topic Re: 'Fast and Free' not sent when promised? in Buying

'Fast and Free' not sent when promised?

van_werkhoven — Thu, 30 Oct 2014 10:22:54 GMT

I bought a $400 item this week. I needed the item urgently so bought it from a seller advertising 'fast and free' if ordered before 12:00, shipped via TNT express courier. The account had low feedback, but they had sales as well as purchases and the description looked fairly professional, it appeared to me that they were a store just beginning to move their stock online. I paid around 10am Tuesday morning, well before the deadline for same-day shipping.

The item was not marked as posted, which is fine, I understand some sellers don't bother marking them as posted. But then tonight (Thursday evening, after business hours) it was marked as sent, with no tracking number uploaded. It could be that he sent it on tuesday but didn't mark until now. (or at least, that's what I am hoping happened, as the estimated delivery with express courier was wednesday to friday, tomorow is friday and I REALLY need it to arrive tomorow, that's the whole reason I bought from him instead of the more established seller who's item would not arive till late next week)

However, if this isn't the case, and he just didn't send the item on the same day as promised, but rather 3 days later (since it's now after business hours I assume it wouldn't be lodged until tomorow morning) what can I do other than leave negative feedback? Is ebay policing the 'fast and free' shipping in any way, or can anyone say they offer same day shipping and only be caught up with once their negative feedback gets high enough? If he didn't send it, then I kind of resent him having my money because the same day shipping with express courier is the ONLY reason I bought from him instead of a slightly cheaper one from a more established seller.

Re: 'Fast and Free' not sent when promised?

digital*ghost — Thu, 30 Oct 2014 10:36:52 GMT

@van_werkhoven wrote:

However, if this isn't the case, and he just didn't send the item on the same day as promised, but rather 3 days later (since it's now after business hours I assume it wouldn't be lodged until tomorow morning) what can I do other than leave negative feedback? Is ebay policing the 'fast and free' shipping in any way, or can anyone say they offer same day shipping and only be caught up with once their negative feedback gets high enough? If he didn't send it, then I kind of resent him having my money because the same day shipping with express courier is the ONLY reason I bought from him instead of a slightly cheaper one from a more established seller.

Unfortunately, there is not a great deal that can be done other than via feedback (mind you, as a new seller, a defect - whether it be a neg or low DSR for postage time - is likely to affect them for a good while to come, especially if they consistently neglect to follow through with their advertised handling time).

Fast n free isn't actually something the seller can choose to advertise, though (you used to be able to opt out of it, but I haven't seen that option for quite a while). It just 'magically' appears on listings wherever postage is listed as free, and eBay's ETA between the seller's and buyer's postcodes is no more than 4 business days (after taking the seller's handling time and shipping service selected into account), so in that sense, it's not something eBay police, more like something they bestow if the math is right.

I'd contact the seller, both to get an idea of what's been happening, request the consignment number etc, and - since they're noobs - make sure they understand that if they haven't followed through with their listing terms, they either need to change them or get their act together.

Re: 'Fast and Free' not sent when promised?

horizon1907 — Thu, 30 Oct 2014 10:57:21 GMT

Hope you get a "Knock on the Door" tomorrow. Fingers Crossed for you. Good luck. 🙂

Re: 'Fast and Free' not sent when promised?

van_werkhoven — Thu, 30 Oct 2014 10:57:26 GMT

Ok, so he didn't choose the fast and free label as such, that makes sence

But to have it, he did have to specially choose same-day shipping, and he did specifically choose an express courier as his postage type, right? Those can't be automatic.

I've messaged him, we'll see what he says...

Re: 'Fast and Free' not sent when promised?

bigbrickshop — Thu, 30 Oct 2014 11:13:15 GMT

Fast n Free doesn't mean the item is shipped same day or shipped by Express Post. The logo shows on a lot of our listings and we have a 2 day handling time and do not offer Express.

The definition is

eBay Fast 'N Free is a way to show buyers that an item posts for free and is likely to arrive within four business days.

http://pages.ebay.com.au/help/pay/fast-n-free.html

Re: 'Fast and Free' not sent when promised?

springyzone — Thu, 30 Oct 2014 20:18:03 GMT

I would be upset too.

Fast and free is something bestowed on sellers by ebay if they offer inclusive postage, I do understand that, and normally I would not expect such a listing to arrive any faster than one where postage was listed separately.

But if this seller specifically said in their listing that payment before noon would see the item shipped via TNT express courier, then to me, that implies same day postage if you pay before noon. And express postage. It is that, rather than the 'fast and free' label, that would be upseting me because I have doubts that is what happened.

We won't know till after Friday I suppose. If you paid early Tuesday then it should definitely have arrived by Friday if you are in one of the big cities or suburbs.

There is probably only one thing I may have done differently and that is, if the delivery date was absolutely vital to you, I would have contacted the seller after buying and metnioned that I was counting on express delivery. Or I may have messaged them before buying, to get an idea of whether they thought it would arrive by Friday. Sometimes when sellers know, they will make a special effort for you.

