eBay Mobile Purchases missing 'Messages to seller'

[Bronco78th]

We sell on eBay and find that when customers use their phone to ebay purchases (unsure if through the app or from the desktop website on phone) the 'message to seller' is not always attaching.

We do engraving so most orders should have engraving text attached as a message but we get ALOT of orders where the message is missing. The common denominator seems to be the customers using phones/pads to make purchases rather than desktops...when we chase up they always say 'I did put a message in the message box'.......we have too many missing for it to be coincidence.

Has anyone else here experienced this? ....oddly can't find much on the eBay forums or examples of others having similar issues so literally wonder if we have 'cursed' account or something.

its highly annoying as we spend aload of time chasing text and with eBays dispatch time constraints is proving difficult as our dispatch targets go out the window.

 

[Mr D]

May be worth changing your dispatch time.

Not particularly noticed it - they are sending a separate message to the seller or they are including something in the order itself?

 

[Bronco78th]

Some send separate messages which works fine.

It seems to be the 'There is a message from buyer. You can view it in the sales record.' attached to the orders that are the problem in seller manager pro or Seller hub (whatever its called these days).

yeah we have considered increasing dispatch time but eBay REALLY want us to dispatch in 1 working day.....which we could do fine if this message problem didn't happen.

 

[Mr D]

Some send separate messages which works fine.

It seems to be the 'There is a message from buyer. You can view it in the sales record.' attached to the orders that are the problem in seller manager pro or Seller hub (whatever its called these days).

yeah we have considered increasing dispatch time but eBay REALLY want us to dispatch in 1 working day.....which we could do fine if this message problem didn't happen.

My experience as a buyer using the app has been sending separate message works. I either get a reply or instructions are followed.

Surprised ebay really want you to dispatch in 1 working day, for crafted stuff I have multiple days set without ebay having any say in the matter.

 

[mpollard]

We used to integrate eBay with our own website and when orders came through where the customer had entered something in the message box on checkout, we wouldn’t see this. It was really annoying because people might write a different dispatch address or something about the order. Our new website now adds the note to the order so it isn’t a problem.

I find I’m always having to teach our customers how to use the eBay app... Very annoying! One other issue is that to change the quantity, a buyer has to add the product to the cart and update the quantity in the cart. The amount of times I’ve been asked “How do I buy 2/3/4...”

 

[MBE2017]

Why not change your terms to one day after customer confirms proof message to be engraved, ie spelling and font? That way the day starts on receipt of their agreement, not original order. Most sign makers and printers do this, so your client replies to a separate email, to avoid arguments on layouts etc after the order has been delivered.

 

[ImranR]

Could it be somewhere on PayPal?

 

[Mr D]

We used to integrate eBay with our own website and when orders came through where the customer had entered something in the message box on checkout, we wouldn’t see this. It was really annoying because people might write a different dispatch address or something about the order. Our new website now adds the note to the order so it isn’t a problem.

I find I’m always having to teach our customers how to use the eBay app... Very annoying! One other issue is that to change the quantity, a buyer has to add the product to the cart and update the quantity in the cart. The amount of times I’ve been asked “How do I buy 2/3/4...”

That is easily solved, put instructions as part of every description.

 

[alan1302]

That is easily solved, put instructions as part of every description.

How do you teach people to read and understand though? LOL

 

[Mr D]

How do you teach people to read and understand though? LOL

Apparently 13 years of babysitting / childcare in schools does not do the trick.

 

[alan1302]

Apparently 13 years of babysitting / childcare in schools does not do the trick.

Does for most but a few slip through the cracks