Invoices and sold for prices are not reflecting the correct selling price in Canadian funds
Summary: tuckhouse2021 is experiencing issues with eBay invoices incorrectly displaying currency conversions for items sold, impacting the selling prices in Canadian funds. Other users, including ricarmic, confirm this problem and reference past discussions on the topic. The eBay team acknowledges the issue, promising to prioritize it but warns of potential delays due to holidays. Participants discuss personal workarounds, such as canceling and relisting items, to manage discrepancies. Despite the ongoing problem, tuckhouse2021 expresses frustration over financial losses and buyer confusion, while regs43 identifies potential causes relating to eBay's handling of offers.
Ebay is giving the price on the invoice in the wrong currency. It is doing the currency conversion but is not actually changing the dollar symbol from US to Canadian or vice versa.
regs43
·2 years agoThat looks like you sent a seller initiated offer to people watching your item. Then someone accepted it.
Ebay doesn't show in your public whats sold section the actual selling price for any item. It will either say Best offer accepted with a line through that OR in this case show it sold for 25.00 the list price, since a buyer initiated offer was not made. Ebay USED to many years ago show exact information but for 5+ years now or more they havent. But there has been 3rd party sites to see this info all along.
On your end in the seller hub you would see the offer amount a buyer accepted in this case $23.75.
tuckhouse2021
OP2 years agoYes I agree that it looks like an offer was sent and accepted for the 5 percent discount as I also had a similar 5 percent sale following. One to the US and one to the UK.
Neither of the sold notifications say anything about accepting an offer, just that it was sold. No line through etc. and I do know what you mean by that and how it looks on the page.
I saw the posts about eBay sending offers and looked at my settings and can't see anything that shows I sent an offer for these. How can I find that?. Under sent offers it just shows a few from last year and nothing for Jan. 2024 at all.
I think this is not related to my original problems with the prices being changed (about35% difference) and is somehow an ebay generated offer.
Thanks for the input.
Sorry for any confusion this has caused to my origianl issue.
intimewithmusic
·2 years agoHi @tuckhouse2021
This is how I'm handling the same issue;
1st Msg to buyer:
"I spent a couple of hours on this with eBay. The displaying the wrong currency issue has been happening now and then. Unfortunately eBay customer service cannot go into their back end and fix a corrupted order.
They instructed me to cancel your order and re-list the 9 items with new eBay item numbers. This gives the items a new identity in the store. They "shouldn't" go down the same road as before. I should then receive an invoice in Canadian currency, apply your discounts and return it to you in US currency.
I'm sorry for the inconvenience. I have to do this now. If the items are left to time out they will register on your account as being abandoned and unpaid which isn't great.
It's 10:00am pacific. All nine items should re appear in my eBay store within the hour with new item numbers. You should see them in my store at the top if you sort by "new listings".
To be sure I will also message you the nine new listing numbers here.
Thank you for your patience."
2nd Msg to buyer
"Hi,
Further to my message 30 minutes ago all 9 have been re-listed as new in my eBay store. I checked and if you go to my store and sort (top right) by "newest Listings" they will be at the top. In case that doesn't work for all nine here are their individual eBay item numbers . Enter any of them into the eBay search bar and they will come up.
Unfortunately because these are now live listings they are available for anyone to purchase.
Once again thank you for your patience."
------------------------------------------
Bottom line is I do not know if this will work but it's worth a try.
IT
tuckhouse2021
OP2 years agoThis is still a problem for me. I just received a series of orders with a request for a combined invoice and all the sold for prices are wrong.
@devon@ebay
@tuckhouse2021
@ricarmic
@byto253
@lotzofuniquegoodies
intimewithmusic
·2 years agoIt sounds counter productive but It seems like eBay wants sellers to abandon combined shipping and employ immediate payment. I just had a european customer avoid combined shipping altogether by completing checkout 10 times for one order. Of course he paid double the shipping. It's a mess.
tuckhouse2021
OP2 years agoYes mine is a mess too and I amstill having the same problem. So far I am out over 175.00 Cdn and surely losing customers as I think it makes me look like a bad seller.
I had a request from Sweden and can't send a correct invoice so dont know what to do now. I have talked with eBay again but have not heard anything back.
