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Tagged: Guaranteed Delivery
- This topic has 15 replies, 4 voices, and was last updated 3 years, 5 months ago by
Amatino.
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03/28/2018 at 3:05 pm #36506
Ok, this will hopefully not turn out to be gibberish, at least too badly! I did a live transcript of the Webinar and am sharing it below. I numbered each point of interest as it came up in the discussion, for ease of reference (for me). Consecutive numbers may have been part of one discussion in the webinar, it was not presented in this numbered format.
eBay Guaranteed Delivery
Jen Lindh – Director, NA Shipping
Christina Victor – eBay sales
Griff griff@ebay.com
ebay.com/guaranteeddeliveryNotes of Interest:
1. Not all buyers are looking for fast delivery. Some will prefer value or want something specific
2. Research shows that fast on-time delivery is a requirement for buyers today. Something we need to do as sellers to generate sales. Stamp of credibility, builds trust.
3. 2/3 of eBay items already arrive within 3 days or less bc of the work of fantastic sellers. But there is a consumer perception in the marketplace that eBay has long delivery times. So trying to change consumer perception
4. Fast ‘n Free is not the same. “Free” is not a requirement of guaranteed delivery, and “fast” is not guaranteed. Guarantee algorithm looks at buyer location, seller location, and shipping method
5. If you’re already offering one day handling, you don’t have to do anything differently
6. Buyers crave dependability. Based on market research, shoppers abandon carts due to longer than expected delivery times, are more likely to choose a retailer that can accurately predict a delivery date, and 72% of shoppers state that on-time delivery is the #1 reason they return to retailers.
7. Seller success – sellers who were in the program from inception say that they’ve had improved sales without doing anything differently other than joined GD.
8.The GD filter is not item-related, it’s service related. Claim that it is becoming a retail standard. They’re seeing the use of the “toggle” on the eBay page increasing as buyers get used to this option
9. GD updates from seller feedback
9.1 No longer required to use eBay labels
9.2 Covering all late deliveries through 2018
9.3 Expanding to more sellers starting in May
10. Late delivery coverage is guaranteed by eBay. Sellers are responsible to meet handling time. After that, eBay takes it from there. If it arrives late, eBay will either provides shipping reimbursement or an eBay voucher, or free return label.
11. From May, sellers will automatically qualify if they have a minimum of 100 transactions per year, late shipment rate of 5% or less.
12. Listing eligibility
12.1 Offers same day or one day handling
12.2 Lists eligible carrier services (USPS, UPS, and FedEx)
12.3 Include a postal code for the item location (must be accurate) There is a separate program for folks who don’t have a fixed send address, will be covered in a later discussion
13. eBay will be automatically identifying which of your listing meets the listing criteria (#12)
14. If you want to update your listings that don’t meet the seller criteria or listing criteria, they will be added to the program
15. There is a separate GD Bulk Editing tool that will allow you to see which listings don’t meet program requirements and update them in bulk so that they do.
ebay.com/gdbulkedit
16. GD is a choice, you can opt in, or opt out
17. Increase listing visibility and drive sales, offer free shipping, those offering free shipping have higher sales. If you’re wanting GD, it’s a full package. Youcan add expedited shipping options at a reasonable price.
18. You can filter in the search results on desktop for 1-day or 2-day options.
19. If you can do same day handling, do it, bc you will show up to more buyers. There is a tool where you can set your own handling schedule by your own time
ebay.com/ship/cutoff
20. Urge you to not draw conclusions on how it will work for you until you test it.Questions:
Q: If buyers buy on Friday, ship on Monday?
A: Depends on your handling. If you have same-day handling, you must ship on Friday. See your Ship By date on your shipping page
Q: Do Sat, Sun and holidays count?
A: No, handling time is business days only
Q: Weather or other delivery problems
A: eBay watches the weather a lot and looks into adjusting the delivery calculations for the zip codes under natural disasters
Q: What does it cost me as the seller if the item doesn’t arrive on time?
A: 95% of EGD items do arrive on time. If the seller meets the handling requirement, eBay will guarantee. See (10) above
Q: What if it’s seller’s fault?
