Search shows extremely high shipping cost
I'm a seller in Canada and I've noticed that my sales to the USA have dropped off significantly. When searching on ebay.com (or ebay.ca), the shipping fees show significantly higher in the search results than on the listing itself, whenever any US zip code is used, and I believe this may be a significant contributing factor to the lack of sales.
This is affecting all my listings. I have already spent 4 hours with eBay support attempting to resolve this issue to no avail, plus my own troubleshooting: changing shippers, shipping policy, creating new listings, etc. Probably 6 hours in total trying to resolve this; now I've lost all confidence in eBay support and feel like they are giving me the runaround.
One example:
Search result:
Actual shipping options on the listing page for the same item:
Does anybody have any clue what's going on here? I figure it should show the lowest (or at least one of the actual shipping options on the listing page) on the search page.
Have used a VPN and had a friend check from the USA as well, and they confirmed the same problem with the search results.
timelesstechtrove
OP2 years agoOddly enough, it seems to be totally at random what the search decides to show:
https://p223.p4.n0.cdn.zight.com/items/qGub1Zk0/562f4181-cc8e-4515-9689-6f8674031a3b.mp4
dbfolks166mt
·2 years agoOddly enough, it seems to be totally at random what the search decides to show:
https://p223.p4.n0.cdn.zight.com/items/qGub1Zk0/562f4181-cc8e-4515-9689-6f8674031a3b.mp4
You don't have to be in Canada to have this issue. It is a check, and often a correction, I have to make with every listing I post.
timelesstechtrove
OP2 years agoStill a bit odd for the heavier items; looks like the search page always defaults to the first option in the list (whether correct or not) rather than the least expensive option:
Perhaps this is by design? Not sure how this would benefit sellers.
Edit. If I add UPS back in for this one item, it really is the cheapest option, so if this is by design, I would want it to show first, and correctly in the search results. This issue with UPS needs to be resolved ASAP @kyle@ebay
cambriachick
·2 years agoI would opt out of EIS if I was in your shoes and see if that corrects the problem. Wastingtime has a really good point too.
Good luck.
dbfolks166mt
·2 years agoI would opt out of EIS if I was in your shoes and see if that corrects the problem. Wastingtime has a really good point too.
OP is in Canada EIS is not an option for them. I believe we have found the problem see my post up thread.
wastingtime101
·2 years agoHi @timelesstechtrove @kyle@ebay . We saw something similar with US sellers at the time of eBay International Shipping launch. Search and the listing showed drastically different rates. We puzzled out at the time and figured out all of the listings affected were ones where the seller did not enter weight/dimensions on the listing form. eBay fixed whatever caused that issue to show matching rates between search and the listing. Bringing it up in case it's something similar happening here - do you have weight/dim in your listing?
kyle@ebay
Hey @wastingtime101 thanks for that insight! That could definitely be part of the solution this time around too.
dbfolks166mt
·2 years agoIt's one of the reasons I had asked the OP up thread what this section of their listing looked like. So far they have not responded which is not uncommon after an initial post these days. We get an initial post and then dead silence out of the OP.
a_c_green
·2 years agoThe OP actually raised this same question last month as well (here), and did respond to the thread later, although no one floated the current theory about missing dimensions and/or weight.
@timelesstechtrove : Please click the blue Reply button below and let us know what your original listing had for dimensions and weight.
timelesstechtrove
OP2 years agoI have definitely not abandoned this thread. You may have noticed I posted this around 2AM as I couldn't sleep because this issue is bothering me greatly. I also work full time and am now following up on my lunch time. I just received $200 worth of boxes so I'm highly motivated to get this resolved ASAP. I didn't realize you had wished for a screenshot. Here is one for the item I mentioned in the original post:
dbfolks166mt
·2 years agoI have definitely not abandoned this thread. You may have noticed I posted this around 2AM as I couldn't sleep because this issue is bothering me greatly. I also work full time and am now following up on my lunch time. I just received $200 worth of boxes so I'm highly motivated to get this resolved ASAP. I didn't realize you had wished for a screenshot. Here is one for the item I mentioned in the original post:
Glad to know you are checking back in many don't. Out of curiosity your primary service appears to be UPS standard, try changing that to UPS Ground and delete the other shipping options on this listing and lets see what happens.
timelesstechtrove
OP2 years agoYes, I'll be checking back frequently as I cannot deal directly with ebay "support" they have given me the runaround and just completely disconnected from me a few moments ago. Unfortunately UPS ground is not an option, but I have just deleted all but "Canada Post Expedited Parcel - USA" and we'll see what happens.
dbfolks166mt
·2 years agoYes, I'll be checking back frequently as I cannot deal directly with ebay "support" they have given me the runaround and just completely disconnected from me a few moments ago. Unfortunately UPS ground is not an option, but I have just deleted all but "Canada Post Expedited Parcel - USA" and we'll see what happens.
That appears to have corrected it. I am guessing eBay was adding up the individual shipping options and using that for the shipping cost. Still a bit high but I know shipping out of Canada is not cheap.
dbfolks166mt
·2 years agoYou must have done a global change all your shipping costs look better.
timelesstechtrove
OP2 years agoYes, every listing has the package weight and dimensions. I'm using calculated shipping, so I believe that is a requirement.
a_c_green
·2 years ago@timelesstechtrove : Just to be certain: have you tried going into the problem listing to edit it (clicking on the "Sell Similar" option can do that) and scrolling down to the bottom to see what the declared weight and dimensions are in this particular case? What values did you plug in for that item?
timelesstechtrove
OP2 years agoThe "problem listing" is all my listings. See screenshot below for the one mentioned in my original post:
brightlightbookseller
·2 years agoVery odd, I see the same thing you do, a high shipping cost that doesn't match any of the options for shipping in the listing. I think this is an appropriate time to bring in the blues.
@kyle@ebay
@devon@ebay
@elizabeth@ebay
Any of you aware of a ticket or ongoing issue like this?
kyle@ebay
Hey @brightlightbookseller thanks for the tag. I'm not seeing any known issues that would explain what you're seeing. We've gone ahead and passed this along to be reviewed.
timelesstechtrove
OP2 years agoHi Kyle,
Please reference ticket: 1-476557026132 open since April 12th.
toysaver
·2 years agoEven worse... It's $90.53 for me in WI.
Unavailable member
·2 years agoVery strange. I checked a few other sellers from Canada, and none of them are having this issue.
@sakic92710 ever encountered this problem?
sakic92710
·2 years agoI never have noticed this difficulty. Must be a glitch that only impacts a few? Hope the seller gets it straighten out!
dbfolks166mt
·2 years agoI have never seen this problem before. It is also strange that the shipping cost is correct when you open up the listing. I can't help but wonder which cost would be factored in upon purchase of the item. When you talked with eBay did they open an actual ticket and did they provide you with a number? Obviously this is going to discourage a lot of potential US buyers from purchasing your items.
The high shipping charges seem to be consistent across a number of your listings and appear to go up or down slightly depending on the weight or dims. Maybe one of the board moderators can forward this issue up to tech support.
timelesstechtrove
OP2 years agoHi,
Yes, I have a ticket number from eBay: 1-476557026132.