EcommerceBytes Letters to the Editor Letters to the Editor
Your emails to EcommerceBytes
For consideration, send your email to ina@auctionbytes.com with "Letters to the Editor Blog" in the subject line! Remember to include your name as you would like it to appear in the blog.
Mon Aug 29 2016 19:50:51

Wrong eBay Shipping Estimates Annoy Seller, Mislead Buyers

By: Reader

Sponsored Link

Dear Ina,
Not sure if anyone else ever complains or points out issues with eBay shipping estimates and the Fast n Free promotions, but it gets us a lot of complaints and we always have to give sort of apology partial refund. 

Also the way shipping estimates are displayed the customer has no incentive to pay extra.  

Customers do not read the fine print of the shipping speeds or the Fast n Free promotions - or anything, as everyone knows. 

So far eBay's only suggestions over the past year have been to switch my handling time from 1 business day to 2 business days and it should get rid of the Fast n Free logo, but it will still give the same estimates to the customer that are all over the place.

We ship from NY - California 90210 eBay is estimating time frames of:

- ECONOMY: 5 business days and does not show ANYWHERE to the customer that it can take 1-10 business days for delivery;

- PRIORITY ($5.00 extra): 2-5 business days even though USPS estimates 3 business days.

Why does eBay make Priority Mail 2 days longer, but makes Economy shipping 5 days shorter?

Shipping in the same state:

- ECONOMY: 2-11 business days  !!!!!! yet somehow you estimate only 5 days to get to California

PRIORITY: 2-5 business days when USPS only estimates it as 1 business day. 

Signed,
J.




Comments (10) | Permalink

Readers Comments

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

by: MyLuxury1st This user has validated their user name.
Web Site

Mon Aug 29 22:51:41 2016

I just tell customers that eBay is not the one shoppingn their item and an estimate is just that, an estimate. If they want priority or anything faster they can pay for it or they have plenty of other options online. Some customers are really under the impression that shipping is actually free; like it's not built in to the sellers price or like the seller isn't really paying it. I let them know nothing in the world is free. Of course all in a nice/customer service type way. Then I block any problem type buyers so I don't run into it with them in the future.  

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

by: Barbbie This user has validated their user name.

Tue Aug 30 08:53:26 2016

Not much of a problem during the summer but holidays I need a form letter. However, I write it in the payment info section as a shipping guide, in a box on my store and on my invoice and on my shipping email. If they complain, I point to all the ways I told them including the ebay disclaimer where they basically say they made the whole thing up.
But, if you think that's bad, try Bonanza's 2-3 day first class with NO disclaimer at all.
Supposedly, this info comes from the post office.
Good luck!

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

by: Moonwishes This user has validated their user name.
Web Site

Tue Aug 30 09:01:31 2016

While I don't sell on ebay, other venues aren't immune from this problem. Earlier this year after shipping a package AND sending a shipping notification that it WAS IN THE MAIL, I get this email from the buyer wanting to cancel her order as she had just seen the SHIPPING estimate as up to three weeks!! and she didn't want to wait that long. Well # 1 what she had seen was a delivery estimate and not anything I had control of and #2 and most important I checked the status of her package and it had been delivered that day in her mail! So I told her to go check her mailbox.

I have had trouble buying from a seller that I thought the estimated delivery of 3 weeks out (for the first possible day of delivery) was a mistake since the last time I had ordered from someone else it took two days from order to arrive. This guy took his full 3 weeks and when tracking down everything about the sale, even though I had been told weeks before that the item had shipped it hadn't been until the day before I finally received it. He had drop shipped it. There were more problems with that order too.

Anyhow, I don't like those estimates as they are misleading and many buyers expect the item by that time frame, even if shipped within 24 hours. Had one lady in Australia upset because it took a week to get her item when she was used to three days from Europe and other countries much closer to her.

No matter what the apology or explanation, or how fast you actually ship those people will always be disappointed about their delivery times. I well remember when it took at least a week to receive a first class letter from CA to PA. A package, forget about it - usually up to a month! Some folks don't know when they have it good.

However, I never give any kind of apology refund. I'm not in the business of giving my profits away because someone is impatient.

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

by: redheadedlady This user has validated their user name.

