EIS Cancelled a Sale and is Keeping the Item | Selling | eBay Canada EN

EIS Cancelled a Sale and is Keeping the Item | Selling | eBay Canada EN

Buying & Selling

EIS Cancelled a Sale and is Keeping the Item

Summary: The discussion revolves around an issue where a sale was reportedly canceled by a service, and they retained the item in question. material-nature initiated the discussion but no specifics about their experience are described in the content available. Several participants, including john_koenig99, reallynicestamps, and femmefan1946, engaged in the conversation, indicating they had related experiences or insights. However, the details of the interactions and any potential advice or outcomes are not provided in the content.

eBay auto-enrolled us (at a different account) to the EIS program. It has been smooth sailing for all our sales so far to Europe and Australia but our first sale to the US has been cancelled.

Yes, they refunded the buyer and we get to "keep" the sale but eBay is keeping the item - the item was a rare and valuable painting.

Is there any way to find out why it was cancelled? (So that similar items are not sold with EIS in the future.)
Is there any way to block sales to the US going through the EIS program?
Is there any way to get the painting back?

It amounts to confiscation of an item they can easily resell for more. The item was only sold at the price because of the specific buyer otherwise it would be 2-4 times the amount. eBay should not be confiscating and profitting as a strategy on the backs of sellers and buyers. It is anti-competitive, predatory, bad faith and dis-honest. The photographs are my own and the listing details are made on the back of decades of experience in the business.

There is no way this is legal.

material-nature

5 View listings

Posted 4 months ago·Last reply 4 months ago

22 comments

rdemaree

·4 months ago

EIS is a trash program.

Use chitchats, stallion express, netParcel, swiftpost, Canada post with zonos etc

Anything but the eBay shipping program

EIS costs 2-3 X the competition and takes 2-3 X in transit as well. Also they confiscate way too many things.

unless you're selling Mickey Mouse slippers or plastic cups or something else basic and you have literally no choice but to use it I'd avoid it. Awful for sellers and for buyers. It's literally only beneficial to eBay because there are way better options out there unless yoj can't be bothered to fill out an hs code and manufacturer details and other basic customs info.

john_koenig99

·4 months ago

You should really stop dissing a program that has made a big difference for sellers (like myself), as buyers from the US (and worldwide) feel more confident ordering when the shipping is handled by eBay, and it gives some reassurances than, in this day and age, not many other shipping options do.

I don't sell Mickey Mouse stuff. I sell collectible electronics, and since the inception of the program, my sells have increased by a lot. Enough said.

femmefan1946

·4 months ago

The important thing about the Money Back Guarantee is that it is a MONEY back guarantee.

material-nature

OP4 months ago

Our primary concern with this policy is in getting the item to its buyer, now and in the future. (Also, anti-competition as this means eBay is competiting with us in a market place they effectually control.)

That they have refunded the buyer and not penalized ourselves as the seller (other than potential anti-trust) is certainly appreciated. (And we understand that in so doing there must be a system that equalizes this across all parties.) This is also one of the reasons we'll likely continue to utilize the EIS during this time of wonky shipping (despite refusing to buy through it).

Policies like this are likely what keep a lot of people buying through large online platforms.

marnotom!

·4 months ago

@material-nature wrote:

Our primary concern with this policy is in getting the item to its buyer, now and in the future. (Also, anti-competition as this means eBay is competiting with us in a market place they effectually control.)

Keep in mind that as the buyer has received a full refund through eIS and there’s no mechanism within eBay for making another payment for the same listing, there is absolutely no incentive for eIS to retrieve the painting and ship it to you or to another Canadian address.

For what it's worth, items that dead-end at the US eIS hub are only available with US shipping when they are sold through the liquidator. I'm guessing that if the painting pops up again on eBay, it will have only Canadian shipping offered.

reallynicestamps

·4 months ago

(despite refusing to buy through it).

Remember it's a Seller Protection program and offers little or nothing for the buyer.

recped

·4 months ago

@material-nature wrote:

Is there any way to find out why it was cancelled? (So that similar items are not sold with EIS in the future.)
Is there any way to block sales to the US going through the EIS program?
Is there any way to get the painting back?

There is no way this is legal.

You could attempt to contact EIS and ask why it was cancelled but I expect that would be a futile waste of time. If you told us the weight, dimensions, framed or not (and what type of material used in the frame).

Understand that EIS uses general information to determine if an item qualifies. If a listing is missing any details such as Size, Weight, Materials or Country Of Origin (all in the Item Specifics) EIS may not determine if an item qualifies until it reaches their hub.

As far as getting the painting back, EIS will give it to a liquidator that will relist it on eBay at some point. If you really want to recover it you could set up a saved search and perhaps months from now it will show up on eBay at which point you could buy it back.

