posted on August 21, 2001 06:14:37 AM new
So, I'm checking my feedback today and see this:
Shipping Very Slow! However, good Seller!
It was a positive, so I'm happy about that, but I'm wondering about the slow shipping bit.
So I check my records and the auction ended on 8/10, I received notification of the electronic payment on 8/12, and I shipped it on 8/14. My TOS clearly state on the auction page that I ship within 3 business days of receiving payment. So, for this payment that arrived on a Sunday, I actually had until that Wednesday to ship it. Since I shipped it on that Tuesday, I was well within my TOS for shipping.
My response was this:
Payment rec'd 8/12, shipped on 8/14, well within my stated TOS, how is this slow
I wonder how this buyer would have felt if I'd commented on her "slow payment" because I received it 2 days after the auction ended instead of 1 day. Sheesh!
I remembered that recent thread along these same lines, but this one goes to show you that even when you state your shipping policy clearly on the auction page, someone won't pay attention.
posted on August 21, 2001 06:21:07 AM new
BJGrolle, it's a drag, but savvy eBayers (buyers that is) don't worry about it. I have a friend who buys primarily books on eBay. She says among booksellers there's a lot of neutrals about slow shipping. Why? Because we ship Media Rate. She doesn't even pay attention to it anymore. She asked me recently if Media could take 30 days, and I said something about reading that from Hawaii it could. Sure enough, that's where her seller was.
Your response is fine. And logical eBayers will know you did your job well.
posted on August 21, 2001 06:21:40 AM new
WOW What a bunch of crap!!! I note twice in my auctions now including average hours and days until shipping. Then when I receive payment I email a thank you with the shipping day. So far so good.
I am sure I will get nailed sooner or later though, people expect you to run to the PO as soon as they pay you. It ususally seems to be newbies, I think they are afraid you are stealing their money.
Oh well at least it is a positive, What can you do.
posted on August 21, 2001 06:44:03 AM new
Yes, I also send out notices of when I ship the items and all the buyer has to do is look at the postage mark to see exactly when it was shipped, if there should be any doubt about my having told the truth. It actually took only 6 days from the day I shipped until the day feedback was left, so to complain about slow shipping is ridiculous. Also, I state in my TOS that I'll upgrade to Priority Mail if they need faster delivery, but I guess the buyer didn't bother to read that either.
And it is a newbie buyer, too.
I don't know if she wasn't happy that I didn't run to the PO first thing Monday morning or if she's blaming me for the PO taking 6 days to deliver. Maybe I'll find out. I sent her an email, keeping my tone nice, of course, to find out exactly what she meant by the slow shipping comment.
Ack, so now I need to lengthen my TOS to make sure they understand that Media Mail won't get there in 2 days maybe?
posted on August 21, 2001 06:56:21 AM new
Yes, I notice too that buyers are antsy to get their items ASAP. Which I think we all are. In my TOS I don't include the length of time it may take for media mail to arrive, but I do put this in my EOA notice (if they choose media mail): Be aware, media mail shipping can take as long as 4 weeks before it is received.
Haven't had anyone comment about it, but no one has complained about slow shipping either!
posted on August 21, 2001 07:32:05 AM new
BJ-When I'm checking feedback and I see a comment like that one left for you-I think "What a putz". I'm betting I'm not the only one.
posted on August 21, 2001 07:39:42 AM new
"Payment rec'd 8/12, shipped on 8/14, well within my stated TOS, how is this slow"
In my infinite retrospective vision, I probably would have left out the "how is this slow" comment on your response. The first part is a clear, professional rebuttal to their comment, the last part just appears argumentative.
posted on August 21, 2001 07:55:46 AM new
Yep, you're right, captainkirk, should have left that last part out, but I couldn't resist. Must learn to control those dratted impulses! Seriously!
I think I'll be revising my TOS on my future auctions to note that Media Mail can take up to X weeks, longer for Hawaii and military mail, etc. It's possible that newbie buyers might not recognize the distinction, which isn't their fault. But obviously some buyers can't make the distinction between slow shipping (me) and slow delivery PO.
posted on August 21, 2001 08:52:59 AM new
This is why I abandoned media mail. Too many "slow shipping but good seller" type of feedbacks starting to gather up. Make them pay twice as much to receive something a few days earlier. I did receive one neg for slow shipping after sending the package two days after getting the paypal, eight days for media mail- 12 days after the auction end to receive item is slow? Some of my bulkier items don't even get mailed until 12 days after the auction end and the buyers don't complain. Must be a book thing.
posted on August 21, 2001 09:04:02 AM new
And if your postage quote in your TOSlooks like priority ("shipping $3.50" they will assume it's priority when it may be a five pound media rate plus your box for packing magazines.
It might be best to give them a choice:
Shipping is $3.50 media mail (can take up to 4 weeks), or $8.00 priority mail, winner's choice"
posted on August 21, 2001 09:55:33 AM new
Sounds like you had a "can't please at any cost customer" as well, quickdraw.
