Refusing Packages and INRs

[sin-n-dex]

So I get up this morning to an INR from a guy in Belgium. I shipped with Asendia (through Chit Chats Express), so it's not a USPS package. I go add tracking, but they don't have a drop down with all the couriers like they do in the sales order history, so I put in my tracking and write in my carrier in the space. Nothing happens on the INR to show that there's any movement of this package.

On Asendia's site, it's showing that it was at customs on July 31, and "refused" moments later. I did put on the outside of the package that VAT is paid, I do that all the time, but I'm going to assume if he's refusing it it's due to there being VAT when it arrived. This is the third package that has been delivered or attempted delivery with VAT. Why does eBay bother collecting it if they can double charge it at the border? It's not like I did something which would have the Customs officials not know that VAT was paid, I put it right on the outside of the package, in the customs declaration!

Anyway due to eBay not being able to show tracking on a non-USPS (and not any of the other choices) shipment, and me not being able to prove the package was refused, I'm stuck refunding $45.99 on this package.

What's the point in having policy that allows us to not refund stuff that they refuse due to customs if the tracking doesn't even work for me to show that?

C.

[sextons-sweet-deals]

Who refused it? Customs or the buyer? Will it be returned to you?

Was the item something that the country of Belgium will not allow?

I don't have the answers, but you might entertain eBay's international shipping if it is offered in Canada.

Benefits of eBay International Shipping

As well as making your items available to buyers in over 200 countries, there are several other benefits to using eBay International Shipping:

• When you ship internationally using eBay International Shipping, you're responsible for getting packages safely to the US shipping hub. If a buyer reports that an item was lost or damaged during international shipping or it is damaged at the hub, we'll work with the buyer to resolve the issue. You're protected from:
  • the obligation to refund the buyer
  • eBay Money Back Guarantee cases
  • payment disputes
  • open ‘Not as described’ returns in your service metrics
• Any negative or neutral feedback related to item handling that can be attributed to the eBay International Shipping program during international transit will be removed
• Save on selling fees for your international transactions, including no international fee
• All international returns and refunds will be handled on your behalf
• If you schedule Time Away, the estimated delivery date will be updated to reflect this
• You'll be protected against item not received claims and chargebacks
• eBay International Shipping costs are on average 5% cheaper than eBay's pre-negotiated USPS international rates

[ittybitnot]

 I shipped with Asendia (through Chit Chats Express),

@sin-n-dex 

I realize you are in Canada, and I am unfamiliar with the shipping options available to you, so pardon my ignorance.   Is this a label you purchased via eBay, or are you shipping this order on your own?

[sin-n-dex]

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@ittybitnot wrote:

 I shipped with Asendia (through Chit Chats Express),

@sin-n-dex 

I realize you are in Canada, and I am unfamiliar with the shipping options available to you, so pardon my ignorance.   Is this a label you purchased via eBay, or are you shipping this order on your own?

---

For International shipments, I ship on my own. The prices are cheaper to mail from Canada than USPS (now that USPS has become so expensive).

But there is tracking, and the tracking shows the item was refused, which I understood to mean I don't have to refund (I would refund if I got it back, but I often don't get back international shipments). The thing is, with the way they have me upload the tracking to the case, nothing happens and there's no proof it was refused, so I was forced to refund.

C.

[sin-n-dex]

---

@sextons-sweet-deals wrote:

Who refused it? Customs or the buyer? Will it be returned to you?

Was the item something that the country of Belgium will not allow?

I don't have the answers, but you might entertain eBay's international shipping if it is offered in Canada.

Benefits of eBay International Shipping

As well as making your items available to buyers in over 200 countries, there are several other benefits to using eBay International Shipping:

• When you ship internationally using eBay International Shipping, you're responsible for getting packages safely to the US shipping hub. If a buyer reports that an item was lost or damaged during international shipping or it is damaged at the hub, we'll work with the buyer to resolve the issue. You're protected from:
  • the obligation to refund the buyer
  • eBay Money Back Guarantee cases
  • payment disputes
  • open ‘Not as described’ returns in your service metrics
• Any negative or neutral feedback related to item handling that can be attributed to the eBay International Shipping program during international transit will be removed
• Save on selling fees for your international transactions, including no international fee
• All international returns and refunds will be handled on your behalf
• If you schedule Time Away, the estimated delivery date will be updated to reflect this
• You'll be protected against item not received claims and chargebacks
• eBay International Shipping costs are on average 5% cheaper than eBay's pre-negotiated USPS international rates

---

The buyer refused it, it's probably because there were customs fees (otherwise I see no other reason).

EIS is not available for coins, period. So that's not a choice for shipping them.

C.

[stuff4divas]

@sin-n-dex   i know u post often, if not exclusively, on the US site, but for this, wouldn't it be more prudent to post on the Canada site since we here in the US don't know the shipping rules in Canada?

I know for us here in the US, eBay will not cover shipping problems if items are not shipped via their integrated shipping carriers>  "To protect yourself against "Item not received" claims filed through eBay Money Back Guarantee, you need to use a shipping carrier that is integrated with eBay."

