Is the shipping time and postage reasonable?Please help..

[Nbeads]

Firstly happy holidays everybody :)
Now let me tell the problem I got..I am located in Shanghai,China,and a U.S buyer placed an order on Dec 23th,just like usual,I shipped it on Dec 24th and then sent the tracking number to him.I said it usually takes 15-25 days to arrive,and sometimes more than a month,the exact delivery time is out of my control(he bought 8 items with postage $5.55,and never ask for fast shipping upgrade,so I shipped it via registered air mail ).
I received a convo from him to complain the shipping below..
-------------I AM GOING TO COMPLAIN ABOUT THIS TRANSACTION. THIS IS FRAUD. NO SELLER SHOULD BE ALLOWED TO SELL ITEMS AND NOT BE RESPONSIBLE FOR SHIPPING. IF YOU ARE SHIPPING FROM A COUNTRY THAT DOES NOT SHIP TO THE UNITED STATES IN A REASONABLE TIME PERIOD, YOU SHOULD NOT BE ON THIS WEBSITE.

He said a lot of words like this,and left 8 Negatives,I noticed that he just joined Etsy on Dec 5,2012,I replied him immediately after I read his convo,and still not received his reply...

My point is not the transaction,I do know this team is not suitable for that :)
I only want to ask the U.S sellers,$5.55 for 8 items to ship international with 15-25 days(and it is trackable),is the price and time reasonable?

X-mas just passed and the New Year is coming soon,best wishes to all :)

[QuirkyUniverse]

How can you be responsible for how long the postal system takes? That doesn't even make sense. It sounds like they've never bought anything from overseas before. I've bought things from Greece, Russia, China, all over, and it usually takes about 4 weeks. I also think your shipping is reasonable and your beads are very pretty.

[LettersAndPine]

If you're shipping from China and he lives in the US, 15-25 days is reasonable. That's just how long it takes. There's no super-fast magical jet that you can put his purchases on for $5.55. He needs to get a clue and realize that you are not the postal carrier. :)

[Nbeads]

I explained much more than what I said here(I am not going to make you read that much..especially in the holiday :) ). I told him fast shipping upgrade is alos ok with extra xxx dollars,and then I can make sure x-x days to arrive...
I am looking forward to receiving his reply now...
Thank you,Lori :)

[aLilBiteOfCute]

Wow, sorry about all the negatives he left. :( At least your feedback still shows up 100% positive and looks real good. :)
You may be able to have Etsy remove his feedback. Since he left you negatives for something that is out of your control (the shipping service). Here's what it says in the TOU's-

"Members may ask Etsy to review feedback for removal. Contact Support to request a feedback review. Etsy does not investigate the validity of opinions or statements made in feedback or mediate feedback disputes. At Etsy's discretion and without notice to both parties involved, feedback may be removed or altered by Etsy in the following circumstances:

* Negative or neutral feedback comments about using Etsy or other services (for example: payment processors)."

I would consider shipping services to be in that category. ^^

[Nbeads]

Thank you Heather,every sellers care about feedbacks very much,especially for these ones made by mistake.I have contacted the buyer and I do hope we can solve the mistake by ourselves.It is only a mistake,is not it?
:)

[Former_Member]

it is ridiculous really to complain about a shipping time of 2-3 weeks when paying 5,5$ for shipping. i have sent things across europe (standard shipping, no insurance/ tracking, run time = 5-10 days) that took that long to arrive. thank god none of my customers complained.
i don´t even think it´s a mistake. your customer bought your items and didn´t ask for faster shipping. it´s his/her mistake if you ask me.
although you could add to your listings that faster shipping is available.
happy holidays!

[Former_Member]

I agree that's a ridiculous complaint, sorry you are having to deal with that! I ship from Malaysia to all over, usually the US, and packages take 10-30 days. I also use registered post.

[Former_Member]

On the positive side at least their comments on the negative transactions make it very clear that you are not in the wrong :) I'd agree with the previous suggestion to contact etsy, they might remove it for you.

[Spellbinderie]

Ugh, sorry to hear about that. Please do write to Etsy about getting the feedback removed.

