Live Video Broadcast & Community Chat, Mar 7th @ 12:30pm PT - Selling & Shipping Internationally

[alan@ebay]

Hi Community,

Join us here tomorrow from 12:30 pm PST for a live video broadcast on the topic of 'Selling & Shipping Internationally.' After the live broadcast, this thread will host a one-hour Community chat with our international selling experts.

Use this thread to ask questions and get tips for selling, shipping and growing your sales through cross-border trade. 

Chat with you then! 

*To be mindful of sellers’ time and contribution, please focus your comments and questions regarding the topic of the chat. Keeping in mind the Community’s Rules of Engagement when you post. Non-constructive, disrespectful/harassing comments will be removed by our moderation team so that the thread can focus on a productive discussion. 

[rock4best]

@rock4best wrote:

The restocking fee isn't the biggest problem. Shipping fee is the problem, we can't ship the item and then refund shipping fee as nobody will refund those to us.

Hi @rock4best, 

Interesting case. Not sure I fully understand your point but will try and touch on it. 

The return shipping fee can certainly be costly. Have you tried to bake in a little extra cost into your shipping to help subsidize some of the cost of the return shipping. This gives you at least a little more protection. 

Happy to understand further and reply in more depth. Thanks, 

Bassil

What I am trying to explain the at least as dedicated customer service informed us, there is no way to refund only item price even if it is buyer remorse case. Seller by EU law mandated to refund a full price including shipping fee. And I was lucky enough buyer didn't claim SNAD so she was responsible for return shipping fee I supposed to refund her full payment. This said, why we even need those return policies for international returns separated after June if nobody cares about it?

If I will have one more return like this I will just block each EU country like I did with UK after go sick from their problems with VAT.

[*eponymous*]

---

@bassileid5wrote:

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@dhbookdswrote:

If you list on another site and the buyer opens a case on that site, than the resolution would happen with our local CS agent in that country. For example, if you list on ebay.de and then a buyer opens a case against you, our Germany CS team would work with you and the buyer to try and resolve it. They will try and accomodate for English speakers even if the buyer only speaks German. 

What if the buyer is buying from ebay.com (US) or from "international sellers" listed on the German site.  In other words the item was listed ONLY on the US site, but ebay showed it elsewhere........

---

Hi @dhbookds, 

Thanks for the follow up. 

If the buyer purchases it on ebay.de and opens a case on .de than the resolution would have to happen with our German CS team. If the Germany buyer purchase it on ebay.com, then the resolution happens with our U.S CS team. It depends which site the buyer purchased the item. 

Thanks again, 

Bassil

---

@bassileid5  Hello and welcome.

Thank you for clarifying that the policies that apply, regardless of the buyer's geographical location, are the ones in place on the ebay site where the transaction took place, e.g. if the transaction took place on ebay.de, those policies will apply.

[theshoppingmom2]

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

What are you guys doing  to spread the news about GSP? I been on the program for many years ( beta testing) and I love it!

The stomach ache I had when I was shipping internationally is gone 🙂

With that said I think there should be an increased awareness  and promotion of the program. Are you going to have a booth at eBay Open this year? Last year  you had the shipping booth but I did not  see an emphasis on GSP

---

Hi @theshoppingmom2, 

Thanks for your positive feedback. 

Our GSP team will certainly be at the eBay open. If we do not have a specific GSP booth, feel free to visit our shipping booth and ask for one of the key GSP team members. Someone will be happy to point them out to you. In regards to GSP outreach, we are always trying to go out with additional material that will try and support sellers. We can look into more outreach as you mentioned. 

Thanks again, 

Bassil

---

Thanks for the reply Bassil, could you please send me a PM  or email about additional materials that will support sellers. I will share this information on my meetup eBay  group and eBay facebook group.

[bassileid5]

---

@golfingaddict wrote:

Are there any additional fees for selling internationally now or in the future update that just came out ? Will you pay extra for exposure.  

