topic Re: Combined Postage in Selling

Combined Postage

thedees98 — Sat, 11 Feb 2017 02:43:56 GMT

Hi All and thanks in advance for your opinions,

Has ebay changed something that people have to pay for things individually or are buyers just being impatient?

I state clearly, I thought, that I combine postage and to please wait until I send a revised invoice with the combined postage before paying.

I have had so many people pay 2 or 3 lots of postage lately it is driving me nuts. I have been refunding the buyer the difference and just copping the fees for postage from ebay as you only get a fee refund from paypal NOT ebay.

I am getting to a point though I am tired of copping these fees and am thinking of just keeping the postage or posting things in small satchels instead of large letters so they get what they pay for but then I am still paying bigger fees so I am not really making much money from the items.

What do others do in this situation??

Regards debbie 🙂

Re: Combined Postage

curraone — Sat, 11 Feb 2017 03:31:15 GMT

I think from previous posts that some buyers have difficulty with checkout if they are using mobile phones.

You could send them individually - indeed, ebay protection requires that you do - but it does not make for happy buyers in the end.

Re: Combined Postage

davewil1964 — Sat, 11 Feb 2017 05:09:33 GMT

I refund them less the eBay fees for the extra postage.

I haven't had anybody complain yet.

Re: Combined Postage

jfmgray — Sat, 11 Feb 2017 05:45:04 GMT

Mobile aps and some international sites seem to be the common themes when buyers advise that they have to pay for things individually and immediately. There are also plenty of buyers who intend to buy only one item, but then find another of your item after they have paid for the first one. Also lots of buyers do not read item descriptions so won't see your comments about combining and discounts.

I no longer provide refunds when buyers pay for two items separately. No-one has complained (yet) about not receiving a discount. I will provide a discount for 3 or more if paid separately, but not as much as my quoted shipping prices. I will decuct the additional paypal & eBay fees before finalising the refund.

Re: Combined Postage

digital*ghost — Sat, 11 Feb 2017 06:32:46 GMT

My official policy is that the purchases will be sent separately, though in practice things are a little different (I mainly have this as my policy as it means people can't really complain if I do opt to post separately - eg if it's cheaper - and also I would occasionally get people buying other things hours apart, after I've already packaged [sometimes posted] earlier purchases and wanting combined postage).

Usually, however, I automatically combine and like others, refund excess minus additional costs incurred. Sometimes I will upgrade the postage, to registered or parcel post, but I still refund a small amount as a courtesy gesture, since often times if I upgrade postage, I would have anyway if the buyer had paid for them all together and paid my lower flat rate P&H instead, plus I still get the benefits that come with the upgraded postage like tracking etc.

Very few acknowledge this in one way or another. Every now and then I get a really ticked off message because the buyer thinks I refunded for being out of stock or something (I make a note on the refunds what they're for, but don't advise the buyer in a separate eBay message or anything so some will just see the refund notification and go off), and, even rarer, I'll get a message thanking me as they hadn't thought or expected postage would be combined. How much I actually refund depends on postage costs, whether I upgraded etc, but I try to honour my normal postage discounts as much as possible.

One thing I do want to mention, is that sometimes a buyer will make a single payment, but it gets split by PayPal into separate payments. One reason this occurs is because there are different postage services selected hy the seller. For example, if on one listing they have "Standard postage" selected, and on another they have "Parcel Post" selected, the payments will be split because in eBay / PayPal's infinite 'wisdom' each item is being posted by completely different services and can not be combined (for this reason, no matter whether I'll be using large letter or parcel post, I use 'standard delivery' and just quote the price, which also means my automatic postage discounts will be applied in the shopping cart).

This also happens on multiple-item orders where different postage services are available and the buyer switches only one, thinking it applies to all, when unfortunately it doesn't. eg I have standard, registered and express available. If a buyer purchases 5 items and during checkout, selects express on one item, I'll get two payments with the full amount of express charged and paid on one item, then standard postage charged and paid on the rest. I always combine and refund in these cases too, and usually refund the full amount of the excess postage (there's a few reasons why I treat these a little differently - one being that my standard postage rates are actually a little under what I should be charging while my express charges are not, and also because when express is paid for, some of my risks are minimised).

I try to advise people in my listings how to access my combined postage discounts when using mobile apps etc, as that helps us both out, but it usually goes unnoticed unfortunately, unless / until we have direct communication via messages.

Re: Combined Postage

helenm777 — Sat, 11 Feb 2017 08:15:24 GMT

I have had the same problem and it has only recently started to happen,

I do refund the any extra postage to my customers.

