Ebay Lost a Global Shipping Order Made Me Refund and Gave Me Defect for Never Arrived
It's to bad Ebay can't be a little bit more like a team player for sellers.
I shipped a graphing calculator to Canada, printed the label and sent it off.
The addresss was for Ebay hub in Miami. That's new to me but maybe the location changed.
A few days later I got the message received. Didn't think any more of it. Few days later the buyer contacted me. He seen the dekivered tracking delivered to Miami. So I called ebay. Took them a while because they didnt know why it went to miami, back on hold, then they gave me a tracking number provided by the forwarding company, to the Canadian address. This has been a delay, but the seller was okay, so again, I'm out of it.
No. After a few days, I didn't see any movement from the new tracking number. I contacted Ebay, they told me contact the forwarding company. First of all, once it arrived at ebays hub, it is the responsibility for getting this to the Int;l buyer, it is THEY who needs to contact the forwarding company themselves and communicate with the buyer. I fealt like messenger relaying messages for ebay. So I tried to contact the company, big hassle. I called ebay back. They said it was out of their hands it is now up to the forwarder. Okay I said, please talk to my buyer and explain this situation. They said they would and deal with the forwarding issue.
Okay. Finally after a week and a half or so, it is out of my hands. The buyer is getting impatient now but still okay Five days later tracking showed still in Miami and the buyer requested a refund. I don't blame him, but I am not the one who owes them. I called Ebay they insisted they didn't owe the refund Even though it was their responsibility once it rached Miami.
So I sent the refund. The package never did arrive, so I am out the $50 calculator that ebay lost. And then to top that off I got a defect for a shipment never arriving.
I appealed this and they stood by their decision.
I have several late shipping defects because of postal delays (U.S), totally out of my control. Some cases where the USPS was a day or to before it even left the city. Other times you could see the tracking was not showing any updates and it would be stalled for a few days and move on. Because these didnt get to the buyer in Ebays promised timeline, I got defects for late shipping and late delivery. I appealed these defects to ebay, and they stood by their decision.
Now I am below standard in Ebay jail, struggling to make sales to bring the defect percentage down and move back , but ebay is continuing to punish me.
Sometimes Ebay doesnt understand that we are a team here And when they do us wrong like this it makes you wodnder why we do business with them at all.
luckythewinner
·2 years agoSo I sent the refund.
And then to top that off I got a defect for a shipment never arriving.
Now I am below standard in Ebay jail
This does not make any sense to me.
The only two defects that put you Below Standard are "Cases closed without seller resolution" and "Seller initiated cancellations".
"Shipment not arriving" is not a defect that affects seller status and puts you Below Standard.
When you sent the refund, how exactly did you do that? Did you handle the dispute within the proper time frame, or did you let it get to the point where eBay stepped in?
What does your seller dashboard say is the reason you are Below Standard? There must be something else at play here.
farnorthsid
OP2 years agoLate shipping defects, otherwise I am a great seller. Thje USPS leaving Alaska has alot of faults and often things don't even gets scanned at the station for a day or two. Shipping out of Alaska has it's own consideratiins and ebay needs to take that into account before they promise buyers delivery dates.
laststopgeneralstore
·2 years agopost us a screenshot of the shipping label. Maybe that could help us out.
wastingtime101
·2 years agoDon't do that. The mods will remove it because we're not supposed to post buyers' personal info. We can easily figure it out without a screenshot of the label, if the Original Poster comes back.
buyselljack2016
·2 years agoseems that the OP has posted that they write a label, and then go to the PO to ship.
toomuchstuffagain35
·2 years agoIf the address in Miami is a Freight Forwarder and tracking shows it was delivered to the Miami address, appeal on the grounds that the buyer lost their MBG by using a freight forwarder.
If the address you were given was the Miami address and it shows delivered there, you've done your job and they need to reimburse you for what they wrongly refunded the buyer.
sapphire_studio
·2 years agoI liked EISD and I kept it for as long as I could until eBay made me change to EIS. There's no way for me to select EISD and there hasn't been for a while.
They actually automatically put everything on EIS for me around July 1st.
 
wastingtime101
·2 years agoIf you wanted to @sapphire_studio you could:
1. Opt out of eBay International Shipping and offer eBay International standard Delivery instead.
2. Offer both options, if your account has been switched over. My account's been switched over so buyers now have a choice between my direct shipping services or eIS.
sapphire_studio
·2 years agoSo I have been able to use eBay international standard delivery this whole time? I had that option on everything and they manually removed it and added Eis instead, so I just assumed (like that email said) that now my only choices were EIS or shipping directly myself.
