EIS Package INR
This is a bit of an odd situation.
I sent a package via EIS in September and according to parcelsapp tracking (with the ESUS tracking info) it was delivered to the UK on September 14.
I received a message from the buyer today saying his package has "not arrived yet" and to "please check tracking".
How does this work for EIS? I know I'm responsible for getting it to the shipping center, and I did, and it went to wherever he directed it to be shipped in the UK. So I know I should win an INR, furthermore, this package was delivered almost 2 months ago.
Anything I need to know in case I have a case opened?
C.
23 comments
stainlessenginecovers
·2 years agoEIS covers ALL returns and PAYS REFUNDS out of their pocket.
When it's happened to me I do 2 things:
1.) tell customer to contact EIS and explain that EIS covers ALL Returns and "I" don't handle ANY returns for international sales
2.) Nothing else
When a 'buyer' opens an INR, it NEVER makes it to me.
If it did; I would ONLY give the Tracking Number info from me to the US Hub
I DID have a buyer leave 'neg feedback' a couple months later and I simply went to Ebay on FB and they removed it within the hour.
marnotom!
·2 years ago@stainlessenginecovers, how do buyers contact eIS?
Not trying to troll you. I’m just genuinely curious as there’s nothing in the buyer T&C that suggests that eIS is contactable.
stainlessenginecovers
·2 years agoNot a problem and the answer is 2 fold
a.) I have no idea
b.) someone I sold to did figure it out and did a return for an item that they REFUSED to pick up (due to additional 'customs/tax' cost). When the INR was opened, I simply added the tracking. The 'return' stayed open and buyer sent it; took an additional 3 weeks for EIS to get the item and then refund. Buyer then left nasty Neg for me. I contacted Ebay on FB and got it removed (as buyers are not allowed to 'neg' EIS over 'additional shipping time' or 'additional costs'; which were both mentioned in the FB.
marnotom!
·2 years agoLet’s not forget that if the item arrived two months ago, it’s likely not going to be eligible for coverage under the UK version of the MBG and the buyer would not prevail in a claim/case for that reason.
wastingtime101
·2 years agoI looked at a few of your listings sold in September and they offered a generic economy international shipping - not eIS.
eIS has tracking that begins with EEUS.
So more than likely you shipped this with eISD (eBay International Standard Delivery) which has ESUS tracking.
While both services go to a hub in the US, they are very different in terms of seller responsibility. With EISD the seller is responsible end-to-end, however there is insurance included up to $100.
You have tracking confirming delivery @sin-n-dex so if the buyer does file a claim you'll have to upload the tracking and handle the claim as you would with any direct shipment. You'll be covered, but you cannot sit back and do nothing as you could with eIS.
sin-n-dex
OP2 years agoGeneric economy ones I'm shipping myself with Canada Post and USPS.
I went and checked the tracking on that GB package, it is actually tracked with EEUS. I had no choice for shipping, they only charged me for domestic shipping and told me to ship to the hub. There is no international shipping being offered on my packaged tokens (which this was, a token in a velvet case), so that's where the EIS comes in. eBay added it, and that's how it shipped. Previous to the EIS existance, there was no international shipping offered with this item.
All coins, tokens, banknotes, stamps, etc, have "economy shipping" so I can ship whatever way is possible. To check the listings with EIS, look for something that's in some kind of clamshell case, or a coin set, proof set, or something like that. Those would be the listings where EIS was added by eBay (which will depend on which category it's listed in, some categories are ineligible).
C.
wastingtime101
·2 years agoOK, then your OP was just a typo. In that case you're good to go. If the buyer files an INR you won't have to do anything. Chances are buyer won't get a refund from eBay unless for some reason eBay decides to issue a courtesy refund.
sin-n-dex
OP2 years agoSo basically I might never see anything other than a message from the buyer?
Yeah, I get ESUS tracking with eBay standard envelope (I think that's what it is), so I got a little confused (and dyslexic) reading the tracking on the UK package.
C.
riricc3
·2 years agobuyer from France did that to me , i didnt have to do anything ,because im in the ebay international shipping program they took care of it. he did get a refund ,but ebay paid for it.
stephenmorgan
·2 years agoSame happened to me with that program. Same should happen with the new program.
duncanvr
·2 years agoI would contact the EIS program at ebay and tell them buyers claiming not received, ask them to look into it. Tell the buyer its shows delivered. However I heard stories of stuff showing delivered but was never delivered. I rather send my own international tracked ebay packages as I seem to have more success doing it myself. If case is opened just upload tracking to it but still ask ebay to confirm it was actually delivered to the buyer. You should win an INR case though.
1786davycrockett
·2 years ago@duncanvr
@sin-n-dex
"You should win an INR case though."
Since the seller used the EIS system to ship overseas, and the seller additionally has a confirmed delivery at the eBay shipping hub, the buyer could only open up an INR case against eBay, and not the seller.
