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So now that we’re all probably knee deep in items not getting delivered on time, I’m looking for some expert advice on best practices. I know with some eBay issues you just let the process run its course. Does that apply now? I have at least 20 sales that are past their expected delivery date without any tracking updates for several days. Two buyers have contacted eBay about INRs. I have filled out USPS help request forms and messaged the buyers that I did so and I just say I hope it gets there soon. One item is pretty expensive. Can eBay make me do a refund and I have to hope the buyer will be nice and pay me back if they get it? Do sellers have any leverage/control in this situation?
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eBay just sent me a message saying my account was going to drop into “bad standing” if I didn’t handle an INR that I’d already uploaded tracking for and contacted the buyer letting them know about the delay. By “handle” they mean refund, 100%, no questions asked/no need to pay out in the item eventually arrives.
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IndySales,
What does the “status” field in the list of your cases/requests say? I have an INR open as well that I have responded to with messages, and its status says “Awaiting buyer’s action”, presumably because I was the last one to send a message. I am hoping that as long as that is the status and the buyer doesn’t escalate, that I’ll be okay.
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Yeah, the key is to keep communication open with the buyer. If they can be mollified, the case shouldnt proceed.
eBay also put out this notice: https://community.ebay.com/t5/Announcements/UPDATE-Helping-buyers-understand-shipping-delays-and-what-you/ba-p/31412134
For items in transit, we are keeping cases open for 10 more days from the time a buyer asked eBay to step in to allow additional time for the item to be delivered.
This is big. So once a buyer opens a Item Not Received case, we have 10 days to hope the item is delivered.
A buyer can only open an “item not received” request after the estimated delivery date plus 1 day. When a request is opened the seller has 3 business days to respond before the buyer can ask eBay to step in.
If tracking on the item shows movement within the past 10 calendar days and the parcel is in the destination country, we’ll keep the request open for 10 more days from the time the buyer asked eBay to step in to allow additional time for the item to be delivered. After that time, if there is no updated activity, eBay will consider the item lost and we’ll ask the seller to refund the buyer.
So I’m reading like so:
–Day 1: Buyer purchases on Day 1. Lets say its estimated to be delivered in 5 days.
–Day 7. They can only open a case after delivery day has passed plus one day.
–Day 10: Seller has three business days to respond. So it could be five calendar days if its over a weekend. If the seller can calm the buyer, the clock keep ticking. But the buyer can then ask eBay to step in.
–Day 10-20: If the seller can show tracking was uploading with some kind of movement, then the buyer must wait another 10 calendar days. It says “if there is no updated activity, we’ll ask the seller to refund the buyer”, so its unclear that any movement keeps resetting the clock.
So basically eBay is giving a MINIMUM of 20 days for packages to be delivered. But if you can keep the buyer from getting eBay involved or have a longer handling time, that time is even more increased.
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I mentioned this in the weekly show thread, but worth mentioning again here. Buyer opened a case for item not received. I requested that the USPS check on the package and that is in process. Buyer checks in again a few days later and requests that I refund. I called eBay and my rep put a 10 day hold on the INR case since the package had a recent tracking update and I’d been in communication with the buyer. This basically holds the automatic refund for 10 days to allow more time for the package to arrive.
Not sure what the outcome would have been for one of my others that are just lost in the flow with no tracking updates.
Good luck!
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Not sure where else to post this, so I’ll post it here…hopefully, someone will find this useful.( I saw this idea elsewhere, can’t take the credit for it LOL)
First thing I do if I see an item looks like its going to be late is I check USPS Tracking and ask USPS to email me tracking updates so I can keep up to date on its progress. In the past, this always worked pretty well, because I usually was only tracking one package at a time. But now I’m tracking a bunch at a time, and the only info the USPS provides in its email updates is the Tracking Number….no way to see which item it is from the email
Here’s the hack….when you fill out the request, you fill out a field for your name and one for your email address. Fill out the email address as usual, but for the name field, put in your name followed by the item name : John Doe Ceramic Santa…..when the PO sends you the update, it will address you as “John Doe Ceramic Santa”, so you can immediately know which item it is.
Hope this helps!
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@mycottage I love this! Thank you I was just wondering how to keep track of the ten requests I have with the USPS. Thanks 🙂
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Great tip, MyCottage. Also thanks, Jay, for posting that update and what it means. I’m in the midst of mollifying one buyer (who is quite chill, thankfully, and has not filed an INR with eBay yet) and filed a missing mail query for a Priority package that has not had a scan since December 1<sup>st</sup>. The only response was a cheery note from someone at the destination post office reassuring me not to worry, they checked the tracking and the package is on its way! Query resolved! They said to resubmit the inquiry at the 21 day mark if I want but I’m thinking of filing a lost mail claim instead at that point. Not sure which is better.
But I wanted to remind everyone that the shipper can get the USPS to return a tracked package for a $14.95 fee plus the cost of return shipping. Could be worth it if you have to refund a buyer for a high value item that you feel is probably just stuck and not actually lost.
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I have discovered that every time a buyer responds to an INR case it opens it back up even if you have uploaded the tracking number and the message is just “ok” or “thanks” or such. To keep it as “awaiting buyer’s action,” I upload the tracking number without putting a message then sending them a message through the regular messaging system in hopes they will reply that way. Otherwise, you have to keep uploading the tracking each time they reply.
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So I have a related question for all, just wondering how you are all handling this. My plan for the shipping delays was to increase my handling time from 1 day to 15 days. Then I was planning on shipping on day 1, giving myself 14 extra days for the whole process.
Right now for me it’s working like this. It is taking 8 days (total, not business) to just leave my small town post office and head to Indianapolis. Then it takes 8 days to get out of Indy. Then it seems to get delivered around day 18-19.
I feel the Christmas rush might be finally approaching an end. So I just sold 6 things this week-end. The question is this. People are not expecting things until mid Jan (15 day handling – I don’t have to ship right now). Should I wait and hope the delays end – and ship in about 10 days or so when shipping may be back to normal – or should I ship today – let it get in the log jam, and hope it’s out of the jam in 10 days or so. Just curious how others might be handling this.
15 day handling time did seem to hurt my sales at first – but I think that was just the Christmas rush coming to a slow. People are buying from me and don’t seem to care that my handling time is so long. Just sharing.
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gfd_622 Just my opinion, but I would still ship within one day. I’m not sure most buyers are really aware of “handling times”, they are more likely aware of estimated delivery dates. So, if they are upset because a package arrives past even your extended delivery time, you will at least be able to point to the fact that you put it into the shipping stream as soon as practical.
I do agree, I think at this point, there are going to be far fewer purchases made with the idea that the package will arrive by Christmas. People are either buying for themselves, or are buying gifts they are willing to give after the 25th because, you know, 2020….
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I view extending handling times as way to give buyers a more accurate expectation of delivery. For instance, if you have a 10 day handling time, before a buyer even purchases they are shown a far out delivery date. I will still ship within 1-2 days but their estimated delivery will be more on point. Does eliminate false expectations.
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Just got a USPS tracking update for one item that I had to refund. It was stalled since Nov 27. Item was shipped from Atlanta to Denver. No scan since Nov 27 but today a scan showed up in Las Vegas.
Hang in there. USPS is catching up!
Most of my items are not purchased for gifts but usually my buyers are in a hurry for their items. Almost ready to un-do my ‘Time Away’ setting.
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