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

arlene_v · ‎07-09-2015

Very interesting. Thanks for posting this info. I will admit I am absolutely dumbstruck by what I am reading here from Griff.

So, under the GSP, should an international customer file a SNAD (not an item damaged in the mail, but a SNAD), the seller is expected to refund the selling price, without getting the item back, since there is no procedure in place to do so. Previously I thought that this was covered by eBay or maybe Pitney Bowes, but not the seller.

I must admit this is the first time I have ever heard of this practice when it comes to selling anything, ever, on any venue.

Guaranteed money back without even having to return the item, and the seller is on the hook. As per the program's policy.

Maybe US sellers should be made aware of this, this could spell the death of this program, really fast. I bet most of them aren't.

arlene_v · ‎07-09-2015

@00nevermind00 wrote:
I wanted to find out more about what happens when a GSP item is "not as described". More specifically, I wanted as clear an answer as possible (with this convoluted program) about whether or not the buyer gets the GSP portion of his/her payment refunded.

Post #74 of the July 8 Weekly Chat on the .com board:

http://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Weekly-Chat-with-the-eBay-Community-July-8-...

@Griff@ebay.com wrote:
A GSP payment consists of three parts:

The item price
The cost of shipping to the Kentucky warehouse (if the seller charged for domestic shipping)
The costs of shipping, VAT, duties, etc from KY to the buyer's location.
In a SNAD case (Seller makes mistake in item's description), the buyer is reimbursed for all of the above and eBay recoups the item price and cost of shipping to the KY warehouse from the seller. The cost of shipping, VAT, duties, etc for the portion from KY to the buyer is paid back to the buyer from eBay's pocket.
The seller is only responsible for the payment they received in PayPal. The rest is eBay's responsibility.
Griff

Sorry for the serial posting but having gone back to read the original thread you linked to when you made your first comment on the Weekly chat thread has prompted me to post again.

I read that thread just shaking my head. No-one knows what is going on in all truth, so much advice and so little substance.

If I buy a sterling teapot as per a GSP listing, and it turns out to be 800 silver instead ..... what next under the GSP?

According to Griff's words sellers aren't exempt from a SNAD.

So, do I get to return said tea pot and now deal with a seller who specifically chose the GSP because he/she had no intention to ever deal with an international buyer? I can just imagine how this is going to work out, dealing with recalcitrant and very wary US sellers ..... the perfect storm for misunderstanding.

Do I get to deal with eBay, just file a SNAD and they do it all? Seems to me that none of this is clear despite Griff's answer.

And I would also love to see where this info is on this site (as per Griff's assertion that this is all spelled out in our language, eh?)

00nevermind00 · ‎07-09-2015

@arlene_v wrote:
Very interesting. Thanks for posting this info. I will admit I am absolutely dumbstruck by what I am reading here from Griff.

So, under the GSP, should an international customer file a SNAD (not an item damaged in the mail, but a SNAD), the seller is expected to refund the selling price, without getting the item back, since there is no procedure in place to do so. Previously I thought that this was covered by eBay or maybe Pitney Bowes, but not the seller.

I must admit this is the first time I have ever heard of this practice when it comes to selling anything, ever, on any venue.

Guaranteed money back without even having to return the item, and the seller is on the hook. As per the program's policy.

Maybe US sellers should be made aware of this, this could spell the death of this program, really fast. I bet most of them aren't.

Arlene, what Griff was describing is what supposedly happens when the SNAD is due to a seller's mistake. For example, you purchase a blue scarf and the seller sends you a green scarf.

So here's a recap as I understand it:

1. If your item is damaged or accidentally switched at the hub: PB refunds your entire payment (item price + US & international shipping + "import charges" if any). The seller keeps the money he/she received from the sale (item price + US shipping) and PB takes the full hit.

2. If what the seller sends you through PB is significantly different from what you ordered, PB refunds your entire payment (as above) and recoups the item price + US shipping from the seller; PB takes the hit for the international shipping + "import charges" (if any).

What happens if the item arrives damaged at the hub should not be the buyer's problem since, presumably, a damaged item would not be sent on and the buyer would be refunded in full.

Of course the GSP is full of "surprises" and eBay is not exactly transparent when it comes to its pet program. The only sure way to avoid problems with a GSP transaction is to avoid entering into one in the first place.

00nevermind00 · ‎07-09-2015

@arlene_v wrote:
If I buy a sterling teapot as per a GSP listing, and it turns out to be 800 silver instead ..... what next under the GSP?

According to Griff's words sellers aren't exempt from a SNAD.

So, do I get to return said tea pot and now deal with a seller who specifically chose the GSP because he/she had no intention to ever deal with an international buyer? I can just imagine how this is going to work out, dealing with recalcitrant and very wary US sellers ..... the perfect storm for misunderstanding.