If the buyer actually does attempt to file an INR case against eBay, it is possible that the seller may never even be aware of it.
On the other hand, the buyer may have already attempted to open an INR case against eBay and failed; so now the buyer might be attempting an end-run around eBay, in order to gain a refund from the seller.
My advice? Do nothing -- let the EIS program do the work for which it was designed, and tell the buyer to contact EIS, using the instructions provided by EIS to the buyer.
duncanvr
·2 years agoYep do nothing sounds about right EIS should take care of it. The only thing else buyer might try is a charge back.
sin-n-dex
OP2 years agoI replied to the buyer last night. It's now mid afternoon in the UK and there has not been any response.
This might be the end of what I'm going to hear about this.
C.
pjcdn2005
·2 years agoI realize that you might have just made a typo or that I'm just confused but does the tracking number really start with ESUS? If I remember correctly EIS parcels start with EES and ebay international standard parcels start with ESUS. Perhaps someone else who uses EIS can confirm or deny that?
wastingtime101
·2 years agoEIS = tracking EEUS
EISD = tracking ESUS
marnotom!
·2 years agoMy lone eIS-forwarded purchase has a universal tracking number starting with EEUS. For what it's worth, Parcelsapp also provides the tracking number for the last-mile carrier (in this case, Canada Post) as well as a URL for Broad Reach logistics for the last mile tracking.
sin-n-dex
OP2 years agoMine is EEUS as well, I just typed it wrong.
C.
dbfolks166mt
·2 years agoI would cordially respond to the buyer, while many foreign buyers may be aware of the EIS program most are probably not familiar with the specific details when it comes to problems. Let the buyer know that once you have sent the package to the US based EIS hub eBay becomes responsible for the international leg of the shipment. If they wish they can open an INR which eBay will respond to but if the tracking is showing delivered they may also want to check with their local postal service regarding the delivery.
If the buyer opens an INR under the seller protections of EIS you should be protected. While eBay may notify you of the case it will be more informatory and should not require any action on you part.
sin-n-dex
OP2 years agoThe corresponding ESUS shows it was delivered in the United Kingdom on Sept 14. So while we know it made it to the hub, it also appears to have made it to the UK. Not sure why the buyer wouldn't have received it.
I have already replied to the buyer to explain it went to the eBay processing hub first and then was forwarded to the address he provided in the United Kingdom. And I provided the link from parcelsapp with his ESUS tracking to show it was actually delivered.
I was pretty sure if he filed an INR because it's delivered (to the hub I presume), that's all for me, but not having dealt with an EIS INR before I wasn't sure what the process was. If eBay delivered it to where he directed the package to be sent, I don't see why eBay would refund any of his money for non-delivery, even if it is an EIS shipment.
Anyway, just making sure I'm not missing anything. It's my first time having any sort of issue with an EIS shipment, so I wasn't sure how that would work.
C.
marnotom!
·2 years agoThe UK is about the size of Oregon. If the Parcelsapp tracking doesn't specify where in the UK the item was delivered, it could be just about anywhere. Does Parcelsapp identify the carrier that delivered the item? Can you check that carrier's website?
sin-n-dex
OP2 years agoIt doesn't really matter where in the UK it was delivered, I don't have the buyer's address. I sent the package to the eBay hub as instructed, eBay took care of sending it to the UK.
I just went and tracked it to see if it actually made it to the UK and it appears it was supposed to have been delivered 2 months ago.
I will point out the buyer hasn't responded since I informed him his package was already delivered.
C.
marnotom!
·2 years agoIt may not matter to you where the item ended up, but it may be worth a little bit of investigation in case you get a similar situation with another UK buyer in the future. The reason why I asked if you were able to find out who the last mile carrier was was because Royal Mail (and probably Parcelforce) will sometimes leave packages with the recipient's neighbour if they're unable to deliver the item to the recipient personally. This delivery information is indicated on the tracking information, but it may not have been transmitted to Parcelsapp.
Also, if you lurk on the Canadian boards, you've probably seen that during the GSP days there were quite a few posts from Canadian buyers suggesting misleading and possibly gerryrigged tracking information on their GSP-forwarded items that stated that their item had been delivered when it had not.
I agree to a point that an INR claim for an eIS forwarded item is not your circus, not your monkey, but trying to spend a bit of time with a customer with an issue like this could make the difference between a return customer and one who abandons eBay entirely out of frustration.
When my wife and I sold on eBay back in its Bronze Age (early 00s), we found there was quite a difference in how different nationalities used email. Perhaps things have changed now, but back then we found that European and British buyers weren't nearly as wed to their computers as we North Americans. Perhaps this buyer takes Sundays off.
Having said all that, I have to admit that the vibe I'm getting from this customer is that either the item was delivered to a neighbour or else you were contacted in error about a similar item they purchased more recently.