Today I received a message from a rather upset customer. She'd purchased two T-shirts from my store, and had proceeded directly to check-out where she was presented with the total for her combined order. The amount was higher than she had expected, but she paid first and complained two days later. Her complaint indicated that she felt I was dishonest as a seller, advertising combined, discounted shipping.
My listings each carry my policies, and I thought they were very clear. In fact, in the more than eight years I have been selling on eBay, I have never had a customer accuse me of practicing deception in my listings and my charges.
At first, I will admit, my feelings were hurt by her accusations. I knew what had happened, of course, and that is why each of my listings asks the customer to wait for the combined invoice before proceeding to check-out. Each T-shirt ships USPS First Class, and the prices for shipping and handling reflect the appropriate charges. However, if a customer purchases more than one T-shirt, the combined weight of the multiple shirts exceeds the allowable 13 ounces for USPS First Class. eBay combined shipping has not mastered the art of recognizing the limitations of USPS First Class, and simply charges the customer too much. When this happens, if the customer has already paid, I have to print the shipping label (USPS Priority Mail) and then refund the difference between the shipping and handling paid and the correct charges.
My customer today was a skeptic. She is fairly convinced I am not being honest, and does not hide this feeling. I thought about it and decided it was an opportunity to review my listings to see if I could improve them to better explain my policies. I re-wrote my combined shipping discount policies, and asked my upset buyer to review, and let me know if the updated listing was clearer. She liked the change and I am going to update all of my listings accordingly. Yes, I have been selling for a long time. No, I have never before been accused of hiding my policies or being dishonest. Still, I'm willing to try to improve my listings, if it helps make them more clear. I do not want customers to feel they are being cheated in any way.
And now, for some more of the fun designs available at Judy's Corner on eBay, and on Bonanza.
Combined Shipping Discounts Policies: