eBay

maximus7001 · ‎12-11-2015

Greetings. We have a bad US buyer who has opened an INR against us on day 12. Item ended saterday nov 28, payed and shipped sunday nov 29 by tracked packet LM030257115CA ebay

We checked the tracking on usps.com and it shows the package departing chicago yesterday (dec 10) on route to the destination.

Now we are wondering how ebay has allowed a case to be opened so soon? Also is the defect going to stick?

Also when attempting to go look at the case we get this message: We are unable to process your request.

jersey..authentix · ‎12-11-2015

If you sold this to a US buyer you will need to go on .com to look up the details.

pierrelebel · ‎12-11-2015

"...case to be opened so soon?"

When you check your listing, using the buyer ZIP code in the USA, does it show something like this:

United States

Canada Post USA Letter-post

Estimated Delivery within 5-9 business days"

If so, that would explain why the buyer (there is no valid reason to call him a "bad buyer") filed a claim for non-receipt since it is past the estimated date - from his perspective. Keep in mind that the postal service in the USA works and delivers six days a week.

maximus7001 · ‎12-11-2015

Just did a bit of re calculating. We scanned the item in on the weekend and the first pickup after scanning in is 5pm cst on monday, that would make dec 1 tuesday day #1.. So they opened a claim on day 11 not day 12 as the title states.

We spoke to ebay about the matter and they stated that we should have shipped it from a real usps post office instead of from a forign country. Also told us that we promised delivery within 9 days????? What? We never promised any such thing. Tracked packet USA takes longer than that.

maximus7001 · ‎12-11-2015

We found the problem, besides the buyer having no common sense. Tracked packet usa shows within 8 business days on ebay. Small packet air shows within 11 business days on ebay.

Now how can a tracking number shave that many days off of delivery time? Answer: It can't. Ebay is negligent in this matter by telling the buyer lies like this.

I just went and looked at the tracking on the last 10 items that went tracked packet usa and only one of them arrived in less than 11 business days from scan in day, that one took 10 business days. We always ship with 1 business day handling time. Most of the time items are shipped for real within 1 hour during business hours. The post office is directly across the street and closes at 9pm weekdays, 6pm saterdays and 5pm sundays. Their pickup times are 5pm cst weekdays.

So the only way to prevent this is to not use tracked packet in our listings and use small packet air instead then ship it tracked packet anyways. That way the buyer will not have the option of opening a case within the unrealistic period of 8 business days.

Also we will have to change the handling tiime from 1 day to 3 days to further safeguard us from garbage decisions like this. This really sucks because as said earlier we are directly across the street from the post office.

maximus7001 · ‎12-11-2015

If you take a look at our feedback you can see that there is lots of obvious mention of fast shipping.

pierrelebel · ‎12-12-2015

"We scanned the item in on the weekend and the first pickup after scanning in is 5pm cst on monday, that would make dec 1 tuesday day #1."

You think like a Canadian seller, using your Canadian experience and knowledge. The buyer thinks like an American buyer, using his experience and knowledge. That does not make him "bad"

They have postal service in the USA on Saturday as mentioned earlier.

The buyer has waited two weeks. He gave up and filed a claim. Yes he is impatient and should have waited a bit more BUT he is reacting to the estimated delivery date posted by eBay. And that is the real problem.

rose-dee · ‎12-12-2015

@maximus7001 wrote:

So the only way to prevent this is to not use tracked packet in our listings and use small packet air instead then ship it tracked packet anyways. That way the buyer will not have the option of opening a case within the unrealistic period of 8 business days.

That is one way of defeating the current stupid system. However, after February 20th, this may no longer be so necessary. After Feb. 20th, if this same sort of scenario occurs, as long as you get the required "acceptance scan" on your Tracked Packet item within your stated handling time, the only way you would get a defect is if the buyer opens a case after eBay's estimated delivery time and you don't refund before the buyer escalates the case.

Pierre is right that the real problem is eBay's incorrect and unreasonable delivery estimates. The buyer is only going by what eBay is telling him. However, after Feb. 20th, that all-important acceptance scan will trump everything.

