posted on March 2, 2010 09:09:06 AM new
I had a newbie bidder that purchased an item from me. The item was listed at 2 pounds, but when he paid and I packed it, I realized it was only 1 pound. I immediately refunded about $2 before I even shipped the item. When he left feedback he stated, "I just wish more people would use cheaper shipping"
I felt compelled to set the record straight with him, so I emailed him the following message:
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Hello. Thank you for your feedback. I hope you noticed the partial refund I sent you the day I shipped your package. There was an error in shipping weight, hence the partial refund.
I noticed your statement regarding shipping costs. I’ve been selling on eBay for over 10 years now. I would like to share some insight regarding shipping costs on eBay. I agree that shipping is expensive, and unfortunately eBay sellers are the ones who receive the brunt of complaints about this problem when it is mostly out of their control.
Ebay/Paypal require sellers to ship using a method that provides tracking or delivery confirmation to prove the item was shipped and received. This is for fraud protection. Unfortunately, this requirement bumps the price up on shipping because 1st class mail does not offer this service. Priority Mail is the least expensive method.
Also, eBay no longer allows sellers to offer shipping insurance. Sellers have to incur those costs. Items do get lost or damaged occasionally and insurance isn’t cheap either. Some shippers use the post office to insure packages at $1.75 per 50 dollars coverage. I personally use U-Pic which is less expensive, but still adds to our costs.
The Post Office also has raised prices annually to what I believe is outrageous, and just as I am typing this I see a news report that the Post Office wants to now cut out Saturday delivery and close some post offices altogether. This will obviously affect shipping times. To make matters worse, the post office is now using zone rates for all weights. They used to charge one rate for Priority Mail less than one pound, but now it is based on distance.
The DSR system to rate sellers in my opinion is unfair. It assumes that sellers have control over every category we can be rated on. Shipping time is misleading because a buyer may expect an item to arrive within 3 days, but if the package is mis-delivered or delayed due to holiday or weekends, 3 days easily becomes 5-6 days. Shipping costs are also not very helpful for two reasons. As stated above, sellers are forced into higher rate classes to meet ebay/paypal requirements. Second, the bidder agrees to the shipping costs when they purchase the item. If you felt the shipping costs were beyond what you wanted to pay, you wouldn’t have bought the item. I’m also a buyer on eBay and I have avoided such items myself.
I used to offer Parcel Post for heavier items. My idea was that I would give buyers a choice of either paying less for slower service, or more for expedited service. The problem with Parcel Post is that I’ve seen packages take up to 3 weeks to be delivered. The buyer is convinced the item is lost and then gives the seller poor ratings based on shipping times, even though I shipped the item the day it was paid for. It truly is a no win situation.
It is even worse for International Bidders. The post office offers flat rate International Priority Mail at about $13. Unfortunately that does not include delivery confirmation/tracking. I have to charge regular Int'l Priority at almost $25 just to have the package meet eBay/Paypal requirements. Ouch!
I hope this explains the headaches of shipping costs that sellers deal with.
When I first began selling first edition books on Ebay I received and appreciated many such informative and courteous replies. For example, when I sold my first modern first edition book in like new condition I was amazed when the buyer wanted to return a book that looked to me as if it had just been carefully removed from the store shelf. But the buyer, like you, very kindly replied that although the book was in fine condition that the price on the dust jacket had been clipped. And that, I learned was not acceptable to book collectors.
It's sellers like you and this fellow who are really responsible for the success that Ebay enjoys or rather did enjoy a few years ago.
posted on March 2, 2010 12:11:06 PM new
He replied as follows:
Thanks for the in depth email re: shipping- I am thinking about selling on ebay, and this insight should help.
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Since eBay doesn't do a good job of educating bidders, it is often up to us. I am considering including this information in all of my packing.
I am on the bidders side when it comes to the cost of shipping. It is expensive... no way around it unless you cut costs by cutting the service and protection you need against fraud.
posted on March 2, 2010 02:26:31 PM new
Any time I find that I have over charged shipping and refund a portion - I email the buyer via the ebay system to let them know that I made the refund and why.
I don't always get my paypal emails so I know there is always a chance that they won't either.
posted on March 2, 2010 02:50:56 PM new
I am amazed at the last 3 refunds I sent no one even acknowledged them! I try very hard to estimate but if I think it is on the bubble to the next pound I always list the next pound. I learned that by estimating to the lower cost and eating a few postage fees. I agree that it is very hard to be judged on shipping when the Post Office fees are not our fault.
posted on March 3, 2010 05:10:28 AM new
Excellent response, shagmidmod!
Although I have to say, you CAN add delivery confirmation to First Class packages if the thickness of the package is three-quarters of an inch or more.
I send paper items and jewelry by First Class Mail all the time, and I attach a delivery confirmation sticker to the bubble mailer if the item sells for $20 - $25 or more. Jewelry items are carefully packed inside a small handmade cardboard box before the box itself is rolled in bubble wrap and placed inside the bubble mailer. Paper items are packed inside layers of protective cardboard and then rolled in bubble wrap.
I rarely, if ever use delivery confirmation on bubble mailers that contain an item that sold for less than twenty dollars. Thankfully, there have been no problems yet.
posted on March 3, 2010 06:37:29 AM new
I wish the Postal Service would allow delivery confirmation on First Class International packages. Unfortunately (for us), they do not.
posted on March 3, 2010 07:39:51 AM new
yes, you can use DC for 1st class... for items over 3/4 inches or more, but there is one other issue... weight.
Most of my items fall between 13 and 16 ounces. That means there is no 1st class options.
posted on March 3, 2010 03:51:30 PM new
I rarely have people thank me for a refund either. Sometimes, until you have actually wrapped china or similar, the postage is just an estimate. If I under estimate, I leave it, but if I can send it for less, I always refund. I sometimes wonder if buyers even realise that I have done so, even though I send an email expaining.
