The weekly eBay Community Chat for April 28th, 2021 was all about eBay's Standard Envelope shipping service.

Community Chat, April 28 @ 1:00 pm PT - eBay standard envelope
Hi everyone! Thanks for joining us for the Weekly Chat. This week we’re joined by the eBay standard envelope team. They are here to address any questions you may have about this shipping option and the recent expansion to additional categories. You can read more about the program itself here, …

eBay staff opened with information about the topic as well as an acknowledgement of the serious technical problems with 1st Class shipping being reported by many users.

Thanks for joining us for the Weekly Chat. This week we’re joined by the eBay standard envelope team. They are here to address any questions you may have about this shipping option and the recent expansion to additional categories.


You can read more about the program itself here, here and here.


We are also aware that USPS First Class Package is not showing up as a shipping option in the listing flow for some members in the mobile app and desktop. This is urgently being worked on and we anticipate a quick resolution.

There were several questions about billing for eBay Standard Envelope - indicating there could be a real bookkeeping challenge for high volume sellers in Managed Payments.

sloppygoose

Hello, Thank you for being here.  I have been charged with more than 1000 standard envelope fees in the last 2 weeks.  There is no way to match those fees up with specific orders.  Will that be fixed?

nate@shipping

Thanks for the question, and the high usage of eBay standard envelope. You should be able to see which charges are expected for this service from the shipping labels history within my eBay or Seller Hub Orders tab. Hope that helps!

sloppygoose

Thank you Nate but so far I have found that to not be accurate.  When a charge is listed on my managed payments page it only tells the item # it was from.  Not the order #, tracking #.  I have mostly variation listings and for some, sell 50-60 a month.  There is no way to confirm which specific order goes with which charge.  I have had 2 Customer Service reps tell me the same thing.  After the overcharging debacle last month, not being able to match specific charges with specific orders is disconcerting.

nate@shipping

Thanks for the extra details. I need to dig a little deeper with the team to come back with a proper response. Give me some time to chase this down and we will circle back around to you.

Another seller, pokemonforless, said:

It's very problematic when running hundreds of these labels that the charges hit after the fact, and are not unique by transaction ID, but rather product ID. What is the logic here? Some of my listings can have a quantity of 100 for the same product. How does this allow for proper accounting and tracking? I've already received credits for overcharges there isn't much trust here. There needs to be accountability within the reporting. There are sellers here trying to run a business not a garage sale. These details matter.

That post did not receive a response from eBay staff.


There were also several concerns about reported issues with tracking and delivery confirmation for this service, especially with how it relates to seller protections.

postcardcountry

I have read many complaints about a lack of scanning and therefore tracking where these envelopes are. Can you fully explain what is supposed to happen?  And then, what communication have you had with the USPS about the lack of scans.

nate@shipping

Hi @postcardcountry ,Thanks for the feedback. We ask when eBay standard envelope is used, that sellers comply with the weight, size, and dimension restrictions, and apply the label to a standard sized envelope. When handing the item off to USPS, you can follow a similar process to what you may be used to doing with other stamped envelopes (USPS Retail locations, USPS Blue Collection Bins, in your Mailbox with the flag raised, handed over to a USPS carrier). One special note on eBay standard envelope is that NO acceptance scan is needed or offered when handing this shipment to USPS. The eBay standard envelopes will receive tracking events while in transit to the buyers. Trackability on eBay standard envelope has been great, however the trackability is not as frequent as what you may be accustom to on other parcel services. On eBay side, we have accounted for the lack of acceptance scans and frequency of tracking when evaluating seller standards. Give eBay standard envelope a try and let us know how it goes.

postcardcountry

So you are saying.......I will never get a defect for late shipment, failure to get any scans....my metrics will not be affected at all, eBay will refund out of their pocket ( not mine) my unhappy buyers if they never get their card (or claim they never got their card) and tracking does not exist.....

nate@shipping

Hi @postcardcountry ,

Thanks. I am trying to say that:

  1. If you ship within your stated handling time, you will not get a late shipment defect. This is accounted for on our side, knowing that you do not get an acceptance scan when handing this shipment over to USPS.

  2. If tracking doesn't show delivered, you may receive an INR, and the expectation is that you make it right for the buyer. However, in these cases, we encourage you to raise a shipment protection claim with the included protection up to the order value that comes with eBay standard envelope. See more on how to make a protection claim here

Hope that helps!

my-cottage-books-and-antiques

What does ebay consider "delivered" for a standard envelope? Does "out for delivery" qualify? Or just what does it take? Could you provide a screen shot of what a typical standard envelope tracking report looks like?

amy@shipping

@my-cottage-books-and-antiques  Hi, the delivery expectations are the same for eBay standard envelope as with all other shipping options. You are still responsible for getting the order to the buyer in good shape.  From time to time, eBay standard envelope shipments unfortunately may not track all the way through delivery to your buyer. This does not necessarily mean the item has not been delivered, just that the last delivery event was not uploaded into the system. If there is an issue, each eBay standard envelope shipment includes a $20 shipping protection plan on a single or der and up to $50 on combined orders to help in case of lost or damaged items. eBay’s seller levels and performance standards apply as they would for any typical eBay order. I will ask the team for a screenshot.

a_c_green

I've read all the FAQs on this, and correct me if I'm wrong, but the buyer's carrier has no way of actually scanning the mailpiece as Delivered; is that correct? If so, what defense does the seller have against an Item Not Received dispute?

