eBay

kalvin@ebay.com · ‎09-26-2013

Feel free to share your thoughts about the Global Shipping Program here.

A few questions to get the ball rolling:

What has worked well for you with the Global Shipping Program?
Any ideas to help improve the experience for Canadian buyers?
What has deterred you from buying items offered using the Global Shipping Program?
How have you managed to search for items outside the program?

Please try & keep the comments constructive 🙂

If you have any questions about the program, please post them here.

~Kalvin
eBay.ca Community Manager

kalvin@ebay.com

marnotom! · ‎04-08-2014

@bogus_jones wrote:

as a buyer in Canada I try to avoid the GSP as much as I can, it results in higher shipping costs, longer delays in shipping as well every item is opened & inspected & most of the time just poorly tossed back into the box with the packing materials thrown in on top thus un doing a proper packing job by the seller & putting the item at risk of unnecessary damage

I used the program twice & I will not use it again.

The GPS should be a buyers option, as for the seller it only takes 5 minutes to fill out a customs declaration so shipping to Canada is not a big deal or time consuming task.

I would say that the GSP can result in higher shipping costs, but buyers who know what to look for can sometimes do quite well by it, particularly if the seller offers "free" domestic shipping and/or is shipping an item that is not suitable for shipping as an oversize letter (First Class International).

I'm in BC and I bought a GSP item from Florida and I'd say that it didn't take any longer than a mailed shipment. In fact, many items I've received from the South have taken longer than this particular GSP item which was inspected and repacked in a manner pretty much as I suspect the seller had done.

The GSP is a buyer's choice. A buyer has the choice of deciding whether or not the item makes sense being shipped through the GSP. If it doesn't, they can try to arrange something else with the seller, just as they would if the seller were shipping by an expensive door-to-door shipping method or not shipping outside of the US at all, or they can choose to find a different seller.

Keep in mind that the point of the GSP is to try to make shipping outside of the United States as straightforward as shipping within the United States. There's more to US sellers' perceived concerns about the "challenges" of international shipping than just filling out customs forms. Loss and fraud seem to play on the minds of a lot of US sellers and some of them would sooner just avoid selling internationally rather than coming up with a business plan to mitigate loss and fraud.

afantiques · ‎04-08-2014

Global shipping is even more expensive than the item being bought. It's ridiculous, so why will I even buy it. Many times I ask the sellers and they don't even know how expensive the shipping was. My problem now, I asked seller if she can change shipping method and she agreed. But now, she sent the item without me paying it yet because I was waiting for her to change the shipping method but then later told me she doesn't know how. I can't pay either because the Global shipping is 31$..... Now, please tell me how can she change the shipping method so I can pay her?

Now the mess begins. Did she send it direct by USPS? If it has arrived, send her a Paypal gift payment. If not, and you are bothered about buyer protection, ask the seller to send you a Paypal goods invoice for that ebay item number.

Sellers cannot change shipping choice for GSP items after sale.

marnotom! · ‎04-08-2014

@judychance63 wrote:

Global shipping is even more expensive than the item beibg bought. It's ridiculous, so why will I even buy it.

Same could be said for many items shipped by First Class International, though.

nubian_treasures · ‎04-08-2014

I don't sell as often as I used to. When I was selling a lot of dvds (before GSP existed), I had no problem with shipping to Canada. But when I sold a camera and pair of shorts to Canadians, they both said they didn't get the items and for some reason, I lost both customs forms. After that, I stopped selling outside the US. My items were not expensive but I lost money on the transactions and this may have been the experience with other sellers with international sales or the fear of it happening.

I wouldn't use the GSP if I did decide to sell international again and I have adviced US sellers that international buyers are not happy with the problem. I have also adviced Canadian buyers to voice the opinion about the program to sellers and apparently buyers are doing just that. I have read several posts from sellers who have said potential buyer have asked if they would not use the GSP to ship to Canada.

Maybe if enough buyers complain, the sellers would opt out of the program.

**********************************************************************************

Non payers should get unpaid item strikes and be added to block bidders lists. Period.

marnotom! · ‎04-09-2014

@nubian_treasures wrote:

I don't sell as often as I used to. When I was selling a lot of dvds (before GSP existed), I had no problem with shipping to Canada. But when I sold a camera and pair of shorts to Canadians, they both said they didn't get the items and for some reason, I lost both customs forms. After that, I stopped selling outside the US. My items were not expensive but I lost money on the transactions and this may have been the experience with other sellers with international sales or the fear of it happening.

