Complaints about shipping cost

[WBird]

I’m seeing more messages lately from people complaining about the shipping on some of my large items, like a floor lamp. I use ebay’s shipping calculator on all my listings and put in accurate measurements and weight. I have free local pickup on most of these items, so that should prove I’m not a crook. Some of these messages aren’t even polite. I respond that it’s calculated shipping based on exact measurements, weight and distance traveled. On the latest message, I sent back exact measurements and weight and told them if they knew a cheaper way to ship, to please tell me. They just responded, “Well, I see someone else offering the exact thing for X shipping.”

I’ve also had people tell me to force items into flat rate boxes that don’t fit and to send a Pyrex casserole dish in a large flat rate box. (Not if I want it to get there in one piece).

I’m trying to avoid smart-aleck responses on the 2nd or 3rd message from the same person. Is this happening to anyone else and are you handling it any differently than I have?

[Jay]

I think you just got a bad batch of potential buyers. I cant remember the last time we had someone complain specifically about shipping. We do get people who gives us offers of $20 shipping included (on a $50 heavy item). We just counter with our offer + shipping.

If you are accurately weighing items and using eBay’s calculated shipping, then you’re doing it right. Nothing more to say. If others sellers want to lose money on shipping costs, then that just means they’ll burn out and disappear from the competition quicker.

[Ryanne]

i think you’ve responded professionally and accurately. when someone has said “another seller is shipping for less” i just say, great buy from them and i guarantee they are losing money on shipping. no harm no foul. then BLOCK them.

[AdventureE]

I would offer that buyers do not really know how shipping fees are calculated. Some sellers underestimate shipping fees in their listing or even choose to send it in a way that may have a reduced amount of packaging leading to possible damage in shipping. On the otherhand, there are some who pad their shipping fees for various reasons.

I would offer that you do not debate shipping. I think the way you handled it was right on. You simply tell them the standard ebay calculations you used and if they have a problem, you invite them to purchase the item from the other seller. This will save you headaches in the long run. If they are debating you (and not being polite about it)before they even purchase the item, I do not imagine the process from start to finish will go without complications. On a final note, I would offer that you are the expert on your business. Other businesses do not debate shipping charges with each customer. They simply put the product online and then make a decision about shipping charges and put it out there.

[Liz]

People really have no idea how much it costs to ship packages. Or even how the post office works, for that matter. I am in a homeschool curriculum resale group on facebook, and there are dozens and dozens of really basic questions about shipping and packing.

I really think the general population imagines that Mr. McFeely from Mr. Rogers Neighborhood is hand carrying parcels.

[Sigilini]

I have noticed that if a seller is closer than I am in distance to the buyer, and the shipping is calculated, then it will be lower than my shipping rate.

So yes, of course other sellers might have lower rates. I am on the West Coast so I can see the range of fees from here to NY. NY to NY is way different than CA to NY.

[Inglewood]

People are use to very cheap shipping or free shipping from mass retailers. They don’t understand how eBay works or that low-volume shippers don’t get the same rates.

I also hate at the post office when you have someone in front of you arguing rates with the post office wasting everyone’s time.

The one thing I don’t like with calculated shipping on eBay is that they don’t include your shipping rates – they use the most expensive rate instead of any discounts you may have. For example, I get 27% off shipping with the post office based on the volume I sent in 2017. This 27% is not removed from the shipping cost that eBay calculates.

[Jay]

I guess eBay could add an option for “include shipping discount in price”.
Most sellers (like us) enjoy the shipping discount to help pay for shipping supplies and pay for shipping.\/handling labor.

You could just create a “permasale” where all your items have a discount.

[Sharyn]

Wait a minute! You can offer discounts on shipping to your customers. I extend my FedEx shipping discount because I figure if I can make or break a sale on shipping costs, then I do pass through FedEx discounts, but FedEx only. You can extend USPS discounts if you want.

Go to Account Settings
Click “Site Preferences”
Find “Shipping preferences”, Click “Show”
Next to “Offer carrier-specific discounts to buyers”, click “Edit”
You will be taken to a screen where you can offer a percentage off, or you can chose to extend your shipping discounts for USPS, FedEx, or UPS

Hope this helps!

[AdventureE]

If you choose to give the shipping discount to the customer, I would offer not to do it too soon after the sale. If a return occurs,you may wind up paying for return shipping which means you will be paying out the original shipping discount on top of the return shipping cost.

[Author]

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