Neg feedback : Any means to dispute?

[doctorgeekaustralia]

Hi,

I have received my first negative feedback as a seller this week and I open my messages today with a threat to a 2nd.

Both are the same issue, which is express postage delivery time.

We word "Express Post available for Australia Post's guaranteed next day delivery" in our listings.

These two buyers lived outside the postcode range of Australia Post's network guarantee and the items took 2 business days to arrive instead of one.

I have expanded our listings to refer to Australia Post's Network guarantee, but I feel absolutely gutted that I now have 1 pending 2 negatives because an item took two days to arrive instead of one.

I have politely messaged both buyers providing them with details of the tracking and that the items were posted same day as payment made and that the listing states "Australia Post's guaranteed next day delivery" but I have had no reply for them to modify the feedback.

Do I have any ground to dispute this feedback with eBay?  Is it my fault that I did not tell my customers they should check Australia Post's network delivery guarantee and provide a link to it? 

All my hard work feels like its now down the gurgler because of this.

Appreciate any suggestions.

[thecatspjs]

Ring ebay and request removal on grounds you sent express post and referenced Australia Post's guarantee. You may be able to get it removed.

Personally I would never quote any of Australia Posts guarantees in my listings - ever !!  Too many variables and out of my control. If you do retain in this in your listings, it is important to include the details of the guarantee, it can't really be assumed buyers know the fine print. 

[phorum_junkie*]

Well at least they just negged you, they didn't open an item not received dispute which you would have lost if you used a yellow express satchel.

[***super_nova***]

Why would you post express?  It does not offer you PP protection and leaves you open to this sort of problems.  Use click & send satchels instead, postage is less, you get protection and delivery will take only day or 2 more.

You can try and eBay will most likely remove the NEg as the buyer rated you on the time AP took to deliver, not as they should, how fast you posted.

[doctorgeekaustralia]

We use Platinum Express not the Yellow Express Post.  Platinum Expree has signature on delivery, insurance and tracking from lodgement which meets PayPal's Seller Protection "proof of shipment" requirement.

On top of that we charge $8 for platinum express, we use the $19 3kg flat rate satchels, so we also wear the cost difference for our buyers.

[motherbear2003]

It is heartbreaking to get a neg especially when it's not your fault:-(  I would do as one of the other posters has suggested - stop offering Express Post and use Click &Send instead.  One thing I never ever do is guarantee delivery as AP can let you down on delivery times.

It's worth a try to get rid of your neg by phoning ebay, and keep all messages with your second buyer through ebay's system.  Threats of negative feedback have a good chance of being removed as ebay can read the messages:-) 

[digital*ghost]

I have to agree that you shouldn't mention guarantees that are not only out of your control, but subject to things you can't know like buyer location. When you mention someone else's guarantee, without clarifying all the provisos, you're effectively endorsing it and will usually be the first one held responsible when it doesn't happen (be it your fault or not).

I would personally just have 'Express shipping available'. When people send me enquiries about shipping times and express, I let them know exactly when I can post the item (often enquiries come later in the afternoon, so it's not possible for me to post the same day), and that exact delivery time will depend on their location. I mention my postcode, and provide the link so they can check, but even if we're both in a location that should see next day delivery, I only ever use the word 'should', just in case AP don't follow-through. :8}

In these circumstances, I would actually accept responsibility just because the wording was a little ambiguous (if just to those who has no real knowledge of how Australia Post's express network works), clarify what was intended by mentioning the guarantee, as well as apologise for any confusion, misunderstanding and inconvenience. You may find that once you acknowledge that, the buyers will be more receptive and understanding, and may agree to a feedback revision request. 

[***super_nova***]

But why?  Is it imperative that your buyers get their item next day?  You raise their expectations and they get disappointed.  Much better if they expect parcel in 6 days and it arrives earlier.  As others mentioned, never try to give estimation of delivery in TOS, they will hold you to it.

[2106greencat]

Mind you, think this particular buyer may expect to receive the tiem a day before it is ordered. X-(

[leader-of-the-band]

I checked the tracking number that you put in your feedback followup.  It shows it was scanned at 15.54.  Where I live, the daily cutoff time Mon-Thurs is 3.30pm for express post.  If it is the same for you then your customer DID get 1 day delivery.

Lesson - if an item sells during the day express post it the next morning.