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So, to recap the issues we have had with eBay this week:
1) We signed up for the Global Shipping Program last week. Then we had an international sale to Spain yesterday, but direct though us, not part of GSP. I called eBay this morning to ask why this didn’t go through GSP, and they don’t know why. Concierge even did tests, called me back and said that we did everything right, everything they need on their end is fine…but our items are not GSP, and they don’t know why. They are calling us back.
2) We received a message last night that we were dropped from Ebay Guaranteed Delivery for non-performance. The metric said that we had 8 packages out of 53 that did not have tracking loaded on time. These 8 were the 8 that EBAY dropped the tracking on, and when I called them (on 12/31) asking why the tracking was removed, they said to add it back and they would make sure that these 8 would not negatively impact us. Well, now it is negatively impacting us, and they can’t seem to fix it. I also asked why the metric is looking at only 53 shipments. We do that in about 5-7 DAYS. Most other metrics are over the course of at least 30 days, if not 90 days. Concierge said that the roll out of how to drop people is just starting, and they seem to have some issues (the rep said it didn’t look right either). They are calling me back tonight at 7pm.
3) FedEx SmartPost label costs have increased dramatically and without warning to sellers, but the cost was not passed on to buyers. I’m thinking that this is a glitch on the calculated label cost to the seller (and that is also my hope), but this glitch is definitely out there, and they don’t know what the fix is or when it will be corrected. Concierge is to contact me when they have information
And this doesn’t include the First Class 14-16oz calculation glitch (which we avoided since we us Flat Rate, and the First Class International glitch.
5 significant glitches in one week. I really hope they are getting all of this out of their system now…
Ok, rant over. We are still 100% in support of eBay and the platform, but they really stepped in it this week…and then stepped in it…and then stepped in it…
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For me the GSP works well and i have GS turned on, and as an alternative service i offer priority mail. What should happen is a buyer will be directed to GS but if it is not available then calculated priority will be offered.
I spoke with ebay about the smart post issue and have been ‘guaranteed’ with a sr number that i will only be charged what the calculator is coming up with. It is a known issue, and the root of the issue is fedex and ebay are disagreeing on rates in the new year.
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Geoff: Oh, I hear you and we were excited to join GSP. We signed up, they think we signed up…but we aren’t in GSP, and they don’t know why. That is the frustrating part…
I saw your post on the SmartPost issue as well. I’m with you, and I’m thinking that the SmartPost rate is way too high as well. The issue that I have with all of it is that they are showing a glitch with the billing and paying rates being out of sync, and they are causing the turmoil and dealing with buyers one at a time. Not a smart way to do business.
Overall my issue is that they are not getting their collective crap together and handling their business well. I’m hoping this is a bump in the road, but they have to do better…
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I have not head anything about what they are doing with the buyers – are you saying that ebay is going to them with the new shipping rate?! My hope is that Ebay would essentially eat the loss if that is what it comes down to, not sticking the buyer or seller with the shipping difference. But yea i agree it is a bad glitch – especially since the entire business is shipping things to people!
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need to close a return, and have been on hold with anchor support for over 25 minutes. just hung up and tried again just in case. guess they’re getting slammed with calls. d’oh!
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So far they have been good about solving everything except when there is a technical issue, which only the programmers can deal with. Unfortunately, that is what we are dealing with so far. Hoping this call goes well…the EGD issue really ticked me off. So much wrong on that one…
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Im my relatively limited experience i have found that if you get up to the right level (the “Advanced Team” the team that assists with file exchange) they can fix things in an instant often times, whereas the normal reps will bump into each other not knowing how to get anything done. The trick is getting to that advanced team. The only sure fire code i have to get there is to ask to talk with someone about file exchange – otherwise the reps seem trained to not pass you to the higher end resources.
Anyway – i would bet money that says the team that knows how to do file exchange also would be able to fix the issue you are having. I don’t think it is a matter of anchor support versus non anchor support – it is getting to the reps that are almost as close as being the technical developers as they are service people. Just the other day they were adjusting a bug i had on the seller monthly limits and my screen was literally changing while i was looking at it –
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Concierge has said that there are a lot of people that had the same error. Basically, there was some glitch at the end of December where a lot of accounts had the tracking numbers erased on eBay. But even though we added the tracking back on, the shipping metrics still show these as “late tracking” (which is really stupid since the acceptance scan is still BEFORE the “Handle By” date, even if the tracking uploaded date is past the “Handle By” date.
A ton of people are working on this issue, but no timeframe. Good news is that we are BACK on EGD, our items are up and working for EGD. He said we are the first account that has it turned back on (so YAY for us).
The other concern is that the metric was showing 8 problem shipments on a 53 shipment timeframe. That is waaaay to tight. 1 carrier forgets to scan the form and we are toast. The rep said that maybe the universe of shipments are ones using EGD. Not sure.
We have a follow up call scheduled for 7pm on Monday to find out what the universe is of shipments for this metric.
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So, we just got burned on the FedEx SmartPost issue. Two items were charged SmartPost to the buyer at $12. Our cost on one was $20 SmartPost, $14 Home Delivery (we chose HD). The other had our cost at $18 for SmartPost, $14 for HD. Shippo had our Priority cost at $13, so we went with that.
Called Concierge, and she was told from the techies that the issue has no foreseeable timeframe for resolution. She said she was told that the workaround was to go to the FedEx.com for the dimensional cost, and put that on the listing as a flat rate…
I was not happy.
After explaining the myriad of issues wrong with that as a solution, plus the fact that this solution (which was arrived at 2 days ago and not communicated to buyers), I asked for a shipping credit to cover the extra cost. We are talking tomorrow if I don’t get it. She was good and nice, but the supervisors at eBay are really putting them in a bind when they don’t get out ahead of these issues.
So we will be removing FedEx as a shipping option on all 1700 of our listings. Thank God for SixBit…I can do that in 5 minutes…
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So from your conversations with Ebay, you are not being told that you will be made square regarding the shipping cost?
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I had a bad week with ebay this week too and it also had to do with guaranteed delivery. I got an email from ebay stating that I was in danger of losing my guaranteed delivery status because of 5 sales that were scanned as late, although they were shipped on time, as always. I clicked on the link and checked the 5 items and they all showed as shipping and scanned on time. So I called ebay and got transferred to their “seller performance” dept, where I waited ON HOLD FOR 55 minutes. 55 MINUTES. I finally hung up and called back and asked that person to NOT transfer me. He said he’d look at my problem. He then said that the email was a scam email and that I needed to change my ebay password, and if I really wanted to be prudent I should change my gmail password too, since I had clicked on the link. He said that he thought it was a scam email because it wasn’t showing up in my ebay messages, and every email they sent should also show up in messages. ( I checked and it wasn’t.) So I dutifully changed my ebay password. He said not to worry about the guaranteed status, that I still had it…no worries.
He also asked me to forward the email to their scam dept. I did so and received an email back saying that YES the email was a scam email, and thanks for forwarding it.
Two hours later, the email showed up in my messages. So it wasn’t a scam email after all.
Two hours after that, it showed that I didn’t have any late scans.
So, happy ending, but I was extremely frustrated over spending about 2 hours on the phone over this mess. Ugh.
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