Buyer in Italy says problem with Global Shipping Program not showing charges. Unable to Pay

[Anonymous]

I have a buyer in Italy that I have been going round and round with trying to complete the sale and pay.

I Negotiated price for 2 items with buyer.   Buyer then emails me to send him invoice total including International Priority Shipping.  I advised I personally do not ship international , but I use the eBay Global Shipping Program.  

Buyer next advises he cannot pay as the shopping cart says I cannot ship to Italy. I advised again how the GSP works and he should contact his local eBay (Italy) regarding the shipping/import charges not being calculated.

Buyer then claims he did contact them and he was advised that seller should send him a new offer with international shipping included.  I told Buyer again - that is not how the GSP works.

I did call eBay(US) - they called me within 3 minutes - and went over pending sale with eBay Cust Service Rep.   They checked my account setup and all was good for GSP settings and Italy was included country.  eBay rep advised that the problem appeared to be on the Italy side and have the Buyer contact his local eBay help.

So I again sent buyer a message going over everything again but cannot seem to get anywhere. We have exchanged 6 messages back and forth and keep getting nowhere.  

On my side - I show 2 items purchased but not paid.  Buyer sent me pic of his cart showing my items but error on calculating shipping charges - seller cannot ship to address / reenter and try again.

[intlshipping@ebay]

Labels for GSP cannot be printed until the Buyer has paid through the checkout process. 

The Buyer is showing an incorrect address on his checkout screen. He cannot pay or have this order processed through GSP until this issue is fixed. I would recommend having him review the address on file and make adjustments if it is incorrect. Additionally, he can try to use a different address in Italy to confirm if the problem persists across all addresses in IT. 

He can contact local ebay Customer Service in IT to assist him if the issue continues.

[dryophelia]

@Anonymous 

Items shipped through GSP can’t be combined. Each item must have its own tracking number. 

The item may be prohibited in Italy and this is why he gets ‘seller cannot ship to address’, message. 

Italy has a massive list if things that are prohibited from entering their country. Their customs department is corrupt. If I shipped internationally, I would never ship to Italy (or Brazil). 

[Anonymous]

The Buyer did contact his local eBay Customer Service for assistance.  Here is what the response was-

" I'm Arta from eBay Customer Service and regarding your request I inform you that in order to pay for items nr 303519821547, 303672079273 you must ask the seller to update your invoice, and very simple, I'll explain what the trottinbob seller has to do.
He must go to his sales page, awaiting payment and click on Send invoice and the shipping costs for Italy and send, only in this way you can pay for these items."

The Local eBay customer service (Italy) advice to the Buyer does not seem to understand the GSP and how I as the seller do not have anything to do with international shipping charges.  

[Anonymous]

Thank You for your response.  This is first I've heard that items shipped thru GSP cannot be combined. This could be part of the problem. The 2 items are "parts" for large copy machines and I will have to research the prohibited list you are referring to.

[intlshipping@ebay · Accepted solution]

I have asked the internal GSP Product team to review the listing and the Buyer to see the best avenue for a resolution without having to cancel and repurchase the items. Still seems the issue is with the delivery address the Buyer has loaded in their application

Additionally, invoices for GSP items cannot be produced until the item has been paid for by the Buyer. This is due to the fact that the Buyers final mile delivery address is not known until checkout, and shipping costs, duties and taxes cannot be assessed until the final destination address is confirmed.

Once the Buyer enters checkout and has verified their delivery address, a call is made to determine the rate structure and D&T costs and added to the checkout under Shipping  and Import Costs. At this point in checkout, they can proceed to pay and you can generate a label, packing slip and invoice for them.

[stuff4divas]

@Anonymous   @dryophelia 

It is NOT true that multiple items CANNOT be combined into one package for GSP

Here is the wording for the program under: Best practices when using the Global Shipping Program

• If possible, ship all items in a single order in one package

Here is the link >

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/global-shipping-program?id=4646

[pjcdn2005]

This thread is from last year but you are totally correct....global shipping purchases from one seller can be combined as long as the items are paid for together.