You might want to consider putting a little note in each listing that overseas shipping at the basic shipping rate listed can take XX amount of days and that if the buyer is interested in upgrading for faster shipping, to please contact you for the rate.
I'm located in France and most of my buyers are overseas. I also ran into some concern about how long it takes as many think that shipping is cheaper and faster than it really is. Putting a message in the listing can help avoid this confusion and disappointment. Also put it in your policies, if you have not already. Then you know you've alerted your customers :)

[Former_Member]

Obviously they;ve never bought anything from overseas... even working retail taught me that sometimes things from China appear to be comming over on a rowboat paddled by a blind one-armed man (which explains why it takes 3 months for our shipments to arrive sometimes in the store!) Personally, I would include a bit more info in my listings, such as international shipping cnnot be controled as it must go through the idividuals customs, and a short notation about returns. Better too much info than not enough!

[PiecesOfMePaperCraft]

I don't think the $5.50 or the shipping time are unreasonable. It appears to me the buyer never bothered to read your shop policies (which clearly state 10-25 days for overseas). It's very possible they never noticed you're from China until after the sale went through. The all caps, negative feedbacks are uncalled for. They would not sway me from buying from you because they clearly show that the buyer did not read your policies and is trying to blame you for something that's beyond your control.

Good luck with this one. I hope you can have the negatives removed. But even if you can't, it's not affecting your feedback rating.

[Nbeads]

@ Honey Moser and Karen,
I do write something like "fast shipping such as USPS EMS Fedex and DHL is available,please contact me if you need the shipping fast" in my shop announcement.I did not write it in each listing description,because if I were a buyer,I don't want to see the same thing in each listing :)
Thanks for your words,I think it is better if the buyer saw my explaining and agree to Kiss&make up,because feedback is not the only thing matters,but also a buyer's feeling.I don't want to make him think bad trade with me this time ... though he still has not replied me yet~

[Nbeads]

@Nicolette,international shipping sometimes is just like what you told,lol,especially when you choose slow shipping method.(if the package weighs more than 2kg,air mail is not available)
@Judy
This is one of that 8 feedbacks,
"IF YOU ARE SHIPPING FROM A COUNTRY THAT DOES NOT SHIP TO THE UNITED STATES IN A REASONABLE TIME PERIOD, YOU SHOULD NOT BE ON THIS WEBSITE."

according to it I guess he knew the shipping is overseas,I do really hope he did not...if he did not know the package will be shipped from China,it is easy to explain and solve,it is only a mistake.But if he did know this before placing the order,oh my god,the postage is not as cheap as what he thought it shoud be in China...I have some purchase in the U.S and other countries with Express shipping,the price is always qutie high,why would he think an order values $5.5 for 8 items should arrive in 10 days or less?
(the basic shipping charge is $3.5,he bought 8 items,so totally $5.5)

[Former_Member]

I agree with Karen, "putting a little note in each listing..." I have Shipping and Policy Summary in each of my listings, along with a link to the complete policy statement. I'm now thinking about adding a note on estimated shipping time for overseas.

I noticed that you do state where you are shipping from and length of time in your policy. I hope you had included that info in your response to the buyer.

Sorry this happened to you. Good luck!

[Nbeads]

He still has not replied me yet,I have sent an email to Etsy support to ask for feedback review or removal,it is early morning in the U.S,so I think they have not seen my email now :)
I will let you know after I get any info,I think the solution will help others who have similar issues in the future.(of course it is better not to... )

[PiecesOfMePaperCraft]

Sean, it's the weekend between holidays here in the U.S. so it may be a few days before you hear back from anyone. A lot of people and businesses take vacation time between Christmas and New Years Day.

[Nbeads]

Thank you,Judy,I know it and I am on new year holiday now,too.I have not got replied but it is ok,I will wait.
Happy new year,have a great holiday!

[GabriellasTreasures]

Sean - just popping in to say:
1) As a U.S. buyer, I would expect from a buyer exactly what you did; it's not your fault re. shipping time. Sorry this happened.
2) Love love your Sean avi - one of my fav actors!
3) Hope Etsy helps you.

Edited to add: just looked at your shop - with your hugely successful sales and positive feedback, I wouldn't worry too much. Congrats on your success!

[Nbeads]

I just want to tell you the result,I think maybe it is helpful to others who meet similar problems in the future(of course it better not to ):
1) No response from the buyer until now,even though I sent messages again both through Etsy convo and email.
2) And I wrote an email to Etsy Support to ask for help,they replied me "the feedback does not qualify for removal",and advised me to use Kiss&make up,of courese I want to use it,but I just can't without the buyer's response :(

I have no idea but give up,I feel a little sad receiving my first Negatives for this xxxx reason.

All right,it is over I think.Thank you for your help,I read a lot but hardly write new posts,if I have something for help,Etsy Success is my first choice.I love this team and all members,so helpful and kind.

Thanks a lot and have a good day,all :)