12-04-2017 09:36 AM
Need some advice here; I am US based. Buyer in Italy bought and paid for item + shipping around $60. Shipped Intl 1st Class on next day, tracking shows it was in Milan Italy as of Nov 04. Today (Dec 04) Buyer has filed item not recieved.
I fully understand the risks of international sales, and tracking (or lack thereof) issues. I am aware that we will most liely have to do a full refund on this, and although I am not happy, I accept it as part of the business model.
My problem is that when I go to my "cases that need attention" (this is the only one) and select it, it takes me first to a log-in screen for eBay Italy. If I eneter my info, I am then in the convulated mess of pages trying to respond to the case at least. Its hard enough to navigate in English, but I sure don't speak Italian!
Anyone have any idea why the Italian buyers case opens for me, logged in to eBay USA, into eBay Italy? Or how to avoid this so I can promptly deal with this open case?
Thanks for any advice.
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12-04-2017 09:38 AM
The buyer opened the case on their home site. You'll have to translate the page, some browsers can do it for you, I know Chrome does. The only way to avoid it is to not sell internationally. And I think in this situation, ebay.com is going to pass the buck to ebay italy and refuse to help you, you are going to make you deal with ebay Italy. Good luck!
12-04-2017 09:38 AM
The buyer opened the case on their home site. You'll have to translate the page, some browsers can do it for you, I know Chrome does. The only way to avoid it is to not sell internationally. And I think in this situation, ebay.com is going to pass the buck to ebay italy and refuse to help you, you are going to make you deal with ebay Italy. Good luck!
12-04-2017 10:46 AM
Goggle translate, or babelfish, can help as well.
12-04-2017 10:54 AM
12-04-2017 11:46 AM
Yeah, we have been gradually eliminating all foreign shipping; this was an older listing. We actually havent had any problems until now, but theres always a first time, right?
12-04-2017 11:46 AM
IIRC, they are very particular about what they allow to enter the country.
12-04-2017 11:49 AM - edited 12-04-2017 11:51 AM
Article, Expats In Italy:
Mailing guide in Italy
1/20/2016
Historically, Italy does not have a reliable postal service or large industries involving around mail commerce. Until the de-regulation post 1990s, Poste Italiane (Italian Post) was the monopoly, and just like its telecom counterpart, Telecom Italia, was known for its inefficient management and poor service.
To send something by mail often involves standing in line for ten to twenty minutes or more. To receive something mail often means not getting it in the time frame indicated by the postal service, or not getting it at all. Even until recently, postal theft was a big problem, and anything of value should not be mailed without tracking and insurance. Sometimes even things of little monetary value do not arrive in time or at all.
I built a mail-order service business when I was in the U. S., relying exclusively on USPS or private courier companies to receive and deliver products from and to my customers. Over the thousands of orders that I had, I rarely used insurance option unless the customer specifically requested. In fact, I only had lost two packages, one of them stolen from my office door step. That’s a very reliable postal system. Coming from this background, Italy’s postal system’s quality is a stark contrast to what I experienced in the U. S.
OP, I would suggest that you research what countries have a reliable mail service and block those that don't. Just do a google search with the question, Does fill in the country name have a reliable postage system, or search the Board for what countries are best to ship to. Some countries are problematic and so sellers may not ship there due to problems with loss.
12-04-2017 11:50 AM
Respond to the dispute and provide the tracking showing it in transit. DONT IGNORE IT or let it time out without a response from you.
12-04-2017 11:51 AM
BTW-Italy is a modern EU country and has postal tracking. Their mail is not delivered by donkey cart!
12-04-2017 12:04 PM
@rixstuff wrote:Respond to the dispute and provide the tracking showing it in transit. DONT IGNORE IT or let it time out without a response from you.
Thats kind of hard to do when the page is jumbled up in a foreign language the OP can't read. The OP knows how to handle to case and what not to do. Thats not her issue here. Her issue is the case was opened on a foreign ebay site which causes a headache on her end.
12-04-2017 12:16 PM
@castlemagicmemories wrote:IIRC, they are very particular about what they allow to enter the country.
True that.
If you read the prohibited/restricted list for Italy and then see if it relates to your item, you might be able to figure out why it hasn't moved. Everything i ship to Italy gets delivered - BUT I am quick to inform a buyer that their customs will not let something they bought into their country and I am sorry but I have to cancel. Most are very understanding once I send them the link to the PO's restricted list.
I have a friend that got back the shoes they shipped them over 6 months later - tracking showed nothing.
I doubt that you will be able to get anything changed and if the case times out or the buyer escalates because Italy's dispute system might be different than here, you could take a hit to your account. I hate to say it, but if the item is on the restricted list, just refund them. You might get it back sometime in the future.
12-04-2017 01:09 PM
There is an English option on the Italian post website (as on most EU postal sites) so language shouldnt be a problem.
And yes, Italy is notorious for keeping some incoming items that Italy makes and exports (leather, jewelry, etc) in customs FOREVER.
12-14-2017 10:18 AM
Using Chrome allowed me to translate to English and handle this case, thanks to the person who suggested that. As expected, I got zero response from the buyer and wound up doing a full refund before the timer counted down to zero. Not even a "Grazis" in reply. I bulk edited all of our listings to No International Shipping; and will be changing PP as well; even though this is the first time we had a bad experience, we always wound up losing money because of fees on international shipping. Will just ship domestically from now on.
What I am now curious about is if I should expect to see a refund of the eBay fees on the $60 original payment? Typically in the past, when I have done a refund because of a return (never done an INR before), the email from eBay noted that fees were refunded to me; this one did not include that note.
Thanks!
12-14-2017 06:09 PM
@rixstuff wrote:Respond to the dispute and provide the tracking showing it in transit. DONT IGNORE IT or let it time out without a response from you.
You can also call CS, after entering the tracking that shows that it is in transit, and ask for an extension. I believe they give ten days.
12-15-2017 08:34 AM
I had a case last year where the item sat in the Italian customs office for TWO MONTHS. Not because of shipping delays (it took a week to get to Italy from Washington DC) but because the Italians wanted customs taxes and the buyer didnt want to pay it (or at least not pay it in a hurry). Supposedly it was MY fault for not lying and saying it was a book or something else other than vintage costume jewelry that would raise customs suspicions. Ebay sided with me because customs taxes are the buyers responsibility.