I do offer a choice in my auctions, although I don't quote the Priority rate, only the Media Mail rate. I've had very few buyers email me for an upgraded quote, but it wouldn't hurt for me to start listing approximate delivery times and rates for both as capotasto suggests.
I always give the shipping method, never just a price, so buyers cannot assume anything incorrectly, too.
posted on August 21, 2001 11:23:20 AM new
I used to get a lot of "where's my book" emails from buyers. I would patiently write back that although book rate is cheaper it does take longer. I got tired of those weekly e-mails so I put in my TOS...
U.S. buyer to pay USPS Book Rate shipping of $1.50 (Takes around 3 weeks for delivery) or Priority for $3.50. I ship within 1-3 business days of payment.
Problem solved. Not one "where's my book" e-mail since.
posted on August 21, 2001 01:47:33 PM new
I spent a little time this afternoon revising my TOS for future auctions and I'm making it clear that Media Mail can take 2 - 3 weeks and I'm also quoting a Priority Mail rate. I've also put the Media Mail delivery time in my EOA notice.
No guarantees that will head off the ignorance though.
I'm in Hawaii and sell books which means I have to explain that Media Rate literally goes by boat to California first and then is routed to its destination from there. This is even with using the barcode for the ZIP.
Even with Priority Mail, I have to quote longer times than you folks on the Mainland. My auctions state something like: "Shipping for this book in the U.S. is the Buyer's choice of $3.95 for Priority Mail (5 to 7 days), or $2.50 for Media Rate (4 to 6 WEEKS from Hawaii).
THEN, I put it again in my WBN. I always use DC, so when I send the shipment notification I give them the DC number and the link to track it themselves. And, I state AGAIN in the shipment notice that it will take 4 to 6 weeks.
So that's three times the buyers have been warned about the long shipping time for Media Rate from Hawaii.
HOWEVER, NOW THAT I USE ENDICIA, I'm finding my Media Rate envelopes (craft books, etc.) are being delivered in 3 to 4 days. I'm not sure if it makes me look good because of the fast shipping, or makes me look like an idiot because I told them 4 to 6 weeks and then it gets there practically overnight!
My point (finally!) is that if you clearly state the estimated shipping timeframe, you will have fewer grumbles from the Buyers. Can't help you with the manic ones who expect you to ship before the auction has even ended, or who can't be satisfied no matter what you do.....but at least with those you can calmly point them back to your TOS.
LAST PLUG for Endicia...since I can give the packages to my mail carrier, I don't have to worry about transportation to the Post Office and I can ship even on days when I don't have the car. This alone has saved my bacon with the BINs.
Aloha and keep fighting the good fight. You can't please everyone.
posted on August 21, 2001 07:24:25 PM new
I don't think there's any real solution as long as buyers confuse SHIPPING with DELIVERY. We could ship within 5 minutes of a PayPal payment and if it still took 3 weeks for the Post Office to deliver, guess who gets the irate email or possibly poor feedback?
This problem is rife on Amazon Marketplace and I stew about it even though I haven't gotten any negative FB yet for slow "shipping".
In my email to ebay buyers I do belabor the point about slow delivery to the West Coast, and I end up with a good percentage of Priority sales. I also suggest DC which many people end up taking. I know that DC is sort of controversial - it's not a true means of tracking - but it does solve the "did you mail it?" problem because they can check this for themselves online if they want to.
posted on August 21, 2001 07:42:34 PM new
Hey Brenda - right after reading this thread, I just got my first-and-only email from a buyer who apparently was very turned off by my email about delays in Media Mail delivery. She wondered aloud if it was worth sending her money if it's that risky, or whether I was just having a bad day! I wrote back saying no, I am just trying to give my customers a heads-up, but I am left with that "can't please everyone" sensation.
posted on August 21, 2001 08:45:57 PM new
I usually give a choice of Media or Priority shipping, but lately I have been quoting First Class shipping on lightweight books. It has become a real problem - twice in the last week I have had complaints from buyers who haven't received their items within 10 days of shipment - now tell me, if this is the case, why even bother with 1st class. Might as well go with Media!
posted on August 22, 2001 05:17:26 AM new
When I've shipped Media Mail to Hawaii I've found it takes between 2 and 3 weeks. Last year the same thing was happening with shipments to California from Ohio, about 2 1/2 weeks, but this year for some strange reason (haven't changed anything on my end) it seems to be a bit faster there.
Hey keziak that's a new one (or maybe not). Buyer is dissatisfied with delivery time quoted so now buyer wants to back out...
I don't do a ton of buying online myself, either through auctions or otherwise, but it occurs to me that I don't often see delivery times quoted before placing an order. Shipping times, yes, but for delivery methods there's usually a drop-down box or something to choose from, but no estimated times given per choice.
But I guess we have to go the extra mile sometimes for buyer education and confidence.
It's strange that First Class should take so long. Whether it's an envelope or a package, it shouldn't matter. I don't think I've ever received a payment postmarked more than 4 days previously.
they will assume it's priority when it may be a five pound media rate plus your box for packing magazines.