But if the item does not arrive till next week and you find it was not sent till day 3, I would email the seller and say their terms said express delivery and that is why you paid more and they have let you down. Then I would give neutral or neg feedback and state why.

Re: 'Fast and Free' not sent when promised?

van_werkhoven — Sat, 01 Nov 2014 08:26:02 GMT

Seller confirmed that it was not shipped until thursday, blaming 'employees on sick leave' and things being crazy for the melbourne cup holiday next week. Not sure I buy it.

He asked what he could do to reimburse me. I didn't have an answer since I had no idea what would be reasonable to ask, so I sent I reply stating how upset I was about his same day delivery taking two days, and he replied saying I'd be happy with the product when I got it and making no offer of anything (not that anything would make it get here any quicker)

I feel pressured to give a positive feedback, as a seller myself I know the situation with defects right now, and he seems nice and friendly I guess. But on the other hand, maybe I could understand sending a day late, but TWO days late? That seems to me like there was no urgency at all.

I think I should leave negative feedback, but I totally feel guilty about it now! I've never left a neg before lol

Re: 'Fast and Free' not sent when promised?

springyzone — Sat, 01 Nov 2014 08:59:10 GMT

You could do a neutral to the effect that seller was apologetic but item was not sent express post and you were let down because you needed it.

It is up to you what feedback you do give of course, but if sellers promise same day post, they need to deliver on it or at the very least, do it next day.

Just saying he was busy does not cut it and a neutral feedback (at least) might make them more mindful in future.

Re: 'Fast and Free' not sent when promised?

digital*ghost — Sat, 01 Nov 2014 10:18:49 GMT

@van_werkhoven wrote:
Seller confirmed that it was not shipped until thursday, blaming 'employees on sick leave' and things being crazy for the melbourne cup holiday next week. Not sure I buy it.

Just speaking personally, if I promised same-day shipping and couldn't follow through on that until two days later, my buyers wouldn't have to message and ask what was going on.

It's easy sometimes to allow things to get overwhelming, sometimes delays can't be helped, but even if the circumstances were beyond the seller's control, not letting you know about it was more than likely a choice.

I understand the hesitation to leave feedback that causes a defect, though - you'll have a few weeks to mull it over if you need to, but if the FB is fair and honest, you won't have anything to feel guilty about. Sometimes you can compromise a bit by mentioning the issue in feedback, but still leaving overall pos FB. A DSR rating of 3 or lower for description causes a defect, and a DSR rating of 1 for postage time causes a defect (so 2 stars, while still below average, is not defect-causing), and a 1 star for communication is - again - low but doesn't cause a defect.

Re: 'Fast and Free' not sent when promised?

lalala-au — Sat, 01 Nov 2014 11:57:41 GMT

I state in my listings that I post at 4pm every business day, and have a 1 day handling time. If someone pays me and I can't get to the post office for some unexpected reason, I message that person straight away offering a refund if they want it. It has only ever happened once due to a serious family emergency. And that buyer was very understanding.

If you still do want the item, yet don't want to leave negative feedback but feel disillusioned message the seller explain your feelings, ask him why didn't he message you explaining the situation. Maybe he could send you out an accessory or refund you $10 or some small amount to make up for thisinconvenience. Good Luck! I do believe he should of made you aware of what was happening.

Re: 'Fast and Free' not sent when promised?

j*m*o19 — Mon, 13 Jul 2015 09:40:05 GMT

there is one seller that has alot of items I like - on all his items he promises "fast & free" delivery, with items due to arrive in less than a week - but if you scroll down to the fine print below his items MOST items are "pre-order only" and ship 20-25 days after payment is received.

I did purchase one item from him but when it didn't arrive "fast & free", as promised, I started a complaint and got my money back. His responce was that he buys the items from overseas and then sends it to the buyer when it arrives in the country.
Even after I got my refund he harassed me asking me to buy the item when he did get it.

How is he allowed to do this? How is he allowed to offer one type of service with the add and then offer another, slower service below the ad??? it's the same ad with 2 conflicting offers of delivery.

I put the question to ebay customer service and got no reply. I now refuse to buy from him but it makes my choices narrower.

Re: 'Fast and Free' not sent when promised?

lane-ends — Mon, 13 Jul 2015 11:51:08 GMT

A seller may have a policy of same day shipping, but it is unlikely anyone can absolutely guarantee they will achieve it 100% of the time, as sales can appear anytime. Take it as meaning best intentions.

If it is essential to get something ASAP, then it is always best to check and confirm to see if they can get it in post same day. The danger of selecting quick shipping as a seller is that non received claims become available sooner, along with a defect. In response to this many sellers are actually extending their handling time, even if they are still aiming for same day, just as a buffer. It always pays to ask any seller if they can do same day or even express, regardless of time indicated by Ebay.

This is the problem with Ebays automated systems taking over from direct buyer and seller communications. Assumptions are the mother of all stuff ups. Don't rely on what Ebay says,, Ebay are not doing the sending.

Re: 'Fast and Free' not sent when promised?

lane-ends — Mon, 13 Jul 2015 11:53:59 GMT

If sellers opt for quick handling, and buyers keep opening non delivery disputes, they will get defects and get restricted..thats how it can be stopped.