Tue Aug 30 10:31:09 2016

I am having problems with ebay on shipping costs to Canada.  Two weeks ago a lady paid and it was $7.62 less than what it should be.  I called ebay and the girl told me they were having problems with it and she refunded me $8.00 - all well and good.  Then Sunday a lady purchase 3 yards of fabric.  I ended up being $4.62 short.  The CS told me to cancel the order and they would remove the feedback if the lady left negative.  REALLY!!!!!!!!!  ????  WTF!!!  I would lose a customer AND money over $4.62.  I ate the cost and mailed it.  I pay bewtween $600-$800/month in fees to ebay and they can't even refund me $4.62 because of THEIR mistake.  Not mine and not the buyers.  It's OK when ebay makes the mistake but when we the buyer step out of line just one time, we are hauled over the coals.  Wow!!!  I have other websites -3 of my own and am on speeditrade, bonanza, and erater.  None of them perform like ebay.  I want to leave but until they do better, I can't.  
I have an anchor store on ebay but that doesn't seem to help either.  Sales are down by 2/3.  I just can't seem to win.

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

This user has validated their user name. by: Marie

Tue Aug 30 13:59:08 2016

Something important to remember if you are checking your own listings for Fast N Free.  Lets say you are in New York.  What you see when you look at your listings is for the NY area.  You CAN'T see what someone else sees for Fast N Free if they are on the West Coast.  The Fast N Free appears for member location doing the search.

So you may see far more Fast N Free if you are looking at your own listings than I would as I'm no where near you [using NY as the location].

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

This user has validated their user name. by: WdrWmn

Tue Aug 30 14:06:38 2016

I had a few problems with U.S. buyers, but nothing serious.

As stated above by ''MyLuxury1st'',  ''block any problem type buyers''.  Plus, if it goes abit further notify Customer support and make sure that the buyer is on file, and do an additional report by clicking a link 'report the buyer'.   But, only under extreme circumstances.  

Thats basically all you can do as a seller.  As a business, you are going to run into problems, that we as sellers can't control.

The only thing we can do is try to resolve in a calm and professional manner, and hopefully everything will work out.  If not, then my advice is just learn from the experience, on how to handle possibly similar situations down the road.  

However, concerning the shipping estimates.  Yeah, the issue I'm having with ship estimates is mostly from my international buyers (outside the U.S.).  

Its coming from mostly Canada, Australia, U.K. customers.  I cannot stress enough about the importance of on time shipping, even with international buyers.  IF the item doesn't arrive on time, it affects our DSR account, if the buyer should complain about the ship time, and mark our seller account as 'late shipment' review of less than 5 stars....  

Plus, I'm not sure in the past alot of mysterious packages were going non-scanned.  So, I opted-into the global shipping program about 6 months ago, with FREE SHIP in the U.S.  And now not a complaint, about missing packages or items not as described from any international buyers.

I did have one buyer (from Australia) complain about slow lag time with GSP.  But, I explained to her that the amount of time would have been the same with the post office.  Truthfully, you can't get any further other than new zealand...I have shipped to Australia before, it does take a long time to get there....  

I just wish ebay would have guarded us against the international buyers abit better.... But, now I will only do the GSP, just because of the cost & time it takes me to worry about whether the item will get there safely scanned.

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

by: ewegolf This user has validated their user name.

Tue Aug 30 18:05:19 2016

On the ebay listings in Google Shopping, the shipping cost is shown as Zone 1& 2 for those that list calculated. I punch it in and my cost is $11.35 for 2 lbs rather than $6.80 as I am a Zone 7 from the shipper.  That might irritate some buyers.  But irritating me is that my Bonanza listings all show a Zone 8 price for shipping while a Zone 4 would only cost $7.75.  I would say most people would first hit the $6.80 shipping listing before the $12.40 for mine, if condition and item price are similar. I'ms sure the Great Gods of Google will find a way to say that having 90 percent of the buyers pay higher than listed shipping costs is somehow enhancing their experience.

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

by: FeelingFroggy This user has validated their user name.

Wed Aug 31 13:51:30 2016

Well not being carrot jumpers we use free shipping and 5 day shipping. Over the years haven't had a problem unless the buyer has a brain freeze and doesn't read.

Customers with brain freeze are far more common then ebay shipping estimates.

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

by: dander This user has validated their user name.

Wed Aug 31 16:54:07 2016

the shipping estimates to Canada are all over the place. We absorb more than we should to keep a few good customers. Others we are honest with them that we can't afford to ship on what ebay estimates.

Wrong eBay Shipping Estimates Annoy Seller, Mislea   Wrong eBay Shipping Estimates Annoy Seller, Mislea

This user has validated their user name. by: Marie

Wed Aug 31 17:01:36 2016

@froggy

Well there you are.  This is off the topic of this thread, I posted a question to you on this thread.

http://www.ecommercebytes.com/C/letters/blog.pl?/commen
ts/2016/8/1472348359.html/1/0#1472662667

You
were the first poster on the thread and I found what you stated interesting and wanted to know what you had seen or read.  Can you give a link.  It is certainly important to have a heads up.  Thank you.



Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.