eBay

raphael@ebay.com · ‎09-08-2015

Welcome to the 2015 Fall Seller Update discussion thread. Myself and other eBay staff will read all your comments and do our best to respond as our schedules permit.

Thanks!

raphael@ebay.com · ‎10-05-2015

@rose-dee wrote:
I do realize that losing the U.S. TRS would not mean losing the 20% FVF discount if I maintain Global TRS, and that the percentage of allowable late deliveries is different for the two TRS programmes.

However -- and please correct me if I'm wrong -- my concern about losing my US TRS is that I've always understood, from comments and recommendations made by eBay itself, that having US TRS meant an advantage of some sort (what sort has never been described) in search placement, visibility, etc. on .com.

Since over 90% of my buyers are American, this is important to me. And it's important not to lose it. That is, unless there really isn't any benefit on .com for Canadian sellers with US TRS. If that's the case, please tell me, because it means I've been working hard to achieve it and maintain it for no good reason at all. If it's not the case, and US TRS is of some significance in search placement, then I repeat what I said earlier: I don't look forward to losing that designation as a result of just a few postal mishaps over which I have no control.

Hi rose-dee,

Unless a Canadian seller is able to achieve Top Rated Plus on eBay.com, being Top Rated in the US or Globally won't make much of a difference.

As a reminder, to achieve Top Rated Plus, a seller would have to upload valid tracking on 90% or more of their transaction with US buyers, as well as offering 14 days returns and 1 day handling or better. Sellers who are Top Rated Plus get the Top Rated seal on their listings on eBay.com.

rainbow71113 · ‎10-05-2015

Hello,

the problem is the word "documents"- I shipped guitar picks as lettermail registered- and didn't have to put any customs info on the package. Canada Post says you can not put paper into light pack or small packet- these are supposed to be for cds, t-shirts etc. My problem with the post office is: I have called many times trying to find out if the items I sell qualify for light packet or small packet- apparently it depends on who you talk to- each rep has given me a different answer and my post office says if it's the right length, width and thickness to go in the light packet/lettermail slot anything inside qualifies. I basically sell a lot of old magazines, tour programs, small books etc and Canada Post says I can only put these in lettermail which means charging $10.30 for anything over 200 grams when light packet is $7.00 up to 300 grams to the US. I've sent towels as lettermail and they have gone through and the bulk of my shipments are paper in light and small packet and they go through. A friend of mine sent a box of misc items from her store to Canada Post and they said all would qualify for light packet including the magazines because they were long out of print. So we are left scratching our heads over what we can and can not ship and how. I basically go by measurements, weight and then the best price. Sometimes it's cheaper for lettermail sometimes not.

rainbow71113 · ‎10-07-2015

Here's something I would like to clarify. I saw a neutral feedback for a seller saying " I could not get to the post office to pick up the parcel" now in the new update the neutral won't count but what happens when the buyer says NO didn't get it by that date because they didn't pick it up and it was returned to the seller- this would apply to both tracked and untracked because parcels are carded regardless of method. Technically it was delivered but ignored so where does this fall under the new system? Sellers can't force buyers to claim parcels but we also shouldn't have to take the hit for the return-it's bad enough that we would have to refund the customer the shipping charge that we've had to pay out. Also, same thing would apply to returns for wrong addresses- I've had parcels returned where the address is correct and I've had to ship it out twice. It seems we are going to be at the mercy of the buyers.

I've even had a negative from a buyer because he said the package was left at a post office far away from his home. Like I marked that on the package-please dangle it just out of his reach.... Luckily that one was tracked and ebay removed it because it showed delivered.

momcqueen · ‎10-08-2015

@isis1313 wrote:
Here's something I would like to clarify. I saw a neutral feedback for a seller saying " I could not get to the post office to pick up the parcel" now in the new update the neutral won't count but what happens when the buyer says NO didn't get it by that date because they didn't pick it up and it was returned to the seller- this would apply to both tracked and untracked because parcels are carded regardless of method. Technically it was delivered but ignored so where does this fall under the new system? Sellers can't force buyers to claim parcels but we also shouldn't have to take the hit for the return-it's bad enough that we would have to refund the customer the shipping charge that we've had to pay out. Also, same thing would apply to returns for wrong addresses- I've had parcels returned where the address is correct and I've had to ship it out twice. It seems we are going to be at the mercy of the buyers.

I've even had a negative from a buyer because he said the package was left at a post office far away from his home. Like I marked that on the package-please dangle it just out of his reach.... Luckily that one was tracked and ebay removed it because it showed delivered.