A: eBay will ask you to cover one of the 3 make-it-right options. If you offered free shipping, the buyer doesn’t pay shipping, so eBay will give a voucher instead of returning the item. The 3 options are buyer choice. It’s risk free on the seller side, if the seller meets handling
Q: Two different orders shipped at the same time in one package
A: Should have been sent as a combined order. Don’t combine orders on your own.
Q: Post office doesn’t scan items/scan items on time
A: Provide the post office, zipcode, and an item number or the item numbers (only one required) and eBay will take it up with the Post Office directly. Email this info to Griff directly.
If you’re bringing in multiple packages, use the bulk label print option to create a scan sheet which gives one scan code for all of the packages.
Q: Will my items be included as long as I meet handling time?
A: You have to meet seller requirements AND listing requirements and eBay will automatically upgrade you into EGD. You can opt out of the program, e.g. by having 2-day handling. You can’t opt out before you’re in, you can opt out in May.
Q: Is there a charge for this service?
A: No charge to buyer or seller
Q: We are closed on Tuesday, we offer one-day shipping.
A: You can’t specify which days work for you. If you don’t ship on Tuesday, you’ll default on the program.
Q: What happens if you can’t be at your business bc of, say, medical issues? Would a doctor’s note remove a defect?
A: Have a plan in place so that you or a designated friend or relative can put your store on holiday mode. Every business should have an emergency plan, e.g. in CA have an earthquake plan. You must have somebody who can log into your account and put it immediately into holiday mode, or can come in and ship your items. A doctor’s note will not remove the defect. Don’t work around trying to please eBay, work around trying to please your buyers.
Q: What are the seller protections?
A: eBay will remove negative feedback if you were not at fault
Q: What are the advantages of EGD?
A: If folks toggle the EGD button, you’ll disappear from the search page. Consider always what is the perception your buyers have about your business? What’s best for your business. Not who’s right and who’s wrong. All the changes eBay makes, they really listen to the sellers and then look at what buyers want. They try to cover both sides. As sellers, you have to offer what buyers really want.
Q: How does this program benefit sellers who already fit the criteria? We’re already doing it, and we’re just going to be one of 2/3 of the sellers – no reduction in competition
A: Buyers now have the guarantee, and it boosts visibility.
Q: How can we get the buyers to understand that we’re closed on weekends?
A: If you have one day handling, that’s fine. It won’t be a problem and it will show up in the GD shipping calculation. If you want to, add one line into your listing that says purchases on weekends will be shipped on Monday
Q: What happens to purchases made in vacation mode?
A: You can change shipping to 2-day handling. When placing your store into vacation settings, by just changing settings alone, will not indemnify you. You have to bulk edit all your listings to change your handling time. The message alone on top will not protect you. Putting the store in FULL vacation mode will hide all your fixed price listings, and this will give you the protection from defects.
Q: Are auction listings part of EGD?
A: Not yet. It’s under process review
Q: How do I indicate item location by zip code?
A: Enter it in the listing where it shows it.
Q: If I go on 5-day vacation, can I opt out of EGD for that time?
A: It won’t make a difference. If you don’t ship within your stated handling time, you’re in default. Bulk edit your handling time, or put your store on FULL vacation mode.
Q: When will the listings start showing up in the program
A: For May, it will start in May. For those who have already been accepted, your listings will show up immediately that they fulfil the seller and listing criteria.
Q: If an item is delivered late due to no fault of the seller, is negative feedback removed?
A: Yes, it’s removed.
Q: Does EGD have to be 3 days? Can it be 5 days?
A: In actual fact, it’s 4 days. But the toggle shows only 3 days. Buyers can choose 1-day, 2-day, 3-day, or 4-day, but the default is 3-days. The program uses zip code from, zip code to, and carrier used for its algorithm. So results for sellers in CA will be different for the same buyer if the sellers are in different cities, for example.
Q: Can you avoid a penalty when the buyer asks you to ship item at a later date?
A: If a buyer buys something through EGD, they’re going to be out of the EGD. It will change their delilvery date. Notify the buyer it will no longer arrive on the date. Use the eBay messaging system for all discussion.
Q: How can I join the program?
A: Check your late shipment rate, it must be under 5%. Ensure you have sold at least 100 transaction. I.e. meet the criteria. eBay is inviting people in “waves” as they fit the criteria. -
03/28/2018 at 3:12 pm #36508
Additional notes on the live transcript:
Firstly, please excuse errors. I was literally typing as they were talking.