There is is a higher fee to accept international payments with PayPal. Will this be the same with the new payment service?

---

Hi @golfingaddict, 

The selling fees have not changed since the last seller update. Regarding payment, you are correct there is currently a higher fee to accept international payments with Paypal. Our goal with payment intermediation is to lower costs for sellers. There has been no information released in regards to fees on international transctions on the new payment service yet. This page below is where information will become available and sellers can stay updated. 

https://pages.ebay.com/seller-center/service-and-payments/payments-intermediation.html

Thanks, 

Bassil

[bassileid5]

---

@rock4best wrote:

@rock4best wrote:

The restocking fee isn't the biggest problem. Shipping fee is the problem, we can't ship the item and then refund shipping fee as nobody will refund those to us.

Hi @rock4best, 

Interesting case. Not sure I fully understand your point but will try and touch on it. 

The return shipping fee can certainly be costly. Have you tried to bake in a little extra cost into your shipping to help subsidize some of the cost of the return shipping. This gives you at least a little more protection. 

Happy to understand further and reply in more depth. Thanks, 

Bassil

What I am trying to explain the at least as dedicated customer service informed us, there is no way to refund only item price even if it is buyer remorse case. Seller by EU law mandated to refund a full price including shipping fee. And I was lucky enough buyer didn't claim SNAD so she was responsible for return shipping fee I supposed to refund her full payment. This said, why we even need those return policies for international returns separated after June if nobody cares about it?

If I will have one more return like this I will just block each EU country like I did with UK after go sick from their problems with VAT.

---

Hi @rock4best, 

This is good feedback for which we can dive further into and provide insights to our trust and CS team to see if we can allow for just item price to be refund. Can investigate further and thanks again, 

Bassil

[bassileid5]

---

@theshoppingmom2 wrote:

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

What are you guys doing  to spread the news about GSP? I been on the program for many years ( beta testing) and I love it!

The stomach ache I had when I was shipping internationally is gone 🙂

With that said I think there should be an increased awareness  and promotion of the program. Are you going to have a booth at eBay Open this year? Last year  you had the shipping booth but I did not  see an emphasis on GSP

---

Hi @theshoppingmom2, 

Thanks for your positive feedback. 

Our GSP team will certainly be at the eBay open. If we do not have a specific GSP booth, feel free to visit our shipping booth and ask for one of the key GSP team members. Someone will be happy to point them out to you. In regards to GSP outreach, we are always trying to go out with additional material that will try and support sellers. We can look into more outreach as you mentioned. 

Thanks again, 

Bassil

---

Thanks for the reply Bassil, could you please send me a PM  or email about additional materials that will support sellers. I will share this information on my meetup eBay  group and eBay facebook group.

---

Hi @theshoppingmom2, 

The only resource we have currently is this starting point on seller center - http://pages.ebay.com/seller-center/shipping/selling-internationally.html. 

It's a general view. We hope to have more information up in the coming months for you to reference. 

Thanks again for your support, 

Bassil

[theshoppingmom2]

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

What are you guys doing  to spread the news about GSP? I been on the program for many years ( beta testing) and I love it!

The stomach ache I had when I was shipping internationally is gone 🙂

With that said I think there should be an increased awareness  and promotion of the program. Are you going to have a booth at eBay Open this year? Last year  you had the shipping booth but I did not  see an emphasis on GSP

---

Hi @theshoppingmom2, 

Thanks for your positive feedback. 

Our GSP team will certainly be at the eBay open. If we do not have a specific GSP booth, feel free to visit our shipping booth and ask for one of the key GSP team members. Someone will be happy to point them out to you. In regards to GSP outreach, we are always trying to go out with additional material that will try and support sellers. We can look into more outreach as you mentioned. 

Thanks again, 

Bassil

---

Thanks for the reply Bassil, could you please send me a PM  or email about additional materials that will support sellers. I will share this information on my meetup eBay  group and eBay facebook group.

