FedEx overbilling. | Selling | eBay Canada EN

FedEx overbilling. | Selling | eBay Canada EN

Buying & Selling

FedEx overbilling.

Summary: othersimon expressed frustration about being overbilled by FedEx when shipping an item through eBay, with FedEx charging as if the package weighed significantly more than it actually did. They have struggled to get a resolution from eBay customer service, even after multiple attempts, and shared their concerns with the forum. reallynicestamps advised against using FedEx and suggested contacting eBay through social media for a more effective response. brettjet38 pointed out that the blame lies with FedEx, but reiterated the advice to avoid their services. lotzofuniquegoodies mentioned this issue as known and advised sharing an alert number to track the case. regs43 and flipistics discussed the issue of lacking official receipts for audits and how this complexity impacts tax processes. Many participants expressed similar frustrations and have decided to avoid using FedEx due to repeated overbilling issues.

Hey there,
Anyone else a little miffed, or incredibly disappointed and frustrated, at being overbilled by FedEx then having to repeatedly contact ebay customer service to try and get some kind of refund ? I was billed $193.92 cad after shipping a vinyl Lp to the US, this after purchasing a $ 21.95 label a week or so prior - looking at the summary in the shipping label section of my orders, the upcharge is apparently due to FedEx billing me for a package weighing close to 20kg, ie almost 30 times the weight of the 650g package I dropped off, they state it had totally different dimensions to the standard Lp mailer used also. Obviously they weighed a different package altogether, it's not my mistake at all, but I'm still left out of pocket approx $175 for this sale a month later, ebay having simply taken the money, as well as their fees, from a subsequent payout. I've contacted CS multiple times, have even contacted FedEx, but I'm still no closer to getting a resolution, just repeated assurances that ebay will put in a query, that I should get some kind of response within 72 hours... A month later and I've got nothing though, am no closer to any kind of satisfaction or refund at all.
A quick look around the internet and it seems this
overbilling issue is pretty
common for ebay sellers with FedEx, esp lately - has anyone
here managed to get their money back ? If so, pls outline
steps made.
Many thx,
S.

othersimon

503 View listings

Posted 2 years ago·Last reply 1 year ago

22 comments

toonify

·1 year ago

Yes. Im experiencing the same issue from FedEx ($200 total in extra charges) i stopped using their services as of yesterday. Canada post never overcharges me. UPS only once.

lotzofuniquegoodies

·2 years ago

@othersimon wrote:
Hey there,
Anyone else a little miffed, or incredibly disappointed and frustrated, at being overbilled by FedEx then having to repeatedly contact ebay customer service to try and get some kind of refund ? I was billed $193.92 cad after shipping a vinyl Lp to the US, this after purchasing a $ 21.95 label a week or so prior - looking at the summary in the shipping label section of my orders, the upcharge is apparently due to FedEx billing me for a package weighing close to 20kg, ie almost 30 times the weight of the 650g package I dropped off, they state it had totally different dimensions to the standard Lp mailer used also. Obviously they weighed a different package altogether, it's not my mistake at all, but I'm still left out of pocket approx $175 for this sale a month later, ebay having simply taken the money, as well as their fees, from a subsequent payout. I've contacted CS multiple times, have even contacted FedEx, but I'm still no closer to getting a resolution, just repeated assurances that ebay will put in a query, that I should get some kind of response within 72 hours... A month later and I've got nothing though, am no closer to any kind of satisfaction or refund at all.
A quick look around the internet and it seems this
overbilling issue is pretty
common for ebay sellers with FedEx, esp lately - has anyone
here managed to get their money back ? If so, pls outline
steps made.
Many thx,
S.

@othersimon

This is actually a known open issue. Unable to confirm how long it has been worked on or how close to being resolved. When you do get a hold of social media give them this alert number and get yourself added to the ticket. Strength in numbers situation.