I always claim back the postage refunds through Ebay Online Chat on a monthly basis. Does not take long if you have all the info ready to copy and paste.

One of my customers was not on the mobile and was using a laptop. It always happens on BIN items and there is no reason why it should, as I have not got the Instant Payment box ticked ( which was confirmed by Customer service when I contacted them to find out why it keep happening.

I was told the customer has to contact Customer Service to find out why it happened. Of course I would not want any more hassle for my customers.

There is a problem with the system somehow and I told the Customer Service Officer to pass the problem onto his Supervisor, of course whether he did or not I will never know as it just keeps happening

Re: Combined Postage

tentrees123 — Sun, 12 Feb 2017 10:10:17 GMT

You can claim the fees back from eBay - I go through help & contact and find the closest subject that has an email contact option (don't like making phone calls) Provide your item number and PayPal refund transaction ID information and ask for the fees to be credited to your account. Tell them you have combined postage discounts in place but your buyer paid each transaction separately. I have never had a problem - I don't have a large volume of sales, it might be a pain if you do - but it is even more reason to claim back your fees, eBay gets enough out of us as it is!!

Re: Combined Postage

clarry100 — Sun, 12 Feb 2017 10:54:56 GMT

Another kinda hidden fee you get hit with when they pay individually is the extra 30 cents PayPal transaction for each payment.
EBay don't refund that, you need to ask PayPal yo refund that.

Re: Combined Postage

helenm777 — Mon, 13 Feb 2017 13:59:30 GMT

Never thought of that Clarry. Thanks for bringing to my attention.

How do you do this? Have you gotten a refund from Paypal for multiple payments?

Re: Combined Postage

lyndal1838 — Mon, 13 Feb 2017 16:06:07 GMT

I was under the impression that paypal no longer refund the 30cent part of the payment even when a full refund is issued.

Re: Combined Postage

everard6920 — Mon, 13 Feb 2017 20:36:29 GMT

@davewil1964 wrote:
I refund them less the eBay fees for the extra postage.

I haven't had anybody complain yet.

I do the same. I clearly state on each listing that if they don't wait for an invoice, excess postage paid will be refunded less any eBay fees.

No one has ever complained.

If they pay for items individually, same deal. I take the 30c Paypal fee out for each item they paid for separately, plus the eBay fees for excess postage, and whatever's left is their refund.

I typically send invoices within the hour of items being purchased, so if people are too impatient to wait, then they can cop those fees, imo.

Re: Combined Postage

*tippy*toes* — Tue, 14 Feb 2017 14:07:08 GMT

@everard6920 wrote:
I do the same. I clearly state on each listing that if they don't wait for an invoice, excess postage paid will be refunded less any eBay fees.

No one has ever complained.

If they pay for items individually, same deal. I take the 30c Paypal fee out for each item they paid for separately, plus the eBay fees for excess postage, and whatever's left is their refund.

I typically send invoices within the hour of items being purchased, so if people are too impatient to wait, then they can cop those fees, imo.

Most of the buyers I have issues doing this are newbie, yellow star buyers. I believe they want to be seen as doing the right thing. Being a good buyer. If I can grab them before they pay I can sometimes stop them, if I can see they are still bidding on other items. Sometimes they either don't get, or they ignore the message requesting them to wait until they are finished buying to pay, so they can save lots of money on postage.

The week before last a buyer bought 2 items and paid for each one as it finished. I sent him a message saying he had overpaid and I would refund the difference, but in future, if you buy more than one thing, wait for the seller to send an invoice with the revised postage cost. I went into PayPal and it was empty. Mr Tippy had been buying. I tried to refund, and it said it would come from my nominated account, but it didn't go through. I figured I'd wait until someone else bought something.

Last week he bid on 2 items on a different account. I sent him a message before the auctions finished, pointing out he'd bought from my other account and had overpaid. I said I'd tried to refund but it didn't go through. I then said not to pay until I send an invoice, which I'll remove the postage from as he'd been overpaid and we'd be even. He replied asking if he was really getting free postage. I said yes and he said he'd rather that than a refund.

That worked out well! Normally if someone overpays I refund minus the fees. I'm sick of buyers not reading the description saying to wait for an invoice and if you pay separately, items will be sent separately (even though I've never enforced that rule).

Re: Combined Postage

everard6920 — Tue, 14 Feb 2017 21:34:37 GMT

@*tippy*toes* wrote:
@everard6920 wrote:
I do the same. I clearly state on each listing that if they don't wait for an invoice, excess postage paid will be refunded less any eBay fees.

