posted on August 17, 2010 11:41:45 AM
Last month I lost my TRS status because I had 3 people give me low DSR scores for shipping costs.
I have noticed many buyers choosing USPS Priority over UPS even though the UPS quote is often 2/3 less expensive.
Today I sold an item to someone. She paid via Paypal and choose USPS for $44.10 vs. UPS for about $17.80. She emailed me concerned about the shipping costs. So I emailed her and asked if she was given the UPS option. She said no.
So, it appears that eBay is purposely invoicing customers at the highest rate which obviously affects my DSRs accordingly.
I've asked her to forward me the invoice so I can review it, but I am uncertain it will give me the options considering she has to be signed into her account to complete the transaction. Needless to say, I am calling eBay about it.
posted on August 17, 2010 12:39:44 PM
Yikes. And. . . if eBay isn't giving the cheaper shipping option to this buyer, it means more profit in eBay's pockets, right?!
_____________________
"Here in America we are descended in blood and in spirit from revolutionists and rebels - men and women who ***dared to dissent*** from accepted doctrine. As their heirs, ***may we never confuse honest dissent with disloyal subversion."*** --Eisenhower
posted on August 17, 2010 12:41:27 PM
I dont even give them a choice of UPS versus USPS,I offer USPS only unless they ask for other carrier.
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on August 17, 2010 12:48:48 PM
Yeah, but when you have a large package that costs $45 via USPS vs. $18 via another courier...
The reason I offer two couriers is because people who live in the Pacific NW or Northern California will find that USPS Priority is cheaper than UPS b/c of distance. However, those in further East will find UPS (I actually use Fed Ex) cheaper... sometimes by as much as 65% less.
posted on August 17, 2010 12:59:37 PM
You should ask Ebay why it is not showing all the options!
or ask someone to buy from you and then see what the invoice looks like.
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on August 17, 2010 01:04:10 PM
I called eBay, and spoke with a guy named Frankie. Very little help, in fact I caught him lying to me and then asked for a supervisor... which he refused to do. At that point, every single time he tried to speak I spoke over him and said, "I would like to speak to a supervisor". I must have said that phrase 75 times. No joke. He refused, going as far as stating I was being unreasonable.
The thing is that I caught him lying to me, so why should I continue speaking with him? He told me he couldn't duplicate the issue and it was likely the buyer who didn't see it. I then said I couldn't duplicate it either at which he responded, "to duplicate it you would have to purchase something from yourself and invoice it." He offered to do that for me, so I asked how he attempted to duplicate it. He didn't have an answer.
Why shouldn't I be able to speak with a supervisor when asked for one? I don't appreciate being lied to, or in the case of the last CSR I spoke with at eBay, told that sellers who can't maintain satisfactory DSRs to qualify as a TRS aren't good sellers and eBay doesn't want those people.
posted on August 17, 2010 01:08:15 PM
I'm going to buy something from myself using my other account. I need to make sure it has two options as the other did.
I have clicked on "Send Invoice" in the past before a buyer makes payment and it has given me the two options... but I wonder if it is a glitch in the "Pay Now" system vs. the actual invoice.
Either way, Frankie couldn't duplicate it without trying to duplicate it. They must be performing magic at eBay.
posted on August 17, 2010 01:21:16 PM
I was able to duplicate it. You can try it without actually committing to buying it.
Go to this listing: 160464287720
Click Buy It Now (you won't actually buy it). The next screen will show the amount for the item and eBay's system will "calculate" shipping based on the first shipping rate listed.
I did this with another item, but completed the Buy It Now. When it took me to the Pay Now page, it still only gave me the one option.
So, Frankie at eBay was full of...
[ edited by shagmidmod on Aug 17, 2010 01:22 PM ]
posted on August 17, 2010 02:25:38 PM
I have noticed when I give more than one shipping option, the one that I list first is the one that will show up in the invoice and in very small letters, the second option. The buyer can pick the second option, but the first one is the one that will appear on the auction page and the buyer has to go to see more options for the second or third one. I always list the option I prefer first.
posted on August 17, 2010 02:44:41 PM
Yes, but those rates depend on where you live. So, there is a point where someone in Seattle would pay less by Priority vs. UPS, but someone in Miami, FL would pay more for Priority vs. UPS.
I called eBay again, and the CSR, Clayton was able to see what I was referring to. He has escalated this to Tech Support and he said he would remove 2 of the 3 low DSRs on my shipping ratings if they agree that it is an eBay glitch. I am not satisfied with 2 though. I don't know if that 3rd one was affected by it or not, and neither does he. Why should I wear that low DSR, especially when I am the first person to bring this to their attention and had to deal with Frankie the Liar to boot!
