eBay International Shipping Illinois Hub

[dustin.styner]

Does anyone have any recent experiences to share that could shed light on how quickly packages are being processed at the international hub in Illinois? I've read a bunch of horror stories, but was hoping to get some recent reports that show what the typical processing time is.

Thanks!

[marnotom!]

I don’t think you’re going to get a lot of people flocking to this discussion board for the express purpose of responding to your question, unfortunately.

There were a rash of threads and posts on the eBay International Shipping hub that popped up in the past week or so and they can be found just by scrolling down the thread list. They may be some of the ones you’ve found, though.

[lotzofuniquegoodies]

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@marnotom! wrote:

I don’t think you’re going to get a lot of people flocking to this discussion board for the express purpose of responding to your question, unfortunately.

There were a rash of threads and posts on the eBay International Shipping hub that popped up in the past week or so and they can be found just by scrolling down the thread list. They may be some of the ones you’ve found, though.

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There seems to be a similar volume of "reports" on the dot com board as of late. If it was a contest those posts would be winning. Hopefully eBay realizes that there may be a bit of a logjam at eIS central and is working to  identify the problem and then finding a solution. Problems like these do nothing to help user confidence. (Both buyers and sellers.)

-Lotz

[marnotom!]

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@lotzofuniquegoodies wrote:There seems to be a similar volume of "reports" on the dot com board as of late. If it was a contest those posts would be winning. Hopefully eBay realizes that there may be a bit of a logjam at eIS central and is working to  identify the problem and then finding a solution. Problems like these do nothing to help user confidence. (Both buyers and sellers.)

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I did a search for similar posts on the UK and Australian eBay community boards and couldn't find any complaints along these lines, @lotzofuniquegoodies.  Of course, it may be that UK and Aussie buyers don't generally purchase from the United States anyway because of the expense.  I did find one post on the UK boards from a buyer who purchased an item in late March.  It went through the Illinois hub just fine but appears to have been delayed two weeks at Heathrow before moving on to the buyer.

[lotzofuniquegoodies]

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@marnotom! wrote:

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@lotzofuniquegoodies wrote:There seems to be a similar volume of "reports" on the dot com board as of late. If it was a contest those posts would be winning. Hopefully eBay realizes that there may be a bit of a logjam at eIS central and is working to  identify the problem and then finding a solution. Problems like these do nothing to help user confidence. (Both buyers and sellers.)

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I did a search for similar posts on the UK and Australian eBay community boards and couldn't find any complaints along these lines, @lotzofuniquegoodies.  Of course, it may be that UK and Aussie buyers don't generally purchase from the United States anyway because of the expense.  I did find one post on the UK boards from a buyer who purchased an item in late March.  It went through the Illinois hub just fine but appears to have been delayed two weeks at Heathrow before moving on to the buyer.

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@marnotom! 

I'm having the feeling that because for US sellers eIS is basically the default shipping method it's become a case of system overload. Not enough infastructure to process the volume. As anything gets processed it should be going in containers. (Metal Cages). Those cages as they are filled go on whatever transport truck they are using. As soon as they are full they "should" be happily = promptly on their way. If this is not going on, then Houston, we have a problem. I can't see it being a fly by night trucking company that this been left to for handling. Normally when there are problems like this showing up...They get addressed as soon as they are recognized. Or they should be!! Is there is a problem with accountability on this file?

-Lotz

[marnotom!]

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@lotzofuniquegoodies wrote:

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I'm having the feeling that because for US sellers eIS is basically the default shipping method it's become a case of system overload. Not enough infastructure to process the volume. As anything gets processed it should be going in containers. (Metal Cages). Those cages as they are filled go on whatever transport truck they are using. As soon as they are full they "should" be happily = promptly on their way. If this is not going on, then Houston, we have a problem. I can't see it being a fly by night trucking company that this been left to for handling. 

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I'm also suspecting system overload, but I think it's playing out a little differently than what you're suggesting.

I think what's happening is that items are getting checked into a warehouse (the "left with individual" tracking event) and sitting there until the hub is able to take them in.  However, the items aren't getting sorted or arranged by their arrival date and the stuff that gets warehoused first ends up being the last items that get checked into the hub, hence we get some items that take just a few days to get checked into the hub, and some items that take a week or even longer to get checked in.

If you recall, the USPS Chicago International Sort Center had and may still have this issue.  In fact, part of me wonders if some of this delay at the hub may be caused by the ISC telling the parcel contractor to hold off on getting the consolidated sacks or pallets out to them until the Sort Center is ready to receive them.

[lotzofuniquegoodies]

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@marnotom! wrote:

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@lotzofuniquegoodies wrote:

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I'm having the feeling that because for US sellers eIS is basically the default shipping method it's become a case of system overload. Not enough infastructure to process the volume. As anything gets processed it should be going in containers. (Metal Cages). Those cages as they are filled go on whatever transport truck they are using. As soon as they are full they "should" be happily = promptly on their way. If this is not going on, then Houston, we have a problem. I can't see it being a fly by night trucking company that this been left to for handling. 

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I'm also suspecting system overload, but I think it's playing out a little differently than what you're suggesting.

I think what's happening is that items are getting checked into a warehouse (the "left with individual" tracking event) and sitting there until the hub is able to take them in.  However, the items aren't getting sorted or arranged by their arrival date and the stuff that gets warehoused first ends up being the last items that get checked into the hub, hence we get some items that take just a few days to get checked into the hub, and some items that take a week or even longer to get checked in.

If you recall, the USPS Chicago International Sort Center had and may still have this issue.  In fact, part of me wonders if some of this delay at the hub may be caused by the ISC telling the parcel contractor to hold off on getting the consolidated sacks or pallets out to them until the Sort Center is ready to receive them.

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Distribution centres have failsafes so that should never happen.  If it does, it is corrected.  Issue being eIS/eBay appears to be slow to the dance recognizing or even addressing based on complaints. That's why  it's called FIFO. First in...First out. It's been around forever.

Quote of the day: "You can't be first, but you could be next."

[aramatic]

One of my packages stopped in its tracks at the International Hub on 5 April, languished there for 17 days, and finally made it across the border to Mississauga today (24 April).  Ohers have reported similar hold-ups beginning on 5 April. Perhaps a calamity of some sort overtook a warehouse.

[marnotom!]

Can you go into a little more detail on that, @aramatic? Was the April 5 scan a “received at the hub” scan or a “left with individual” scan? When did it leave the hub and what are the scan events between then and today?

[aramatic]

Arrived at hub 5 April, all inspections passed 22 April. I'd almost given it up for lost.

[reallynicestamps]

And of course, how many days past the last estimated date for arrival did you actually receive it?

I asked devon@ebay  about the eIS policy on parcels refunded while in transit that are later received.

He tells us that like GSP, the buyer gets to keep the money and the purchase.

Perhaps the eIS insurer will point out that they should hire a few more workers to get stuff moving rather than paying out on failed transactions.

[marnotom!]

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@reallynicestamps wrote:

And of course, how many days past the last estimated date for arrival did you actually receive it?

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Item’s still in transit, @reallynicestamps. @aramatic noted in his first post on this thread that there was a scan event in Mississauga today.

[zzzyzygy]

It has always been a useless service, just like its predecessor. In addition to being slow, they don't make any effort to fill in the customs declaration to Canada correctly. I recently purchased a Canadian-made model kit from a US seller. The eBay International Shipping declared it as machinery from China. That cost me $30 in duty, taxes and fees. It is the third time eBay International Shipping has made that mistake. In short, it is an incompetent operation. I will now only purchase from US sellers that ship directly with USPS.

[marnotom!]

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@zzzyzygy wrote:

It has always been a useless service, just like its predecessor. In addition to being slow, they don't make any effort to fill in the customs declaration to Canada correctly. I recently purchased a Canadian-made model kit from a US seller. The eBay International Shipping declared it as machinery from China. That cost me $30 in duty, taxes and fees. It is the third time eBay International Shipping has made that mistake. In short, it is an incompetent operation. I will now only purchase from US sellers that ship directly with USPS.

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I'm not a big fan of the eBay International Shipping scheme, either, @zzzyzygy, but I've come to realize that many of its errors and quirks are due to the information provided by the seller, or lack thereof.  In that latest item that you purchased, there's no information on the model kit's country of origin or manufacture, and it's pretty light on other specifications that could have been added to help the eIS's AI create a more accurate customs declaration.

Also, your seller states in the listing description that they ship to Canada via USPS.  Did you take that up with the seller before you placed your bid?

[reallynicestamps]

Yes it's still in transit,  as of April 25, but when is the last date for delivery?

No point in being upset until that date passes.

[1bad86gt]

 Ebay shipping program is brutal . My item took just over 30 days and it sat at the hub in IL for weeks . It got so bad that I called EBay support not once but twice and they advised that they would be refunding my purchase because it went past the Ebay shipping times . Both Ebay reps sent in requests for refunds and told me that I would be refunded and if the item did finally show up then I could keep it . 

 Ebay never refunded me instead they waited and waited and waited and finally it arrived 32 days from California to Edmonton . Ebay never refunded me even though their reps told me they would . I called again and spoke to another adviser who stated 1 ) I would not be refunded , it had been denied 2) she said there were no notes from the other 2 reps that I would be refunded but I know she was lying because the 2cd rep read me the notes the first rep made

 I am no longer going to use Ebay and I have been with them for over 20yrs . Their shipping service is brutal and its painfully slow and in some cases they lose items . 

 They are using DHL and I also called them and was given nothing but attitude and they blamed the slow shipping on Ebay and accepted no responsibility at all and then gave me massive attiude when I asked why it was taking so long

 What I do not understand is why it was first shipped USPS to the hub , then DHL gets involved and then they hand it off to Intercom to complete the delivery ....its a complete mess . As mentioned I won't ever be using Ebay again and am going to close my account , it's a complete sh*t show . 