I have yet to respond to the current invoice request. The first time this happened the buyer paid in an effort to be helpful and I lost money, the next time I explained to the buyer, he paid straight away realizing he was getting a deal. I mailed off the packages and did not refund any for the combined shipping so I got a bit of money that way but it makes me look like a bad seller as I did not combine the postage and give them a refund as they would normally expect.
intimewithmusic
·2 years agoYou should not manipulate a European order customs form for dollar value. the only change I would make is if you need an extra line on the eBay form and the tariff code is the same for multiple items. . For International orders that have over 5 tariff codes I use Shippo. You get a proper CN23. I don't see much diff in the label cost for overseas but it depends how your Shippo account is set up.
You didn't mention the Canada Post service you use. It looks like your order would exceed $100. You can only insure overseas orders for more than $100 by using CP Xpresspost. I sent 4.5 kg to Switzerland yesterday via Xpresspost. The level 1 cost was $161 plus insurance. eBay would not even insure xpresspost for more than $1oo so agian I used Shippo. You can add any value of insurance.
If the buyer hasn't paid I would cancel this order without giving them time to pay and explain eBay sent you a "corrupted invoice". I would use "Problem with buyer's address." for the reason. You should confirm this with eBay chat (not by phone) so you have a copy of the chat transcript. they probably won't know what you are talking about and consult with others. It doesn't matter as long as they agree you need to cancel the order.
We don't do this to lose money on eBay's back end glitches. Besides the loss you may also have problems with customs and/or the buyer could claim NAD or want a refund. If the order itself is corrupted you can expect the refund request to be as well. You are better to cancel than suffer a loss.
If the buyer wants to work with you you could try cancelling the order and relist the items. See if the issue resolves. It's IMPERITIVE the buyer knows they must purchase the items as soon as they're live. Relisted items can attract attention from other buyers (watchers) They get a notification and scoop them 1st. I'm not a fan of making a "exclusive listing" unless it contains all the same photos and details of the original.
PS If you cancel the buyer's order attach a screenshot of the corrupted invoice with your message and circle the USD prices with the "CA" beside it so they see the eBay glitch and know you aren't a "bad seller".
tuckhouse2021
OP2 years agoHas anyone heard or feel that there is a resolution to this problem? I recently got multiple single orders from the same buyer so think that the combined shipping option and invoiceing is still a problem.
My sales are also down so can't judge well what has changed but I have had no combined orders that reflect the proper prices yet since this issue started before Christmas.
My buyer that requested an invoice for the 7 items has stopped answering my emails and I am unable to complete the sale(over $300.00 Canadian). I cannot invoice for the correct prices yet and she has not responded to my request to make one new combination lot as was the suggested work around. The offer to add the missing payment funds to the shipping price did not go well either. Should I cancel and take the loss as she is not answering me or is it up to her to cancel?. Will I be punished? How do I proceed with this?.
I have heard nothing back from any of the eBay help that I have talked with and the lack of eBay guidance is frustrating and discouraging.
Has anyone else that has been affected received answers or solutions?
@tuckhouse2021 @lotzofuniquegoodies @ricarmic @pjcdn2005 @byto253 @intimewithmusic
devon@ebay
ricarmic
·2 years agoI've not heard anything from the support perspective.
So far my "combo" response of providing the invoice with the inflated shipping along with a description in it advising of the reason why and the alternate option of cancelling them all and creating a single special for them item AND a separate ebay message repeating the situation and options has worked ok in my (stamps) category.
This is the text from my last one:
Hi BUYERNAME! THX for your purchases! At the moment eBay is BROKEN for cross site multi item purchases, the items you've purchased are on .CA and are listed in $C however at invoicing time eBay erroneously converts them to the US$ equivalents but left them in $C which means the prices are about 25% too low compared to what they were running at before you purchased them. The price for these 3 lots was $18.99 $C, $15.99 $C and $9.99 $C plus the shipping costs. I'm not sure what you saw them as before they were purchased but now they'll show as lower, or they will when I issue the invoice. You were of course correct that I do combine purchases, all 3 lots will ship for the shipping price of one lot, ie $9 Canadian (and I use nice stamps on the packages).
The eBay support staff have advised that the only way to fix this is to put the missing/dropped value in as "shipping" so now you'll see the shipping number increased above the $9 $C combined total to "fix" the ebay error. Hopefully you can see the drop that's happened from before you purchased the items. If this concerns you, alternatively, I can cancel these 3 items and relist as 1 Item special only for you at the correct price ($44.97 $C) and with the combined shipping cost ($9 $C) for a total of $53.97 $C. Either way is fine by me.
