DSF

ebay's new performance standard come into effect on the 20th of Feb and part of that is their late delivery rate tracking, so I looked what my rating will be and the report that goes with the late delivery rate.
I have one that is marked as late by the Carrier so I looked at which one it was and it was sent the day the customer order it Royal mail special delivery, the tracking shows they tried to deliver it but no one answered the door. The next day the customer collected it from the sorting office.

So if the customer not being home when the courier tries to deliver is going to be counted as late then I'm left thinking that it would be better to not put the tracking number into ebay until after the item has been delivered and not at all if the customer missed them and just let them ask the customer if it got there on time.

yes thats what i am going to do, mail the customer the tracking number, but not put it on the form, although i think you can at least prove to ebay it was delivered in time, but they were not there to collect it

Ok so I went on the live chat service ebay has and had a long conversation with customer service guy, at no point could I get a admittance that this was a fault with their system and at one point he even went and said there was no issue with the defect on my dashboard despite the fact that when going through the transaction with him, he did not find me to have done anything incorrectly. He then insisted that their late tracking only tracks your dispatch time from the tracking number when clearly if that was the case then my tracking number shouldn't have flagged up.

Anyway this was all sent to appeal and I have now had a message stating that the appeal was successful and that the defect will be removed.
The only thing is about this reply is that it contains 2 paragraphs basically assuming that the defect was caused by buyer behaviour and the buyer abusing ebay conditions etc, so still no acknowledgement that this is a problem with their system.

I sent a reply to this but I won't hold my breath that they will admit the fault was theirs.

Looks like this is as close as I'm going to get to an admittance of fault

I made sure that my superiors and technical department are informed about this issue with late delivery so that our existing policies can be studied for possible revision. It may not be an immediate revision but it will definitely be done so that issues like yours will be treated differently in the future.
Janela E.
eBay Customer Service