I'm a seller in Canada and I've noticed that my sales to the USA have dropped off significantly. When searching on ebay.com (or ebay.ca), the shipping fees show significantly higher in the search results than on the listing itself, whenever any US zip code is used, and I believe this may be a significant contributing factor to the lack of sales.
This is affecting all my listings. I have already spent 4 hours with eBay support attempting to resolve this issue to no avail, plus my own troubleshooting: changing shippers, shipping policy, creating new listings, etc. Probably 6 hours in total trying to resolve this; now I've lost all confidence in eBay support and feel like they are giving me the runaround.
One example:
Search result:
Actual shipping options on the listing page for the same item:
Does anybody have any clue what's going on here? I figure it should show the lowest (or at least one of the actual shipping options on the listing page) on the search page.
Have used a VPN and had a friend check from the USA as well, and they confirmed the same problem with the search results.
The "problem listing" is all my listings. See screenshot below for the one mentioned in my original post:
I have definitely not abandoned this thread. You may have noticed I posted this around 2AM as I couldn't sleep because this issue is bothering me greatly. I also work full time and am now following up on my lunch time. I just received $200 worth of boxes so I'm highly motivated to get this resolved ASAP. I didn't realize you had wished for a screenshot. Here is one for the item I mentioned in the original post:
Glad to know you are checking back in many don't. Out of curiosity your primary service appears to be UPS standard, try changing that to UPS Ground and delete the other shipping options on this listing and lets see what happens.
Yes, I'll be checking back frequently as I cannot deal directly with ebay "support" they have given me the runaround and just completely disconnected from me a few moments ago. Unfortunately UPS ground is not an option, but I have just deleted all but "Canada Post Expedited Parcel - USA" and we'll see what happens.
Yes, I'll be checking back frequently as I cannot deal directly with ebay "support" they have given me the runaround and just completely disconnected from me a few moments ago. Unfortunately UPS ground is not an option, but I have just deleted all but "Canada Post Expedited Parcel - USA" and we'll see what happens.
That appears to have corrected it. I am guessing eBay was adding up the individual shipping options and using that for the shipping cost. Still a bit high but I know shipping out of Canada is not cheap.
You must have done a global change all your shipping costs look better.
You may want to pass this along to tech support.
Yes, I'll be checking back frequently as I cannot deal directly with ebay "support" they have given me the runaround and just completely disconnected from me a few moments ago. Unfortunately UPS ground is not an option, but I have just deleted all but "Canada Post Expedited Parcel - USA" and we'll see what happens.
That appears to have corrected it. I am guessing eBay was adding up the individual shipping options and using that for the shipping cost. Still a bit high but I know shipping out of Canada is not cheap.
Thanks for checking back! I did (and am still doing) some extensive testing. It looks like the culprit is "UPS Standard United States" so you nailed it! This is most definitely an issue on eBays side kyle@ebay. This can be verified with disabling the other shipping options, leaving only UPS:
UPS Standard United States:
Then testing with all the other options I had:
FedEx International Economy:
FedEx International Ground:
Canada Post Expedited Parcel - USA:
I really appreciate everyone's help with this. I had another nearly 2 hour long chat with eBay "support" today and they couldn't get anywhere, not even describe or look into the issue properly, despite sending screenshots and referring to this thread. I figure it's just an AI bot, but it did say it was human. Who knows!
As a result, I've completely disabled UPS until eBay can (if they will) resolve the issue and added a few more shipping options from Canada Post, which may actually improve sales. It looks like it all lines up in the search, now:
Hallelujah!!!
Still a bit odd for the heavier items; looks like the search page always defaults to the first option in the list (whether correct or not) rather than the least expensive option:
Perhaps this is by design? Not sure how this would benefit sellers.
Edit. If I add UPS back in for this one item, it really is the cheapest option, so if this is by design, I would want it to show first, and correctly in the search results. This issue with UPS needs to be resolved ASAP kyle@ebay
@a_c_green wrote:One thought that occurred to me, though it may no longer be relevant given the recent discoveries about the UPS Shipping method, was whether the OP's use of metric units (Kg/g/cm/cm/cm) instead of Imperial units (Lbs/oz/in/in/in) for the Shipping details might be producing a calculation error someplace, in a function that's assuming it has Imperial units for shipping when the values passed in from the listing are actually metric.
Don't even get me started on that one. That's another issue that's existed since the dawn of time here. I would prefer to use Imperial, but it just doesn't work, and it never has (for me, at least.)
Adding video because a gif doesn't work:
https://p223.p4.n0.cdn.zight.com/items/mXuWZG2G/f9e0b123-d434-4412-9d8a-744bfad8024f.mp4