I am sorry for all the ebay confusion/trouble here, I really hope they fix this soon, this has been a problem for weeks!
intimewithmusic
·2 years ago@tuckhouse2021 @ricarmic
I can't agree with Ricarmic. It's too complicated and could have the side effects described below. These are International buyers. it's important to consider the buyer may not speak fluent English. Even if they do it looks "suspicious" to the buyer causing them to "cool off" and you lose them.
I recently completed one order from Switzerland for 10 listings. Instead of putting all the items on one invoice he completed checkout multiple times with no issue. He paid too much shipping. He didn't bring it up because I refunded him immediately (SEVEN times). The transaction was over quickly and the goods were shipped within a few minutes. Nothing was "fudged" but on my end it was a heck of a lot of work. The only way to make a corrupted order good is to get a good one.
RE: Overcharging on shipping to compensate. We've already mentioned the possible side effects: A) Bad seller image, B) Customs Fraud C) In the event of an INAD or INR the claim will likely be corrupt also.
Send the buyer a copy of the corrupt order offering 2 remedies.
BUYER : 1. They can purchase each seperately and you will send an instant shipping refund.
(If the value of a sale is less than the total refund you owe them you will need to break it up over the group of purchases like I did. I had to send 7 partial refunds totaling $211 on 10 listings purchased. You don;t need to explain that. (too complicated)
or,
BUYER 2. THEIR alternative (if you don't think they will trust you to refund) Tell them to contact eBay via the HELP button. Make sure they have a copy of the corrupt order 1st.
SELLER: Step 1. Contact eBay yourself via "Chat". Ask them to send you a proper order (formality) . They will say they can't. Ask them to back you for cancelling the order due to "problem with buyer address". They will back you. Save the transcript.
Step 2. Cancel the order. Relist the items. Message the buyer "I have followed eBay's direction. The items items have been relisted. Time is of the essense because they are available for ANYONE to purchase. " I'm very sorry for this glitch in the eBay order system."
Under the circumstances this is all you can do when you get a corrupted order apart from forging documents.
It's very dissapointing eBay Canada and it's forum representative aren't prioritizing this month long glitch. Combined orders are important. Customers need time in certain stores. if this isn't addressed I might as well switch to immediate payment, AKA "Slam Bam Thank You Ma'am" and make 1 sale instead of 6 to avoid the grief.
block36
·2 years agoAnother one today! had it on Dec 12 and Dec 15
Will do "song and dance" to buyer expplaining higher shipping fee as compensation for reduced proces (about 33%)
lotzofuniquegoodies
·2 years ago@tuckhouse2021
@block36
@ricarmic
@devon@ebay
Just had a buyer I sent an offer to message me that they are seeing one shipping amount with the offer and a different amount with the listing. The offer has a substantially lower shipping amount attached. By sounds of things they are signed using dot com but are located in Canada. Waiting on confirmation. Does sound like there could be discrepancies when exchange rates are being applied.
-Lotz
ricarmic
·2 years agoThis has been happening for a while, here is an earlier thread on the same topic...
https://community.ebay.ca/t5/Seller-Central/Invoices-Problems-CAD-and-USD/m-p/502697#M150198
Devon this is still an active issue... @devon@ebay
devon@ebay
Hi @ricarmic! Let me get this back in front of the Shipping team to look into. There may be some delay with the holidays but I will be sure to report it as well to get more eyes on it.
lotzofuniquegoodies
·2 years ago@devon@ebay
@tuckhouse2021
@ricarmic
Hello Devon,
Wouldn't a situation where invoices are going to buyers at in incorrect amount be of critical high importance? After the fact, (if this what the buyers are seeing and paying) sellers would have no way to recover any short payments.
-Lotz
devon@ebay
@lotzofuniquegoodies I have it flagged for high priority but wanted to give the precaution of some potential delay.
tuckhouse2021
OP2 years agoThanks for any help I can get.
So far I have 5 orders that I have either received the incorrect payment for or have to invoice a buyer for the incorrect amount.
I did a rough estimate and will be out over 100.00 so far on these. I no longer trust and am doulbe checking every sale now.
I advise everyone to do the same.
I don't know how to recoup my losses or how to proceed with further sales. I have asked the buyer awaiting an invoice not to pay but it makes me look like a bad seller I think.
