Dealing with couriers not getting signature, and feedback removal.
We purchase all labels through Ebay and always choose the 'signature on delivery' option. As many of you will know, many delivery drivers these days don't bother getting a signature. We recently had a buyer claim item not received. After many hours of emailing, calling etc, I finally got confirmation that the item was delivered, however they did not obtain a signature. I've contacted Ebay many times now but it's like bashing ones head against a wall. Does anyone have any experience in what can be done in these situations? They also refuse to remove the feedback left by the buyer. I complied with everything required yet I'm not able to get any resolution. Also, have had 2 customer service agents just end the chat despite my insistence that I wanted to keep discussing the matter.
shoaltech
OP3 years agoThanks for the advice. However due to our items be very large, carting them every day to Australia Post, which is quite a drive would be pretty inconvenient.
At this point the feedback, which is really quite nasty is a big concern. According the Ebay's Seller Protection page:
What if something happens that is outside of my control?
We will protect you by removing negative and neutral Feedback and defects when things happen outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you sent it on time.
They seem to be completely unwilling to do anything in this regard which is really frustrating.
jellybirddesigns
·3 years agoI can understand frustration with seeing feedback like that.
However.......
One thing that seems to happen with Sendle is that they do not pick up in a timely manner. They are just a middle man, and tender out the work to the lowest paying courier. The second issue is that packages often stay in transit for a very long time. Thirdly, they barely care about getting SOD. The buyer complained about a 7+ weeks timeframe, which is definitely too long for a domestic delivery. As the seller, did you keep the buyer in the loop? Did you deal with Sendle during the 7+ weeks and chase them up as to why it was delayed?
Change your handling time to 15 days+ to account for courier pickup delays.
What about using another courier like TNT, Toll or DHL Express? You seem to build the postage into the overall price, so just adjust accordingly.
Ebay are not going to remove that feedback, as it does not violate their terms. Not sure why buyer is mentioning photoshopped paperwork? You do have the right of reply to that feedback, so make sure that when you do so, you word it in a non-emotional/non-confrontational way. Feedback is seen by FUTURE buyers, so you want them to see how you deal with issues that arise on expensive purchases.
straybooksoz
·3 years agoAP have a pickup service.
Otherwise, as advised, use an actual courier, not a broker.
jellybirddesigns
·3 years agoJust briefly looking at one of your listings, it seems you're using Sendle?
If so, dump them ASAP and just use Australia Post.
Sendle are the utter worst.
At least with Aus Post you'll get better customer service.