Seller has been overcharged for FedEx shipping label

Reference ID: ALERT15247

Full list attached. With past versions of this discussion it included the alerts that had been resolved. This info is now MIA for some unknown reason. I guess hiding the evidence.

https://community.ebay.com/t5/Report-eBay-Technical-Issues/Current-and-resolved-technical-issues-updated-as-of-06-11-2024/m-p/33786064#M112408

othersimon

OP2 years ago

Thx for that link - that looks useful, though it seems less a "technical" issue to me, more a lack of coherent policy for dealing with a known problem on the part of ebay.
Not to get too conspiratorial here, but I do wonder what happens when sellers state their case, prompt ebay to seek a refund of overbilled
shipping charges from FedEx,
then get worn down by dealing with eBay CS for weeks on end and simply let it go. I can't afford to do this but would easily give up if it was 20 bucks or so - how many sellers do this and just what happens to those requests made by eBay to FedEx ? Does ebay pursue the refund process anyway ?

lotzofuniquegoodies

·2 years ago

@othersimon wrote:
Thx for that link - that looks useful, though it seems less a "technical" issue to me, more a lack of coherent policy for dealing with a known problem on the part of ebay.
Not to get too conspiratorial here, but I do wonder what happens when sellers state their case, prompt ebay to seek a refund of overbilled
shipping charges from FedEx,
then get worn down by dealing with eBay CS for weeks on end and simply let it go. I can't afford to do this but would easily give up if it was 20 bucks or so - how many sellers do this and just what happens to those requests made by eBay to FedEx ? Does ebay pursue the refund process anyway ?

@othersimon

There have been a few that have been able to get reversals. Unsure of what the exact process is to do that. You are not the first this has happened to and you unfortunately won't be the last. eBay Labels on ca has been glitchy from the get go. A number of sellers have asked for an official receipt for labels with each transaction. That was asked for over a year ago. Nothing is in the cards on that as of yet. Without an actual breakdown of charges very difficult to pursue. Not impossible but not easy. As others stated you may have better luck with the social media contacts and then direct with cs and fedex. And then cross fingers.

This is a discussion I started a few months ago. There was never any follow up.

https://community.ebay.ca/t5/Seller-Central/For-anyone-that-uses-Fedex-Important-message/m-p/506498

Here is another situation. There may be something that might help in there.

https://community.ebay.ca/t5/Seller-Central/FedEx-CHARGES-240-EXTRA-for-a-25-Label-printed-on-eBay-A-MONTH/m-p/503862

regs43

·2 years ago

@lotzofuniquegoodies wrote:
@othersimon wrote:
Thx for that link - that looks useful, though it seems less a "technical" issue to me, more a lack of coherent policy for dealing with a known problem on the part of ebay.
Not to get too conspiratorial here, but I do wonder what happens when sellers state their case, prompt ebay to seek a refund of overbilled
shipping charges from FedEx,
then get worn down by dealing with eBay CS for weeks on end and simply let it go. I can't afford to do this but would easily give up if it was 20 bucks or so - how many sellers do this and just what happens to those requests made by eBay to FedEx ? Does ebay pursue the refund process anyway ?

@othersimon

There have been a few that have been able to get reversals. Unsure of what the exact process is to do that. You are not the first this has happened to and you unfortunately won't be the last. eBay Labels on ca has been glitchy from the get go. A number of sellers have asked for an official receipt for labels with each transaction. That was asked for over a year ago. Nothing is in the cards on that as of yet. Without an actual breakdown of charges very difficult to pursue. Not impossible but not easy. As others stated you may have better luck with the social media contacts and then direct with cs and fedex. And then cross fingers.

This is a discussion I started a few months ago. There was never any follow up.
https://community.ebay.ca/t5/Seller-Central/For-anyone-that-uses-Fedex-Important-message/m-p/506498

Here is another situation. There may be something that might help in there.

https://community.ebay.ca/t5/Seller-Central/FedEx-CHARGES-240-EXTRA-for-a-25-Label-printed-on-eBay-A-MONTH/m-p/503862

Yes official recipts would be really nice. I was audited this year and if they had asked for any of my ebay labels I have realy nothing to show them other then a transaction report. Any Canadian tax I asked back for any of thoese labels would likely have been rejected in that event (50.00 roughly). I don't think ebay understand transperency and accounting? Maybe one day! Usaully takes a few years to fix any issues.

I still wonder if its the ebay side of things pre calculating the cost or and issue with Fedex not passing along more accurate quotes. But the issue of them weighing someones box wrong via computer on a conveyer belt is a whole other story. I guess if you had a drop off recipt where the person at the counter weighed and measured the box you could have a leg to stand on?

flipistics

·2 years ago

@regs43 wrote:
Yes official recipts would be really nice. I was audited this year and if they had asked for any of my ebay labels I have realy nothing to show them other then a transaction report. Any Canadian tax I asked back for any of thoese labels would likely have been rejected in that event (50.00 roughly). I don't think ebay understand transperency and accounting? Maybe one day! Usaully takes a few years to fix any issues.

