eBay

musicyouneed · ‎01-13-2016

musicyouneed · ‎01-13-2016

I have to go out (taking Parents to Dr) can someone post this to the weekly board hour question. It would be appreciated.

Hello Raphael,

I am having an issue with the new measurement: delivery on time. I ship light packet so there is no tracking.

On Oct 17/15, I sold a CD to a buyer – Item 191712527304. The buyer was having the item shipped to the US were it would then be reshipped to him in Kazakhstan, where he lives and works. I don’t ship to Kazakhstan but I do ship to the US. I shipped out the next business day on Oct 19/15. In Dec, they buyer left me positive feedback stating "Received quickly and in good condition all the way to Kazakhstan!". He left me 5’s for all the DSR’s. Where the problem is: When he goes to leave feedback, ebay asks the buyer whether he received the CD within the dates (as set by ebay for shipping from Canada to the US). Of course he can only answer yes or no and he answers No because, it was not delivered to him in Kazakhstan within the 2 week period allowed for US shipments. So I got dinged for a late shipment. I don’t feel this is fair. Buyer was happy, he just wasn’t aware that answering that question “Did you get the item by (this date)? with a No would cause me a problem.

I know that in the last 2 months I have sent several CD’s to addresses in the US which forward them on to countries I don’t ship to. When they go to leave feedback it is going to ask whether they received the CD within the time period from Canada to the US. I can just see this becoming an issue for me.

I called ebay and they were not any help for me. What can I do? Why should I be penalized here, I don’t feel this is fair.

raphael@ebay.com · ‎01-13-2016

@musicyouneed wrote:

I have to go out (taking Parents to Dr) can someone post this to the weekly board hour question. It would be appreciated.

Hello Raphael,

I am having an issue with the new measurement: delivery on time. I ship light packet so there is no tracking.

On Oct 17/15, I sold a CD to a buyer – Item 191712527304. The buyer was having the item shipped to the US were it would then be reshipped to him in Kazakhstan, where he lives and works. I don’t ship to Kazakhstan but I do ship to the US. I shipped out the next business day on Oct 19/15. In Dec, they buyer left me positive feedback stating "Received quickly and in good condition all the way to Kazakhstan!". He left me 5’s for all the DSR’s. Where the problem is: When he goes to leave feedback, ebay asks the buyer whether he received the CD within the dates (as set by ebay for shipping from Canada to the US). Of course he can only answer yes or no and he answers No because, it was not delivered to him in Kazakhstan within the 2 week period allowed for US shipments. So I got dinged for a late shipment. I don’t feel this is fair. Buyer was happy, he just wasn’t aware that answering that question “Did you get the item by (this date)? with a No would cause me a problem.

I know that in the last 2 months I have sent several CD’s to addresses in the US which forward them on to countries I don’t ship to. When they go to leave feedback it is going to ask whether they received the CD within the time period from Canada to the US. I can just see this becoming an issue for me.

I called ebay and they were not any help for me. What can I do? Why should I be penalized here, I don’t feel this is fair.

Hi musicyouneed,

I have taken your question on the weekly session thread, if you need to continue the discussion on this please do so there:

http://community.ebay.ca/t5/Weekly-Chat-Session/January-13th-2016-Weekly-Session/m-p/323870#M3287

The thing to keep in mind is that by agreeing to ship untracked to a forwarding address, a seller exposes themselves to some risk. How could eBay know that the shipping address used by the buyer isn't their true shipping address? We provide sellers with tools to allow or restrict shipping to specified countries, if the seller decides to circumvent their own stated terms, they do so at their own risk.

My advice would be to warn any buyer located outside of the regions where a seller ships and who asks to use a forwarding address in this manner to be mindful of the on time shipping question at feedback, or to always use tracking in such situations.

With that said, if the buyer did not ask if this shipping arrangement was okay before buying, and still replied no to the on time shipping question, it would be different and I believe, possible to appeal the defect. If this is the case with this example, please let me know.

treasure.hunter.d · ‎01-14-2016

@musicyouneed wrote:
I have to go out (taking Parents to Dr) can someone post this to the weekly board hour question. It would be appreciated.

Hello Raphael,
I am having an issue with the new measurement: delivery on time. I ship light packet so there is no tracking.
On Oct 17/15, I sold a CD to a buyer – Item 191712527304. The buyer was having the item shipped to the US were it would then be reshipped to him in Kazakhstan, where he lives and works. I don’t ship to Kazakhstan but I do ship to the US. I shipped out the next business day on Oct 19/15. In Dec, they buyer left me positive feedback stating "Received quickly and in good condition all the way to Kazakhstan!". He left me 5’s for all the DSR’s. Where the problem is: When he goes to leave feedback, ebay asks the buyer whether he received the CD within the dates (as set by ebay for shipping from Canada to the US). Of course he can only answer yes or no and he answers No because, it was not delivered to him in Kazakhstan within the 2 week period allowed for US shipments. So I got dinged for a late shipment. I don’t feel this is fair. Buyer was happy, he just wasn’t aware that answering that question “Did you get the item by (this date)? with a No would cause me a problem.

I know that in the last 2 months I have sent several CD’s to addresses in the US which forward them on to countries I don’t ship to. When they go to leave feedback it is going to ask whether they received the CD within the time period from Canada to the US. I can just see this becoming an issue for me.

I called ebay and they were not any help for me. What can I do? Why should I be penalized here, I don’t feel this is fair.