Here is the most important thing though... This isn't just about me. This affects ALL sellers who offer two or more shipping options. If your lowest rate isn't being offered, then your buyer is being overcharged without their knowledge. If they think your fee is outrageous, then you're going to get bad DSRs.
The whole point of me offering two shipping options is to give a buyer the opportunity to save money. Obviously, this works against that.
I would go as far as to suggest that this "glitch" does a major disservice to our customers and eBay should refund them the difference between the two options if they were given the more expensive one without the other one.
[ edited by shagmidmod on Aug 17, 2010 02:46 PM ]
posted on August 17, 2010 02:56:32 PM
The shipping amounts will vary depending on location, but the options do appear if the buyer clicks on the "see other options." They then have to decide which on is best for them. It is up to the buyer to pick the one they are most comfortable with. We can't do everything for them. I do think Ebay should make the options more visible in the invoice, but my buyers seem to find the lowest shipping price.
posted on August 17, 2010 03:07:00 PM
Recently, a buyer in Japan purchased three sheet collections. Since each of these items were individual BINs, I had to combine and send an invoice from My eBay. The shipping choices were 1st Class International, and Priority Mail International.
Before I sent the invoice to the buyer, I noted that 1st Class mail appeared first and was included in the invoice total, while the more expensive Priority Mail option was highlighted and appeared at the bottom of the invoice. The Priority Mail option was there, but had to be chosen by the buyer, while the 1st Class option was already included in the invoice total.
It appears that the first shipping option listed will be included in invoice total, while the second is presented, but has to be chosen, for combined items.
Buyers may not see or understand what options are available at checkout.
It appears that when two or more shipping options are available, that we must email, or send an eBay message to the buyer, advising them of the other options, and asking if a mistake may have been made at checkout.
posted on August 17, 2010 03:39:36 PM
Sorry Merrie and Bill... but what you refer to is not what is happening.
There is no option. It is giving the buyer only one shipping rate. Yes, you can see two options within the auction, but if you followed my directions by clicking Buy It Now, you will be taken to the next page where you confirm your purchase (without actually buying it).
On this page, you will see that you are confirming your purchase of the item, and you are given one shipping rate... not two. It is auto defaulting to the first shipping rate with no other options.
If you go on to confirm your bid which ends the listing, you are then taken to "Pay Now" which still shows only one shipping option.
Or, if the buyer goes to "My eBay" and then clicks "Pay Now" they are still only given the first shipping option.
If you send an invoice to the buyer before they make payment, then the invoice will reflect both shipping options, unless you remove one of them. But if the buyer pays on their own prior to invoicing, they get one shipping rate... and it doesn't even tell you what method it will be shipped.
So, there is no bidder hand holding... eBay is invoicing the buyer without an option.
[ edited by shagmidmod on Aug 17, 2010 03:44 PM ]
posted on August 17, 2010 04:29:25 PM
I know the difference between the two instances - just wanted to add the combined item instance. Actually, they are simialr, becuase if you sent the invoice yourself, both shipping methods would have appeared. Further, you could have eliminated the higher shipping cost.
I note that you listed with Garage Sale. Could that be the problem? Why aren't you using Garage Sale checkout, and PayPal with Garage Sale? I ask because I am planning on a Mac before the end of the year.
posted on August 17, 2010 05:45:59 PM
Hi Bill. I haven't had the opportunity to explore those yet. I been swamped with everything that my head hurts.
I see that eBay now fixed the problem. When you go to invoicing it shows the one option, but also provides a link for "other options".
This was not showing up previously.
Even this process is confusing because the customer is led down one road with the drop box in the listing. Then if they decide to purchase it it shows a different shipping price, and then at invoicing it shows one, but includes a link to "other options". Why is it so difficult for the buyer to see all of the options at once, just like when I send them an invoice?
As for invoicing... I could have invoiced them, but they paid before I had the opportunity to do so. Ironic, they still paid even though the rate was so high.
posted on August 17, 2010 05:49:32 PM
I think we can all agree that eBay should concentrate on fixing all the bugs before they continue with these "updates". Obviously, that will never happen.
posted on August 17, 2010 06:03:53 PM
Sorry Shag, but on my invoices the buyer is given both options on the INVOICE. The first shipping options is shown as default, but they can pick the second one. I have had 3 buyers pick the second one just today. I had priority as first, and parcel post as second. They all picked parcel post since it was the cheapest option given their location.
I sometimes give flat rate as an option since it is cheaper for people on the west coast and my buyers have always managed to change the default to their advantage. I am not sure why this is a problem for you. It is not for me.
