WARNING: EIS Sellers Have ZERO Protection — 11 Years, 12K Sales, Perfect Record Destroyed by eBay
Summary: The discussion involves turtlecreambeans expressing frustration over the lack of seller protection in eBay's EIS (eBay International Shipping) policy after an incident where negative feedback affected their previously perfect sales record. turtlecreambeans claims that eBay confirmed their shipment went through EIS, but other participants, including lacemaker3 and kensgiftshop, clarify that the shipment instead went through eISD (eBay International Standard Delivery), which lacks the same protections. Confusion between EIS and eISD is highlighted, as eISD does not offer full seller protection against feedback. Participants point out that the feedback issue might arise from a buyer mistake or item tampering during customs, not solely from the shipping method used. The conversation reflects dissatisfaction with eBay's customer service and shipping policies, underscoring the complexity and potential issues sellers face with international sales.
Fellow sellers, I need to warn you about
a serious gap in eBay's seller protection
that nobody is talking about.
I am an 11 year seller with 12,000+ sales
and had a perfect feedback record until
eBay's own International Shipping (EIS)
hub sent my buyer the WRONG item.
Here's what happened:
- I shipped the correct item to the EIS hub
- EIS sent the buyer a completely different item
- Buyer left negative feedback: "got wrong item"
- Buyer's account was subsequently suspended (I cant contact them, "account not found" )
Here's what eBay did:
- Refused to remove the feedback 6 times
- Sent copy/paste responses ignoring EIS policy
- CEO office told me to "use the negative
feedback as advertising for my aftercare"
- Suggested I contact the buyer for revision
— impossible as account is suspended
- Final response: "we cannot determine
what happened" — despite it going through
THEIR OWN SHIPPING HUB with full records
eBay's own Seller Protection policy states:
"When we determine that an eBay program or
service is the cause of an issue, we want
to ensure a seller is not negatively impacted."
They chose not to apply their own policy.
SELLER BEWARE:
If you use EIS and their hub makes an error:
❌ You WILL receive negative feedback
❌ eBay WILL ignore their own EIS policy
❌ You WILL get copy/paste responses
❌ Even the CEO office WILL dismiss you
❌ Your perfect record means nothing
I have filed a BBB complaint and will be
pursuing every available avenue to warn
fellow sellers about this protection gap.
Has anyone else experienced this with EIS?
Would love to hear if others have found
a resolution path that actually works.
— Dominique
11 years | 12,000+ sales | 99.8%
turtlecreambeans
OP4 months agoHow do you delete this thing. Guess it was eISD not EIS, ebay staff know nothing apparently and told me hogwash info as usual. oh well... at the end of the day nobody cares. have a great day everyone.
lacemaker3
·4 months agoI checked on some of your other active listings, and I found that a lot of them do not have eIS shipping available.
The only ones that do have eIS are some of the clothing and shoe listings.
I checked a bunch of your camera listings, and none of them had eIS shipping available, just USPS shipping options.
tobaccocardyahoo
·4 months agoYour experience is not consistent with mine.
Had a FB removed this past week.
Never had to pay for a screwed up EIS sale. Most of the screw ups were my fault.
I have no complaints about EIS.
stephenmorgan
·4 months agoWere you allowed to keep the money from the sale or did you have to refund?
Look at your Order Details it is will show if your item was shipped by EIS.
It will have a ship to address similar to this one.
stainlessenginecovers
·4 months agoLots of talk and proof this was NOT an EIS order, yet the OP refuses to acknowledge?
I've had Negs removed by EIS buyers, so it DOES work as designed.
marnotom!
·4 months agoAll the threads I’ve seen where the OP claims that eIS did not “protect” them or it did not live up to its promises turn out to be about situations where eIS was not employed.
yeswayrecords
·4 months agoThe suspension on the buyer's account is certainly suspect.
As far as the feedback hit, you likely won't see any lost sales due to this.
We have seen buyers say they don't trust sellers with 100% positive feedback because they think it is too hard to achieve!
It is a good idea to leave a kind and reasonable response to the negative feedback, stating clearly what happened.
turtlecreambeans
OP4 months agoyea i guess so. oh well. Says the account with 16k points and 0 negs. You must know someone who can help you.
12345jamesstamps
·4 months agoIf EIS is not working for you...opt-out.
I opt-out and use the USPS for shipments that need tracking.
And feedback...we will sometimes get feedbacks as such...they getsburied upon new sales.
Just ignore the feedback and move on and keep selling.
turtlecreambeans
OP4 months agoyes i guess im just screwed , got scammed by buyer and got bad fedback, buyer never tried to return item or send any messages or reply. oh well.. who cares anymore.
kensgiftshop
·4 months agoSorry, but it didn't ship EIS.