The only thing that makes any difference in this situation is whether or not the address you shipped to was the address of record in the Ebay/PayPal transaction.

If the address in the USA was the buyers listed shipping address then you filfilled all requirements as promised and the buyer was in error with their feedback response and the shipping time ding should be fixed!

If the buyers listed shipping address was the foreign address and you agreed to ship the the USA address anyway, then I am afraid you are going to take the hit and as much as it sucks, you're paying the price for shipping outside of the rules of protection.

There have been many many instances on this board where people have posted asking the same question, "Buyer wants me to ship to an address that is not the address of record for the transaction, what should I do?" and a lot of people have answered "sure go ahead, no worries, i do whatever the customer wants in this case to keep them happy" and each and every time I have seen that response I not only cringe, as I beleive it to be 100% incorrent but I foresee situations just like this one popping up where sellers will take the hit even though their intentions are the best.

So I am curious, as unless I misread your original post, I did not see it mentioned whether the address you shipped to was the address of record on the buyer's Ebay/PayPal account or if you shipped to that address outside of the rules for seller protection.

I feel for you as of course your intentions and service were the best but welcome to the new Ebay i guess where seller's good intentions mean nothing.

thD

treasure.hunter.d · ‎01-14-2016

@musicyouneed wrote:
Hi Raphael. The buyer did not ask me if this shipping arrangement was OK with me. He purchased the item with a US address and it was only after he paid and I shipped that he told me it was going to Kazakhstan. I didn't know that it was being forwarded when he purchased the item. I shouldn't have a mark against me in this case. I didn't know and he didn't tell me until after I shipped.

Also when I check out the addresses I am shipping to they are freight forwarding outlets and I do not know when the person lives.

this is the info I wanted to see.

the item was shipped to the address of record and arrived within the required time-frame. The fact that it was forwarded means nothing and the ding received should be "IMMEDIATELY REMOVED"

Raphael needs to step in on this and have the ding removed immediately. There is no grey area here, the buyer was in error and this nees to be fixed, especially as I can see this being a HUGE issue under this new and stupid system!

thD

musicyouneed · ‎01-14-2016

Hi the address was a US address on both ebay and paypal and it was only after I shipped that I find out it was going elsewhere. I send an email telling them I have shipped it and he responded at that time that it was going to Kazakhstan.

Here was his response to my email.

With the others, the address on file on ebay and paypal has always been a US address and it is only by further investigation, (I used to be an fraud investigator in my past life) that I googled the address and found it was a forwarding company. Also on the feedback page it showed the buyer was in Chile. The other when asked, stated he lived at the address provided, that address is a forwarding company too,.

This policy is ridiculous, other than a yes or no there should be a "Not applicable" answer. I don't have time to ask every buyer if they really live in the US or Canada or is their address a freight forwarding company. And what do you do when you know it is a freight forwarding company and they say they live there and that is their address of where they live.

treasure.hunter.d · ‎01-14-2016

@musicyouneed wrote:
Hi the address was a US address on both ebay and paypal and it was only after I shipped that I find out it was going elsewhere. I send an email telling them I have shipped it and he responded at that time that it was going to Kazakhstan.

Here was his response to my email.

"Believe it or not, the CD will be coming all the way to the other side of the world. I work at the U.S. Embassy in Astana, Kazakhstan, and the address you are shipping to is our "diplomatic pouch." I'm going to guess that I may just be the first person on the territory of Kazakhstan to have a James Keelaghan CD in my collection!'

With the others, the address on file on ebay and paypal has always been a US address and it is only by further investigation, (I used to be an fraud investigator in my past life) that I googled the address and found it was a forwarding company. Also on the feedback page it showed the buyer was in Chile. The other when asked, stated he lived at the address provided, that address is a forwarding company too,.

This policy is ridiculous, other than a yes or no there should be a "Not applicable" answer. I don't have time to ask every buyer if they really live in the US or Canada or is their address a freight forwarding company. And what do you do when you know it is a freight forwarding company and they say they live there and that is their address of where they live.

Absolutely ridiculous and the fact that Ebay customer service did nt immediately remove the ding is incredible. It really just points to the poor calibre of staff they have manning those call centres. I'm guesing when you called in you got one of the call centres in the Philipines.

Maybe call back and try getting someone in the USA.

Hopefully, as Raphael was in on this thread he will step in and fix this. I can't image how he could justify the ding in this instance.

Best of luck and I will be VERY interested to see where this goes.

thD

dutchman48 · ‎01-14-2016

Ebay has set up their policies so many sellers get unjustified defects and very little ever gets done about it. They just do not care unless you are from China or a Major retailer. As long as they get our money we are all expendable and the sooner the better.

And being in Canada, it is easier to punish us for US policies that don't fit us.

Good luck getting them removed and please let us know how it comes out. I have 2 different ones from Ebay errors and no one will get rid of them so I do sympathize

musicyouneed · ‎01-14-2016

Raphael stated on the weekly thread.

Hi musicyouneed,

Thanks for these details. I have brought your case to the Standards team for review and this is being discussed as I type this. I'll let you know what comes out.

Do you want me to post what comes out???

treasure.hunter.d · ‎01-18-2016

@musicyouneed wrote:
Raphael stated on the weekly thread.

Hi musicyouneed,

Thanks for these details. I have brought your case to the Standards team for review and this is being discussed as I type this. I'll let you know what comes out.

Do you want me to post what comes out???

Yes most definitely please.

thD