Taken from> https://www.ebay.com/help/selling/shipping-items/setting-shipping-options?id=4089&st=3&pos=2&query=S...

[sin-n-dex]

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@stuff4divas wrote:

@sin-n-dex   i know u post often, if not exclusively, on the US site, but for this, wouldn't it be more prudent to post on the Canada site since we here in the US don't know the shipping rules in Canada?

I know for us here in the US, eBay will not cover shipping problems if items are not shipped via their integrated shipping carriers>  "To protect yourself against "Item not received" claims filed through eBay Money Back Guarantee, you need to use a shipping carrier that is integrated with eBay."

Taken from> https://www.ebay.com/help/selling/shipping-items/setting-shipping-options?id=4089&st=3&pos=2&query=S...

---

I didn't post on the Canadian forum because the item was shipped by Asendia which originates from the US, and it was sold on the US eBay site. Chit Chats just does the initial transit to where it's handed off to Asendia, but Asendia is the tracking.

The shipping is in the integrated site, for instance if I ship, I can add tracking via Chit Chats or Asendia, those are options. But when you go to the INR, it shows USPS, Fedex, one other that I forget, and "Other" which is appropriate for this. So I chose other and filled it in with the courier name, but nothing shows up as tracking after I do that, even though on the actual sales order items shipped this way can be tracked within eBay's site.

C.

[ittybitnot]

 The thing is, with the way they have me upload the tracking to the case, nothing happens and there's no proof it was refused, so I was forced to refund.

@sin-n-dex 

Thank you for the clarification.  Is there an option for you to APPEAL and upload a screen shot of the actual tracking info showing "refused"?   

I imagine, that if you already refunded eBay will not be very helpful, for any monetary compensation would be at their expense.  

The reason I was asking is that many years ago there was a problem for some EU  buyers who used the GSP.  All duties, taxes, etc. were paid in advance by the buyer through a separate payment to eBay.  Depending of the country of entry, and destination country some buyers were still required to provide PROOF of the payment of the said duties, taxes, etc.  upon arrival of the parcel. 

eBay on the other had would not post separately, or provide to the buyer a breakdown of which portion of the "already paid" amount was for shipping and what portion was for the amount the customs wanted to verify was already paid, so many buyers had to PAY AGAIN.  Needless to say this caused a bit of unwanted drama. 

Though it is sort of a different issue than the "tracking" problem for eBay,  I wonder what proof/document  a buyer has available to show VAT was paid?  Is eBay collecting it in advance through the listing?  or is it Ascendia? 

[sin-n-dex]

---

@ittybitnot wrote:

 The thing is, with the way they have me upload the tracking to the case, nothing happens and there's no proof it was refused, so I was forced to refund.

@sin-n-dex 

Thank you for the clarification.  Is there an option for you to APPEAL and upload a screen shot of the actual tracking info showing "refused"?   

I imagine, that if you already refunded eBay will not be very helpful, for any monetary compensation would be at their expense.  

The reason I was asking is that many years ago there was a problem for some EU  buyers who used the GSP.  All duties, taxes, etc. were paid in advance by the buyer through a separate payment to eBay.  Depending of the country of entry, and destination country some buyers were still required to provide PROOF of the payment of the said duties, taxes, etc.  upon arrival of the parcel. 

eBay on the other had would not post separately, or provide to the buyer a breakdown of which portion of the "already paid" amount was for shipping and what portion was for the amount the customs wanted to verify was already paid, so many buyers had to PAY AGAIN.  Needless to say this caused a bit of unwanted drama. 

Though it is sort of a different issue than the "tracking" problem for eBay,  I wonder what proof/document  a buyer has available to show VAT was paid?  Is eBay collecting it in advance through the listing?  or is it Ascendia? 

---

VAT is on the invoice as "sales tax" like for US buyers, but it's just international... All GST/HST/VAT is showing on the invoice of how much eBay collected, and they give a code to put on the package to indicate it's paid, which I did. Asendia doesn't collect anything, they just let me fill in the customs info online and ship, and Chit Chats puts a barcode on the package for Asendia to process when they receive it in hand.

I did already refund, it's the lesser evil between losing $45 and getting an item not resolved case against me. It will cost me significantly more if eBay shuts my account down for not dealing with my buyers. In reality I'm out the cost of the item ($16) plus about $14 CAD for shipping.

C.

[sextons-sweet-deals]

Sounds like too many hands involved in the shipping process and probably becomes a blame game.

I didn't post on the Canadian forum because the item was shipped by Asendia which originates from the US, and it was sold on the US eBay site. Chit Chats just does the initial transit to where it's handed off to Asendia, but Asendia is the tracking.

keep it simple, solid, and stress-free as possible as a seller.

add those shipping fees and signature required if needed if applicable in listings.

I have some currency listed with make offer and pick-up only and get nothing. It just shows that currency and other categories are targets for scammers and not true collectors.