Deceptive eBay International Shipping Vs. Ebay Standard International Shipping.
It's been 20 years of eBay for me. Except small issues and a few fights with customers, I didn't have huge issues. But my last experience with a $500 item shipped to France left me an extremely bitter taste. Interesting, NO ONE at ebay hurries to take responsability. They run around the tail, invoking "eBay Standard International Shipping" rules.
So here it is.
Shipped an item to eBay's hub, CONVINCED it was with eBay International Shipping - the default shipping service I opted for and which should be the default one (not eBay Standard International Shipping) because I didn't add any extra International shipping services in listing. eBay says (just above "add other shipping services" the following:
"Buyers can choose eBay International Shipping or any service you add. With other services, you'll manage the export process yourself, including customs and returns."
While the little blue button of "adding" other shipping services was on, no "other shipping services" were visibly added.
However, the customer chose "eBay Standard International Shipping" and that's how I shipped the item.
The item left the PO June 5th, arrived at CAROL STREAM, IL June 7th and was stuck there until June 28th. Three weeks.
The customer contacted me several times and I gave as much explanation as I could. In my delusion, I was still thinking this is handled "eBay International Shipping".
I called eBay June 24th to inquire, I received an answer:
"We have checked the tracking and it has no update since 7th June, so the item is apparently lost in transit."
I advised the customer to open a case.
July 2nd, the item began to move again only to "arrive at facility" July 11th and then to get stuck in customs (where it still is) because it is missing customs papers and the customer cannot pick up.
eBay closed the case in favor of the customer (which is right) and charged me the whole value of the item, including shipping costs, eBay fees etc. Got backcharged $477. My initial "profit" was $215.
Now I am out of item, out of money, and it seems that the best I can get back is the $100 the item was insured for thru "eBay Standard International Shipping".
I am not getting back any fees because eBay closed the case (even if the item is still stuck in customs because of eBay), most probably I am not getting back the item, not any other money.
Any advices (beside NOT EVER SHIP Standard international)?
Thank you, sorry for the long rant.
stainlessenginecovers
·2 years agoConfusing opening post-
Do you ship ANY OTHER way besides EIS?
If NOT, how did ESIS get involved in this?
Who are you talking to (hopefully not just 'CS').
From what I understand, France is AUTO EXCLUDED (Like Russia, Ukraine etc. as well as Germany and some other EU countries due to various 'licenses' etc required) if items are being 'handled' by EIS?
I know all my items are 'excluded' from France/Germany and ALL my items are EIS only and have NOT sold to any country except USA for past 3+ years prior to 'joining' EIS
classyboutiquestore
OP2 years agoSorry, I was trying to be as clear as I can. I didn't have any other issues with International shipping, because I always shipped EIS.
i have no idea how this particular item (a large, framed engraving) slipped thru.
It shows that the customer chose ESIS, but - again - I am opted in with EIS and I didn't offer ESIS.
i am trying to find a way to fight this. Ebay screwed this up from the start and I'm the one paying for the screw-up. CS gives me the same answers - $100 insurance and no fees refunded because eBay closed the case.
classyboutiquestore
OP2 years agoI cannot get thru to anyone else but CS.
CS also contacted the wrong eBay branch (first the French one, then the EIS one).
pjcdn2005
·2 years ago@stainlessenginecovers
France and Germany are not automatically excluded through EIS but you are correct that none of your items ship there. However, some similar items that you do sell do ship to those countries and I think that you might actually have them blocked, not the EIS.
Those two countries (and the UK) are on your list of excluded countries and the EIS usually has a minimal list of countries actually on the exclusions list.The EIS does not put countries that they do not ship to on the excluded list because they do give sellers the option of adding their own shipping methods. If the ESE doesn't ship to a location, it usually will say that this item 'may not to ship to xxxx' and then it is in the seller's hands. But they won't show up on the excluded list. But because those countries are on list it states that the item 'does not ship to xxxx'
If you prefer not to ship to those countries there is nothing wrong with that. But I just wanted to mention that the reason none of your listings ship there is not because of the EIS but is likely because they are still on a list of excluded countries that you've done at one point in the past.
With that being said, it's very possible that in the future the EIS will block those countries depending on how they handle the new EU laws that are coming up in a few months.
stephenmorgan
·2 years agoI had a package that appeared to be lost. I too, thought this would be handled by eBay but not exactly but sort of. eBay found in my Favor but because the item showed delivered three times I filed a claim and was reimbursed most of my cost. I refunded the buyer their full cost. You can read my experience here.
https://community.ebay.com/t5/Shipping/eBay-International-Delivery/td-p/34441267
I would not have used this service if the value of the item had been over $100. I would have used Pirate Ship where I could purchase International Insurance for $1.35 per hundred.
classyboutiquestore
OP2 years agoThanks. Mine it's just "Held in Customs", "Running behind"
Also, you chose the smart "ebay International delivery", not the "poor man's" Standard"
asset_liquidators
·2 years agoI figured it was only a matter of time before eBay started "passing the buck" when they screw up an International Shipment. That is why I was hesitant to sign up for it, finally did, had two sales which each resulted in a cancellation request right after the sale and I promptly disabled using EIS/ESIS, whichever it is called. Seems no matter what they say, they will do something else and the seller will end up getting the blame for all of it.
It is insulting. Lose your product, lose your money, lose your fees, and then getted slapped in the face with a "case closed without seller resolution" for good measure.
kensgiftshop
·2 years agoIt wasn't Ebay that messed up.
Ebay Standard International Shipping was used, not Ebay International.
If it had Ebay International, the seller would be covered.
kensgiftshop
·2 years agoIf it's stuck in customs because no paperwork, they might return the item to you, sometime.
Don't know if insurance would pay anything, since it's not lost.
classyboutiquestore
OP2 years agoAmazing, I'm in limbo as the package is.
I am trying to explain the issue to eBay's Customer service and somehow it's my fault that I didn't refund the customer and eBay had to close the case.
kensgiftshop
·2 years agoNo, you were responsible for custom forms.
If you had used Ebay International Shipping, then it would be up to Ebay.
classyboutiquestore
OP2 years agoIf we're talking about the form that's included when shipping ESIS, that was completed. I cannot ship unless I complete that.
However:
the French part of eBay wrote that the customs forms were never included.
"Nous constatons que vous n'avez pas fourni les documents d'importation nécessaires dans le cadre de la livraison. Par conséquent l'acheteur n'a pas reçu l'objet."
kensgiftshop
·2 years agoIt's possible the little pouch got tore off and the form was lost before it reached customs.
classyboutiquestore
OP2 years agoCS claim they DO NOT touch custom forms thru ESIS, that it is only a procedure from seller to customs.
I don't see the reason then to have it go thru an eBay (or shipping hub) where it was delayed 3 weeks.
It also seems that the customs procedures were changed starting July 1st for France. I wonder if that also might be an issue (custom forms completed correctly for before July 1st, but not enough for after July 1st? Beats me.
pjcdn2005
·2 years agoThat only option for shipping that Galeasse is eBay International Standard for $128. It looks as if this listing does use the EIS to some other countries but that eBay won't ship it to France for whatever reason. If there were no other options for shipping internationally the buyer wouldn't have been able to pay but because EISD was an option, they were able to pay. Perhaps it is an older listing or you used a shipping policy that you don't normally use?
It is odd that they are not telling the buyer what custom information that they do need. It have have something to do with being 'antique' or that it if from a French artist. I'm totally guessing here.