Ebay will eventually moved to a yes / no standard as to whether delivered on time, taking away buyers "judgement"

Re: 'Fast and Free' not sent when promised?

davewil1964 — Mon, 13 Jul 2015 12:39:50 GMT

@lane-ends wrote:
If sellers opt for quick handling, and buyers keep opening non delivery disputes, they will get defects and get restricted..thats how it can be stopped.

Ebay will eventually moved to a yes / no standard as to whether delivered on time, taking away buyers "judgement"

eBay apply these 'standards' not the seller. Even after 8 months. And 'on time' will still be eBay's unrealistic timeframe (already 1 day less than AP's). So sellers should suck it up? And the 'judgement' will still be up to the buyer.

Re: 'Fast and Free' not sent when promised?

jessicadazzler97 — Mon, 13 Jul 2015 21:11:32 GMT

Sorry you've had trouble with a purchase 😞 It's never fun but I'm sure you know it happens a lot.

Next time just make sure you take into account the feedback rating of the seller. I try not to buy from anyone with positive feedback less than 99%.

Re: 'Fast and Free' not sent when promised?

lane-ends — Mon, 13 Jul 2015 23:00:11 GMT

@davewil1964 wrote:
@lane-ends wrote:
If sellers opt for quick handling, and buyers keep opening non delivery disputes, they will get defects and get restricted..thats how it can be stopped.

Ebay will eventually moved to a yes / no standard as to whether delivered on time, taking away buyers "judgement"
eBay apply these 'standards' not the seller. Even after 8 months. And 'on time' will still be eBay's unrealistic timeframe (already 1 day less than AP's). So sellers should suck it up? And the 'judgement' will still be up to the buyer.

The question buyers are asked is did it arrive on or before due date. buyers tick yes /no,(completely ignoring when actually shipped) buyers wont even consider it an opinion or judgement. Sellers then will also be subjected to AP delays and even whether buyer is mistaken as to when actually been delivered (could even have been sitting in their letter pox/AP for collection, or inaccurate memory as feedback was done some time later). Even maliciuos payback

The only way for a seller to protect themselves, to any degree, is to increase stated handling time to give greater margin.

Re: 'Fast and Free' not sent when promised?

lane-ends — Mon, 13 Jul 2015 23:06:04 GMT

i think Ebays intention is to phase in yes/no selections instead of current perception based graded DSRs across all fields.

Much the same as phasing out customies seller descritions in favour of item specifics type description..So all the fancy individualised listings will be a thing of the past, and listings will all be rationalized to same format.

cleanining up miscommunications by eliminating it.

Re: 'Fast and Free' not sent when promised?

11reddog1 — Thu, 03 Jun 2021 03:35:17 GMT

If the seller hasn't given you a tracking number (and you shouldn't have to ask for it) then ask for it as that is part of what you paid for. As for the term 'FAST AND FREE' that has conditions that a seller has indicated they are bound by to honour. The sellers time of postage (should be within 1 business day), will accept refunds within 30 days (as always, conditions apply set by eBay and may have an indication included in the entire listing) and 1 postage option is free (included in the purchase price but as you say you paid for EP). Make no mistake about it, ONLY the delivery company has any control over the actual delivery time frame, not the eBay or the seller so don't be one of these **bleep**ers and give negative feedback about the time the delivery company took to get it to you. EXPRESS POST for the seller is just that, the seller (I'm one) gets of their bum and posts it within the required timeframe. Regardless of what company a seller chooses as their delivery provider, EXPRESS POST may not be as a buyer may think. Australia Post for example - I used to post an item at 9.30am via EXPRESS POST. That item will sit at that PO until last thing that afternoon. Then it will travel 40 odd km to the next town with an airport the next day. If all the planets line up it will then be sent on a flight to the next major town/city closest to the destination. If not it will sit there for another day or 2 etc. I now travel the extra 40 odd km to the next town to give it 1 days head start. If/when you get your item there should be a tracking number with it. Read it carefully, ask the staff if needed and then check it through the web site of the delivery company. It should have the exact time it was 'posted' by the seller. Aus Post do. Don't trust the bull**bleep** eBay uses to determine when things get sent or are ready for collection, they are not the delivery company. If after doing all this patiently and things don't add up and you ask the seller to explain and they give you some bull**bleep** reason that the paperwork says is wrong then explain it exactly in your feedback. Just remember that no item you buy is going to save your life if you don't get it in time, a negative or neutral feedback can get nasty and in some circumstances it can be deleted if either party can prove their case. Hence the reason why I check every item I send against that of the Aus Post web site before I enter the tracking details to the buyer and then eBay system to make sure it is scanned.

Re: 'Fast and Free' not sent when promised?

padi*0409 — Thu, 03 Jun 2021 03:44:28 GMT

The last post on this thread was 6 YEARS AGO, so your advice is not going to help any of the posters.

Please check on dates when replying to posts, as posts that old can easily be only relevant to eBay's policies that were current at that time................