topic Re: buyer paid for two items without waiting for me to combine postage in Selling

buyer paid for two items without waiting for me to combine postage

onleme — Sun, 10 Apr 2016 05:33:44 GMT

Hi all,

Just wanting your opinions on this matter. I have had multiple buyers purchase more than one item and not wait for combined postage invoice. When this happens as you would all know you go onto paypal refund the extra postage and most times for me, it is between $2 & $3 refunds, then you have to contact ebay to get the refund on their fees on postage. I know it may seem petty but it is becoming one of those annoying time consuming little things, and I clearly ask in my listings for buyers to wait for combined postage. I don't like to not refund the money as I feel like I would be ripping them off if I didn't, plus I don't want negative feedback on postage costs either. Does anyone have any suggestions as to what I can do to prevent this from happening so often. I can understand if they were new to eBay but the majority aren't.

Cheers

Sonia

Re: buyer paid for two items without waiting for me to combine postage

twyngwyn — Sun, 10 Apr 2016 06:12:22 GMT

I have the same problem...either send separate packages or do as you have been. You could also refund original payment then send them a new invoice

Re: buyer paid for two items without waiting for me to combine postage

typhoon4u — Sun, 10 Apr 2016 06:59:25 GMT

Sometimes, instead of refunding, I just upgrade to express postage.

Re: buyer paid for two items without waiting for me to combine postage

davewil1964 — Sun, 10 Apr 2016 07:30:31 GMT

I just refund the difference, less the extra Paypal and eBay fees. Usually in cash.

I certainly wouldn't waste my time ringing eBay to get a refund of 20 or 30c. And if they paid separately, there would be an extra 30c Paypal fee, which you will never get refunded.

Re: buyer paid for two items without waiting for me to combine postage

springyzone — Sun, 10 Apr 2016 07:53:59 GMT

As mainly a buyer, I would not expect a refund after I had paid for anything.

Sometimes I have bought a couple of things from one seller but I have always asked if they combine postage before I pay.

If I were you, I would make it crystal clear in listings that you may be able to combine postage if a buyer contacts you before payment so an invoice can be adjusted. Maybe add that at the bottom in a bigger, bolder font.

Then:

If a buyer ignores that and buys and pays for multiple items separately, I would do nothing about refunds but I would post off each item separately.

If a buyer pays for items separately then asks about combined postage, then and only then would I arrange a refund. But I would answer the message along the lines of normally buyers ask before paying and you are able to adjust the invoice accordingly, but as they have already paid, you are unable to do that but instead, as you are now aware it was the same buyer for a couple of your items, you will post them as one parcel and refund them the difference into their account.

Mind you, I would send it trackable post.

Re: buyer paid for two items without waiting for me to combine postage

maranock — Sun, 10 Apr 2016 08:02:10 GMT

As a buyer myself, I often buy something then decide to see what else the seller has and then sometimes purchase another item or two.

I never expect a refund or combined postage in this case as it is my fault I didn't wait to look at other items before paying. I know what I am buying and am happy with the price including postage so I don't expect any discounts.

Re: buyer paid for two items without waiting for me to combine postage

davewil1964 — Sun, 10 Apr 2016 08:10:14 GMT

Not forgetting that is is apparently impossible to pay for multiple items, even when an invoice HAS been issued, on a phone/tablet, and people seem to be increasingly averse to using proper computers (or the full internet site).

Re: buyer paid for two items without waiting for me to combine postage

lane-ends — Sun, 10 Apr 2016 10:03:37 GMT

If you send two items under one paypal payment then it can cause issues when there is a transaction issue with a dispute or refund involved on one and an item not recieved vulnerability on tthe other. Cheap sales is worth it,but anything of value I would process as two separate sales and shipments.

Re: buyer paid for two items without waiting for me to combine postage

digital*ghost — Sun, 10 Apr 2016 10:25:37 GMT

@davewil1964 wrote:
Not forgetting that is is apparently impossible to pay for multiple items, even when an invoice HAS been issued, on a phone/tablet, and people seem to be increasingly averse to using proper computers (or the full internet site).

I think, once a manual invoice is issued, they can use the "Pay Now" button in the email notification to bypass the app checkout and keep the items combined (the link probably goes to the classic site version of eBay, or something).

I get this a few times a week, unfortunately. I have in my terms that separate payments = separate packages, but that's mostly because sometimes the purchases will be several hours apart and by then it's too late to combine, and once or twice the number or value of items has meant separate packages were more viable on all accounts, but in all other instances I just automatically combine and refund (after checking each item is going to the same address, anyway 😄 ). I sometimes get people buying at the same time from eBay and the other site, and I do the same in that case, too.

If I manage to get the chance, I'll issue an invoice for $0 postage on additional purchases so no one has to pay eBay fees for nothing, since that's my advertised P&H discount for multiple purchases, otherwise I retain a small portion (actual costs only) and refund the rest.

Re: buyer paid for two items without waiting for me to combine postage

justajunk — Sun, 10 Apr 2016 14:21:33 GMT

@onleme wrote:
Does anyone have any suggestions as to what I can do to prevent this from happening so often.

To be honest, this was one of the key reasons why I ultimately decided to switch over to free postage on all my listings.