The two International options were:
USPS First Class Package International
USPS Priority Mail International
lacemaker3
·4 months ago@turtlecreambeans
I'm sorry, but that listing does not have eIS shipping available on it (see below).
I checked with addresses in Canada, the UK and Sweden. None of those countries had eIS (eBay International Shipping) available, only USPS International options.
You can't add eIS shipping after the fact, but eBay has another international shipping option, eBay International Standard Delivery. eISD would have been available for you to choose, because you meet the criteria for it.
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-standard-delivery?id=5011
eISD is not the same as eIS, and does not have the same seller protections. eISD does not open or repackage items, they just confirm the size and weight, and forward them to the buyer's shipping address. They don't take full responsibility for the transaction once it arrives safely at the shipping hub, so sellers are responsible if the item is not as described, or if it arrives damaged, and are not protected against negatives.
https://www.ebay.com/itm/327048490642
turtlecreambeans
OP4 months agoebay confirmed with me on the phone the item went thru EIS
lacemaker3
·4 months agoThe CS agents on the phone get a lot of things wrong, and eBay does not let them override eBay policy.
Your listing did/does not have eIS shipping available on it, and you can't add eIS shipping after the buyer has paid. There is no way to do that, because the buyer has to pay for the international part of the shipping (and possibly the duty and tariffs) up front at checkout.
You can add eISD shipping after the buyer pays, because with eISD the seller pays for all the shipping and the buyer pays for any duty/tariffs before delivery. But eISD does not include the extra seller protections that come with eIS. (It's a shame they have such similar names, it is easy to confuse them.)
I'm sorry, but you are mistaken about how you shipped it. You could not have shipped that camera by eIS, it was not available, and the buyer could not have paid for it. So eBay did not assume responsibility for the package, and you they won't remove negative feedback as a result.
Since you are sure that you did not ship the wrong camera by mistake, it must have been the buyer who switched it, or made a mistake and left feedback for the wrong seller (maybe they purchased more than one camera, and mixed your package up with someone else's).
turtlecreambeans
OP4 months agoyup guess soo. OH WELL
marnotom!
·4 months agoThere is a lot of confusion between eIS and eISD (eBay International Standard Delivery) because of their similar acronyms and because eISD items sometimes get sent to Glendale Heights like eIS items do.
If the eBay tracking for the item indicates that it went to a "consolidation center" rather than a "hub," then it went by eISD rather than eIS.
turtlecreambeans
OP4 months agoguess it went to eISD then, still they messed up my package order .
marnotom!
·4 months agoOkay, so you've taken on board that your item went through the eISD system, which means it went through the mail system. That's good. There's still no evidence that eISD messed up the order, though. That picture the buyer left in their feedback could have been of a camera they already had. Or it could be that the package was tampered with in Mexican(?) customs. Items that go through the mail usually don't get much of an inspection until they reach the destination country.
turtlecreambeans
OP4 months agocorrect, it was eISD and who knows how wrong item got to buyer or if buyer is being truthful. We shall never know. I just got to take the punches to the face, i still got a couple teeth left! ha! cheers m8!
marnotom!
·4 months agoAlso, I find a couple of the neutral feedback comments you received more concerning than the negative one. You didn’t have a perfect feedback record before this comment was left, even if the percentage suggests otherwise.
turtlecreambeans
OP4 months agoI as a buyer dont care about seller neutrals.
marnotom!
·4 months agoBut you don't buy from yourself.
As a buyer, I check the actual feedback comments and the seller's response to them. A couple of those neutrals have comments that make me feel uncomfortable about buying from you, even with eBay and eIS's protections.
turtlecreambeans
OP4 months agovery strange , I dont see why. but YOU do YOU.
marnotom!
·4 months agoIt's what the feedback says that's important. I find that many neutral feedback comments are just politely or more tactfully written negatives.
turtlecreambeans
OP4 months agoYup guess nobody is perfect. people can leave feedback for whatever they wish. name of the game everyone says. GUESS SO! oh well....
stephenmorgan
·4 months agoeISD does have insurance. Have you tried making a insurance claim? If the insurance claim is paid you can reimburse your buyer and ask them to revise their Feedback.
marnotom!
·4 months agoFor what it’s worth, I’m in Canada and I don’t see eIS as a shipping option on the listing page. Are you sure this item was handled by eIS and not a freight forwarder? Sometimes eBay’s AI will remove eIS as a shipping option for problematic items.
