Does eBay International still continue "do nothing" on returns?
I have had several eBay International situations when I did nothing while eBay refunded my buyers as promised. But in 2025 eBay seems like ended this. I have had two situations in 2025 when eBay acted differently. Two weeks ago, my buyer ($420) from Finland reported wrong item delivered. It was eBay International that says to "do nothing, we will handle returns." The buyer provided a picture of the shipping package with light bulb placed inside the bag so you can see the original US domestic shipping label. It was an order from a different eBay seller. eBay International placed my international label on a wrong package. My buyer from Finland provided the picture of the delivered item so I was able to identify eBay ID listed at $185. Contacted the seller – confirmed that item was going to Sweden (not to Finland). I was like “do nothing†and suggested the buyer to file with eBay. Then I received a request from eBay to refund or provide a return shipping label. I was like "what?" I called eBay 3 times (4hr total) and each time eBay representative suggested to “do nothing.†I "did nothing". Then I received case resolution: eBay refunded my buyer with my funds. I appealed and I lost. Because I “did nothing†I ended up with negative feedback, lost $420 on my item, negative credits from eBay. In my business category negative feedback is reducing my earnings a lot. 75% of my negative feedbacks are from international buyers’ unhappiness thanks to eBay international. My numbers indicate that I would make more profit and spend less time if I do not allow international buyers on my eBay listings. I liked eBay International before it stopped working for me.
dhbookds
·1 year ago@kyle@ebay I'm curious (lol) as to when you suggest things to teams, do you include a link to the actual problems that sellers post? Easy (for all of us) to make suggestions....and easy for all of us to kind of slough it off as something to look at "sometime".......harder to do that if you read the real life problems.......
just a "suggestion".....
kyle@ebay
Hey @dhbookds we sure do! Links, screenshots, reports, whatever info is relevant.
tools*
·1 year agoI'm skeptical because eBay doesn't communicate with its customers, except when it's punishing them for something their "AI" found.
ittybitnot
·1 year ago@zakgear
I took a quick look at some of your listings. Some do say shipping via EIS (eBay International Shipping), others do not in favor of using USPS direct to your customer. There is also a similar program EISD (eBay International Standard Delivery) that is often mistaken for EIS. ESID, or shipping via USPS on your own has none of the protections touted by the EIS program.
If you care to share the item number of the transaction in question, we can certainly look to see what was available/used to ship should that be the answer to your problem. That would be the first thing I would inspect.
zakgear
OP1 year agoI shipped this item to eBay 296262332940 expecting eBay to forward this item to my international buyer. Instead of forwarding my item 296262332940 eBay forwarded this item 235934272826 to my international buyer. I have a picture from my international buyer that shows the domestic label from seller in CA 91945 is covered by label with my returning address in VA23320. I do not publish it here because it shows addresses. Your suggestion to evaluate eligibility based on eBay rules does not apply, in my view, for this case because, it seems to be obvious that eBay placed a wrong international label. In other words, eBay makes the seller (me) to pay for eBay’s mistake. I do not feel comfortable about paying for eBay’s mistake because eBay was telling me repeatedly “you did not do anything wrong†on eBay’s previous case resolutions. eBay does not tell me “you did not do anything wrong†and ruled against me now. In this resolution eBay explained its ruling as “I did not pay for international return shipping.†Making me pay for international return of the item that eBay, the buyer, and I all know to be not my is absurd and seems to be an intention to make me to take a possession (probably illegal in my state VA) of the item that does not belong to me. eBay representative suggested me on the phone to make my international buyer ship the wrong item to me and then claim “wrong item returned.†The absurd of this for me seems to be the fact that we all know who sold the item and we know where it should be delivered and we can return it to its seller but eBay wants me to do actions for returning that item to me instead of returning it to the owner of this item after we have already in contact with the owner.
wastingtime101
·1 year agoThanks for providing the item number. Your listing advertises direct shipping to Finland with USPS First Class Package International.
On the label purchase page you purchased an eBay International Standard Delivery (eISD) label. This is an entirely different service from eBay International Shipping (eIS).
eISD is a semi-direct shipping option where you ship to a hub, but you are still responsible end-to-end. eISD does come with up to $100 included insurance.