Order numbers if it helps are as follows--20-10951-59359, 20-10951059360, 16-10949-25904, and impending order numbers sales 3202 and 3203 a total of 9 items
The shipping amounts given are also in the wrong currency/amount
@devon@ebay
@tuckhouse2021
@ricarmic
pjcdn2005
·2 years ago@tuckhouse2021
1. Does this only happen when an invoice has been sent?
2. Or, are you seeing this on all of your sold items even if the buyer pays without being invoiced?
3. Is it only happening when a buyer is in another country?
4. Are all of your listings on .ca? If you do have some on .com, have there been problems with those listings too if a different currency is involved?
@devon@ebay
Hopefully @tuckhouse2021 will be able to answer the questions above today as they may help the team narrow down the problem.
I'm curious...You said that you would send it to the shipping team. Is that because they set up the way an invoice works? Both the items and the shipping are being invoiced incorrectly so technically this isn't a shipping issue unless they are the ones who fix the invoice issues.
tuckhouse2021
OP2 years agoHi-It is the sale/sold price of any items purchased in the last few days. It started with the German title problem Bogner-Winter-Jacke, TEAM-Germany, "neuwertig", blau, Größe 38 being on the first order.
That was the order to Sweden and the first one that I noticed that the sale prices were wrong on.
Then I started to pay attention as the discussion group in the US was saying they had the wrong values on their invoices also.
I would notice the error when I got the original email of notification that says GREAT NEWS- YOUR ITEM HAS SOLD and then I scroll down and see the price C $93.83 + C $14.00 shipping and think to myself that was not the price I had on it and then I checked the actual listing and on that page it says SOLD for 125.00 C plus shipping.
If I were to send an invoice the price on the invoice would be 93.83.
The error is that when ebay converts the price number as it is sold, it does not convert the currency.
It makes no difference if there is one item or multiples in the order. The final price and the shipping price are not correct.
The error shows on all my recently sold items irregardless of an invoice. If the buyer pays, I get notice of the payment received but it is not the correct amount.
I do not know what the buyers see or pay at their end.-I don't want to ask but think that ebay would know that.
Perhaps the buyer pays the proper amount and ebay sends me the lesser amount, or perhaps they pay the lesser amount also at their end.
My listings show in the countries where I ship to,-mostly Can, US, and Europe. I do not list directly onto any sites other than ebay.ca
I have very few Canadian orders as there is not so much interest here for what I sell. My market is to the US and Europe and I need to have international access in order to survive.
byto253
·2 years agoDo you have immediate payment required on your fixed listings?
intimewithmusic
·2 years ago@tuckhouse2021 @lotzofuniquegoodies @ricarmic @pjcdn2005 @byto253
devon@ebay
Hi. I hate to be the badger in the house on New Years Eve but @tuckhouse2021 brought this up 10 days ago. Apparently nothing has been done.
I have a nine item combined order that needs to complete today. All of these dollar amounts eBay pre filled are in USD! I checked and I'm definately on eBay Canada not dot com. There doesn't seem to be any provision to switch them over to Canadian funds.
The post office closes in 4 hours. Does anyone have a work around?
I would also love to have a gliche free New Years and not have to deal with stuff like this.
Thank you!
IT
msau4301
·2 years agoI had a sale to US yesterday and everything was fine/normal. Sounds like it just seems to be happening for combined orders, maybe somehow because of changes with shipping rates and such.
Were they offers by the way? I know byto had a post and was having trouble with combined offers carrying the tracking over correctly. Maybe it's a problem with offers?
Though I don't have an answer I thought I'd let you know all seems okay if it's a one-off sale, at least in my case, but by responding I should move your question back to the top for a bit so others may see it easier.
Good luck getting it taken care of before post office closes! 😬 Let us know if you found a work around, just in case anyone else sees this.
intimewithmusic
·2 years agoThank you @msau4301 for your response!
No, these aren't offers, just a combined order for a regular customer. He has a popular YouTube channel and plays much of this music live on it. He pays the BIN and trusts me. I see what he has. Then I discount him on the returned invoice. I've done a half dozen similar Combos for him. This is the 1st time this has occured.
I think the way @lotzofuniquegoodies handled it was to let the invoice go thru in USD but pad the shipping to compensate for the difference. I generally give this customer a volume discount on the items and a seperate discount for shipping everything in a single box.
I checked what the outcome will be if I simply let this go thru in USD with no discounts. Strangely enough his discount is big enough on the corrected version I will only be out 80 cents! I'll be up $6.52 for shipping and down $7.32 on the books. I ran it through my own books and here is what the correct invoice would look like. (pic) of course it doesn't reflect NY State tax. Removing the tax from eBay's goofy invoice would net me $189.80 if I don't discount anything at all but will the invoice go back to my buyer in eBay's goofy numbers so he pays the CAD in USD?