---

Hi @theshoppingmom2, 

The only resource we have currently is this starting point on seller center - http://pages.ebay.com/seller-center/shipping/selling-internationally.html. 

It's a general view. We hope to have more information up in the coming months for you to reference. 

Thanks again for your support, 

Bassil

---

that link is giving me this :

Something went wrong. We're sorry.

If you want to start over, go to the homepage. If you're stuck, let us help you.

[lacemaker3]

---

@bassileid5wrote:

---

@rock4bestwrote:

Back in February, I had a situation for the buyer remorse case return request from Germany buyer. The item didn't fit her even we provide full measurement table in our description. In our return policies, we have that buyer pay return shipping fee and we have 15% restocking fees to cover our loss in this transaction. Buyer file this case using Germany eBay and we wouldn't have any ability to refund anything less than their full payment of item cost plus international shipping fees. CSR explain that EU has this policy and there is nothing we can do about it. So when eBay will tell seller upfront about this situation so we will be able to make open eyes decision on going sell internationally: there is nothing about our return policies when other countries return policies in the effect instead.

---

Hi @rock4best, 

Thanks for sharing. 

Yes unfortunetaly you are correct. EU legal policy does not allow for restocking fees to be claimed. I can certainly look into providing more information for international sellers warning them of such instances abroad before they start selling. These boards, webinars and more information on the seller center can contribute to a better international selling experience. This kind of feedback is important and gives us further insights into what to advise sellers. 

Thanks, 

Bassil

---

@bassileid5, does this requirement (no partial returns, no restocking fees) apply to all sellers, or to Business Sellers, specifically?

I am aware of the Distance Selling Regulation, which applies to all Business Sellers in the EU, and which has specific requirements on accepting returns. It was my understanding that this applied to Business Sellers only, and only to sellers who were physically located in the EU. Am I mistaken about this?

Is this eBay requirement in place because of the EU Distance Selling Regulation, and if so, is the application to sellers who are not physically located in the EU (or to non-Business Sellers) required by the regulation?

[bassileid5]

---

@theshoppingmom2 wrote:

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

What are you guys doing  to spread the news about GSP? I been on the program for many years ( beta testing) and I love it!

The stomach ache I had when I was shipping internationally is gone 🙂

With that said I think there should be an increased awareness  and promotion of the program. Are you going to have a booth at eBay Open this year? Last year  you had the shipping booth but I did not  see an emphasis on GSP

---

Hi @theshoppingmom2, 

Thanks for your positive feedback. 

Our GSP team will certainly be at the eBay open. If we do not have a specific GSP booth, feel free to visit our shipping booth and ask for one of the key GSP team members. Someone will be happy to point them out to you. In regards to GSP outreach, we are always trying to go out with additional material that will try and support sellers. We can look into more outreach as you mentioned. 

Thanks again, 

Bassil

---

Thanks for the reply Bassil, could you please send me a PM  or email about additional materials that will support sellers. I will share this information on my meetup eBay  group and eBay facebook group.

---

Hi @theshoppingmom2, 

The only resource we have currently is this starting point on seller center - http://pages.ebay.com/seller-center/shipping/selling-internationally.html. 

It's a general view. We hope to have more information up in the coming months for you to reference. 

Thanks again for your support, 

Bassil

---

that link is giving me this :

Something went wrong. We're sorry.

If you want to start over, go to the homepage. If you're stuck, let us help you.

---

Hi @theshoppingmom2, 

My apologies, there is a "." at the end of my link which is causing an issue. 

http://pages.ebay.com/seller-center/shipping/selling-internationally.html

Please try the above. Thanks, 

Bassil

[theshoppingmom2]

@bassileid5

[lacemaker3]

---

@theshoppingmom2wrote:

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

---

@bassileid5wrote:

---

@theshoppingmom2wrote:

What are you guys doing  to spread the news about GSP? I been on the program for many years ( beta testing) and I love it!