If you do not want to ship direct (or semi-direct) where you are responsible end-to-end then revise your listings to not offer direct shipping methods. By not offering direct shipping, eIS will be the only option.
Because you did not ship eIS, and instead shipped eISD, you are responsible end-to-end.
Because this was already escalated with eBay asked to step in and you did not resolve the issue with the buyer, that means you lose the claim and your fees are forfeit.
You can file a claim for the $100 insurance coverage to minimize your loss. Follow the steps here:
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-standar...
I'm sorry to hear you were given advice by CS on how to handle an eIS claim for a non-eIS transaction. Hey @kyle@ebay - can you have this seller's 3 calls with CS reviewed and provide coaching where needed? Thanks.
ltldpr
·1 year ago"eISD is a semi-direct shipping option where you ship to a hub, but you are still responsible end-to-end."
How does a seller make sure that the people at the hub don't mix up their shipment with another seller's shipment, in order to be responsible end-to-end?
That's what sounds like happened in this case.
Their only recourse is to file a claim for the $100?
Also, if they had initiated a return label, would the item be returned to the hub (that caused it all in the first place) or would it have been from buyer, directly, to seller?
And then what? If the item finally made its way back to the seller, it's not the item they shipped to the buyer. What's the seller's recourse then?
These international shipping options remind me of the old saying about too many cooks in the kitchen.
ittybitnot
·1 year agoAlso, if they had initiated a return label, would the item be returned to the hub (that caused it all in the first place) or would it have been from buyer, directly, to seller?
@ltldpr
The seller is in the US, and therefore cannot initiate a 'return label'. eBay will not issue a return label from an international destination, back to the US. The seller would have to SEND MONEY in advance to the buyer to pay for recorded shipping back to the seller's location. That is often accomplished by sending money through PayPal, since eBay provides no means for it to be done on site.
@zakgear
Both EIS and EISD require shipping to a hub in Illinois. That is why they are often confused. As you can see the policies for "seller protection" are greatly different. However, since it appears the "labels" may have been switched at the "hub" you may be able to find assistance from eBay through one of their social media portals. Unlike the for foreign based call center Customer Service you get in a call back or chat, you will be in contact with actual eBay employees in the US. These people do have the authority to help you if you make your inquiry clear and concise. You will also be able to upload the photos for them to view as well.
https://www.facebook.com/eBay/ (use the blue message button)
OR direct message through one of these:
https://www.instagram.com/ebayforsellers/
https://x.com/askebay
Do let us know what you find out, and good luck!
wastingtime101
·1 year agoEven though this was the hub's error, the eISD page is pretty clear that this responsibility still falls to the seller. It's why they include up to $100 insurance, and I believe sellers have the option of purchasing additional coverage.
In essence, it's no different from shipping direct and the package gets lost, or label gets torn off, or any number of things that can happen. It's a semi-direct option but you get a lower rate plus $100 coverage that USPS First Class Package International does not offer. It's an excellent shipping option if the seller informs themself of how it works.
If the seller does reach out to CS on social media regarding this transaction, and if CS does help, it will be a one time courtesy credit type situation.
Edit to add a response to this comment @ittybitnot : "Both EIS and EISD require shipping to a hub in Illinois."
eIS goes to a hub in Glendale Heights, IL. eISD can go to numerous hubs around the country, one of which is in IL.
---------
Am I protected against issues caused by eBay’s partner for eBay international standard delivery (e.g. lost, damage, delays)?
eBay’s seller levels and performance standards apply the same as they do for a typical international eBay order.
While eBay has worked with shipping carriers to create the eBay international standard delivery shipping service, you're still responsible for getting the order to the buyer in good shape.
However, each eBay international standard delivery shipment includes a $100 shipping protection plan to help in case of lost or damaged items.
ittybitnot
·1 year ago,,and if they do help, it will be a one time courtesy credit type situation.
@wastingtime101
Yes, I figured that, but figured it might be better than nothing. I understand completely. I don't know who eBay uses for ESID (Asendia? or like service), use at your own peril, same as UPS, FedEx, etc.
