Ebay - Late Delivery Rate

olgadapolga

I am more than a little confused over this. The pop-up that appears when you look at the seller dashboard states:

"Late delivery rate

If you post on time and upload a validated tracking number, or your buyers tell us their items were posted on time when they leave Feedback, you're all set.

Otherwise, if the tracking details or your buyers indicate that more than 9.00% of your transactions were dispatched late, we may follow up with you about the handling time you offer in your listings.

When there's no tracking information available and no response from the buyer, the transaction won't be counted."

So, I've been uploading the tracking numbers, thinking that would offer protection against any issues as I usually dispatch within the time stated on my listings. Seems reasonable, doesn't it, based upon the first sentence of the Ebay statement?

Wrong. My rate has apparently shot up because "carrier says late delivery". When I looked into these, the carrier had tried to deliver well within the estimated delivery times (usually the next day) but because the recipient was not in/didn't answer the door and the item wasn't delivered/collected until later, it counts as a late delivery.

When I rang Ebay about it, I was told not to worry as I had a 4% leeway. The problem with that is, the 4% leeway could soon be eaten away due to the way in which they calculate the rate (based purely on the number of feedback left as opposed to on the total number of transactions). Plus, some buyers don't leave feedback until weeks later - I can't remember whether things I've purchased were on time or not last week, let alone several weeks ago!

I've had a look at the Ebay forums but the threads are quite confusing, with lots of angry people responding and the Ebay team occasionally chipping in (but then you have to go back through the thread to find out who and what comment they are responding to).

So, is it late dispatch or is it late delivery? Ebay states one thing but acts upon another.

One thing I've learned though, so far, is not to upload tracking details!

theonlywayisup

olgadapolga wrote: »

I am more than a little confused over this. The pop-up that appears when you look at the seller dashboard states:

"Late delivery rate

If you post on time and upload a validated tracking number, or your buyers tell us their items were posted on time when they leave Feedback, you're all set.

Otherwise, if the tracking details or your buyers indicate that more than 9.00% of your transactions were dispatched late, we may follow up with you about the handling time you offer in your listings.

When there's no tracking information available and no response from the buyer, the transaction won't be counted."

So, I've been uploading the tracking numbers, thinking that would offer protection against any issues as I usually dispatch within the time stated on my listings. Seems reasonable, doesn't it, based upon the first sentence of the Ebay statement?

Wrong. My rate has apparently shot up because "carrier says late delivery". When I looked into these, the carrier had tried to deliver well within the estimated delivery times (usually the next day) but because the recipient was not in/didn't answer the door and the item wasn't delivered/collected until later, it counts as a late delivery.

When I rang Ebay about it, I was told not to worry as I had a 4% leeway. The problem with that is, the 4% leeway could soon be eaten away due to the way in which they calculate the rate (based purely on the number of feedback left as opposed to on the total number of transactions). Plus, some buyers don't leave feedback until weeks later - I can't remember whether things I've purchased were on time or not last week, let alone several weeks ago!

I've had a look at the Ebay forums but the threads are quite confusing, with lots of angry people responding and the Ebay team occasionally chipping in (but then you have to go back through the thread to find out who and what comment they are responding to).

So, is it late dispatch or is it late delivery? Ebay states one thing but acts upon another.

One thing I've learned though, so far, is not to upload tracking details!

It is both dispatch and delivery, because a late delivery will override a dispatch where no evidence of dispatch can be given or where at the moment, the system isn't fully integrated to let acceptance scan override delivery.

Also, it isn't calculated on the number of feedbacks, it is calculated on the number of people who answer the question specifically, which isn't the same (you can ignore the question completely).

If you have an acceptance scan, then adding tracking is more beneficial. Once the system is live in February and all the carriers are integrated, the acceptance scan will automatically override everything else. Apparently.

soolin

This appears to be a serious issue with the system, the TRS board regulars are particularly concerned about it to the point that many now have stopped uploading tracking. The ebay estimates are tight, so even if you ship when you say you will using the service you say you will- it is still often late according to ebay.