I'm not sure what purpose having the customs forms would have served in your situations.

Having a customs number or tracking number doesn't necessarily make a seller "immune" from a claim of non-delivery. There has to be some sort of reasonable online viewable evidence that the item reached the buyer's location as well. If there's no evidence like that associated with the tracking number, the seller still won't prevail in the claim.

The way you're describing your situation, it sounds to me as though you may have been better off ensuring your items had some sort of insurance on them rather than "protection" through tracking, that way you could have filed an insurance claim for the items reported as not-received.

Sellers confused about the purpose of tracking information and insurance seem to be a significant reason why US sellers are shy about shipping directly to non-US buyers.

ginnilee237 · ‎04-10-2014

This program is truly awful. Not only does it increase the shipping costs and delivery times, it also stops vendors from combining shipping AND, insult to injury, it results in packages getting lost and misdirected. In the past few weeks, I have been through two separate situations where I received an incorrect item. In one case, I also got my item (but ended up paying personally to send the other package back to Kentucky) but on the other, my package is just lost. This so frustrating! Any vendor who uses this system should know that they are actively discouraging customers from dealing with them. And shame on eBay for such awful customer treatment.

bennett4612 · ‎04-10-2014

Hi ginnilee237.

First off, sorry to hear your GSP transactions haven't gone well. If you would like me to look into any specific transactions, you can contact me via Private Message. Please include transaction #, item #, + eBay user id and email address used for.

For Pitney Bowes customer service regarding GSP issues, you can email PBISGSPCS@pb.com to reach the GSP Customer Service group. Or you can call 1-866-235-9627, and press 1 to reach the same GSP Customer Service group.

To reach GSP customer service on the eBay side, call eBay Customer Service ( 1-866-540-3229 [ or ] 1-866-643-1587 ) and request to speak with a GSP Specialist. If the CS person on the line cannot help they can transfer you to someone who can. Hours of operation: Monday - Sunday, 6:00am - 11:00pm Mountain Time.

GSP items receive the same Buyer Protection as non-GSP items. Furthermore, with the GSP the seller is responsible for getting the item to the US Shipping Center. Once the item arrives safely at the US Shipping Center, it becomes the responsibility of eBay / Pitney Bowes. Which means, in part, that if an item is lost or damaged during international transit, both buyer and seller are "made whole" by eBay / Pitney Bowes.

Under the terms of the program, as a buyer you should NOT be out any additional funds (everything is paid upfront, at checkout). Regarding your lost item: did you file an Item Not Received case? And regarding the item sent back -- since you mention Kentucky I assume you are referring to sending it back to the US Shipping Center (located in Kentucky)? Returns are not required in order to receive a refund, and are not technically supported by the GSP (they have to be arranged directly between buyer and seller, and I have never heard of an item being required to be sent back to the Shipping Center).

As mentioned above, please feel free to send me a Private Message if I can help with any specific transaction(s).

---Bennett

mwc1942 · ‎04-10-2014

"Once the item arrives safely at the US Shipping Center, it becomes the responsibility of eBay / Pitney Bowes. Which means, in part, that if an item is lost or damaged during international transit, both buyer and seller are "made whole" by eBay / Pitney Bowes. "

Believe you are wrong here.

According to eBay.com Global Shipping Program ,Buyer Terms & Condition, Part 4c. clearly states in part "As between you and Pitney Bowes, risk of loss or damage to a GSP Item shall transfer to you from Pitney Bowes and/or its third party parcel processing service providers when the GSP Item leaves the U.S. Shipping Center. However, your purchase may be covered by the eBay Buyer Protection policy and the PayPal Purchase Protection policy.

Option

According to the above the only time Pitney Bowes has any responsibility for the GSP item is during the stay at the U.S. Shipping Center. Upon its arrival from seller until its departure to the buyer, thats the "limit" of Pitney Bowes responsibility. Upon departure, the responsibility of the item is transferred on to the buyer. Should item become lost, damaged or undeliverable any/all liability also transfer to the buyer?

