Ebay International Shipping (EIS) Program ISSUES
We had been using eBay Global Shipping Program (GSP) prior to the update to Ebay International Shipping (EIS) Program with no issues and ever since the update to EIS we have experienced issues.
First, we had issues with eBay support not providing us with the correct information needed to update our listings to EIS with one rep telling us one thing and being wrong before speaking with another rep to get that issue corrected.
Recently, we have had issues with EIS simply not working. It started with 1 customer asking us why we cancelled their order when we didn't.
Contacted support on behalf of the customer (and ourselves) to figure what happened and support stated "The seller cancelled" but we are the sellers and did not cancel the order. Plus, for international orders, you are unable to cancel orders once they have been shipped, his order was successfully delivered and signed for at the hub.
Once we pointed out both points, the rep then stated that the customer initiated the cancellation, however, if so, why would the customer contact us?
We basically chalked it up to eBay not wanting to take responsibility (ps. Order also stated "eBay Refund"). Now EIS is not charging and collecting shipping charges for international customers and is having us ship directly to the customer (again with no shipping charge collected) instead of to the international shipping hub.
Contacted support and they first stated it was an issue with the category and subcategory with our listing but once I pointed out that we had successfully used EIS with the same Category and Subcategory for previous orders they then changed the reasoning to the customer's residing country's customs department not accepting our listing for EIS.
Has anyone else experienced this and possibly know how to correct this issue?
