Unfair action by eBay

[vilkau]

I sold a $700 item to someone in Italy on March 4.  I shipped it by eBay's International Shipping Service (or whatever it is called). The package went to the eBay hub and was transferred to the Asendia International Mail Service. International shipping takes a long time, but the buyer did not want to wait and started an "Item not received" claim.  I submitted tracking to both the buyer and eBay. Tracking showed that the package was stuck somewhere in Italy. Instead of waiting for the package to arrive, eBay gave me 3 days to "Resolve the issue". Since there was nothing I could do, the 3 days passed and eBay took the money from my charge card anf refunded the buyer. I contested this action, but eBay told me that my case is not allowed to be contested. Tracking still shows that the package is still stuck somewhere in Italy, but it may eventually arrive at the buyer's home.  Then the buyer will have his money and my $700 item.  And the funny thing is that eBay will not allow me to ask for a review of my case.All this time I was not allowed to speak with a human, only a robot. Does anyone know how I can speak with a real person about my case? I can't even provide tracking information that shows the item stuck somewhere in Italy.  Also, this will also put a bad mark on my record, showing that I failed to ship a sold item. Any help or suggestions would be appreciated.  

[pikabo-icu]

@wastingtime101 

It sure looks like they used the right EIS and not standard? 

Is there a way to know? Because it looks like eBay messed up this one.. 

Or am I reading it incorrectly? 

[wastingtime101]

Nope @pikabo-icu . As I've been saying since the beginning, they did not use eIS.

That label is for eBay International Standard Delivery. Zero question. 100% confirmed. Not even close to an eIS label. No comparision.

[kensgiftshop]

---

@vilkau wrote:

The item number is 153353719511.

Here is a copy of the shipping label

---

That listing shows "USPS First Class Package International" as the shipping option to Italy, not EIS.

[pikabo-icu]

@wastingtime101 

Thank you!   I figured you were correct.

I had never seen the labels so wasn't sure what I was looking at..

CHEERS!  And Thanks again

SORRY @vilkau   That sucks! 

[wastingtime101]

This is one of my recent eIS labels @pikabo-icu 

Address Name: EIS C/O BUYER NAME

Second address line: evtn:######

evtn is a virtual tracking code tied to the buyer's order.

That simple.

eISD label, as shown by the original poster, has:

Address Name: EBAY INTERNATIONAL DELIVERY

Ref # with buyer's name below address / above barcode

ASENDIA information below barcode along with the ESUS tracking number. Only eISD and eBay Standard Envelope have ESUS tracking numbers.

eIS can have a variety, including EEUS, but never ESUS - and whatever that consolidated number is will only appear on eBay tracking, not on the seller's label. Seller's label is just a generic regular label but has eIS info in the address.

Not only that, but as I've mentioned before - eISD is only available when the seller offers direct shipping. It is a direct shipping international transaction. They will see the buyer's international address. The seller chooses eISD as the delivery service when they buy the label. They will see all international label options like eISD, USPS International, etc.

With eIS you can only choose a domestic shipping service on the label page because, as far as the seller is concerned, it is a domestic transaction.

This all sounds complicated, because you've asked about the differences I'm pointing them out.

-----------

Ultimately, none of that matters as it's really simple.

eISD is a semi-direct shipping option when you see the buyer's international address and you offer direct international shipping on your listing. If a seller does not want to take on liability of direct international shipping and learning about the service they are choosing, they should not offer it. Full stop.

eIS is essentially a domestic transaction. You do not have to offer international shipping on your listings (eIS is account level opt in). You do not see the buyer's international address.

There is zero possibility of confusing them when buying a label unless the seller chooses to offer direct international shipping.

[stainlessenginecovers]

Although the names are ALMOST the same and the 'ship to' address is 100% 'THE SAME', this item was NOT shipped using the EIS System which 100% covers the seller. 

It's the same as shipping an item using 'Ebay International Shipping' and 'Kmart'. Nothing is the same, the most important part of it NOT being the same is

EIS protects Seller

Anything else simply DOES NOT

[pikabo-icu]

@wastingtime101 

Thank YOU very much!  

Now I know exactly what they look like and that says EIS right on it so very obvious.

Thanks a bunch..  This will help me a lot in the future and in answering questions for other people. 

You Rock.. 

And Sorry @vilkau that I kinda jacked your thread.. Forgive me.. 

I can't tell you how sorry I am about your label mix up. The names are so similar it's easy to do thus me asking for clarification from @wastingtime101 .  I want to make sure I choose correctly. 

