A not nice chat with defect removal specialist yesterday and was told US policies apply to us

[dutchman48]

Called to see if I could have defects removed for late shipping as it is called and talked to a specialist.

Lo and behold I was told even though I am in Canada, the US policies apply even if they are not published on Canadian Ebay.

I guess we are 3rd class citizens that don't have a country.

The chat was not nice and a far as I am concerned, CS is totally useless for Canadian sellers.

[recped]

What was your basis to ask for removal of the "dings" (late shipping is not a "defect")?

As far as "useless", I had to make a rare call a few weeks ago, the service was excellent, my situation was understood and resolved in just a couple of minutes.

[dutchman48]

Buyer stated it was held up at Customs and was not my fault. Also have a stamped post office receipt. My beff is that they use the policy from the US as below but could not find a similar policy on the .ca site

They just kept talking about tracking which is from what I can find, a US policy as she nor I could find a similar policy in Canada that states tracking is a requirement to remove a shipping defect.

Here is the US policy she used and referred me to which I know about and is from the .com site

http://pages.ebay.com/help/policies/defect-removal.html

[ypdc_dennis · Accepted solution]

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@dutchman48 wrote:

Buyer stated it was held up at Customs and was not my fault. Also have a stamped post office receipt. My beff is that they use the policy from the US as below but could not find a similar policy on the .ca site

They just kept talking about tracking which is from what I can find, a US policy as she nor I could find a similar policy in Canada that states tracking is a requirement to remove a shipping defect.

Here is the US policy she used and referred me to which I know about and is from the .com site

http://pages.ebay.com/help/policies/defect-removal.html

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Real world doesn't matter on .ca either.

Not eligible for removal: "Late shipment appeals for transactions without tracking to verify on-time order fulfilment or delivery."

Source: http://pages.ebay.ca/help/policies/defect-removal.html on eBay.CA

Not difficult to find for Canada -- in this case a simple swap of ca for com in the URL works.

-..-

[dutchman48]

Thank you for that.

Funny the CS rep could not find it. not really.

I guess that means more late shipping defects from the US as Customs is becoming more difficult in and out of the US from what I have heard.

[katlover1952]

How did you get the late defect? Assume the buyer answered the question - did it arrive by estimated date?

is customs becoming slower now?

if so this could certainly become a problem for us Canadians who do not use the tracked packet ( I rarely do) when selling to US buyers ( which the majority of mine are). So far have not had issues but always a concern. I do have a 3 day handling time so perhaps that is why I have been fortunate to date. 

[dutchman48]

I got 2 from the same buyer. 2 separate sales shipped together, held up in customs which buyer emailed me happened, 2 he marked not arrived by specific date. I got 2 defects due to Customs.

Ebay could care less and I only assume that due to the mess in the US more will be delayed at Customs.

I have 2 day but if it is held up at customs, that extra day will not matter.

Ebay needs to get rid of this BS for Canadians as out tracking is absurd for lower priced items.

It is getting worse and all my late shipping defects have come from the US where only a small number of sales go, all I may add as light packet which I think have a problem at customs now.

Letter mail does not seem to have issues.

[katlover1952]

I totally agree with you. Once we get it in the mail we have no control over how long it takes to get there. Guess I have just been lucky so far. I sell mostly low priced items & Canada Post's tracked packet is just ridiculously over priced IMO. It is much more reasonable for  them to add tracking in the US. This should not cause defects for us Canadian sellers. I don't know why they could not use the dates label purchased if done on PayPal. Isn't this what they use for tracked packets or do they use the date entered into postal,system. If the latter that could be a problem if PO forgets to scan when first dropped off & I know this has happened.