My International sales have been really bad ever since I've been on EIS (because of the added price for the buyer). With EISD I always found it really easy to get a refund from ebay if the package was lost in transit. So it felt like a nice Middle Ground protection while saving some money for the buyer (promoting more sales). I just didn't think it was an actual option still. Crazy.
wastingtime101
·2 years agoYes. All you had to do was opt out of eIS when your account was opted in. Technically EISD is considered shipping directly since seller is responsible end-to-end, even though it's going through a hub.
sapphire_studio
·2 years agoThank you for your help! I just opted out of EIS and will add EISD when that is done processing. I know I am risking having to deal with returns but I have never had a single return with EIS and I know I have lost a significant number of sales.
You mentioned that you have EIS and the option for them to choose for you to ship to them directly. Do any of them actually choose EIS?
wastingtime101
·2 years agoToo early to tell. Account was switched a week ago to dual-offerings and I'm currently closed down until year end.
sapphire_studio
·2 years agoHere is a better photo of all the options I have available for international shipping so the top part isn't cut off:
Is there a different way to add EISD?
 
ittybitnot
·2 years agoJust posting to the discussion in general.
I looked and the EISD information is still visible in the help pages.
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-standard-delivery?id=5011&st=3&pos=3&query=eBay%20international%20standard%20delivery&intent=eBay%20international%20standard%20delivery&lucenceai=lucenceai&docId=HELP1570
There is also a handy link to file a claim for the $100 seller protection should the parcel become lost or damaged should it be an EISD sale as suspected.
@farnorthsid See if you are able to file the claim in the link provided ^^^^^^^.
sapphire_studio
·2 years agoI am not seeing any option for eBay international standard delivery. All I see when I bulk edit for international shipping are these options:
 
goracin-davismotorsports
·2 years agoand they are charging you 22% to sell now. they got us the same exact way. we were stuck in the 22% selling fees for 1 year. they got an extra $119k out of us. we got out of it dec 20. but they still charge us the 22% fee until Jan 1. even got an email a few days ago saying all limitations have been lifted. complete **bleep** email
stainlessenginecovers
·2 years agoShipping to Miami is a Freight Forwarder, one of many in the US that International Customers use.
It is NOT owned by Ebay.
If package didn't make it to them, per tracking, you are are the hook- no different than you shipping anything to anywhere in the US and not getting there.
As far as 'late shipping'; that is also on you. You have to be sure the package shows 'received' by the carrier within your handling time.
Best to either walk them into the carrier and have items scanned in, getting a receipt (you can then check tracking next day on eBay and it will show 'in hands of carrier') and/or extend your 'handling' time to 5 days.
sextons-sweet-deals
·2 years agoI think your correct!
I don't think (from what I have read) that the seller used eBay Global shipping program. Maybe they thought they did, but the buyer was just using a freight forwarder.
Now I have to assume the buyer is playing the game to get a freebie! Item shows delivered, but only to the freight forwarder. After the F.F. processes, the seller will never see the new tracking# and delivery time.
eBay customer / phone service is outsourced in another country. Last I heard was in South America. They have no clue.
retro_entertainment_collectibles
·2 years agoRight on. Unless one is enrolled in eIS and makes sure that they are ONLY enrolled in eIS International buyers can still use a freight forwarder
wastingtime101
·2 years agoWhy do you say "unless"? Even when a seller is enrolled in eIS with no other international shipping options offered, there is nothing that will prevent an international buyer from using a US freight forwarder. Offering eIS does not prevent the use of a FF.
farnorthsid
OP2 years agothis pacckage clearly shows delivery to the Miami address
dbfolks166mt
·2 years agoRight on. Unless one is enrolled in eIS and makes sure that they are ONLY enrolled in eIS International buyers can still use a freight forwarder
Sellers who are enrolled in EIS, and any other foreign shipping programs/processes, cannot stop buyers from using freight forwarders. The buyers shipping address is the FF located in the US and therefore EIS, nor any other foreign shipping option, would be open to the buyer. It is a domestic shipment from the seller to the FF. The FF handles the international leg and the shipping arrangements and costs are between the FF and the buyer.
tobaccocardyahoo
·2 years agoRefunding when you are not responsible for refunding usually is a mistake, and is not usually remedied by Ebay. It is sometimes punished with an increased defect count.
EIS often has periods of delay between when a second tracking number is created and there is any activity on that number. Could be a week or two. EIS is not fast, but it is cheap enough that many of us no longer have to deal with sob stories from international buyers.
dbfolks166mt
·2 years agoRefunding when you are not responsible for refunding usually is a mistake, and is not usually remedied by Ebay. It is sometimes punished with an increased defect count.