Part 4c concludes with "may be covered by the eBay Buyer Protection policy and the PayPal Purchase Protection policy", it does not say "will be" or "shall be" only "may be". If the sellers responsibility ends with the GSP item have being accepted at the U.S. Shipping Center does the sellers liability for the transaction not also end then.? Just how does eBay Buyer Protection or PayPal Purchase Protection come in to play and at what point?

bennett4612 · ‎04-10-2014

Phrases "may be" exist as a form of legal shorthand. eBay cannot say that unequivocally, in every case, a seller will be completely free of responsibility.

A case has to be opened, and it has to be determined that the loss or damage is NOT the fault of the seller. Getting the item to the US Shipping Center is considered to be the entirety of the "seller's role" in a GSP transaction. But since there is still the need for a case to be opened (and for the case to be decided), eBay legal did not feel it was accurate to simply state that it "WILL be covered" by the eBP.

Stated more simply, on this page http://pages.ebay.com/sellerinformation/shipping/globalshippingprogram.html :

"You won’t be responsible for loss or damage by third-party carriers once your item is in international transit. See Terms & Conditions for details."

Which links to this quote, from further down in the Seller T&C:

"However, subject to the foregoing you will not be responsible for the loss of, or damage to, a GSP Item after its acceptance at the U.S. Shipping Center. If eBay finds against you in a case stemming from your Buyer’s purchase of a GSP Item, the applicable coverage amount will include all Program Fees that your Buyer paid for the GSP Item in addition to the GSP Item price. However, you will only be responsible for the amount that has been paid to you by your Buyer consisting of the GSP Item price and the amount (if any) charged by you to ship the GSP Item to the U.S. Shipping Center."

"In general, you will be responsible under the eBay Buyer Protection policy for the loss of, or damage to, a GSP Item until it is accepted at the U.S. Shipping Center"

Hope this helps.

---Bennett

mwc1942 · ‎04-10-2014

"Getting the item to the US Shipping Center is considered to be the entirety of the "seller's role" in a GSP transaction."

Proves the point, the sellers obligation ends with the acceptance of the GSP item at the U.S. Shipping Center. [Terms & Conditions]

"In general, you will be responsible under the eBay Buyer Protection policy for the loss of, or damage to, a GSP Item until it is accepted at the U.S. Shipping Center"

Absolutely correct. [T&C]

While the GSP item remains at the "Service Center" it becomes the responsibility of Pitney Bowes, is that also correct? [T&C]

Now, who is accountable for the GSP item once it leaves the "Shipping Center"? Hint pick only one.

A - Seller

B - Pitney Bowes

C - Buyer

If you picked "C" you would be correct. Should the GSP item become lost, damaged, undeliverable, not shipped or what ever,

any/all liability has transferred to the buyer. As you have stated, eBay Buyer Protection [maybe PayPal also] policy ends with acceptance of sellers GSP item at the U.S. Shipping Center, not on delivery to the buyers address.

Last comment, ever ask yourself why most buyer object to the Global Shipping Program?

bennett4612 · ‎04-10-2014

I really don't want to split hairs here. But the SELLER's responsibility ends with delivery to the Shipping Center.

That's where eBay / PB's responsibility BEGINS. And PB is on the hook to get it to the Buyer.

The buyer is responsible for paying the amount dictated in the transaction. If the buyer doesn't receive his/her item, the buyer must then open a case. So in that case, the opening of the case would qualify as an additional "responsibility".

And as far as why most buyers object to the program, I really don't have to "wonder" at all. I simply spend time on these boards.

Part of the reason we spend time on the boards is to "take the pulse", and use what we learn to try and make improvements. I wish progress were a little quicker, believe me. But community members asking questions, posting comments, etc., definitely helps the process.

---Bennett

dgour98 · ‎04-10-2014

Well, quick reply on my end.. i paid an extra $22 for an item that i would have not paid before. So the bottom line is always.. the bottom line.
And some wonder why sales are down? "Outside" parties are sticking their nose into transactions and adding their cut to it. No other way to describe it.
I just tried the GSP program, and i swear, i will never ever use it again. I give no fault to the seller mind you.

Look... there are other places out there that want your business, They offer FREE shipping if you spend over $25 example. So why should i pay say... $48 to buyer, plus his $8-12 shipping, then another $22 to GSP?

You "outside" parties keep it up. Some of us have already been buying elsewhere.. bigtime.

cheers,
--denis

eldanteschick · ‎04-10-2014

this is the most expensive way of postage and it takes forever, if i wanted to sell u couldnt pay me to use this service!! you ebay people need to smarten up and find delivery that arent just out for profit!!!

you know what i think works when u are buying USED goods is a fair price postage that is appropiate to weight and dimensions not VALUE, y do u think canadians cross the border to usa for the good of our health?? we respect VALUE for money!!!!!!!!!!!!