Per your FAQ:

"From time to time, eBay standard envelope shipments unfortunately may not track all the way through delivery to your buyer. If your buyer opens an “Item Not Received” request, please work with them to issue a refund in a timely manner. In these cases, you may also consider raising a claim to recover your lost funds."

It seems to be a slam-dunk refund for the buyer, after which the seller is expected to seek restitution from eBay for their loss.

Can the carrier mark the item as Delivered, or does this all rely on the buyer not filing a false claim?

There was no response from eBay staff to that specific post, but presumably it would have been similar as the other responses - sellers are responsible for delivery, but can make use of the protection plan.


I noticed a few interesting points in the eBay Standard Envelope FAQ

Am I protected against shipping and delivery issues when using eBay standard envelope (e.g. lost, damage, delays)?

You are still responsible for getting the order to the buyer in good shape. However, each eBay standard envelope shipment includes a $20 shipping protection plan on a single order and up to $50 on combined orders to help in case of lost or damaged items.

eBay’s seller levels and performance standards apply as they would for any typical eBay order.

eBay standard envelope shipments sometimes don’t show delivery events all the way to the buyer. The shipment tracking seems stalled without a delivery update.

From time to time, eBay standard envelope shipments unfortunately may not track all the way through delivery to your buyer. If your buyer opens an “Item Not Received” request, please work with them to issue a refund in a timely manner. In these cases, you may also consider raising a claim to recover your lost funds.

How do I file a claim on a shipment that was lost or damaged?


Each eBay standard envelope shipment includes a $20 shipping protection plan on single item orders, and up to $50 on combined orders, to help in case of lost or damaged items.

If you believe your shipment was lost in shipping, you must wait 30 days to file a claim. You can reduce the amount of the claim if your shipment was only partially lost or damaged, however the claim amount cannot be more than the item's sold price.


To file a claim, select the button below and add the following information to the form:

  • Tell us what happened - was your item damaged, or was your shipment lost?
  • Enter the claim information and your PayPal email address.
  • Enter the following additional information:
  • Your first and last name
  • The buyer’s first and last name
  • Shipment tracking number
  • eBay item number
  • Screenshot of eBay Order Details
  • Screenshot of buyer’s complaint message or dispute details regarding the lost or damaged item
  • When finished, select File the claim.


    Claims must be filed no later than 90 days from the date the shipping label was created.

The claims appear to be handled through a third party eBay is using to insure packages for this shipment method.

How do I check the status of a claim?
Contact PIP (Parcel Insurance Plan) at:

Phone: 1 800 325 7390
Email: claims@pipinsure.com
Chat: select the chat button on www.pipinsure.com

It also seems like there may be some special steps needed if a seller is not yet in Managed Payments and the claim is filed through PayPal instead - raising concerns that PayPal may not know how to handle or honor the terms of eBay's protection plan.

The buyer filed a claim with PayPal but PayPal can't validate the tracking information based on my ESUS number. How do I resolve this?

Respond to the PayPal claim and advise that the item was shipped using a new delivery option with eBay which does not show up on the standard shipping sites.

Include the ESUS tracking number and the following links which PayPal can use to track the shipment - https://www.trackmyshipment.co


I can see plenty of reason for sellers to be concerned here - especially since they must wait 30 days before they can even open a claim for lost shipment.

If a buyer opens an Item Not Received Case before the 30 days, the seller may refund to close that case, believing they will be able to recover their funds once they can file a loss claim.

But what happens if the package is eventually delivered before the loss claim can be filed? The buyer would have their money and the item and the seller would not be able to file an insurance claim or recover their funds.

It's also worth noting that eBay tracks Item Not Received cases as part of the Service Metrics program - importantly these cases count against the seller as soon as they are opened, regardless of the eventual resolution.

If a seller has too many Item Not Received cases opened against them, it can result in penalties, including having additional time automatically added to buyer-facing delivery estimates, which can negatively impact sales.

It seems many sellers are excited about the possibilities offered by this cheaper shipping service, but also somewhat leery of the possible risks. eBay may need to step up to the plate and offer more protections to win sellers over as they look to expand this service to other categories.