Someone, who can explain things better than me (which isn't hard!) has pointed out that the official RM figures say that 93% of post reaches its destination with 1 day for RM 1st class and 2 days for RM 2nd class- which leaves a deficit of 7% that is 'late' according to RM. Put that 7% average up against the 4% allowed to retain TRS on ebay and we are doomed before we even do anything about it.

The odd thing is, and I have my own thread running on this, is that some sellers seem more affected than others. In the period 1st Oct- 31st Dec I am already at 6 lates which takes me marginally over 2%- yet other sellers are reporting no lates at all even when they have exactly the same dispatch and postal service I do.

Interestingly, one of my lates was for an item that I upgraded to 1st class at my own cost and posted same day instead of next day, and at least 2 others mention quick delivery in the feedback.

The latest from the boards is that the metrics don't appear to be allowing for Sunday not being a working day- so people buying Friday night after close of business and opting for 2nd class are being told it will arrive Monday- several sellers appear to agree that looking at the sales that have resulted in a late shows this weekend pattern.

soolin

Another thing is that several TRS sellers were told that each late would be looked at and if seller could prove attempted delivery on the date ebay confirm is correct then any 'late' defect would be removed. This would mop up the signed for ones taken back to the depot if no one was in to sign for them. Apparently at first lates were being removed, but sellers are now reporting that it is now rare to find a CS agent who will spend time doing this- and just give all sorts of strange advice instead - including, not uploading tracking!

All 6 of my lates have been RM - untracked. So far not one of my Myhermes ones where I do upload tracking has been marked as late.

EDIT- just noticed I now have a 7th late - oh joy

hiccup123

I received 2 lates, both of which were removed. seller left a late which is showing as automatically removed to protect seller. The other was for late delivery shown by courier. this I had removed because tracking showed attempted delivery the next day. The CS agent saw this when they checked the tracking and they rightfully removed the defect.
I think it really depends on the individual CS agent.

I haven't been uploading all my tracking numbers. Too scared in case 'attempted delivery' is made

KxMx

Sorry any seller not providing me with tracking gets low stars.

I do not sit in 24/7 waiting for eBay parcels, I need and expect tracking when it is part of the sale.

I guess it's up to the seller to decide the risk, annoying the buyer = low stars problems with delivery time = Late Delivery mark.

MsBlonde

KxMx wrote: »

Sorry any seller not providing me with tracking gets low stars.

I do not sit in 24/7 waiting for eBay parcels, I need and expect tracking when it is part of the sale.

I guess it's up to the seller to decide the risk, annoying the buyer = low stars problems with delivery time = Late Delivery mark.

Wow seems i'm really generous with my 5 stars then, since I leave full stars if I get it, even if it's late i'll still mark it on time... Only time I've left neutral feedback/low stars is when I got an item which was broken, they sent a glass hydrometer in a polybag (no bubblewrap) and expected to be in tact by the time it got to me (was shattered)... they refunded upon me emailing them and showing them photos...

campdave

KxMx wrote: »

Sorry any seller not providing me with tracking gets low stars.

I do not sit in 24/7 waiting for eBay parcels, I need and expect tracking when it is part of the sale.

I guess it's up to the seller to decide the risk, annoying the buyer = low stars problems with delivery time = Late Delivery mark.

Low stars no longer have any bearing on seller performance standards.

hiccup123

KxMx wrote: »

Sorry any seller not providing me with tracking gets low stars.

I do not sit in 24/7 waiting for eBay parcels, I need and expect tracking when it is part of the sale.

I guess it's up to the seller to decide the risk, annoying the buyer = low stars problems with delivery time = Late Delivery mark.

royal mail tracking won't tell you when you can expect your parcel....so i'm afraid for royal mail tracking you would have to sit around and wait for the parcel or oick up from the PO if your not home.

soolin

hiccup123 wrote: »

royal mail tracking won't tell you when you can expect your parcel....so i'm afraid for royal mail tracking you would have to sit around and wait for the parcel or oick up from the PO if your not home.

Signed for won't even give any info at all except for the fact it was posted.

KxMx

I said tracking when it's part of the sale... Obviously I know many RM services including Signed For don't fall into that category.... However the likes of Hermes and RM Tracked 24 &48 is trackable and you can usually make a good guess when it's coming.