No one has ever complained.

If they pay for items individually, same deal. I take the 30c Paypal fee out for each item they paid for separately, plus the eBay fees for excess postage, and whatever's left is their refund.

I typically send invoices within the hour of items being purchased, so if people are too impatient to wait, then they can cop those fees, imo.
Most of the buyers I have issues doing this are newbie, yellow star buyers. I believe they want to be seen as doing the right thing. Being a good buyer. If I can grab them before they pay I can sometimes stop them, if I can see they are still bidding on other items. Sometimes they either don't get, or they ignore the message requesting them to wait until they are finished buying to pay, so they can save lots of money on postage.

The week before last a buyer bought 2 items and paid for each one as it finished. I sent him a message saying he had overpaid and I would refund the difference, but in future, if you buy more than one thing, wait for the seller to send an invoice with the revised postage cost. I went into PayPal and it was empty. Mr Tippy had been buying. I tried to refund, and it said it would come from my nominated account, but it didn't go through. I figured I'd wait until someone else bought something.

Last week he bid on 2 items on a different account. I sent him a message before the auctions finished, pointing out he'd bought from my other account and had overpaid. I said I'd tried to refund but it didn't go through. I then said not to pay until I send an invoice, which I'll remove the postage from as he'd been overpaid and we'd be even. He replied asking if he was really getting free postage. I said yes and he said he'd rather that than a refund.

That worked out well! Normally if someone overpays I refund minus the fees. I'm sick of buyers not reading the description saying to wait for an invoice and if you pay separately, items will be sent separately (even though I've never enforced that rule).

If it's their first time buying from me, I'll typically send them a full refund along with a message about how to combine postage the next time.

If they do it the next time (and this happens often), then they pay the fees.

I have one buyer who typically buys 10+ items and pays for each one separately. I can't tell you how many times I've asked her not to do it (and explained to her exactly HOW to combine postage). She cops the 30c for each extra payment, plus eBay fees. I guess she doesn't care because she keeps buying from me . . .

Really though, having to send revised invoices could be avoided if eBay provided a more robust system for combined postage. Postage rules are fiddly and restrictive; it only allows you to specify an amount for "each additional item". I'd like to be able to specify, for example, "50c for each additional item up to 5 items, and free for each item after that".

Other online store software usually allows you to enter the weight of the item, the packaging, and have it calculate it that way, but

eBay calculated postage is out because I use large letters (if I'm overlooking a way to do what I've specified in the example, please let me know . . .).

Re: Combined Postage

digital*ghost — Tue, 14 Feb 2017 23:24:02 GMT

@everard6920 wrote:
I'd like to be able to specify, for example, "50c for each additional item up to 5 items, and free for each item after that".

This is actually possible via promotional postage rules (which work separately to flat postage rules), and in fact overrule them where applicable.

It's contingent on your postage prices being pretty much the same across the board as (from memory) you can only have one postage rule, though it doesn't have to be applied to all listings, but if it sounds like it would work for you, you just need to set up a postage cap, so if say your postage costs are $5 + 50c per additional item (and assuming 5 items includes the first at $5 plus 4 at 50c each), then you'd set up a postage cap of $7.00.

Re: Combined Postage

clarry100 — Wed, 15 Feb 2017 01:31:39 GMT

@helenm777 wrote:
Never thought of that Clarry. Thanks for bringing to my attention.

How do you do this? Have you gotten a refund from Paypal for multiple payments?

I have never requested a refund of this 30-cents, but have heard on here in the past where PayPal have credited the 30-cents for multiple transactions done within minutes of each other. So if you are concerned about it give them a call when it happens and see what they have to say.

Re: Combined Postage

clarry100 — Wed, 15 Feb 2017 01:34:21 GMT

@lyndal1838 wrote:
I was under the impression that paypal no longer refund the 30cent part of the payment even when a full refund is issued.

I believe that to be true too.

The 30-cents is permanently spent once there is a payment transaction recorded.

However, as I said above I have heard of at least one instance where a seller asked PayPal for credit when multiple individual transactions have been made where a single one could have easily been done. But that was some time back now, so maybe they are not even doing this any more.

Re: Combined Postage

thedees98 — Sun, 19 Feb 2017 00:46:50 GMT

Wow, thank you to everyone for your opinons and replies, I like to do the right thing but it does get frustrating sometimes. That's ebay though 🙂