I will admit that the first shipping option is more prominent, but the second, or third is still there.
posted on August 17, 2010 06:08:24 PM
"I see that eBay now fixed the problem. When you go to invoicing it shows the one option, but also provides a link for "other options".
This was not showing up previously."
posted on August 17, 2010 06:38:34 PM
Merrie, that is what i had experienced in the past... but not today. the eBay CSR experienced the problem as well. I walked him through it, which is why he escalated it.
I spent half the day experimenting with it.
Even when it displays correctly, I think it is confusing for a buyer to navigate with. Not impossible, but confusing.
Two things that would easily improve it. If they want to keep the same format, then change the wording to "other shipping options" or a line item menu giving the option like it is when you click on the "other options" link. This is what every other checkout system does. You can see all the options without clicking a link to see them.
After all, shouldn't eBay be making this easy for newbies to navigate through the process?
posted on August 17, 2010 06:42:21 PM
"this has always shown up on my invoices"
Are you referring to invoices you sent or ones where the buyer immediately pays through ebay after the auction ends.
There is a difference and this problem only affected the latter.
If I had sent her an invoice before her payment she would have seen both options, but because she went through and paid immediately she was not given that option.
So, my customer had this experience, I had this experience, and the eBay CSR had this experience. It wasn't a fluke or my imagination... though sometimes I think I'm losing it. lol
posted on August 17, 2010 08:09:57 PM
I am referring to the ones that Ebay sends. It has always shown all shipping options and many people have paid prior to me send my invoice. I had 3 today. 2 picked the second option and paid before I had the opportunity to send my own invoice.
I have never had your problem although the second option is not highly visible. I assume the buyers looked at the other options prior to bidding and knew to look for it prior to paying.
posted on August 17, 2010 09:26:45 PM
Yeah, I agree. I know I have a mix. I think this was one of my older listings because about 2 months ago I decided to reverse them and put the UPS option on top. I figured the UPS rates were generally lower for 80% of my buyers than the USPS Priority rates... especially for larger packages that Priority really takes us for a ride on. It is crazy to jump from $12 up to almost $50 once it goes just over the limit. You would think it would be a bit more gradual.
After all of this I plan to remove the USPS option. I was trying to do what I felt was a benefit for my customers, but eBay makes it too much trouble even when it is working right. In the end, I get a few upset buyers who think paying $45-50 for shipping on something that would normally be less than $20 through UPS or Fed Ex is outrageous, and then they take it out on my DSRs even though they had the choice if they paid attention. I don't like eBay invoicing, especially now that I started looking at it more closely today.
posted on August 18, 2010 07:45:02 AM
Parcel Post is too unreliable and slow for larger packages. From what I understand by several people at the post office, Parcel Post is the last to get loaded on a truck... if there is space. So, if a delivery person is full for 3 days in a row... your parcel will just sit there.
I quit using Parcel about 18 months ago because of absurdly slow packages. I shipped a box from Portland to Sedona, AZ. It took 2 weeks to arrive. In the meantime, there was no way to track it and I had a customer freaking out why the package was taking so long. Delivery Confirmation was utterly useless and the only way for me to get any info on the package was to call USPS. Have you ever navigated their phone system? It is a nightmare. Far worse than Comcast, and that is terrible.
I used to think Parcel was a good option, but when packages take 3 times longer than ground, and it doesn't provide insurance or tracking for the same or a little more $, I will take a pass on it. It is a fossilized shipping service, particularly for large packages.
At the same time, I have absolutely no reservations using Media Mail to ship records. Never had a problem and things have arrived in a timely manner. I think people who buy records, books, cds, etc are used to sellers using this service and know it can take a week to arrive.
Good question hwa.
[ edited by shagmidmod on Aug 18, 2010 07:47 AM ]
posted on August 18, 2010 01:18:17 PM
I give my buyers the option of parcel post or priority on larger, heavier boxes. If people do not live far away (according to zip code) and the box is not very heavy, sometimes PP is more expensive or about the same as priority.
I have no problem with parcel post. When buyers pick it they see that it will take longer.I had a box that needed to go to Las Vegas from NJ is only weighed 4 pounds, but it was an oversized box (not that big, but over the allowed amount). Priority $59. PP $17!! It got there in 4 days!!
posted on August 19, 2010 03:51:13 AM
I can't remember, is there a way to opt-out of eBay's automatic invoicing? I always send an invoice also because I don't trust eBay to always send the right shipping.
posted on August 19, 2010 04:40:08 AM
You can look under seller preference somewhere we can opt out of email marketing,getting email when item is listed,closed etc.
*
There is no 'Global savings glut',only wild horses and loose bankers.
