International Shipping Program Fiasco

[bypixie]

Was very excited about this program. I got a sale to Mexico and got even more excited about how simple it was to set up and ship a doll. 

Fast forward a week and my customer messages saying there is a problem with the tracking and that it says it is being returned to me.

I check the tracking, and sure enough, it says that it arrived at the consolidation location, was processed, then it was returned to me for "issues"

I got on with customer support via chat AND phone. I was told by chat to give it 24-48 hours and I would get a message about what is going on. They also said my customer would get a message about the issue.

5 days later, I get the package back in the mail. I open the box, everything is just as I sent it and no explanation. So I get back on chat and phone. Phone gives me a phone number I have to call and tells me it is an insurance issue or USPS issue nothing eBay can do to help me. Chat, tells me again, to give it 24-48 hours to get an explanation.

So, I have the item but no idea 

a. why

b. what to do with the order to keep my customer happy

c. what will happen on the finance side of things for myself and the customer

This was my first shipment, it is not a prohibited item to Mexico (it is just a doll, Magic Nursery) 

It is an in-expensive item but I try to offer the best customer service I can. This is not conducive to doing such since I have no idea what to tell my customer.  

[heckofagame]

Mexico does have some restrictions on dolls. I am not familiar enough with Magic Nursery to attempt to give you a reason. 

[bypixie]

Hi, I have looked everywhere and cannot find issues with shipping dolls to Mexico. Can you point that out to me? I have shipped 100s to Mexico on my own and never had an issue. (From many sites including Ebay.) 

[heckofagame]

Not allowed to ship a doll to mexico? - The eBay Community

This thread mentions that toys cannot be imported into Mexico.

Maybe the cartels don't like them. LOL

[bypixie]

Wow, that is ODD, the USPS website does not list them as prohibited, and I see that the US Trade website now lists mechanical parts dolls as a no no, but this does not have that or anything. 

It was listed in the doll category, purchased by someone in Mexico using the international Shipping program, if eBay knew it was not an allowed item through their program why are they allowing those categories to go to Mexico? 

This has me all confused, still cannot get a straight answer from eBay at all. Just got an email that told me to file for a lost package to get re-imbursed since customs lost it. BUT, it was returned to me by the center never made it south.  I have gotten 7 different answers now and still no resolution or concern for my customer.

[heckofagame]

I'm thinking that it was a judgement call from a person in the processing center.  

[wastingtime101]

Section K at the bottom = toys

https://bado.mx/articles/2827/rgce-2020/annex-17-of-the-general-rules-of-foreign-trade/

[bypixie]

So, this got figured out finally.

I got the doll back, I messaged chat, phone call, chatted with FB for business, and posted here to get a solution. Ultimately, between email and FB for business I was able to figure things out.

Here is the solution to the issue I posted above.

1. I had thought I was upgraded into the new eBay international shipping. It turns out, that when they emailed me when it first started to be one of the first people in, I did not get setup instructions. SO, I had turned all of my international shipping to eBay international thinking that was what I needed to do. This was INCORRECT. That is a shipping program through a third party, and, that third party uses shipping methods that choose to block all toys going to Mexico. So, this is why it was sent back to me.

2. To use the new eBay shipping method for international, I just had to turn off international shipping. This set it to automatically use it. I was able to have my buyer re-purchase and they were able to do so immediately, they also told me it was much cheaper for them.  I was told by support that those toys are allowed in the new program but not the old.

SO, this matter is finally resolved. It took awhile, and I think it shows a flaw in what is happening with eBay's ability to help sellers give accurate information to customers who just want what they ordered.

Thanks everyone.

[dpinkangel]

it happened to me twice both times I sent a barbie doll to mexico and they were returned, they told me dolls were not allowed to be sent to mexico?? it seems a lil crazy...