[mrdutch1001]

I agree the EIS program is not a trustworthy service but neither is the eBay phone customer service as those reps are "customer service" in name only and have no working knowledge of the shipping system and there is no longer any credible "eBay customer service", so therefore no accountability for what they say or do. The eBay chat line was a former better option but that too has lost any credibility. A possible last resort attempt at any satisfaction "may" sometimes be attained by contacting eBay through their Facebook business page.

[lotzofuniquegoodies]

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@marnotom! wrote:

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@zzzyzygy wrote:

It has always been a useless service, just like its predecessor. In addition to being slow, they don't make any effort to fill in the customs declaration to Canada correctly. I recently purchased a Canadian-made model kit from a US seller. The eBay International Shipping declared it as machinery from China. That cost me $30 in duty, taxes and fees. It is the third time eBay International Shipping has made that mistake. In short, it is an incompetent operation. I will now only purchase from US sellers that ship directly with USPS.

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I'm not a big fan of the eBay International Shipping scheme, either, @zzzyzygy, but I've come to realize that many of its errors and quirks are due to the information provided by the seller, or lack thereof.  In that latest item that you purchased, there's no information on the model kit's country of origin or manufacture, and it's pretty light on other specifications that could have been added to help the eIS's AI create a more accurate customs declaration.

Also, your seller states in the listing description that they ship to Canada via USPS.  Did you take that up with the seller before you placed your bid?

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@zzzyzygy 

@aramatic 

@reallynicestamps 

Very optimistically speaking one would/should think that someone from eBay in an official capacity would drop by on both ca and com and address the consistent reports of problems with this program. Any problems from both ends....buyers AND sellers does not make eBay look like a place to head to. Stating they are actually working on addressing and correcting these problems. Being a place to just vent is not solving anything. And wasn't it eBay that always suggesting (pushing) sellers ship with tracking? My guess is most buyers that are checking tracking are doing so either for an eta or who it could/would/might be passed off in the end. Unfortunately that information is NOT available until too late in the process.

-Lotzofuniquegoodies

@marnotom! If sellers are making mistakes that are causing problems(delays) within eIS are they being advised? Maybe they could lose their priviledges for using eIS? Hey, just a thought!! You only do things right when you know what is actually required to make for a sucessful shipment.

[reallynicestamps]

Making it impossible to buy the shipping label to the eIS plant without an HS number and/or weights and dimensions would make most of the duty overpayment questions disappear.

I doubt we could get US sellers to use anything as sensible as the HS codes, but weight and dimensions shouldn't be too much of a stretch.

[marnotom!]

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@1bad86gt wrote:

 Ebay shipping program is brutal . My item took just over 30 days and it sat at the hub in IL for weeks . It got so bad that I called EBay support not once but twice and they advised that they would be refunding my purchase because it went past the Ebay shipping times . Both Ebay reps sent in requests for refunds and told me that I would be refunded and if the item did finally show up then I could keep it 

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I suspect a nuance was missed or not communicated well.  eBay isn't like Domino's pizza.  There's no "get in in thirty days or its free" guarantee.  What the reps were probably trying to say is that as it's been "x" amount of time and you haven't received your item, you should be entitled to a refund.  Once the item was received, the condition for the refund was no longer present.  Yes, the refund process was probably dragged out in your case because there was no evidence that your item had dead-ended and it was still considered "in-transit", but that sometimes happens in cases involving sellers who ship directly to their buyers instead of using a forwarding or intermediary service like what eBay offers for international shipments.

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@1bad86gt wrote:

I am no longer going to use Ebay and I have been with them for over 20yrs . Their shipping service is brutal and its painfully slow and in some cases they lose items . 

Have you lost anything through this program or are you just going by what you've read on these discussion boards?  My take on many of these "lost" items is that they're ones that, for whatever reason, the eBay International Shipping system can't/won't handle but this information isn't getting communicated to the buyer.  Most of them do seem to get refunds for these items pretty easily, though.

As for not using eBay in the future, fair enough, that's your right.  Just keep in mind that not all US sellers make use of the services of "eBay International Shipping" and your fellow Canadians certainly don't.  Why would you want to shun sellers who do a good job of shipping without eBay's help?

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@1bad86gt wrote:What I do not understand is why it was first shipped USPS to the hub , then DHL gets involved and then they hand it off to Intercom to complete the delivery ....its a complete mess . As mentioned I won't ever be using Ebay again and am going to close my account , it's a complete sh*t show . 

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Your seller shipped the item to the Illinois hub in the same way that they would have shipped the item to any buyer in the United States.  After that, the item's handling to Canada is determined by the nature of the item and its final destination.  DHL 's involvement seems to be a pretty recent development in the eIS story.  eIS is still very much a work in progress, and I suspect that the unique nature of shipping to Canada presents a lot of challenges that aren't present for most of the other 199 or so countries served by eIS.

For what it's worth, if you had filed a claim through eBay's Money Back Guarantee scheme which is pretty much automated, the outcome could well have been different than the one you got by dealing with human beings.