eBay

devon@ebay · ‎03-01-2023

Come chat with the International Shipping team to discuss our new eBay International Shipping program. Get all of your questions ready for the team, so we can make the most out of this month's chat on March 8th at 1:00 pm PT!

Thanks for joining us for the Monthly Chat with eBay Staff and the International Shipping team.

The chat thread will remain open until 2 PM PT at which point we'll close it from additional responses. After that time, we'll continue to work on responding to any queries that might still be unanswered.

To post your question, click Reply in the lower right corner of this post, type your question, and hit submit between 1-2 PM Pacific Time. The format of our chat mirrors the format of our Community Discussion Boards, where each post will appear in the thread chronologically. The taxAct and Community Team will review each question as it comes in, and will quote the original question in our reply. This quote and the reply will appear later in the thread, so just keep scrolling down to see our answers.

As a reminder, we want the eBay International Shipping team to be able to get to as many members as possible during the allotted hour, so we have a few things to ask of you:

Keep on topic
Scroll through the list of questions to see what has already been asked to decrease chances of redundancy
Keep the message/question simple and no more than one to two items. If you include multiple questions in a post, please be aware that they may not be addressed during the chat and (specialist name) will do their best to follow-up with it after the chat has closed

Missed the chat? Send your questions to the podcast by calling 888-723-4630 or email us at podcast@ebay.com and maybe your questions will make it on the air! Or listen to past episodes while you wait for next month!”

Devon,

international_shipping@ebay · ‎03-08-2023

@berries1827 wrote:

A buyer purchased 4 items and their order is going international. I attempted to purchase one shipping label to send the package to the hub; however, I was unable to do so. Does the new eBay international shipping program prohibit sellers from combining orders to ship to the hub?

We currently do not support combining orders with eBay International Shipping, but plan to address this in the future.

michigancolor · ‎03-08-2023

@my-cottage-books-and-antiques wrote:
I believe the current max is $500.00. If I list a $600.00 item, is there some other way for me to ship that internationally? And if so, how do I create that option in my listing?

GSP allowed $2500 between most countries. 😩

international_shipping@ebay · ‎03-08-2023

@shipscript wrote:

If a buyer opens a "not as described" return request, does it go back through the EIS hub? How is a return label generated?

eBay is responsible for the delivery of the item once it has reached the domestic hub, so issues pertaining to “not as described” will be handled by eBay and the Seller will keep the original sale. As a seller, you will be notified of the issue, but you will not be required to refund the Buyer or close out the issue. Additionally, eBay will be monitoring these issues to reduce bad buyer experience.

Label generation for returns will be available on the eBay GPLT Label platform and will be printed by the Buyer to attach to the return. Sellers will not be charged for this label and will keep their original sale. Returns will be delivered to eBay’s facilities located in the US or at a local regional hub. These items will not be returned directly to the Seller.

postcardcountry · ‎03-08-2023

One more question....

I currently offer free shipping on 90% of my items.

How does this fit in with EIS? I know it's free to the terminal, but what about shipping after that?

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Edit: A reply to your post can be found here.

my-cottage-books-and-antiques · ‎03-08-2023

How is this situation handled? Seller sends item to the ebay center, ebay opens package, decides it was damaged during transit to the center...what happens at that point?

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Edit: A reply to your post can be found here.

international_shipping@ebay · ‎03-08-2023

The current value limit through the program has been increased to $2500 for most counties. We are working to increase this to other countries depending on US exports requirements.

Combined Shipping is not an option at this time, as customs declarations require that eBay declares items at single package level. We are working to update this feature in the future.

Duties and Taxes and VAT if required are collected at the time of checkout when the order is a Delivered Duty Paid (DDP) or are assessed by customs to the Buyer with the order is Delivered Duty Unpaid (DDP). The Seller is not responsible for the collection and remission of these required fees.

In most cases buyers located in a country in which items are restricted are not shown the item for purchase. If they are shown and able to purchase a restricted item, then once arrived at the hub all issues are the responsibility of eBay.

mam98031 · ‎03-08-2023

"FVF is NOT charged on the calculated international shipping. FVF is charged only on item price + sales tax + cost of shipping from seller to the domestic shipping hub.