I'm going to join you in asking Raphael to clarify this. It is similar to my question about where delivery attempts by the post office are or are not recognized in the feedback system within that new 'yes' or 'no' question. Also about the neutral, I think he is best suited to address that as well since I recently had a very upsetting incident where it was abundantly clear to me that a negative feedback and comment was in violation of fair comment but ebay Customer Service disagreed in so far as they were actually motivated to spend time looking at what I was attempting to bring to their attention and not reading from the Help pages on the monitor in front of them. I might tell you what I think and be incorrect. By the way, there are Defect Removal guidelines posted at ebay.com but ebay.ca still shows Feedback Removal Guidelines which are different. It would be good to know, for the record, which might actually apply to the case of a Canadian seller.

pjcdn2005 · ‎10-12-2015

Canada Post says you can not put paper into light pack or small packet- these are supposed to be for cds, t-shirts etc.

I realize that this reply is late but I've been away and just saw this post. I'm not sure where you are getting this information but I don't believe that it is correct. Any items that are legal to ship by mail and that meet the weight and dimension standards can be put into light or small packet packages. I'm not familiar with any rules that say we HAVE to use letterpost rather than light or small packet for specific items.

But there are specific rules for what type of items can be sent letterpost (or registered mail) outside of the country. Basically it is for personal and business correspondence. It is not supposed to be used for goods so according to Canada Post, it shouldn't be used for merchandise. Obviously many people do use it for goods and if the package looks like it might hold just documents, they probably don't have any problems doing so. Before Tom chimes in...I'm not saying that it makes sense that CP has these rules but I am just repeating what their site states.

https://www.canadapost.ca/tools/pg/manual/PGletpost-e.asp#1378509

rose-dee · ‎10-16-2015

Raphael, if you come back to this discussion (and assuming no one has asked this question before), can you tell us whether sellers will be able to see the eBay delivery estimate displayed next to their sold item(s) -- or anywhere else in Selling Manager for example?

I realize buyers will see this, but I think it would be important for sellers to know exactly what delivery windows buyers will be expecting them to meet, and what they will ultimately be presented with when they leave feedback.

pjcdn2005 · ‎10-17-2015

The estimated delivery time can be seen on the order details page.

pjcdn2005 · ‎10-17-2015

There are times when there is no estimated delivery date on the order details page. I don't know if in that situation the buyer will still see any estimated time and how ebay will handle the question on the feedback page.

momcqueen · ‎10-17-2015

What Question does a buyer whose order has been fulfilled by Local Pickup see?

How will ebay track for the purposes of the question which of my items shipped before my same-day cut-off time of Noon EST? And which after? What assurance do I have that the feedback on-time question will provide the buyer the right dates if he paid for an item after the same-day cut-off time and it therefore had its acceptance scan the following business day, as is allowed?

Anonymous · ‎10-21-2015

I just had to revist this thread as it came to mind after I was speaking to a Canada Post Rep today (about some other unrelated issue). I asked him why Canada Post does not have an advanced tracking system/more tracking services like USPS. He told me it is simply because the mail services in Canada and the USA are very different, due to volume and size of the businesses.

He said the sheer volume of mail and amount of services purchased thru USPS is so, so much larger than mail volume in Canada -- (bigger business). Canada Post being much smaller simply cannot afford to offer tracking for every little package down to the smallest of envelopes like USPS as a larger Corp can - they are "totally different animals" (his words). Basic Economics 1A1 - makes sense, right?

Implementing new services, changing scanning equiptment at checkpoints not to mention the extra labour doing so is COSTLY - CP apparently does not want to pay this $$, therefore, no scanning offered for all the international services (under 1kg - unless the much costlier Expedited or Tracked Packet is purchased) .

SO if Canada Post ideed (and they are according to CP themselves) is a totally "different animal" that the United States Postal Service, then WHY in gods green planet is eBay treating them similarily as far as expected standards go? Keep in mind that I am not even mentioning the Elephant that is "seller performance based solely on the efficiency of the Postal Systems once packages are out of sellers control".

I swear, the top person(s) who decided these new selling standards definitely does not have their MBA I guarantee ( I know a few MBA'ers and they think this is nuts, business sense wise), I absolutely cannot wrap my mind around the reasoning.