I ended up not even claiming the tax on them (according to what I read, you aren't allowed to even for ones below the threshhold unless there's reasonable indication of what tax was paid, even if the amount isn't shown). Cost me quite a lot of money. I'm beginning to think about using my own Canada Post account for domestic orders over 200g and going to an HST province. Even at level 1, I might come out ahead. The risk is that eBay finally follows the law and issues us the receipts for past labels as well, which would then cost me a bunch of money.

regs43

·2 years ago

@flipistics wrote:
@regs43 wrote:
Yes official recipts would be really nice. I was audited this year and if they had asked for any of my ebay labels I have realy nothing to show them other then a transaction report. Any Canadian tax I asked back for any of thoese labels would likely have been rejected in that event (50.00 roughly). I don't think ebay understand transperency and accounting? Maybe one day! Usaully takes a few years to fix any issues.

I ended up not even claiming the tax on them (according to what I read, you aren't allowed to even for ones below the threshhold unless there's reasonable indication of what tax was paid, even if the amount isn't shown). Cost me quite a lot of money. I'm beginning to think about using my own Canada Post account for domestic orders over 200g and going to an HST province. Even at level 1, I might come out ahead. The risk is that eBay finally follows the law and issues us the receipts for past labels as well, which would then cost me a bunch of money.

Good to know! I will exlude this coming tax year just so it doesnt become an issue. I had tried to find some information to read about the threshold etc, but didn't seem to find much. I only really use expedited lite for collectables a few times a month, but 50$ is still 50$ LOL (or more if I manage more orders needing tracking or in other sellers cases)

Sorry to send the topic a bit off track!

flipistics

·2 years ago

@regs43 wrote:
@flipistics wrote:
@regs43 wrote:
Yes official recipts would be really nice. I was audited this year and if they had asked for any of my ebay labels I have realy nothing to show them other then a transaction report. Any Canadian tax I asked back for any of thoese labels would likely have been rejected in that event (50.00 roughly). I don't think ebay understand transperency and accounting? Maybe one day! Usaully takes a few years to fix any issues.

I ended up not even claiming the tax on them (according to what I read, you aren't allowed to even for ones below the threshhold unless there's reasonable indication of what tax was paid, even if the amount isn't shown). Cost me quite a lot of money. I'm beginning to think about using my own Canada Post account for domestic orders over 200g and going to an HST province. Even at level 1, I might come out ahead. The risk is that eBay finally follows the law and issues us the receipts for past labels as well, which would then cost me a bunch of money.
Good to know! I will exlude this coming tax year just so it doesnt become an issue. I had tried to find some information to read about the threshold etc, but didn't seem to find much. I only really use expedited lite for collectables a few times a month, but 50$ is still 50$ LOL (or more if I manage more orders needing tracking or in other sellers cases)

Sorry to send the topic a bit off track!

Yeah, it's a bit confusing. I'd rather be cautious than try to claim too much and have to deal with fines, etc and probably lifelong audits.

This seems to indicate that you don't need it for purchases under $30. https://www.canada.ca/en/revenue-agency/services/tax/businesses/topics/gst-hst-businesses/complete-file-input-tax-credit.html

This seems to indicate however that what we receive from eBay wouldn't be sufficient (see point 22). https://www.canada.ca/en/revenue-agency/services/forms-publications/publications/8-4/documentary-requirements-claiming-input-tax-credits.html

I'm certainly not a tax expert, but my personal decision was that it wasn't worth the risk of them rejecting the documentation, especially since they could potentially fine you something like $100 for each infraction (label).

The good news is that if they eventually retroactively give us the tax breakout, we can amend our filing and claim it.

reallynicestamps

·2 years ago

Never put down to conspiracy what can be explained by incompetence.

othersimon

OP2 years ago

"Never put down to conspiracy what can be explained by incompetence."

I'd agree - only to a point though.
Given the level of repetition and straight up dishonesty I've endured from ebay customer service over the last couple of months, this whole sad mess is looking a lot less like simple incompetence, feels much more like policy.

lotzofuniquegoodies

·2 years ago

@othersimon wrote:
"Never put down to conspiracy what can be explained by incompetence."

I'd agree - only to a point though.
Given the level of repetition and straight up dishonesty I've endured from ebay customer service over the last couple of months, this whole sad mess is looking a lot less like simple incompetence, feels much more like policy.