If a seller provides free domestic shipping, the seller pays FVF only on item price and sales tax. If the seller does not offer free domestic shipping, then FVF is charged on item price + sales tax + cost of shipping from seller to the domestic shipping hub."

Just for clarity. In EIS, sellers pay for shipping only to the shipping hub? We don't pay for the international shipping?

So this works as it does for anything else that was sold internationally BEFORE EIS. FVF is on product, sales tax & domestic shipping, unless it is free shipping domestically, then the FVF is only charged on product and sales tax.

_____

Edit: A reply to your post can be found here.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

international_shipping@ebay · ‎03-08-2023

@my-cottage-books-and-antiques wrote:

I believe the current max is $500.00. If I list a $600.00 item, is there some other way for me to ship that internationally? And if so, how do I create that option in my listing?

The price limit was increased to $2,500.00 on March 7, 2023, now you can ship your $600 items with eBay International Shipping too. If you want to sell more expensive items internationally, you can list them with other shipping options not managed by eBay.

When creating a new listing or editing an existing one, add one of the shipping options available in the listing flow under ‘International Shipping’ section. You can find guides and manuals on removing those options here: https://www.ebay.com/sellercenter/shipping/ebay-international-shipping#how-do-i-update-my-listings- You need to do the opposite to what’s shown in the guides.

international_shipping@ebay · ‎03-08-2023

@my-cottage-books-and-antiques wrote:

Some items, including certain brands, can be imported into certain countries but not others. If I list an item that is, let's say, prohibited by the UK, but all other countries permit it, does ebay remove the UK from the list of countries it shows on my listing?

Yes, that’s correct. eBay follows international import regulations and buyers from UK will not be able to purchase the item if it is restricted . This ensures a better buying experience for both the Buyer and the Seller as it reduces the number of items that cannot be shipped through the program that would require returning to the Seller or liquidating the item.

international_shipping@ebay · ‎03-08-2023

@michigancolor wrote:

I just got switched from GSP to eBay International Shipping. eBay at https://www.ebay.com/sellercenter/shipping/ebay-international-shipping says "Once your item is at our hub, you're protected against claims like Item Not Received, chargebacks, and negative or neutral feedback" and the FAQ answers "How will international returns be handled?" with "Once your item is received at the domestic shipping hub, your sale is considered complete. If the buyer opens a return, eBay will issue a refund at no cost to you." Also it answers "What protections does eBay International shipping offer" with "We'll handle international returns on your behalf, including Not as Described claims." Why then do the full Terms and Conditions at https://pages.ebay.com/internationalshippingprogram/seller/terms/ in (8)(a) state at the end after (i)-(vi): "However, if eBay finds in the Buyer's favor in an eBay Money Back Guarantee case relating to an EIS item, you may be responsible for the amount that has been paid to you by your Buyer." What happens when the shipping hub opens my package, inspects it, is happy with it, and reships it to the customer, then some time later the customer files a not as described dispute? (Perhaps the not as described reason given is even "it doesn't fit"...)

eBay is responsible for the delivery of the item once it has reached the domestic hub, so issues pertaining to “not as described” will be handled by eBay and the Seller will keep the original sale. As a seller, you will be notified of the issue, but you will not be required to refund the Buyer or close out the issue.

Per your example “it doesn’t fit”, eBay will still be responsible for the return of the item from the Buyer, the same way “Not as described” is covered. For items that are considered remorse, the Buyer will be responsible for the label costs.

international_shipping@ebay · ‎03-08-2023

@postcardcountry wrote:

One more question....

I currently offer free shipping on 90% of my items.

How does this fit in with EIS? I know it's free to the terminal, but what about shipping after that?

Total cost of eBay International Shipping is calculated as a sum of a domestic shipping cost specified by a seller (to deliver an item to the domestic shipping hub) and a cost of international leg (to deliver the item from the hub to a buyer). If free domestic shipping is provided by the seller, the buyer will have to pay for the international leg only.

michigancolor · ‎03-08-2023

international_shipping@ebay wrote:

@my-cottage-books-and-antiques wrote:

Some items, including certain brands, can be imported into certain countries but not others. If I list an item that is, let's say, prohibited by the UK, but all other countries permit it, does ebay remove the UK from the list of countries it shows on my listing?