Perhaps you could reach an eBay rep at their Facebook page and ask if there is ANY remedy they can offer you. It can't hurt to try. 

https://www.facebook.com/ebay/ 

[vilkau]

I finnaly got a hold of a live eBay agent and explained her my problem. She seemed to know what I was talking about and said that someone would send me an email. I am still waiting for the email. I don't know who is supposed to send me the email, what will he tell me, and why can't he or she call me. Strange.

[hartungcards]

The email will be sent to you by "the back office."  What they don't tell you is that "the back office" doesn't actually exist.

[pikabo-icu]

---

@vilkau wrote:

I finnaly got a hold of a live eBay agent and explained her my problem. She seemed to know what I was talking about and said that someone would send me an email. I am still waiting for the email. I don't know who is supposed to send me the email, what will he tell me, and why can't he or she call me. Strange.

---

@vilkau   I'm sorry... Was this an agent on the phone? Or chat?

If you haven't please contact them on the link I gave you at Facebook. They have good reps there and if anyone can help, it's them. 

If you don't have an account of Facebook, it's worth making one to contact them. Make sure to use a direct message NOT a post on their page. 

[playwithitagaintoys]

You just don't want to believe what has been explained and proven over and over and over again?

We all feel bad for you, but you used the wrong service that provides no protection.  CASE IS OVER.  You lost the item not received case. Ebay refunded the buyer. You appealed.  You lost the appeal.  CASE IS OVER. 

If you had used EIS, you would have kept 100% of your money as long as item was accepted at the hub. You would have even won a item not as described case. But you used the service that offers zero protection.  

CASE IS OVER.  Nobody will call you. Nobody will email you.  Doesn't matter what the overseas rep promised you. 

We all feel really bad for you, because we have all made rookie mistakes.  But the CASE IS OVER. Your item is gone, your money is gone, and you won't even be refunded the fees. Sorry to be blunt.  Sorry this is a horrible and expensive experience for you, but there is simply nothing that can or will be done at this point. The CASE IS OVER.

[vickyaa]

That's crazy they did that. They are suppose to cover it since it went thru their eBay hub..  I got this information from ebay here. / plus I highlighted some information below for you   https://www.ebay.com/help/policies/selling-policies/seller-protection?id=4345

Events outside your control

An item arrived late but tracking shows that you shipped on time

We automatically adjust your late shipment rate when:

• The carrier scan shows you shipped within your handling time, even if it arrives late, or
• The carrier scan shows the item arrived by the latest estimated delivery date, even if you shipped it late

If there is no tracking or the carrier didn't scan the shipment, it won't count as a late shipment if the buyer doesn't indicate the shipment was late.

You can also request removal of neutral or negative feedback where the buyer references a delivery issue but tracking shows us that you met your delivery or handling time expectations.

eBay International Shipping

When you use eBay International Shipping, you're responsible for sending the item your buyer purchased safely to the US shipping hub. If an item is damaged at the hub, or if the buyer reports that an item was lost or damaged during international shipping, we'll work with the buyer to resolve the issue. You're protected from:

• eBay Money Back Guarantee cases and payment disputes if:
  • A buyer reports an item hasn't arrived, or
  • A buyer reports an item was damaged during shipping
• Negative and neutral feedback and/or defects when:
  • A buyer reports loss or damage and we determine you are not responsible
  • The feedback comment or defect relates to a problem with shipping, and tracking shows that you shipped the package to the US shipping hub on time

For more information, see our Seller Center page about eBay International Shipping.

International carrier issues

We adjust your late shipment rate and remove negative or neutral feedback when you ship internationally and the shipment receives a domestic carrier scan within your handling time.

Severe weather or carrier disruptions caused the item to arrive late

Other protections

Seller performance standards

eBay Money Back Guarantee requests

eBay Guaranteed Fit

Protections for payment disputes

If a buyer files a payment dispute and the transaction is eligible for protection under our Payment dispute seller protections, we'll cover the amount of the dispute, waive the dispute fee, and remove negative and neutral feedback related to the transaction.

Learn more about seller protections for payment disputes.

Eligibility for protections

[vickyaa]

I forgot to respond to the talking to a real person part of your question.  When you go to the chat box  area. Put In need to talk to a  Representative . That you need to speak to a rept. Keep putting it in then  they will let someone call you  .  Good Luck.. Sorry you are going thru this. That's a lot of  money to lose..

[vilkau]

I did speak to a rep. She was aware of the problem and said someone would get back to me. I asked if they wil lcall, and she said: no, they will send an email. That was a day ago, and so far no emails.

[vilkau]

I did use EIS, the package went to a hub, was transferred to ASENDIA and went overseas. It was addressed to the buyer in Verona, Italy but for some reason it went to Switzerland.