Sorry for the rant, but the logic truly baffles me!!!!!

rainbow71113 · ‎10-29-2015

Hello,

I got that info from the reps when you call Canada Post directly at the head office. Like I said, I go with my local post office and do whatever is cheapest as long as if fits into their dimensions and weight.

momcqueen · ‎10-30-2015

I have asked this question earlier in the thread but it seems like all new questions are being left unanswered. Here is it again in the event my post was unintentionally overlooked.

1. What Question does a buyer whose order has been fulfilled by Local Pickup see? The order hasn't 'shipped' at all so therefore they can't answer it honestly 'yes' if they paid CASH and picked it up the same-day. If they answer 'no' I'll get a defect. Does Cash on Pickup render The Question void?

2. How will ebay track for the purposes of the question which of my items were paid and subsequently shipped before my same-day cut-off time of Noon EST? And which after? What assurance do I have that the feedback on-time question will provide the buyer the right dates if he paid for an item after the same-day cut-off time and it therefore had its acceptance scan the following business day, as is allowed?

rainbow71113 · ‎11-05-2015

today I see my results from the last 3 months and I'm already at 1.78% defect with only one buyer saying it didn't come in time and I have another buyer that didn't get hers in time right after the cut off, so if this is any indication I'll be halfway to the 5% before we even start. I've already adjusted my listings to 2 days handling time and I'm starting to do 3 days now. I don't know why ebay wants to penalize sellers, if there's nothing listed on their site, no one can purchase so they are only hurting their revenue.

pjcdn2005 · ‎11-06-2015

Instead of changing your handling time to 3 days you should consider changing the shipping method in your shipping info.

For example - in one of your listings with CP international letter post, your delivery time to the Uk 5-8 business days. That's with a two day handling time.

I have 1 day handling and my listing show the generic term of 'standard int'l shipping. The estimate for the uk on my listings is 4 - 10 business days. Economy int'l shipping has an even longer eta.

But before you change, make sure that you compare the times. I just noticed that standard int'l shipping to the U.S. on my listings shows 6 -11 business days. Your 'light packet US' has a delivery time of 7-12 business days.

momcqueen · ‎11-06-2015

@isis1313 wrote:
today I see my results from the last 3 months and I'm already at 1.78% defect with only one buyer saying it didn't come in time and I have another buyer that didn't get hers in time right after the cut off, so if this is any indication I'll be halfway to the 5% before we even start. I've already adjusted my listings to 2 days handling time and I'm starting to do 3 days now. I don't know why ebay wants to penalize sellers, if there's nothing listed on their site, no one can purchase so they are only hurting their revenue.

Do you really ship everywhere in the world except South America, Russian Federation, Mexico, Ukraine?

You are much braver than I am.

Also, your cost for Small Packets Air to Congo is only $2.50 USD. That must be too low.

rainbow71113 · ‎11-07-2015

Hello,

which listing did you see that postage rate? If it's something that is lettermail I might have reduced the rate if the item price itself is higher.

rainbow71113 · ‎11-07-2015

I have already started changing them to light packet/small packet. Problem is with 9000+ items to change the only way to do it is in turbo and I'm having a lot of trouble lately trying to get that to work. I had to call ebay to have a specialist help me change the handling time- we had to export my listings to an excel sheet, and then she manipulated some information and then I had to import them back to ebay. It was a lot of work but it got them changed even with some of the listings having photos that don't comply to the new metrics and these listings usually don't change when I use turbo.

rainbow71113 · ‎11-07-2015

I just checked, I use sellersourcebook for my listings and standard int shipping is there but not economy. Also since I do ship daily I put that disclaimer in my new listings that although the handling time says otherwise I still ship daily.

momcqueen · ‎11-07-2015

@isis1313 wrote:
Hello,
which listing did you see that postage rate? If it's something that is lettermail I might have reduced the rate if the item price itself is higher.

40 Count Ivory Silk Gauze Piece 9x9.5 Inches

There's also two Congos listed in the drop-down menu. Both Republic of... it might be a shipping glitch.

pocomocomputing · ‎11-08-2015

@mjwl2006 wrote:
@isis1313 wrote:
Hello,
which listing did you see that postage rate? If it's something that is lettermail I might have reduced the rate if the item price itself is higher.
40 Count Ivory Silk Gauze Piece 9x9.5 Inches

There's also two Congos listed in the drop-down menu. Both Republic of... it might be a shipping glitch.

There are two Congos in Africa, not an eBay glitch.

https://en.wikipedia.org/wiki/Democratic_Republic_of_the_Congo

https://en.wikipedia.org/wiki/Republic_of_the_Congo

One has Democratic in its name.