No control on shipping delay but still will get a negative mark

[golf-ball-heaven]

I’m sure this is not a new question but just starting out as a seller and still soaking up good info.

I have just had a customer (annoyed) as the items she purchased haven’t arrived within the 6-working days both I and (Australian) post state. I have apologized and will send her a gift and if the shipment is not found by Monday will also have to re-ship another $40 dollars of product to her.

OK the $40 + postage $12 hurts a little but it is the negative mark on shipping that will hurt the most as after nearly 50 sales Im still rated 100%.

Is there any comeback as Australian Post are partnershipping with eBay and they are the problem. It seem from reading other post that eBay don’t change if you are unfairly down rated.

[dylan11235813]

The feedack you receive should represent your actions not a third party. If the buyer negs you or gives low DSR (hard to tell who gives them though) contact ebay and insist (by phone) that it is removed. I wouldn't send anything free, sometimes things take a week to get delivered and even longer. Is there tracking?

[digital*ghost]

Do you promise delivery within 6 business days or are you referring to the estimated delivery date eBay puts on all listings? If it's the eBay estimation, your customer shouldn't be taking this as a promise or guarantee - it is just something eBay put there, it's supposed to give people a rough idea of delivery time, but unfortunately it looks like a guarantee to most people. (Personally, if I could stop it from being displayed on my listings, I would). 

If it is a promise you made independently, then I guess I can understand why you'd be compensating the buyer for late delivery - the only thing you can really do re: feedback and DSRs is maintain good communication and service with your buyer, while highlighting the fact that delivery times/delays are unfortunate but beyond your control. The shipping time DSR is supposed to be for the time it took a seller to post an item, not how long it took to receive, so if you can subtly remind your buyer of those things, their overall impression of the transaction is likely to be a little more fair or generous. 

What they do decide to leave, though, is also - ultimately - beyond your control, so as much as it might seem unfair etc, the best thing to do is focus your energies on the things you can control. 😉

[dylan11235813]

Also click and send my be a cheaper option using the flat rate satchels/boxes + you are covered by paypal if an item goes missing. Bad luck for the buyer though if they don't choose to insure/register. I rarely use click and send so the prices may not be so good anymore.

[golf-ball-heaven]

Thank all, good info and yes I use "Click and Send" as it was reasonably priced but then AUSPOST upped the price by 20% a month or so ago so not so hot now but haven’t found any other shipping options, yet.

I don’t promise 6-day delivery but may need to reword it a little.

While on this subject, has anyone found a good (dare I say reliable) courier that covers all of Australia and will pick up without having a $2k per month minimum?

[putney32]

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@golf-ball-heaven wrote:

Thank all, good info and yes I use "Click and Send" as it was reasonably priced but then AUSPOST upped the price by 20% a month or so ago so not so hot now but haven’t found any other shipping options, yet.

I don’t promise 6-day delivery but may need to reword it a little.

While on this subject, has anyone found a good (dare I say reliable) courier that covers all of Australia and will pick up without having a $2k per month minimum?

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be aware that many buyers do not want to buy with courier delivery, if they are not at home they sometimes have to travel long distances to the courier depot (often one or 2 towns away), just to collect your parcel DURING BUSINESS HOURS.

also, couriers do not send to PO boxes, so that takes away from the possibility of buying for many buyers.

personally I avoid any buying if the seller uses a courier (and I live in the City).

[pamela_darren]

Yeah i sold something on ebay a little while ago posted it day after buyer paid and then for some unknowen reason australia post held the item from the buyer he ended up getting it but lucky he left good feedback for me saying it was australia post and was out of my hand.

[go-tazz]

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@putney32 wrote:

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@golf-ball-heaven wrote:

Thank all, good info and yes I use "Click and Send" as it was reasonably priced but then AUSPOST upped the price by 20% a month or so ago so not so hot now but haven’t found any other shipping options, yet.

I don’t promise 6-day delivery but may need to reword it a little.

While on this subject, has anyone found a good (dare I say reliable) courier that covers all of Australia and will pick up without having a $2k per month minimum?

---

be aware that many buyers do not want to buy with courier delivery, if they are not at home they sometimes have to travel long distances to the courier depot (often one or 2 towns away), just to collect your parcel DURING BUSINESS HOURS.

also, couriers do not send to PO boxes, so that takes away from the possibility of buying for many buyers.

personally I avoid any buying if the seller uses a courier (and I live in the City).

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I live in the country and avoid sellers that post via couriers.

It might also be an idea to have the toal number of golf balls you are selling in the listing title.

I scroll past listings that don't state the numbers as it could be for one ball only.

[arb_games]

I have had this argument with Ebay on numerous occasions.

DSRs should be based on when the item was sent, not received.

A lot of customers are not aware of delivery times interstate, for instance, Australia Post advise that parcels from NSW to WA take between 4-6 business days, I have customers from WA asking where their item is within 2 days of me sending it.

But all Ebay respond with each time is to make sure you get it to the customer in time, they just don't accept that sellers are being marked on postage time unfairly.

[dylan11235813]

When I contacted ebay after I received an email from a buyer asking where their item was after 2 days (which they said is what the "Fast and Free" timeframe indicated in the listing) they basically said too bad until I said that it was false and deceptive advertising. The person I spoke to at ebay said they would put in an investigation.

They phoned me back 5 minutes later and suggested I increase my handling time, which I said I would not do as it would lower my best match standing. Then they asked if I had tracking (which I didn't) and that if the item was delivered inside the 6 days timeframe (that apparently is given to ebay by AusPost for whatever postage method)  any negative or low DSRs would be removed. The customer ended up leaving good feedback but ebay still did not understand the fact that the timeframes are incorrect in some cases.

Personally I think the people working at ebay for the most part do not have a clue about anything, even the fact that the postage DSR is for how long it takes the seller to post out.