Shipping time

[Ridicools]

hello, i have a problem with shipping time. previously it was 1 day for shipping but around a week ago and changed shipping time to 2 days. today, i got a order and as i see nothing has changed. "2 days" is the time for dispatch. not the time for delivery. now i will lose some points. please correct it.  @gdvorek @Syrena_zT @matt_rose @N_Nitka28 @RaBarbar_ka @MiMary @w_kiwi @Sa_nova @la_nika @nat_not @_HolaOla_  

the id of offer: 18172244227

[w_kiwi]

@Ridicools Please provide your order number. I'll check it out.

[Ridicools]

1dccb4f0-0ca8-11f1-943c-57f9367c288d

[w_kiwi]

@Ridicools The system calculated the time correctly. The offer states a shipping time of 2 days. Therefore, you have a full 2 ​​business days to ship, in addition to the day the order was placed. I suspect that what may have changed is the suggested shipping time, which only suggests when to ship the package to meet the estimated delivery time the customer sees in the offer.

[Ridicools]

Wiktoria, i dont agree with you. Sellers can not state the delivery time. Because sellers are not shipping company. Sellers can only state dispatch time. Lets investigate this situation in detail.

Today is 18/02/2026; if i choosed an option of immediate dispatch, the system should show the dispatch time as 18/02/2026 and delivery time as 19/02/2026.

if i choose 1 day, dispatch time would be 19/02/2026 and delivery time would be 20/02/2026.

i choose 2 day so the dispatch time should be at least 20/02/2026 and the delivery time should be 21/02/2026. 

in other hand i set this offer for 1 day dispatch and it was showig same as now (2days)

so this information on the system is totally wrong. Because you have different options as immediate, 1 day and 2 day and more

[Ridicools]

Wiktoria will you be able to reply me? @w_kiwi 

[Ridicools]

Hello,

I have a problem about the system and the calculations of points and deliveries. Please check the attachments.

The data says that i have to dispatch the parcel by 24 February - 11:59 pm. As its seen in attachment 2, i dispatched it till 11:59 pm. I do not care about when it reaches to the buyer. Delivery is not my problem. The system calculation is totally terrible. how the system expects that the package will be delivered on 25 february if i dispatch it on 24 february at 11:00 pm. But again, it is not my problem. it is totally system fault.

order id: 6ac71c50-0efb-11f1-8b67-d143158b6e3b

I have tons of points loss because of this. I am asking you to fix the system and give me my points back.

Also even and dispatch parcel on same day before 3pm. The system does not give points for fast dispatch. order id: 70402c40-0e37-11f1-91a1-5324c1db7bf2

i am a bit confused. I guess nobody cares about if the system works properly or maybe the translation is wrong.

@gdvorek@Syrena_zT@matt_rose@N_Nitka28@RaBarbar_ka@MiMary@w_kiwi@Sa_nova@la_nika@nat_not@_HolaOla_ 

[la_nika]

@Ridicools Hello! The system is working correctly.
What you see as time to dispatch is the time it takes to ship the package according to your declaration, while estimated delivery time is the estimated delivery time that the buyer sees.
We calculate the estimated delivery time based on your declaration, but also on historical data regarding your deliveries. If buyers typically receive their packages earlier, the algorithm will take this into account.
Changing the shipping time won't immediately change the estimated delivery time, as you were previously shipping faster. For shipping times of 2 and 3 days, you can disable faster-than-declared deliveries in this situation. You can do this in the Delivery Efficiency tab; this option must be enabled every 10 days.
If you ship the package (we consider it shipped not when you place it in the machine, but when the courier scans it) according to the date specified in Time to dispatch, we will count the order as shipped on time.

In turn, to receive points for Fast Shipping, the package must be shipped on the day the order is placed (delivered no later than the longest transit time for the shipping method selected at the time of purchase, counted from the moment of payment).
For order no. 70402c40-0e37-11f1-91a1-5324c1db7bf2, we would need to receive the scan from the courier on February 20th.

[Ridicools]

@la_nika thank you for your fast reply.

(we consider it shipped not when you place it in the machine, but when the courier scans it) 
where is written? 

[la_nika]

@Ridicools for example in this article:

A shipment is considered shipped when the carrier assigns it an "in transit" status, confirming this. Therefore, we won't automatically consider it shipped when:
- you hand the shipment over to the courier,
- you place the shipment in the parcel machine,
- you take the shipment to the collection point.

For us to consider the shipment shipped, the courier must scan it.
The exception is shipments sent from Poczta Polska branches. Such shipments are considered shipped when an employee accepts them.

[Ridicools]

thank you @la_nika . I was not talking about articles. i was talking about the rules, the agreements which we agreed or confirmed while we are opening the shop on allegro. as human being i can not read all articles. Do you have it in our agreement?

[la_nika]

@Ridicools you welcome 🙂 This is a technical aspect and is not described in the regulations.

[Ridicools]

@la_nika so you expect us to read all the articles in the system 😄

since its not written in regulations, i would like to ask about my lost points again. Now i learned from you and i extended the shipping time. But for the previous orders, it is so normal that i dont know this technical aspect because it was not stated in the regulations. since i am in a supper seller program and lost more than 400 points, i would like to ask support to recover them.  

[la_nika]

@Ridicools I will ask the sales quality team about this and get back to you with an answer (probably tomorrow). 
Your account is in the try and learn period, which means that the quality of your sales will not drop below neutral, so orders for which you did not receive points did not dramatically affect the quality of your sales.

[Ridicools]

@la_nika thank you 🙂 i have opportunity to be a supper seller. but this situation made everything terrible. i hope we can figure it out.

[Ridicools]

@la_nika i checked all my previous orders and i lost points 10 times (around 400 points) because of the same issue. but most important point is I did not get any complaint from buyers. you can of course check my ratings. since not any buyers make any complaints, i hope we can find a way to recover those points 🙂

[la_nika]

@Ridicools I'm returning with a response; I don't have permission to exclude these orders.
You lost the most points for not responding to the buyer's message (sent on February 21st), not because of shipping. Only three orders didn't earn you points in the "On-Time Shipping" metric.
I will add right away that replying now will not change the situation, because you have 24 hours to respond to the buyer's message. 
As I mentioned earlier, you're in the Try and Learn program, so your sales quality hasn't dropped below Neutral. If you now ship your items properly and pay attention to other sales quality factors, you'll improve your results (sales quality is calculated based on the last 30 days).

[Ridicools]

Excuse me!!! @la_nika  why i suppose to answer this? if you count this as buyers message, i should quit allegro system. All the messages from buyers got reply by me in few hours even its sunday. You can check. Of course i will not give an answer to this message.

[Syrena_zT]

@Ridicools Hi! If the customer asked this question using the [ask a question] option available on the offer page, we count your response time here, regardless of whether the question was substantive or not. You should answer it.
You can find information on this topic in this article. 

[Ridicools]

@Syrena_zT i appreciate your reply. but lets be fair. this question was not about any of my products. this message does not come from potential buyer. This person is not even buyer. they are trying to sell something to me. i thought it is a spam message. I am learning your system. I will answer everything from now on. but i think losing 400 points because of this is not fair. Can you check if you recover it? Please note that, there is no any sad, disappointed or unanswered buyer. I will not be able to cover 400 points and at the end of 13 days, i will get kicked from the program. and my sales quality will be lower than neutral. This is totally disappointing situation for new sellers. Even i had a good start, now i am thinking about to leave allegro unfortunately.

I understand that system drops the point automatically because it does not recognize the content of the question. But we have moderators and admins for this. thats why i am asking for help from you.