Yes, that’s correct. eBay follows international import regulations and buyers from UK will not be able to purchase the item if it is restricted . This ensures a better buying experience for both the Buyer and the Seller as it reduces the number of items that cannot be shipped through the program that would require returning to the Seller or liquidating the item.

This -- require returning to the seller or liquidating -- is the complete opposite to what elizabeth@ebay posted in this thread at 01:19 PM PST. So, it can be returned to the seller? When the seller can't exclude listings that they know can't be shipped to certain countries? If this happens, will eBay compensate the seller at all? Like at least cover the shipping to eBay, since the seller had to fulfill the order since they can't cancel an order without getting their performance hit, and because they couldn't opt out a specific listing?

And what about eBay giving policy violations for import/export violations, when the seller had no choice on the listing? Again, as I said, I got one of these through GSP when eBay said they handled all of that stuff.

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Edit: A reply to your question can be found here.

michigancolor · ‎03-08-2023

international_shipping@ebay wrote:
@michigancolor wrote:
I just got switched from GSP to eBay International Shipping. eBay at https://www.ebay.com/sellercenter/shipping/ebay-international-shipping says "Once your item is at our hub, you're protected against claims like Item Not Received, chargebacks, and negative or neutral feedback" and the FAQ answers "How will international returns be handled?" with "Once your item is received at the domestic shipping hub, your sale is considered complete. If the buyer opens a return, eBay will issue a refund at no cost to you." Also it answers "What protections does eBay International shipping offer" with "We'll handle international returns on your behalf, including Not as Described claims." Why then do the full Terms and Conditions at https://pages.ebay.com/internationalshippingprogram/seller/terms/ in (8)(a) state at the end after (i)-(vi): "However, if eBay finds in the Buyer's favor in an eBay Money Back Guarantee case relating to an EIS item, you may be responsible for the amount that has been paid to you by your Buyer." What happens when the shipping hub opens my package, inspects it, is happy with it, and reships it to the customer, then some time later the customer files a not as described dispute? (Perhaps the not as described reason given is even "it doesn't fit"...)
eBay is responsible for the delivery of the item once it has reached the domestic hub, so issues pertaining to “not as described” will be handled by eBay and the Seller will keep the original sale. As a seller, you will be notified of the issue, but you will not be required to refund the Buyer or close out the issue.

Per your example “it doesn’t fit”, eBay will still be responsible for the return of the item from the Buyer, the same way “Not as described” is covered. For items that are considered remorse, the Buyer will be responsible for the label costs.

Then can you get the legal terms & conditions updated?

international_shipping@ebay · ‎03-08-2023

international_shipping@ebay wrote:

@my-cottage-books-and-antiques wrote:

Presently, packages are sent to a location in the middle of the country. I understand ebay will be opening another location in California, and perhaps a third location on the East Coast. Is that correct? And is there any timeline for these additional locations to be opened?

We are opening our second hub location in Los Angeles in April. We are also evaluating other locations as we expand our operations.

The opening of the claim is located under the Buyer’s Purchased item via the “Return Item” button. Buyers should be referred to this page to initiate the return.

eBay is responsible for the delivery of the item once it has reached the domestic hub, so issues pertaining to “not as described”, “arrived damaged”, “delivery issues”, “remorse” will be handled by eBay and the Seller will keep the original sale. As a seller, you will be notified of the issue, but you will not be required to refund the Buyer or close out the issue.

international_shipping@ebay · ‎03-08-2023

@dhbookds wrote:

international_shipping@ebay wrote:

@dhbookds wrote:

Where does a seller refer a buyer who claims non receipt or damage?

The Buyer should be referred to eBay Claims. eBay is responsible for the delivery of the item once it has reached the domestic hub, so issues pertaining to non-delivery will be refunded directly from eBay. As a seller, you will be notified of the claim, but you will not be required to refund the Buyer or close out the issue.

and how does the buyer get to Ebay Claims? Do you have a url? General Customer Service is NOT going to know anything..........

The opening of the claim is located under the Buyer’s Purchased item via the “Return Item” button. Buyers should be referred to this page to initiate the return.

eBay is responsible for the delivery of the item once it has reached the domestic hub, so issues pertaining to “not as described”, “arrived damaged”, “delivery issues”, “remorse” will be handled by eBay and the Seller will keep the original sale. As a seller, you will be notified of the issue, but you will not be required to refund the Buyer or close out the issue.