Of course this is legal, it's part of their terms that you agreed to AND you suffered no loss of any sort.

joywillnotstop

·4 months ago

Was the painting in a wood frame or stretched over wood? eBay seems to be blocking all wood items sent to the US using EIS. Possibly the AI didn’t pick it up in your listing and it was only discovered when a human checked it. Apparently there is a way to block US buyers from EIS using policies. I would love to see an “EIS US off” toggle, as using policies seems unnecessarily complicated for this. As a workaround you could try shipping items containing wood without EIS (by adding a lower self-ship rate for the US) — however, there’s no guarantee that these items will make it across the border.

jtg204

·4 months ago

'Apparently there is a way to block US buyers from EIS using policies'

Only a way to block US buyers completely for specific listings...it excludes a listing from both EIS and direct shipping to specific countries.

material-nature

OP4 months ago

Or not accept Offers from US Buyers.

material-nature

OP4 months ago

They are possibly blocking pre-war era wood frames?! This is way out of hand. Unforunately we had another US sale go through for a print to the states a couple of minutes prior to their cancellation of the aforementioned painting, also in a wood frame but well over 100 years old, so we shall see if there is a pattern based on the frame.

*le sigh*

reallynicestamps

·4 months ago

Is there any way to block sales to the US going through the EIS program?

Don't print out the eBay shipping label.

Instead, ship directly to the buyer.

lotzofuniquegoodies

·4 months ago

@reallynicestamps wrote:
Is there any way to block sales to the US going through the EIS program?
Don't print out the eBay shipping label.
Instead, ship directly to the buyer.

@material-nature

@reallynicestamps Yes, but would eBay eIS be refunding the buyer for what they paid for the 2 parts shipping and tariffs plus would you get the tax has been collected info for your direct shipping to customer?

Personally, to date have had no buyers ask for the alternate method. It might take some finaggling to get buyers address. Only the eIS info shows when you attempt to create the label. That would leave cancelling to guarantee customer only gets the 1 charge and then re-doing with just your outside method of shipping only.

reallynicestamps

·4 months ago

It might take some finaggling to get buyers address.

Once two parties are in a transaction, a lot of contact info can be exchanged through Messages.

An address should be no problem.Or a telephone number.

Fingers crossed.

material-nature

OP4 months ago

Someone has posted a link to the Terms of Service, and yes there may be a way to exclude US sales from the EIS.

reallynicestamps

·4 months ago

Pretty sure that any fault here lies with your buyer-- who cancelled the sale while the painting was in transit.

I wonder if, having haggled the price down, they decided to try to get it free, by cancelling the sale in the hope that it would continue to travel and they might get it free.

I am old and cynical.

EIS, and most other shippers, will not return the item because of logistics. It would cost more to find and return the item, whether it is a photo of someone's dead aunt or a diamond parure, than it would to refund the buyer and the seller and then sell off the goods to a liquidator.

recped

·4 months ago

@reallynicestamps wrote:
Pretty sure that any fault here lies with your buyer-- who cancelled the sale while the painting was in transit.

What?????? Buyers can't cancel an order after it has been shipped (in fact Buyers cannot cancel an order ANYTIME (only sellers can cancel an order). A buyer can ask for a cancellation and the seller can comply or not, 100% the sellers option.

I wonder if, having haggled the price down, they decided to try to get it free, by cancelling the sale in the hope that it would continue to travel and they might get it free.
I am old and cynical.

This is a fantasy, the buyer had nothing to do with this.

EIS, and most other shippers, will not return the item because of logistics. It would cost more to find and return the item, whether it is a photo of someone's dead aunt or a diamond parure, than it would to refund the buyer and the seller and then sell off the goods to a liquidator.

EIS don't return the item because of the 100% Seller Protections EIS offers (the only good thing about EIS). If for any reason EIS cannot deliver the order the buyers gets a refund and the seller keeps the money.

material-nature

OP4 months ago

Delivery was cancelled by eBay and no specific reason was given. Our buyer has reached out amiably and wished to have it sent to a Canadian address instead; under typical conditions we would cancel and have them re-purchase the item using their revised address. We are just trying to get the painting to its buyer.

Already being at the hub there would be no additional costs for eBay to have it sent to the updated address.

john_koenig99

·4 months ago

Yes, they get to keep it.

See numerals 8 and 9 here:

eBay International Shipping | eBay.ca

caldecott-art

·4 months ago

Thank you! For some reason I wasn't finding this document. (It could really use editing for grammar, yikes!)

material-nature

OP4 months ago

Helpful; also numeral 7.

jtg204

·4 months ago

The package size of the painting was within the size limits?

120cm in length, or 210cm in length and girth

Have you reached out to eis@ebay.ca ?