@othersimon

@reallynicestamps

@regs43

@flipistics

Apparently there is a form of revised invoice that sellers can get. It is just not offered or send to ca sellers. Discovered this on com the other day.

brettjet38

·2 years ago

A / You need to contact FedEx not eBay, they processed the package, not eBay.

B/ NEVER, EVER use FedEx, they are famous for this kind of thing, overcharges are a part of the structure of this Corporation and have been like this for decades.

C/ I will NEVER USE FedEx, EVER!

othersimon

OP2 years ago

Yes, I get the "never use FedEx" bit as mentioned above; fwiw I actually got account with them hoping they'd offer help but they insist that it has to go thru ebay since that was where I
purchased the label originally - this despite acknowledging a mistake had been made, I'd been overcharged etc...
I'd agree with this, though some CS and a refund from FedEx would have been good given the amount of time wasted dealing with eBay.

brettjet38

·2 years ago

I bet your package being flat got stuck up against another package that was larger and your label got scanned, that would explain the how.

Were you charged through eBay for the excess fees from FedEx? or was it sent to you from FedEx directly?

othersimon

OP2 years ago

I was billed directly by eBay, not FedEx. Ebay simply skimmed 193.92 out of a subsequent payout with no
warning or explanation - usually they give a few days notice before taking payment for fees or labels but not for this one. I'd have protested before they took it if I'd had notice beforehand.

brettjet38

·2 years ago

So eBay needs to refund you the full amount.

You have the listing of the item shipped to back you up, so it will be obvious to prove the item did not weigh what was charged and you should not be held accountable for their (FedEx) errors.

lotzofuniquegoodies

·2 years ago

@brettjet38 wrote:
I bet your package being flat got stuck up against another package that was larger and your label got scanned, that would explain the how.

Were you charged through eBay for the excess fees from FedEx? or was it sent to you from FedEx directly?

@brettjet38

I got a .38 cent upcharge on a delivered expedited CP shipment the other day. Was bad enough it got cubed up the ...... when it processed originally. Only thing I can think of it the extra charges will a fuel update vs cubing. Means the buyer did not get a correct invoice and seller takes the hit. Hard to know for sure because eBay doesn't send any anything in the way of an explanation when the magically find a reason to increase a bill for shipping arrives. Just gets "applied" to the original reference after the fact. Basic accounting 101 would be an actual detailed invoice. Well, except when it comes to eBay. If an explanation was included it would reduce any confusion and sellers would know what to look for when creating a shipment before hitting confirm.

-Lotz

As a side, I NEVER saw these mystery charges with PayPal or Shippo in the past. They are infrequent with eBay Labels but they still appear from time to time. The Fedex situations sound like a whole other mess that eBay refuses to acknowledge as an issue.

reallynicestamps

·2 years ago

When you say you have contacted eBay many times you do mean by a social media chat right?'

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

 https://www.facebook.com/ebay— Message button in upper right on landing page.

https://www.instagram.com/ebayforsellers/

 https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.  

The social media Chat accounts are covered by trained eBay employees with some authority.

Ask for the Claim/Dispute number.

And you get a transcript so you can compare what you heard with what you were told.

othersimon

OP2 years ago

Thx for that; I don't really do social media but will certainly consider it if it helps speed things up. Would agree with you about the ineffectiveness of CS - I find I've been more successful calling the 866 number in the US directly than getting a higher level rep or manager via the standard ebay help page, but they're still not really all that useful. As for not using FedEx; Yes, I'm not super impressed, will avoid them in the future on ebay certainly, but my main gripe here is the poor protocol for dealing with a pretty basic, and seemingly common, issue on the ebay end.

reallynicestamps

·2 years ago

The phone clerks work for a call centre in Utah or in the Philippines which are subcontracted by eBay.

They are poorly trained and have no authority.

The social media are staffed by eBay employees.

It helps to write out your problem and proof read it.

You will find it easier to explain the timeline and the problem, and also can state what you would consider to be a successful solution.

This also helps the clerk understand the problem and investigate possible solutions.

And use white space.

There is a reason why I make every sentence a different line.

It is easier for readers online.

And any eBay number you find online is likely to be a scammer.

EBay will call you back - you should not be phoning them.

reallynicestamps

·2 years ago

Never ship by FedEX.

Never buy from anyone who ships by FedEx.

Either FedEX has a very very poor system for assessing the correct rate for package shipment , or they are deliberately overcharging.

I suspect the former.

Never ship by FedEx.