eBay out of touch will International Delivery times during COVID-19

[*solecentral*]

eBay has taken steps to support the challenges COVID-19 has presented sellers but is still very out of touch with what is actually occurring, especially with the delays to international shipping timeframes to the USA .

As at 13/06/20 eBay states:

=====================================================

We are aware that there are delays to international deliveries during this time, which vary by destination country. With this in mind, we have extended the maximum delivery estimate on international postage services by:

• +2 days for courier services from Australia 
• Up to 15 for express services from Australia 
• Up to 50 days for standard services from Australia 
• +7 days for all services from New Zealand 

These extensions are in line with Australia & New Zealand Post’s international delivery estimates. This should help you manage your buyers’ expectations and safely fulfil your international orders.

As at 13/06/20 Australia Post States:

==========================================================

For express services to the USA it's 7-20 business days

Source: Australia Post Website under Corona Virus impact for International deliveires

So the eBay statement which it says "These extensions are in line with Australia & New Zealand Post’s international delivery estimates" on face value do not appear true or at minimum aligned.

Furthermore, Australia Post's estimates have been way off for us, some taking up to 60+ days to arrive when sent express, although these were for deliveries sent late March when COVID-19 impacts really started to kick in.

The biggest issue is when parcels don't arrive within the timeframe eBay says and the customer raises a case. Quite often the parcels are waiting for days to weeks to get on a plane and shows no movement which eBay translates to the parcel being lost and finds in favour of the customer.

Once the parcel finally arrived 30 days has past, customer keep goods, eBay won't accept an appeal and seller loses out.

We have had several parcels arrive after the 30 day case appeal period and the customer has accepted the goods and still refused to pay and eBay doesn't want to know or help the seller.

When you speak to eBay you get the "yes we understand, this is frustrating" but we can't help you treatment.

Keen know know other people’s experiences on this and how well eBay has supported sellers.

[jellybirddesigns]

Whilst international shipping accounts for 30-40% of my volume, I've switched it off for now, especially after I started getting INR cases some weeks ago for items sent at the beginning of April.

Simply not worth the hassle, stress and financial loss.

I've also increased my handling time to around 10-15 days to take into account any late domestic deliveries.

[padraicpaul91]

You are right.

Ebay should or does know the real issues surrounding delivery times.  They have back handedly acknowledged this with their delivery estimate extensions.

Perhaps they want to appease buyers' concerns with lower estimates, whilst giving sellers a chance to avoid 'item not delivered' cases.

Australia Post has been plain grubby with their estimates. Again, as a corporate entity, not a public service, they are concerned with turnover and public perception. Accurate estimates are bad for  business.

I have written and spoken to AP several times over the past 10 weeks regarding their misleading estimates and the impact upon my business. One staffer did acknowldge that AP had 'not been transparent'. Mostly though, my queries have gone unanswered or, insultingly, I have been directed to their public announcements. Neither my acting business manager or credit manager want to know about it.

[padraicpaul91]

Rather than cutting out internationals, I now only offer express. This more than halved my OS sales. Express is averaging about 3 weeks. Did this just before the first AP announcement in May.

I also increased my handling time to 15 days, getting most out in one or two days.

[boulevard-badges]

I am also knocking international orders on the head

Ebay keep refunding people way before the item was to arrive. and shock horror.....very few people especially in the US ever bother to tell you that their order arrived,and they usually do.

Sometimes I wonder if it is worth dealing with the ignorant pigs I the US, and France is following close behind.

[cezm]

---

@boulevard-badges wrote:

I am also knocking international orders on the head

Ebay keep refunding people way before the item was to arrive. and shock horror.....very few people especially in the US ever bother to tell you that their order arrived,and they usually do.

Sometimes I wonder if it is worth dealing with the ignorant pigs I the US, and France is following close behind.

---

We have buyers in Australia who do the same thing when purchasing from overseas

[*solecentral*]

We have done the same, simply because the risk is too high.  But for all the parcels we shipped late March and very early April eBay has continued to side with the buyer.

We understand the buyers point of view and their disappointment that somehting didn't arrive. and the need to get their money back thinking the parcel has got lost.

To show that we do care we've offered to the customer on all occassions to either refund the international shipping fee if they wish to keep the goods or to cover the cost to return the items to us.  Sound fair?

But I'm baffled that eBay feels that it's acceptable for the buyer to get their money back and also keep the goods when:

1) The seller shipped the item on time

2) Use the promised level of service for delivery

3) The sole reason for the delay was COVID-19; a Global Pandemic

We've spoken to eBay staff and they advised they must follow process and can't help us even though they acknowledge the outcome is not just or fair.

@eBay Management - pretty disappointed you don't empower your staff in a way that allows them to bring certain cases to the attention of supervisors where they strongly feel an outcome is simply wrong.

I get the necessity for process because they are dealing with millions of transactions a year  but sometimes staff need to standup and say based on facts this outcome wrong and how can we make it right?

This is what makes good companies great.....but unfortunately they've missed the bar in this instance.

[*solecentral*]

This is not acceptable for any buyer to do this. Why eBay finds it acceptable for the result to be a full refund and allow the customer to keep the item is just baffling.

#morallywrong

[danieh_6]

its because buyers are their main source of income if you have no buyers whats the point of having sellers gotta keep the buyers happy,..... but yes it sucks though