I would recommend doing the switch too if you are sending items where the postage cost is the same for all Australian locations; just build the postage cost into your item cost and with free postage, buyers cannot complain about items being sent together (or separate) or not getting a discount, etc.

(Obviously, this wouldn't work if you are sending heavy items where the cost varies per buyer location)

Re: buyer paid for two items without waiting for me to combine postage

simple.yet.fancy — Sun, 10 Apr 2016 23:20:20 GMT

I had a buyer purchase 6 things off me, all finishing within minutes of each other.
He paid for 3 and then messaged me asking to combine postage. Send an invoice for the other items with $0 shipping as he paid enough on the other listings... waited a week, no payment so sent the items he paid for and ended up having to open a case because he didnt pay for any of the other items which was frustrating.

If they don't wait for a combined invoice I normally send separate so I dont have to do any back tracking and refunding

Re: buyer paid for two items without waiting for me to combine postage

englishrosegardens — Mon, 11 Apr 2016 00:34:00 GMT

Probably 90% of my buyers pay straight away. I have a message in my store and in my descriptions saying that to qualify for my combined rates they must wait for an invoice before they pay. Whenever they pay straight away I refund the overpaid postage less 10% (my fees are 9.5% and 9.9% but I'm not going to mess around with fiddly calculations).

Nobody has complained yet and rarely does anyone give me less than 5 for postage costs. While a lot wouldn't bother reading what I say about combined post rates, a lot wouldn't care because they'll opt for convenience over cost.

Most of those who use bank deposit also pay without waiting for an invoice, which surprised me for a while but I've got used to it.

Re: buyer paid for two items without waiting for me to combine postage

*tippy*toes* — Mon, 11 Apr 2016 01:02:33 GMT

I had a buyer last night win 2 auctions within 20 minutes of each other. I was about to send an invoice and got notification that she'd paid. She paid them as one transaction, so I can't send them as separate parcels. The weight of the items together was about 420g, so it would have taken some fancy packaging to keep them under 500g packed (fragile items). So, I'll pack them extra well so they go over 500g and send them express. It's going to a very rural area of Vic, so it might be a nice surprise for her to get them in under 2 weeks.

Re: buyer paid for two items without waiting for me to combine postage

phorum_junkie* — Mon, 11 Apr 2016 07:27:55 GMT

I don't do anything other than what I state in my listings I do. I say that postage discounts only apply if all items are paid for at the same time on the same invoice and to wait for a combined invoice as if they make separate payments they will be treated as individual transactions sent on their own at the quoted cost.

Re: buyer paid for two items without waiting for me to combine postage

randomly_found — Mon, 11 Apr 2016 09:38:42 GMT

I also offer 'free postage' for that reason 🙂 but someone just bought two items from me, paid and then sent me a message asking for a revised invoice for combined postage-- I don't think I can really do much other than refund a bit of money through paypal? Would've been better if the buyer used Best Offer. Usually I pop in a free gift or offer express postage but in this case there isn't really much to refund and the buyer asked for $--- oh well 🙂

Re: buyer paid for two items without waiting for me to combine postage

*tippy*toes* — Mon, 11 Apr 2016 10:15:00 GMT

If the items you sold had free postage, then there is nothing to refund, period. You can't refund $0. If the buyer has paid, you can't send a revised invoice anyway. If the items had postage, they should have waited for a combined invoice. Tough luck for them!

I had a buyer pay last night for 2 items (single transaction) without waiting for an invoice. Instead of a refund on excess postage, I sent it express. By rights, I should have just sent it regular. I've bought and paid for an item before, then later on bought another item from the same seller. I paid double the postage but didn't expect a refund, even though they sent both items together. My tough luck for jumping the gun.

Re: buyer paid for two items without waiting for me to combine postage

randomly_found — Mon, 11 Apr 2016 10:36:56 GMT

thanks for clarifying that Tippy- I know they shouldn't really get a refund but as a small seller there is always the irrational Fear Of Negative Feedback haha ---

btw the buyer has now told me that she didn't realise it was free postage and said that she was happy with what she paid- Yay! 🙂

Re: buyer paid for two items without waiting for me to combine postage

everard6920 — Tue, 12 Apr 2016 21:41:34 GMT

@englishrosegardens wrote:
Probably 90% of my buyers pay straight away. I have a message in my store and in my descriptions saying that to qualify for my combined rates they must wait for an invoice before they pay. Whenever they pay straight away I refund the overpaid postage less 10% (my fees are 9.5% and 9.9% but I'm not going to mess around with fiddly calculations).

Nobody has complained yet and rarely does anyone give me less than 5 for postage costs. While a lot wouldn't bother reading what I say about combined post rates, a lot wouldn't care because they'll opt for convenience over cost.

Most of those who use bank deposit also pay without waiting for an invoice, which surprised me for a while but I've got used to it.

This is what I do, too. I have a statement in my descriptions that basically says if you don't wait for an invoice, then I will refund the difference minus the fees - and that it is therefore cheaper to wait for an invoice.

I feel like eBay (as always) could be a lot better with postage calculations, though (like the ability to enter a weight for each item which isn't seen by the buyer, with a fixed cost attached to each weight bracket). This would not be difficult to implement.

I know we have the postage calculator but it doesn't work with large letters, so . . .