Good grief eBay, this is simple "grocery store accounting".
"The Largest Marketplace On Earth" can't figure out how to sell more than one can of soup at a time.
Thank you all for your help. 3 hours to figure this out... Happy New York... er..Year?!
I wonder if somehow I can use Shippo as a workaround?
lotzofuniquegoodies
·2 years ago@intimewithmusic
Only problem with using Shippo would be no access to discounted shipping. It would be level 1. Just have to figure out how much you would need to cover and difference....
-Lotz
intimewithmusic
·2 years agoThanks @lotzofuniquegoodies
Because this is 3.43 Kg it's got to go Exp USA. Unless it's TR Pkt USA I don't think theres much of a difference between Shippo and eBay.
I thought of Shippo because eBay might send the prices over in CAD. That won't work because nothing will go to Shippo until the customer pays.
I think I have my account setting to time out a pending order after 3 days. The buyer says no problem. I'm going to try customer service chat and see if they can send me an invoice in CAD I can adjust. If I were to just send it back as is I have no way of knowing whether eBay will convert the erroneous USD called jCAD on my invoice into something else. I can see state taxes and exchange rates causing troubles.
On top of that as usual I have to fudge quantities and sale prices on the 5 line eBay label.
I'll try CS chat.
intimewithmusic
·2 years agoJust got off the chat with two CSR's. Not going to make the post office today.
Woops there goes another $200 rubber tree plant or sale that is...
I was very polite and patient for the hour or more the chat took. The 1st rep got confused and ditched me when I mentioned a "Request Invoice From Seller" option.
The 2nd rep never could tell me what was going on with the USD on a Canadian invoice. Instead he told me my buyer's account was on hold. I find that hard to believe as he has 100% Positive with all transactions in the last month with great feedback. I've enjoyed 5 or six similar orders from him this past year.
The rep said I must now delist all nine items now and completely relist them. He told me to cancel the order using "Problem with buyer's address." In the meantime I've been messaging my customer who has spent nearly $1000 in my store and telling him not to worry while I salvage this.
The CSR had trouble with English. Fine. After 6 years of French and 2 kids fluent from immersion I can't even ask where the bathroom is. "Où se trouvent les toilettes." Oh yeh, anyone can Google it but try and say it...
He left the chat for extended periods to consult. I hoped for an "old dog" and politley asked for an escalation. Didn't happen. The fact is this is a back end glitch.
If the request was properly addressed at the beginning eBay should have;
I don't know why I was involved & I don't want to signal out the CSR who is obviously an ill equipped person just trying his best. Having said that he used phrases that made me uncomfortable...
"Our team has reviewed and share few informations. First your buyer account is on Hold."
"There account is on hold with some sue amount."
True or not (probably not) after 30 years of brick & mortar I think it's innappropriate to share this.
"I have reviewed there account , that person have 9 separate orders." "Your buyer has purchased all items individually rather they should add all items in caart , If they have kept all item in caart they can pay in bulk and you can send combined invoice after making changes. The best resolution is you may request your buyer to reach us and caart all items. you may send invoice and they can pay for it."
This can't be true. I "trained" this buyer to utilize the "REque3st Invoice" feature. The eBay Invoice I received was completely in order including all 9 line items that somehow replaced my BIN Canadian prices with USD.
I'm pretty sure he was doing the best eBay equipped him to do. He said he was filling in a bunch of glitch tickets. I told him devon@ebay had done the same.
I think the best course of action is to message my buyer and tell him due to a glitch the easiest solution is for me to cancel and for him to reorder. After that it's up to eBay.
In the meantime it's New Years Eve. The post office closes in 15 minutes. A bust.
I'm getting a drink. I lost a $200 sale. Maybe not. I'll find out next year.
Here's a photo circa 1975 of my band somewhere in Saskatchewan. The band's name was "Hot Rod Lincoln".
eBay said "Son, you're gonna' drive me to drinkin' If you don't stop drivin' that Hot Rod Lincoln."
Cheers!
ITWM over and out... Happy New York... er New Year that is!
PS. I wonder how many words there are that rhyme with "GLITCH".
tuckhouse2021
OP2 years agoHere is a screen shot example of the original listing with the sold price and then the order details for the invoice price.