GSP SUCKS AND I WONT BE BUYING AGAIN IF THIS IS THE SHIPPING METHOD!!!!!!!!!!

kalvin@ebay.com wrote:
Feel free to share your thoughts about the Global Shipping Program here.

A few questions to get the ball rolling:

What has worked well for you with the Global Shipping Program?
Any ideas to help improve the experience for Canadian buyers?
What has deterred you from buying items offered using the Global Shipping Program?
How have you managed to search for items outside the program?
Please try & keep the comments constructive 🙂

If you have any questions about the program, please post them here.

eldanteschick · ‎04-10-2014

HA HA PITNEY BOWES MONEY MAKING RIP OFF AND IT WILL BE THE LAST TIME I PAY THROUGH MY NOSE FOR YOUR LOW LEVEL BOTTOM FEENING FISH TANK SERVICE!!!!!!!!!

eldanteschick · ‎04-10-2014

HA HA WHAT A JOKE U R!!!!!!! MONEY MAKING RIP OFF B******S, I WOULDNT WANT TO START WITH MY CONSTRUCTIVE CRITISM!!

@eldanteschick wrote:
this is the most expensive way of postage and it takes forever, if i wanted to sell u couldnt pay me to use this service!! you ebay people need to smarten up and find delivery that arent just out for profit!!!
you know what i think works when u are buying USED goods is a fair price postage that is appropiate to weight and dimensions not VALUE, y do u think canadians cross the border to usa for the good of our health?? we respect VALUE for money!!!!!!!!!!!!
GSP SUCKS AND I WONT BE BUYING AGAIN IF THIS IS THE SHIPPING METHOD!!!!!!!!!!
kalvin@ebay.com wrote:
Feel free to share your thoughts about the Global Shipping Program here.

A few questions to get the ball rolling:

What has worked well for you with the Global Shipping Program?
Any ideas to help improve the experience for Canadian buyers?
What has deterred you from buying items offered using the Global Shipping Program?
How have you managed to search for items outside the program?
Please try & keep the comments constructive 🙂

If you have any questions about the program, please post them here.

eldanteschick · ‎04-10-2014

OMG HOW TRUE U R?? READ MY COMMENTS!!

eldanteschick · ‎04-10-2014

NOT ALL CANADIANS ARE LIKE THAT AND YOU CAN OPT FOR RECORDED WITHOUT THE GSP PRICE TAG!!!!!!!!!!!!!!!!!!!!

00nevermind00 · ‎04-10-2014

@bennett4612 wrote:
Part of the reason we spend time on the boards is to "take the pulse", and use what we learn to try and make improvements. I wish progress were a little quicker, believe me. But community members asking questions, posting comments, etc., definitely helps the process.

---Bennett

I'm sure all of us appreciate the time you take to answer questions and explain things here on these boards Bennett. It can't be easy considering the obvious strong dislike of the program so often expressed here.

I wish I could believe that the GSP powers-that-be want to make improvements. But it's difficult to believe when looking at the current picture. Sellers are still being opted in without their knowledge or consent and find themselves at a loss when they realize they are selling to a buyer in Canada when they thought the buyer was in Kentucky.

99¢ items are still being listed with GSP (and $15+ shipping...). Items that exceed the size limitations are still being listed successfully. GSP-prohibited items are still being listed successfully. Sellers are still listing without a country of origin. In each case, a simple plugin could probably prevent this from happening. Not a great coding challenge!

Detailed invoices showing GST/HST/PST amounts are still not provided to the buyers. Never mind that such invoices can be required for tax purposes. This lack of transparency makes people wonder what exactly it is that eBay/PB are hiding and leads to accusations of gouging.

The way the program works is clear as mud for many people. Way too often, people are totally lost about what to do in case an item arrives damaged or doesn't arrive at all. The recent post from a buyer who returned an item to Kentucky (and is now out of pocket) is a good example of that. The T&Cs' legalese is off-putting to too many people, who aren't going to read them. There needs to be something shorter, simpler, better. But why would sellers read anything GSP-related when they don't even know they are opted into the program? Which brings us back to this question: why are sellers still opted into GSP without their knowledge or consent?