At the same time I was always felt it was unfair to name the different programs with such ALMOST IDENTICAL abbreviated names. It is confusing for their sellers.
zakgear
OP1 year agoEpisode #2. I shipped 5 stem valve caps $20 value to New Zealand using eBay International. My buyer asked to replace one of the 5. I suggested to return all 5 because I anticipated problems with eBay International if I try to send one more cap as buyer requested. Buyer was angry like "just send me one and do not make me go hard way to return the whole order." I shipped another one via the same eBay international forwarder in IL. I did not even know I was shipping to New Zealand. The customer never received my second shipment. Published a negative review. My sales are always down a few days after each negative with estimated $2000 sale reduction pro event. Even if the negative gets removed the monetary damage is already there. I always comment on negative reviews to reduce the damage. While deflecting the negatives I estimate in my head how much I could done to design products that sale better. With my 1/4mil/year sells every hr of my time becomes valuable for me and for eBay commissions. During the last episode I called eBay 3 times and spent 2hrs on the phone. 75% of my negative reviews are from orders shipped by eBay International. 2% of my shipments are international. Basic mathematics tells me to stop shipping outside of the US because the monetary damage (thanks to eBay International) is about 5x higher that the revenues that these shipments deliver. I will remove eBay International from my options but allow USPS. I liked eBay International when I did not need to do anything on returns. But it was my mistake. I lost international customers because I was doing nothing and eBay International was handling my customers. I have never lost my International USPS package. eBay International is just bringing too many problems to my shipment resulting my customers becoming a better customer of other platforms. It is confusing to have eBay International and eBay International Standard. We, the sellers, are trying to focus on generating higher payments to eBay and some left overs for ourselves. We are too busy to study all the tricks in confusingly similar named services. My profit is about 10% - common for automotive. Most of my payout goes to my inventory. A small 5% reduction of sale reduces my profit for 50%. CA state makes more money on my listing with its tax. eBay is making 2x more on my work. I am getting a little emotional on this because I actually manufacture my product. I am getting mentally attached to what I sale on eBay. I keep working hard for a small 10% because I am getting satisfied when my buyers love what I do (read feedback on my eBay store). This is what I want eBay to make it right instead of providing a link to claim $100 insurance.
ittybitnot
·1 year agoEpisode #2. I shipped 5 stem valve caps $20 value to New Zealand using eBay International.
@zakgear
eBay International WHAT?
Did you use ebay international standard delivery EISD?
Or did you use ebay international shipping EIS?
They are different programs. BOTH OF THESE PROGRAMS have you ship to a "hub" in Illinois.
You cannot send a replacement via EIS. If the buyer had a problem with an EIS shipment, eBay would take care of it and likely not even let you know.
If you shipped on your own, via USPS or EISD, that is different. Anything that the buyer wants to return, and files the appropriate claim will require you to fund the return on your own dime by providing MONEY IN ADVANCE to your buyer to cover the cost.
Someone upthread told you to REVISE your listings and remove any international shipping options except for EIS. It would limit the confusion you are having.
zakgear
OP1 year agoThank you for this information. This is why I publish my eBay experience here. I did not know that information until now. This is definitely lessons learned for somebody with 1/4mil sells: dig deeper into the promotions and read fine scripts on the bottom before getting too excited to use it. On a positive side I have to say that I would not have these issues if nobody was ordering from me. I am doing good with my product despite the hidden obstacles on my way. If you show, where did I miss text: “You cannot send a replacement via EIS†I would feel like you are right. BTW, the replacement that I sent never delivered to my buyer and it never returned back to me. I have another interesting episode in progress. Buyer is returning automotive wheel nuts made out of steel instead of similar looking nuts I shipped made out of titanium. I will update how eBay handles this one.
tools*
·1 year agoI love your naivete in thinking that an actual eBay employee would have a "seller's 3 calls with CS reviewed and provide coaching where needed."
jonathanbrightlight
·1 year agoKyle and the other "Blues" on this board have actually commented on many threads that exactly that was being done. I don't really know why you're skeptical nor why you're insulting @wastingtime101 .
fern*wood
·1 year agoI know you were trying to insult wastingtime, but you have to know insults won't compute with a bot.
kensgiftshop
·1 year agoSorry, but that item was not shipped through EIS.
If it had been, Ebay would handle the return/refund.