Also, there’s no iron-clad proof that the camera was switched. Anybody can claim that and post a picture of an item they have already, no?
turtlecreambeans
OP4 months agoYup its eISD , looks like a goof, and ebay just agreed that it was eis and never told me otherwise...oh well. another day! have a great day yall!
ryry-jj
·4 months agoMake the best out of your reply. Personally, how sellers replies to feedback weighs the most to me. The good things take care of themselves, how do we handle the tough situations is what is important.
In general, stuff happens, nothing is perfect, be ready for the imperfections. Just my opinion from your post & read, you are complaining about an issue, doesn't matter the issue, but if I'm a buyer, I now expect you to complain and transfer blame to others if anything goes wrong. I want my sellers to make the best buying experience they can for me... not saying you dont, but it reads in this case as though you dont. Responding in a positive light to the negative has huge advantages.
turtlecreambeans
OP4 months agoTransferring blame??? it WAS EIS that delivered the wrong item, not me. So how in the world am I transferring blame? makes no sense. The blame is 100% ebay fault yet the seller pays the price.....that is NOT how its suppose to work.
turtlecreambeans
OP4 months agoYes I will do this. great thinking!
bonanza125
·4 months agoAre you sure the EIS hub sent a completely different item or did the buyer just file a claim as a scammer who is trying to rip the system off? You made a comment that the buyers account was suspended. Just a thought I would bring up to you maybe they were suspended cause they abused the system multiple times and were reported for it. So Ebay made the decision to remove them. As far as your negative feedback is concerned I know it's upsetting to get a negative feedback. I completely understand however just reply to the feedback and move on. When replying give a polite response where buyers will understand the situation and will determine on that to purchase. Most likely based on your record buyers are going to make purchases anyway. Don't worry too much about it.
turtlecreambeans
OP4 months agoDont worry about it? I do worry about ebay not protecting their sellers and ignoring EIS policy, I do worry about getting useless undeserved feedback and ebay does not care 2 cents about the sellers. I do care. Its not right after I did everything by the book yet ebay spits in my face in return.
marnotom!
·4 months agoDid you get to keep your monies from the sale? If so, that was the protection you received.
turtlecreambeans
OP4 months agoThe money is not worth the bad feedback for me, PLUS the buyer now has the wrong item and views ebay as garbage. Nobody wins.
bonanza125
·4 months agoThe feedback has to do with description. The buyer claimed they didn't receive the correct item. So that feedback isn't violating the feedback policy. You appealed which you had the right to do. Ebay decided to not remove the feedback. It's part of business. Not every transaction will go smoothly.
When you say " I do worry about getting useless undeserved feedback and ebay does not care 2 cents about the sellers."
Ebay treats sellers all the same when it comes to feedback removal. This is nothing new that Ebay doesn't care.
turtlecreambeans
OP4 months agoThis is a clear EIS error , buyer feedback says got wrong item. Which was delivered by ebay, so why is the seller at fault. Per Policy it should be removed as it was a EIS error and all EIS error sellers are suppose to be protected per policy. This is my concern.
bonanza125
·4 months ago"This is a clear EIS error , buyer feedback says got wrong item."
Ebay sides with the buyer on not as described feedbacks. That's just the way it has been.
"Per Policy it should be removed as it was a EIS error and all EIS error sellers are suppose to be protected per policy."
Well you appealed and Ebay is claiming otherwise in regards to feedback removal. You need to continue to contact Ebay to have the feedback removed if that's what you want to spend your time doing. Personally I would just give a polite response and move on after an appeal. There is nothing we as a community can do to get your feedback removed. We already know what to do when receiving feedback which is not warranted. You can read the policy all you want and interpret it a certain way however if Ebay doesn't agree with what you are saying after appealing it then it stands.
kensgiftshop
·4 months agoEIS had nothing to do with it, you shipped USPS straight to the buyer.
marnotom!
·4 months agoIt's more likely that the OP shipped the item by eISD, which means it would not have gone straight to the buyer, either. This is probably where the confusion lies.
eISD is a means of purchasing discounted USPS shipping, so buyers won’t see “eISD” as a shipping method on the listing page, just a USPS option. The seller is offered eISD when they purchase the shipping.
turtlecreambeans
OP4 months agoItem was shipped to LOGISTICS CENTER where ebay told me to send it, they then sent it to mexico. Ebay said it reached the hub and was shipped out. So i guess the ebay staff have no clue what they are talking about or they are all liars.
kensgiftshop
·4 months agoIt was not shipped to the EIS hub.
turtlecreambeans
OP4 months agodont know where you get that info but its incorrect
turtlecreambeans
OP4 months ago"This is nothing new that Ebay doesn't care." Good point.
kensgiftshop
·4 months agoThe EIS policy only works on orders shipped by EIS.