Secondly, item #9.2 Griff seemed to think that eBay will cover late delivery for all reasons, including seller’s not shipping within their stated handling time. The ladies were very definite that this is NOT true. If you ship late, you’ll pay for the remedies. If you ship on time, eBay will pay. Griff repeated this mistake later in the webinar. He thinks eBay will cover ALL late shipments for 2018 and seller will only pay starting next year. The ladies shut that one down entirely. There’s further discussion on this in one of the Q&As.
Item #17 They were talking too fast for me to keep up here, so it’s a bit garbled. Free shipping is NOT a requirement for EGD, but they recommend it.
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03/28/2018 at 5:28 pm #36532
Just want to add in the live chat before the Weekly Chat, they confirmed that two existing requirements will go away in May: immediate payment will no longer be required and returns will no longer be required. They also acknowledged that the possibility of adding it to auction listings is being reviewed.
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03/28/2018 at 5:48 pm #36533
Oh, and also, I watched the webinar and am not as certain as you about the 2018-2019 issue. I’m not sure the GD team reps weren’t confused about the question Griff was asking. But it’s not a big concern for me—-even if you are right, I’ll opt in.
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03/28/2018 at 6:45 pm #36541
And, should have said this first, great job on the transcript!
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03/29/2018 at 6:27 am #36565
EBay operates on Pacific time. If a paid order comes in just after Midnight local time but it is still before Midnight Pacific time, are the “days” based on Pacific time or local time (Handling and delivery)? I’ve never been clear on that. Thanks for the transcript.
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03/29/2018 at 8:51 am #36571
picking pair, I’m on the east coast, and I have one day handling time. if an order comes in before 3AM ET on Tuesday morning, I must ship it Tuesday, because it counts as a Monday order. If it comes in after 3AM Tuesday morning, I can wait till Wed, as it counts as a Tuesday order. So, yes, it’s all based on Pacific Time.
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03/29/2018 at 8:42 am #36570
Picking pair, Griff said to look at your shipping page. There’s a “ship by” date and time next to each listing. However, you can adjust your handling time to your own time zone, if you wish. (Item #19)
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03/29/2018 at 10:02 am #36583
Thanks, although using Seller Hub, the “Orders >> Awaiting Shipment” page doesn’t have that “ship by” information. It should as that is what I use to do my shipping. There is also no link on the Seller Hub to the “All Selling” page. It took me a while to actually find the link, and I’m not sure now how I actually found it. I’ve now added the link to it on my Seller Hub under “Shortcuts.”
UPDATE: Just sold something and there is no info on “Ship by” on the All Selling Page … ???
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This reply was modified 3 years, 5 months ago by
PickingPair.
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03/29/2018 at 11:26 am #36601
UPDATE 2: The prior order was a GSP, so no Ship By date was identified. I just got another normal order and (yea!) there is a Ship By date showing on the All Selling Page under SOLDS. Still it’s crazy that this is not identified on the Awaiting Shipment page for each item.
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This reply was modified 3 years, 5 months ago by
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03/29/2018 at 11:38 am #36603
I have a “tasks” box in Seller Hub—-it tells me how many items I have to ship, and below that, it tells me how many have to be shipped today. If I click on those numbers, it takes me to the page from which I can ship labels. The tasks box also tells me if I have offers or questions, not sure what else it includes (if anything). It’s the first thing I look at in Seller Hub. You don’t have that?
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03/29/2018 at 1:27 pm #36616
Ah thanks. I just “customized” the Seller Hub page and added the Task box. I’m all caught up at the moment so nothing there currently.
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03/29/2018 at 1:36 pm #36622
you’re welcome. Mine’s empty too…did the shipping this morning….would prefer to see some shipping reminders!
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03/29/2018 at 6:44 pm #36661
Actually the link I get under Tasks takes me to the same page as the “Awaiting Shipment” page, which doesn’t have the “ship by” date. 🙁
I guess I’ll just use my shortcut link to the All Selling/Sold page.
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03/29/2018 at 8:17 pm #36666
Thanks for the transcript, Amatino! Great job!
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03/30/2018 at 1:21 pm #36749
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