Zero Feedback As A Buyer - Opinion?
I have had a couple of people from outside the US that have a zero feedback rating claim non receipt of stamps. I find that very suspicious especially because they were large orders. I got another today, this time from Australia, that placed an order for $65. Brand new to Hipstamps. I wrote and told him that I am requesting an additional $17 for registered mail service before I will put this into the mail. If he wants a refund I'm good with that. I would rather just be out the Hip fees than to lose the stamps as well. Normally I just eat the loss if it is a couple of bucks, though it has gotten so that I'm thinking of not selling outside the US. Opinions please........
Greg
Greg
Comments
Greg
Hello,
We understand that you recently asked a buyer on HipStamp to submit additional payment on a completed order. Please note that such a request would not be allowed under our terms and conditions, which state the following:
- Shipping and Handling charges, including for additional items, are required to be specified using the options we provide. Therefore, requesting additional payment from a buyer for Shipping and Handling charges after an order is completed is strictly prohibited.
- It is not permissible to instruct buyers that they must wait for a custom invoice before paying for a purchase.
- It is not permissible to instruct buyers that they must meet any minimum or maximum purchase requirements.
- Requesting a transaction be canceled for any reason other than one allowed by our terms.
We understand that you may not have been aware of these terms, and ask that you please keep these in mind.
Thank you for your help in this matter.
Best Regards,
Trust & Safety | Hip eCommerce
20052:354502
But issues like these give me better reason not to set up a store here (added to the limited # of listing items per reasonably priced subscription group and so many esoteric rules for sellers). I have thousands of US items I could list here and hundreds to thousands more in WW and novelty on top of that but I am still on the fence after reading forums on this and other sites.
And please don't flame me by advising me to compare COGS (or cost of Sales which includes advertising and subscription expenses in this case) with eBay or Stampworld etc. because I have already done so. My point is that common buy/sell between entities should be by common agreement and general commerce law associated with same and not subject to little known rules that apply to some folks and don't apply to the majority. I believe Sellers should be able to refuse service if the transaction doesn't pass the 'smell test'.
So, yes, per our terms we don't allow new buyers to be penalized and have to pay additional fees to a Seller for being a new buyer on HipStamp. We have never allowed this. It would also be against our terms to cancel an order simply because a buyer is new to HipStamp.
We typically have close to 1,000 new buyers each month make their first purchases with us, and generally, there are no added issues in filling such orders for our Sellers compared to existing buyers.
That being said, if you're concerned about International Shipments, you can certainly update your shipping methods and costs accordingly - but this would need to be done in general for your listings - not after the fact and/or for specific types of buyers, such as new buyers.
With regards to Final Value Fees, if you need to refund a buyer, yes, you're eligible to receive a Final Value Fee refund.
However, if you would like to disable International shipping, you can certainly do this.
See "What if I do not want to Ship Internationally?" here:
https://help.hipecommerce.com/support/solutions/articles/14000111961-how-to-setup-shipping-costs-options
Keep in mind that updating your Default Listing settings will not make changes to your current listings, but you'll have the option to do so once you make any changes to your Default Listing settings.
If you need any further assistance, please reach out to our Support Team.
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Australia
4-22-20
Australia Post advises that it has declared a situation of force majeure for all inbound and outbound letters, parcels and express mail service items until further notice. Precautionary measures imposed by the government to curb spread of COVID-19 are affecting daily operations and services offered by airlines and other transportation providers. This is having a direct impact on service quality for both international inbound and outbound mail. Customers should expect delivery delays.
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From here:
https://about.usps.com/newsroom/service-alerts/international/australia.htm
https://about.usps.com/newsroom/service-alerts/pdf/air-to-sea-diversion-in-effect.pdf
Switching to sea routes for some European countries.
The main page is here:
https://about.usps.com/newsroom/service-alerts/international/welcome.htm
Because this literally changes from day to day, I wish Mark would prominently post an announcement about the service disruptions with a link to this USPS page, so that international buyers could evaluate their country's situation with regard to US-based sellers.
I haven't suspended international sales yet, because then my listings cannot be seen overseas, so am just dealing with this on a case-by-case basis. For a buyer in a disrupted country, I thought what I would do is contact them and give them the opportunity to either cancel the purchase outright or else to have me hold it until the situation begins to normalize.
After looking at your international shipping rates I have to ask this question Are you still shipping your international orders via first class letter rate without a customs form or via first class parcel rate with a customs form,which also includes tracking? If you are still shipping those orders via first class letter rate they are most likely getting confiscated by customs. (The reason I ask is that while first class letter rate is still about $2 plus or minus depending on weight,the USPS first class parcel counter rate is currently $17.50 to Australia. So it's highly unlikely you are shipping via first class parcel rate. (They changed that almost 2 1/2 years ago in HOW you MUST shipment any items of any value) Customs can legally open any letters or parcels for inspection if they are questionable. Letters can now only contain documents of NO VALUE.
And if you are still sending them via first class letter rate that is on you and NOT the buyer.
In the almost 2 1/2 years of shipping them via first class parcel I have only had a couple of international buyers asking about a "missing shipment" in which with the tracking one showed it was delivered and the other 2 were still in transit but the buyers eventually got those orders. The crazy part about it is that the sellers that do ship via first class letter rate invite the scammers to buy from them in the first place. (Yes I am aware of the fact that some of those buyers are scammers,but you CAN NOT prove they are scammers) And it's very simple first class letter rate does NOT have tracking and a seller can not PROVE they ever mailed it. A scan buyer would know this and all they have to do is go back to the seller and claim non receipt. And there is nothing the seller can do. The buyer will win a Paypal dispute in those cases EVERY time.
And it DOES NOT MATTER if you are sending it personally or as business mail. The law states very clearly that any merchandise or items of value being shipped out of the country MUST have a customs form. Just because you use a personal label or address as personal mail does not change the fact that customs can inspect it if they have cause.
I think HipStamp shouldn't allow sellers to violate shipping laws by requiring a minimum international shipping fee more in line with actual costs to legally ship international. Perhaps there is a legal reason preventing them from doing this.
I think the stamp organizations who have a code of ethics should enforce them - those dealers who break the law cause immense financial hardship to those ethical dealers who choose to play by the rules..
Bob