EIS often has periods of delay between when a second tracking number is created and there is any activity on that number. Could be a week or two. EIS is not fast, but it is cheap enough that many of us no longer have to deal with sob stories from international buyers.
This did not go through EIS but through a freight forwarder in Miami. Since the buyers shipping address would be in the US it would have never been eligible for EIS.
sextons-sweet-deals
·2 years agoI don't do eBay International or regular international shipping. I may entertain a freight forwarder based on buyer's profile.
It looks like you're in Alaska and your buyer is in Canada, but eBay had you ship the item all the way to Miami to be processed and then shipped on to Canada which never happened per post.
Just to confirm. You did use eBay's international guarantee shipping process? Seems like a mess if you did.
wastingtime101
·2 years agoThe Global Shipping Program (GSP) was discontinued about 6 months ago @farnorthsid .
The replacement program, eBay International Shipping (eIS), does not have a hub in Miami (unless it just opened within the past few weeks? but I haven't heard anything about it).
eIS has hubs in Glendale Heights, IL (just outside of Chicago) and Commerce, CA (just outside of LA). If the package went to one of those hubs with eIS the label would say:
eIS C/O Buyer Name for IL or eISLA C/O Buyer Name for CA.
I don't see a graphing calculator sold on the account you're posting with in the last 90 days so I can't check the shipping set up on the listing unless you provide an item number that's still viewable on eBay.
With all that in mind, I believe you may have shipped using eBay International Standard Delivery (eISD) which is not the same thing and does not offer the same seller protections. With eISD the seller is responsible for refunding the buyer when a package doesn't arrive, however the service does come with up to $100 included insurance. Info about filing a claim here:
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-standard-delivery?id=5011#section4
farnorthsid
OP2 years agoThat is the label that ebay gave me. I didnt make that address up. I had no reason to question a new,hub address I hadn't seen before.
wastingtime101
·2 years agoI don't think you're making anything up, just trying to figure out which shipping service you used.
To confirm @farnorthsid , the label was addressed to eIS C/O Buyer name?
monica-sells
·2 years agoCan you provide the sold item Number?
I ask because some of your sold items indicated "Free International Shipping"
dbfolks166mt
·2 years agoCan you provide the sold item Number?
I ask because some of your sold items indicated "Free International Shipping"
I am also unable to locate the item in the OP's sold items so no way to check this particular listing to see what may be up. I did check some of the other OP's listings both sold and current and it looks like they are using the EIS program for most of their international sales and there is no option for buyers to select an alternative.
ittybitnot
·2 years agoWith all that in mind, I believe you may have shipped using eBay International Standard Delivery (eISD)
@wastingtime101
I was under the impression that the EISD was discontinued as well, but I may be wrong.
With the Miami address provided to the OP @farnorthsid it sounds like it is perhaps a Freight Forwarder. The OP has stated that there is recorded delivery to the address supplied by eBay. So for EISD, would the buyer be responsible for an eBay claim for INR?
Payment Dispute action perhaps?
wastingtime101
·2 years agoIt was on the chopping block last summer @ittybitnot , but eBay pushed out the date again and again, and as of today it's still an option. Don't know if eBay plans to keep it in 2024, but as of now nothing has been announced about setting a new date to get rid of it.
My initial thought was also Miami = FF, however the seller said they got the 2nd leg tracking number from an eBay CS rep which eBay would not have visibility to if this was a FF. So either the OP provided some inaccurate info, or this was more likely an EISD shipment and if it was EISD then yes, seller is responsible for end-to-end delivery. More info on that in my first post above.
ittybitnot
·2 years agot and if it was EISD then yes, seller is responsible for end-to-end delivery.
@wastingtime101
Thanks for the info. Never heard of any EISD portal in Miami, but I am sure it is possible even though the buyer was reportedly in Canada. I thought they went through the old GSP portal in Erlanger? I do know that the procedures/protections were often confused by users of the various programs as well.
I don't see a "calculator" sale either for the OP, so no telling how old. The OP refunded anyway, either voluntarily or because a case was filed.
wastingtime101
·2 years agoEISD hubs all over the US @ittybitnot . If they keep EISD around, the confusion will continue, especially as many sellers call both EISD and EIS "global shipping" just like the OP did. eBay didn't do us any favors by using similar names for the services.
The impression I got from the OP is eBay forced the refund through an INR claim, which is another reason to think it was EISD. if package was delivered to hub, but not to buyer, then seller is supposed to refund and file an insurance claim.
kensgiftshop
·2 years agoDid the buyer open an item not received case or just ask you for a refund?
farnorthsid
OP2 years agoItem not received.