Also, if you get a defect for this opened case, according to Raphael it should not be counted as such after February 20th (assuming you had the required acceptance scan on this parcel). If it does still appear as a defect after that time, I'd call eBay and remind them that we were told that pre-Feb. 20th defects that would not be defects under the new system will be removed. Keep a copy of your tracking number and the buyer's address for that purpose somewhere other than eBay in case the transaction details are no longer available on eBay by the time late February comes around.

rose-dee · ‎12-12-2015

By the way, your suggestion (of listing showing the non-tracked shipping service) made me think that every time eBay introduces a new policy or rule, we sellers have to find ways to try to defeat the problems inherent in those badly designed policies by using some sort of "workaround".

Even eBay is recommending that we misrepresent our handling times (i.e. lengthen them) in order to defeat their own ill-conceived system!

pjcdn2005 · ‎12-12-2015

If the buyer is looking at the tracking through ebay, they are probably seeing the tracking on the CP site and that might not be accurate so ask them to look at it on the USPS site which shows that it is on the way. Hopefully they will be willing to wait a few days. Once you see the item has been delivered, you can phone customer service and ask them to look at the tracking and close the case. In that situation, there would be no defect.

Chicago seems to be a problem sorting station right now. I mailed a package In Alberta on Dec 1. It arrived at a Chicago sorting station on Dec 3. (Alberta to Chicago to California seems like the long way around) On Dec 8 the buyer asked me to find out why her package was still showing as being in Chicago so I requested an email update on the package through the USPS site. I don't know if that is why it moved but it did leave that sorting center and go to another Chicago center on that day. On Dec 10th it was shown as transit to it's destination. No updates since then.

There are a lot of stories on the U.S. boards about items taking a long to be delivered so it seems that the USPS is having a lot of problems.

pjcdn2005 · ‎12-12-2015

@jersey..authentix wrote:
If you sold this to a US buyer you will need to go on .com to look up the details.

I'm curious what you mean by that.

jt-libra · ‎12-12-2015

Just a general comment about Canada Post pick-up times.

Our postal outlet at Shopper's Drug Mart has a 1:00 pick-up on Saturday and weekday pick-ups of 9:00 a.m., 1:00 p.m. and 5:00 p.m. (the box outside only gets picked up at 5:00 on weekdays). The postal clerks have told me that it doesn't matter if I leave a parcel on Saturday morning or Sunday for Monday morning pick-up, none of the parcels are going to be scanned until Monday night.

Yet, there has been more than occasion when I've dropped a parcel off on Saturday before 1:00 for a buyer in the same city (Winnipeg) or surrounding areas like Brandon, Dauphin, etc., that the buyer has received it on Monday. So if I get sales on Friday night, I always make a point of dropping them off on Saturday morning, especially if they're going to the U.S., since I feel that they will get a one-day headstart. I'm told by the postal outlet that I am wrong but, yet, on several occasions, I've received feedback on Monday for items I dropped off on Saturday morning.

maximus7001 · ‎12-13-2015

USPS is supposed to transmit updates to Canada Post then ebay is supposed to get accurate info about tracking from Canada Post. Well someone is not sending something to someone. I suspect that USPS is at fault as well as ebay.

Workaround: After the item is scanned in at the post office wait a few days then edit the tracking carrier from CPC to USPS but leave the tracking number alone.

maximus7001 · ‎12-13-2015

***CORRECTION FOR:

"Workaround: After the item is scanned in at the post office wait a few days then edit the tracking carrier from CPC to USPS but leave the tracking number alone."

Don't wait. Instead of changing the carrier you need to ADD a another tracking number. Use the same trackung number but for carrier use USPS, that should give clickies for both carriers. Do this right away.

If you already have an INR case opened against you then you will need to re enter the tracking number in the case itself then while doing so CHANGE the carrier to USPS on the spot and then there will be 2 separate clickies for the buyer and you and the dense ebay staff for when you call them.

The second link (USPS) needs some time to BECOME clicky.

pjcdn2005 · ‎12-14-2015

If you reenter a different tracking number for an item after a few days, ebay will use that date as the date that you sent out the item so it could result in an late shipment defect. I'm not sure if the same thing happens when you enter the same number and just change the carrier but I would be cautious about doing that.

I would phone cs and ask them to look at the info on the USPS site so that they could see it was delivered.