What is eBay's true policy on customs-related FB Removal??

[rose-dee]

Forgive me for re-posting these notes here, but they were getting off-topic under another string. I think eBay has created a confusing situation on their policy regarding FB removal due to complaints from buyers relating to customs issues.  Here is one statement:

http://pages.ebay.ca/help/policies/feedback-removal.html

On this page, under "Feedback Removal Due to Customs Complaints" or similar wording, there is a list of requirements by eBay for removal of FB due to customs issues, most of which deal with where and how the disclaimer must be displayed. Specifically, they must be in the top 1/2 of the listing, and in a similarly-sized text.  So the ugly up-front disclaimers have to stay if I want to protect myself from unfair FB.

I also located a policy statement in the Spring Seller Update, under "Safeguards for Your Hard-Earned Performance Record". It says:

"Earlier this year, eBay started displaying an automatic message regarding customs-related delays, duties and taxes on the View Item page of cross border items on eBay.ca and eBay.com. Because of this, any Feedback from international buyers that only references customs issues will qualify for Feedback removal". (my emphasis).

I'm not sure how to reconcile these two apparently contradictory statements!

Does "will qualify for Feedback removal" mean FB will be removed automatically upon seller request? Or does it mean that it qualifies provided the conditions set out in eBay's feedback removal policy are met? Also, note that phrase "only references customs issues". If the FB says anything in addition, apparently you're sunk.

By the way, I'm darned if I can actually find the display message they refer to -- maybe it only shows up when viewed from eBay.com. And does "cross-border" also include overseas?

These are serious concerns for the type of items I sell, and not at all clear to me. I've learned there's no use calling eBay on these sorts of issues - the people in the call centre just don't have the depth of knowledge to deal properly with such issues, let alone speak fluent English. Sorry, I'm ranting...:_|

If any Canadian seller has a clear understanding of this apparent discrepancy, I'd be very happy to hear it (or if you've actually had to request removal of such FB by eBay).  I would love to be able to remove those horrible-looking customs disclaimer boxes from the top of my listings!! 

[pjcdn2005]

"Earlier this year, eBay started displaying an automatic message regarding customs-related delays, duties and taxes on the View Item page of cross border items on eBay.ca and eBay.com. Because of this, any Feedback from international buyers that only references customs issues will qualify for Feedback removal".

When the above policy came into effect, the first policy that you quoted became null so you don't have to have that statement in your listings. I do keep a form of it in my listings near the bottom as I don't think that the statement ebay provides is very noticable.

The display message they are referring to is this:

International items may be subject to customs processing and additional charges.

I see it on both .ca and .com when looking at a listing from a seller in another country. It's right underneath the shipping price and above the sellers location.

[rose-dee]

When the above policy came into effect, the first policy that you quoted became null so you don't have to have that statement in your listings. I do keep a form of it in my listings near the bottom as I don't think that the statement ebay provides is very noticable.

Hi pjcdn - Yes, I've kept the "blurb" as boilerplate in my seller terms (under Shipping section) too, just in case.  Are you certain the former policy is null and void now?  I'm wondering how you found this out -- the policy I mentioned first is still there on eBay's system under their FB Removal policy page.  Should they not have removed/revised it? 

I think this is something I'd want to bring up on the weekly forum when I can communicate with someone at eBay who is informed and speaks English.

Thanks very much for your input - I've been burned on the customs issue, but would dearly love to scrap the big disclaimer in my listings.  It might as well be a sign saying: "Don't buy here!" 😐 

[rose-dee]

The display message they are referring to is this:

International items may be subject to customs processing and additional charges.

I see it on both .ca and .com when looking at a listing from a seller in another country. It's right underneath the shipping price and above the sellers location.

I finally found where it's located, thank you!  Yikes, there is was under my nose, I must have glanced over it a hundred times -- Could they make it any smaller or any less conspicuous????  I still would like to hear from the horse's mouth what the current policy is, so I may be back this Wed. 

Thank you again for the info!

[rose-dee]

"Earlier this year, eBay started displaying an automatic message regarding customs-related delays, duties and taxes on the View Item page of cross border items on eBay.ca and eBay.com. Because of this, any Feedback from international buyers that only references customs issues will qualify for Feedback removal".

When the above policy came into effect, the first policy that you quoted became null so you don't have to have that statement in your listings. I do keep a form of it in my listings near the bottom as I don't think that the statement ebay provides is very noticable.

Well, you were absolutely correct.  Wherever you heard that the new "protection" for sellers regarding unfair FB from customs issues, it has been now been confirmed today by Raphael during the weekly discussion board (I think I recall seeing you there). 

For anyone else who may be concerned about this issue, eBay says the help page on this subject had not been updated, and I imagine they will look into that.  So, no more big disclaimer boxes re Customs need to be shown on listings.  Hurray!!