eBay Expected Delivery Time SOP
To find out the estimated time of arrival when customers ask how long the delivery
Overview#
Purpose: To find out the estimated time of arrival when customers ask how long the delivery will take to their location.
Scope: This applies to all Bragan customer service representative personnel.
Responsibility: It is the responsibility of the customer service representative.
Objective: The objective is to provide the customer with the expected time for delivery and how they can check this for themselves.
Expected Delivery#
On all our eBay adverts there is an expected delivery date which is an indication to our customers when an item they order would be delivered. Obviously, delivery dates to the UK/Ireland will be different than the ROW (Europe / Australia, etc.)
Let’s use BRA22121FL71W as an example
On the advert, click See Details – beside Postage so you can check out the expected delivery.
This will prompt what is shown below.
So, if the customer was in Spain and wanting to order – the shipping cost would be £119.99, and it would be delivered within 16th Jan – 1st Feb (that is if they ordered today which is the 9th Jan). It is important to use this when asked ‘how long does it take to deliver to Spain’ simply respond with ‘Shipping charges and delivery dates are shown on our eBay advert’. Realistically if this customer orders today – we do not want to hear this customer messaging us saying that their delivery is late until the 2nd Feb – which is why it is always important to say to any of these customers that ‘it will be delivered within the delivery date as stated when you ordered’
The same function is used on our website to calculate prices although on the website it does not show an expected delivery date like eBay does (hoping to implement this soon)
You can use this to calculate shipping costs and times all over the world so as a task please calculate the shipping to the following countries and expected time (in days) like shown below.
Example: Spain – Shipping Cost: £119.99 / Expected Delivery – 7-23 days
Do the same for the following countries
Sweden Australia Iceland Hungary Hong Kong
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
This SOP is beneficial for customer service representatives to know so that they can answer customers accurately about when is the expected delivery.
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.