Refunds for delayed deliveries - Get up, the bells are ringing!!
Summary: bixtron expresses dissatisfaction with eBay's buyer protection, which can cause financial disadvantages for sellers when delivery times are not met. p-schauberger suggests extending order processing times to bypass buyer protection. stubenkram and 3d_creativity_service discuss the value of clear indications of actual delivery times in item descriptions and automatic messages to buyers. bixtron emphasizes that eBay is leaving sellers in the lurch and does not expect any changes that could improve the situation, while legal action is being considered.
Excerpt from eBay Buyer Protection:
"If your item has not arrived within the stated delivery period, you are covered by Buyer Protection and will get your money back."
"[...] If they cannot prove successful, on-time delivery to your address, you will receive a refund of the full purchase price and the original shipping costs."
Phew... So in my opinion every seller here needs to open their mouth really fast and really wide, otherwise we'll soon really just be puppets, paying the free return shipping for everyone and refunding full amounts, because eBay gives incorrect delivery times that the shipping provider can't meet because they have completely different requirements and don't live in some dream world like eBay... An overrun of eBay´s delivery times has already been recognized as a reason for "not as described". They're introducing all of this gradually. Especially in connection with the unjustified defects that aren't removed despite proof, this won't end well for much longer...
bixtron
OP1 week agoFittingly, I’m just getting the next inquiry from a buyer...
"[...] according to eBay my item was delivered at 12 o'clock, I just checked and there was nothing in the mailbox, so the item isn’t there, so why is something like that sent."
3d_creativity_service
·1 week agoI honestly haven’t seen that yet.... but a note on that. Right after purchase, we send the buyer an automatic message with the actual delivery times, because eBay’s info is only partially accurate; for example, the change to the postal law apparently still hasn’t reached eBay, and eBay is also still telling customers with matrix-code stamps that the item has been delivered even though that’s not the case. This message already helps a lot. If a buyer now gets eBay to refund their money by claiming the item arrived too late, you have a clear claim against the buyer, because eBay, after all, doesn’t break the law, and it is clearly stated here that before such measures a buyer must first set a realistic grace period. But in fact no buyer does that - so then send the buyer an invoice with a payment deadline by post to the known billing address, alternatively ask for the item to be returned if they no longer want it, at their expense of course, since they did not set the grace period defined by law. If they pay or send it back, all good; if not, debt collection -> reminder notice -> enforcement order -> bailiff. No matter whether 5 euros, 50 or 500. Every one of us has to live off their business. And if eBay gives incorrect delivery times, that is annoying, of course, but not a disaster, precisely because of the grace period that has to come from the buyer by law.
bixtron
OP1 week agoHello,
but the AI and the supposed specialist departments don’t care what you agree with your customer.
This isn’t about law and entitlement/obligation. It’s primarily about eBay lying to our (potential) buyers in our name and then even sanctioning us for it with financial damage.
It scares the buyers off like that. It will never get to the point where anything is demanded from the buyer, because they just won’t buy from me anymore, or not from eBay at all...
But here too, eBay couldn’t care less - see also my 10th post on the topic of defects. I actually had to go to a lawyer for that, and now let’s see how eBay justifies that...
stubenkram
·1 week agoHello @p-schauberger and @bixtron
You guys are joking, right? But I was actually about to suggest something similar myself. (I just didn’t dare.) I probably wouldn’t increase the processing time, but I might put a note in the offer text, something like this:
"The item will be carefully packed and shipped on the first business day after your payment. The shipping time depends on the shipping company selected and the distance to your place of residence. Please note, therefore, that you will receive a letter no earlier than xy working days and a small parcel or package probably after xy working days."
As a buyer, I wouldn’t mind reading something like that in the item description at all; quite the opposite.
bixtron
OP1 week ago · EditedHi,
well.. that can actually happen, and then the buyer has eBay behind them... The journey is heading toward ruin.
One should implement such additions then, but of course that won’t help and soon sellers’ order confirmations will consist only of "corrections to eBay’s mistakes"...
p-schauberger
·1 week agoHello @stubenkram ,
I think it’s good that there are still sellers who believe the buyer reads something.
Keep it up ...
P.S. Not even "Artificial Intelligence" is able to understand anything.
stubenkram
·1 week ago · Edited@p-schauberger I've long since become a "buyer only" on Ebay. I always read everything in the item descriptions (but I really dislike the AI texts).
I'm a collector. It doesn't matter to me at all how quickly a collectible arrives. But, for example, I place great value on a good description and careful packaging. I would also very much welcome it if the shipping times listed in the purchase offers and in "My Ebay" were correct, i.e. a bit more realistic. I do plan around that and don't want to read something different every few days.
It would never occur to me to return an item just because it was on the way a few days longer than Ebay told me.
But collectors probably tick a bit differently in that respect too.
p-schauberger
·1 week ago · EditedHey @stubenkram ,
I get that, these are ESSENTIAL items ...
The customer bought on Sun. 30.08. The SMALL parcel was packed on 31.08. and handed over to DHL. The first time it gets scanned, KP is at the mail center (i.e. there is NO handover log). According to eBay, delivery would be today. Please note the displayed delivery date! With a processing time of 3 days (+ transit time)
This is all no longer nice (buyer not exactly NEW here)
THANK YOU eBay, for deleting the screenshot of the message ....
p-schauberger
·1 week agop-schauberger
·1 week agop-schauberger
·1 week agoJust changed! In the process I noticed that 34 of my offers suddenly had "old" return conditions!! Something's seriously off here....
p-schauberger
·1 week agoHey, then just simply increase the handling time! I shipped DHL parcels and small parcels on Thu. The small parcel arrived on Sat., the parcels are still on the way. If eBay requires it that way, then we'll do it that way too!!! Best regards, Peter
bixtron
OP1 week ago · EditedYou're right. Let's increase our competitiveness by promising the potential buyer that we'll ship within a week. TOP SERVICE! :-)
But what if the item arrives earlier? Then it's not as described either...
p-schauberger
·1 week agoThen the buyer will be even happier.
bixtron
OP1 week agoHe specifically ordered from me because he won't be at home beforehand. Now he's annoyed, wants his money back, and is leaving me a negative review..
p-schauberger
·1 week agoIf you have that in the messages, it should be deleted. I’ve had that too.