Freight and buyers think it's free postage

[funkyflamingo*]

I have had several buyers say to me that  Freight for postage  comes up at "Free postage" after the item has been bought.   I invoice them with the postage costs and then I get a complaint "why have I invoiced them with postage costs".

I have had a look at this item in particular and postage comes up as calulate.  Can anyone enlighten me on why some buyers see free postage! and how I should best deal with the situation.

The item number was : 

231799451517 

thanks 

[*tippy*toes*]

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@sparrow2207 wrote:
If eBay ever fix the app it will be a miracle. It has been an issue since launch and they deny there is anything wrong with it.

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You forgot the bit about everytime there is an update, it goes from bad to worse. There are never any "improvements", they just make it even more unfriendly.

[funkyflamingo*]

Response:

I have checked on the item and I can see that this listing has a calculated postage option and as you have mentioned this is freight. It's impossible that they saw another add or just mixed the items up.

Did they confirm if they did use a phone via mobile app or a computer when they try to purchase the item?

Question:

No confirmation as yet.  Apparently, I was told on the forums, when using an app on a phone, it may come up as "free postage".  I really don't know what else I can do, as this is not the first time it has happened when listing "freight" for postage. Maybe 4-5 times in my ebay selling time.

Response:

That could be possible since this was actually an issue before when using an app however this has been fixed a long time ago.

Question: So what is your advice about this issue?

Response:

I would suggest to make an agreement with the buyer since this is not actually a free postage as we can see.
 If you don't come up with an agreement then you can cancel the transaction with them buyer,

I so agree that ebay should be paying for postage.  It is unfair to the buyer and the seller.

[5kazam]

I so agree that ebay should be paying for postage.  It is unfair to the buyer and the seller.

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If more sellers who have been 'caught out' with this situation told eBay to cover the postage cost for eBay's system error, maybe, just maybe, they may get around to fixing it.

Possibly I was the first one to do it, and I think flunkyflamingo will be the second, but if each an every seller put the pressure on to eBay to cover the cost of their 'stuff up'  with the app it could well get sorted.

No one wants to have a situation with a buyer that, 'no sorry, it's not 'free' post', when the listing clearly states otherwise.  Sales lost, buyers put off/p'd off - all over something that is not in their control.

eBay's problem, so they should be the ones to pay - and when you think about it, isn't it eBay's policy that buyer's should be happy above anything else.