The stomach ache I had when I was shipping internationally is gone 🙂

With that said I think there should be an increased awareness  and promotion of the program. Are you going to have a booth at eBay Open this year? Last year  you had the shipping booth but I did not  see an emphasis on GSP

---

Hi @theshoppingmom2, 

Thanks for your positive feedback. 

Our GSP team will certainly be at the eBay open. If we do not have a specific GSP booth, feel free to visit our shipping booth and ask for one of the key GSP team members. Someone will be happy to point them out to you. In regards to GSP outreach, we are always trying to go out with additional material that will try and support sellers. We can look into more outreach as you mentioned. 

Thanks again, 

Bassil

---

Thanks for the reply Bassil, could you please send me a PM  or email about additional materials that will support sellers. I will share this information on my meetup eBay  group and eBay facebook group.

---

Hi @theshoppingmom2, 

The only resource we have currently is this starting point on seller center - http://pages.ebay.com/seller-center/shipping/selling-internationally.html. 

It's a general view. We hope to have more information up in the coming months for you to reference. 

Thanks again for your support, 

Bassil

---

that link is giving me this :

Something went wrong. We're sorry.

If you want to start over, go to the homepage. If you're stuck, let us help you.

---

@theshoppingmom2, Patty, that link has a period/dot at the end, which should not be there. It will work if you edit the dot out, like this:

http://pages.ebay.com/seller-center/shipping/selling-internationally.html. 

[theshoppingmom2]

thanks!

[alan@ebay]

Thanks everyone for joining us today, and thanks to @bassileid5 for spending time on the live broadcast and also for taking part in the Community chat today. 

We're closing the thread as the allotted hour is up, we'll back at 1 pm next Wednesday with our next Community chat. 

All the best & thanks for selling on eBay! 

[bassileid5]

---

@lacemaker3 wrote:

---

@bassileid5wrote:

---

@rock4bestwrote:

Back in February, I had a situation for the buyer remorse case return request from Germany buyer. The item didn't fit her even we provide full measurement table in our description. In our return policies, we have that buyer pay return shipping fee and we have 15% restocking fees to cover our loss in this transaction. Buyer file this case using Germany eBay and we wouldn't have any ability to refund anything less than their full payment of item cost plus international shipping fees. CSR explain that EU has this policy and there is nothing we can do about it. So when eBay will tell seller upfront about this situation so we will be able to make open eyes decision on going sell internationally: there is nothing about our return policies when other countries return policies in the effect instead.

---

Hi @rock4best, 

Thanks for sharing. 

Yes unfortunetaly you are correct. EU legal policy does not allow for restocking fees to be claimed. I can certainly look into providing more information for international sellers warning them of such instances abroad before they start selling. These boards, webinars and more information on the seller center can contribute to a better international selling experience. This kind of feedback is important and gives us further insights into what to advise sellers. 

Thanks, 

Bassil

---

@bassileid5, does this requirement (no partial returns, no restocking fees) apply to all sellers, or to Business Sellers, specifically?

I am aware of the Distance Selling Regulation, which applies to all Business Sellers in the EU, and which has specific requirements on accepting returns. It was my understanding that this applied to Business Sellers only, and only to sellers who were physically located in the EU. Am I mistaken about this?

Is this eBay requirement in place because of the EU Distance Selling Regulation, and if so, is the application to sellers who are not physically located in the EU (or to non-Business Sellers) required by the regulation?

---

Hi @lacemaker3, 

Thanks for shedding more insights. 

Yes you are dead on. The eBay requirement is in place because of the EU Distance Selliing Regulation which is now called the Consumer Contract Regulation. I cannot unfortunetaly provide an answer on its application towards business or personal sellers and if the sellers affected are only EU based. I would need to check with our legal team to learn more. This is however great insights and something can potentially investigate further. Will take a deeper dive. 

Thanks for your feedback,

Bassil