Do I get to deal with eBay, just file a SNAD and they do it all? Seems to me that none of this is clear despite Griff's answer.

And I would also love to see where this info is on this site (as per Griff's assertion that this is all spelled out in our language, eh?)

I didn't think to ask what happens to the item. I wanted to find out if the buyer could find him/herself significantly out-of-pocket in case of a SNAD caused by the seller.

If the buyer files a SNAD case with eBay or Paypal, the seller is not directly involved and since the GSP doesn't support returns, then it seems to me that the buyer shouldn't have to return anything.

Contacting the seller about the SNAD, which is what most buyers do, means that the buyer will likely forfeit the GSP portion of his/her payment and may be required by the seller to return the item. And some sellers won't refund return postage even if the mistake was theirs. So contacting seller = big mistake.

As for Griff's assertion that buyers will find clear info in their language on their own site, if you keep reading the chat I replied to him on that. But he ignored my reply. The sheer number of posts by baffled buyers should be proof enough that the information is anything but clear and easy to find.

arlene_v · ‎07-09-2015

Yes this is how I understand it as well, if the seller makes a mistake with the description, the buyer gets a full refund and (by implication because this is not really spelled out) gets to keep the item because there is no process for returns with the GSP.

.

I have so often read that GSP sellers are exempt from loss with this program, even if they screw up.

It seems to me that since the newest and least experienced sellers are often the ones using the GSP, not as described listings are a distinct possibility.

I have seen posters "hint" that the buyer should file an item damaged in transit claim rather than a NAD so that buyer and seller are made whole at the expense of eBay and PB, and this expedites the process for all. An understandable and very logical approach.

However, this approach has always bothered me because sellers should really take the hit for their own incompetence. It doesn't act as a deterrent to using this program, in fact, encourages sellers to use it more.

LOL. here's a thought. Someone should post an "outraged" thread to the .com US seller forum quoting Griff's very words and warning GSP users that international scam buyers could "prey" on GSP seller using the NAD loophole.

That would be in synch the xenophobic attitude the GSP has fed off ...LOL, this could be the very best weapon against the GSP that one could come up with, and I am all for that.

Thanks again for posting that info, Nevermind!

pjcdn2005 · ‎07-09-2015

The way that I understand it, the comment that the program doesn't accept returns only refers to buyers remorse returns. If an item is snad and it is deemed to be the seller's fault, they do have the option of asking for the item to be shipped back and I know that some sellers have had this done.The seller is supposed to pay for return shipping but I don't know if that always happens. In a domestic return ebay can send a label to the buyer but they don't do that for an international one so buyer and seller have to work that part of it out.

arlene_v · ‎07-10-2015

If you could link to a thread or info that indicates that returns are do-able under the GSP, and the process for doing so, that is spelled out with eBay policy that would be great. There is so much speculation and contradictory info.

I really must apologise if I come across as a bit rabid against this program.

I am simply so tired of the lack of input here from anyone representing eBay.

Canadian buyers might be small fry but this continued silence from eBay has done little to endear the program (or eBay.ca) to buyers.

I really do applaud Nevermind and Pjcdn, and others too, for continuing to go to the "weekly chat threads" and for asking questions in a way that is calm and factual, and doesn't sound like a crazy rant. So many of us are so emotional about this program that we come across as barking! (I include myself in this, for some reason the GSP presses all the wrong buttons)

Thank you!

marnotom! · ‎07-10-2015

@arlene_v wrote:

If you could link to a thread or info that indicates that returns are do-able under the GSP, and the process for doing so, that is spelled out with eBay policy that would be great. There is so much speculation and contradictory info.

As the previous posters have pointed out, there are returns, and then there are returns.

To what sort of return are you referring?

pjcdn2005 · ‎07-10-2015

I've never seen anything written that specifies step by step what happens in a gsp nad case. The gsp rules do state that buyers are covered by the ebay MBG and/or Paypal Buyer Protection and based on situations that I've read about on the boards, buyers are receiving all of their money back when they win a nad claim. In some cases it seems to be fairly automatic but in other cases it takes some prodding because the system doesn't seem to always recognize that the case was for a gsp sale.

The rules are quite clear that if a buyer wants to return an item they have to follow the seller's return policy and that they will not receive back any fees back to PB. The reason that I say that statement refers only to buyers remorse returns is because it mentions the sellers return policy. If an item is nad the sellers return policy is void because the MBG or Paypal Buyers Protection trumps the return policy.

International Returns. The returns policy specified by your Seller in his/her listing description of a GSP Item will apply to your purchase of the GSP Item. For GSP Items located in the United States that you purchase under GSP and that you return to your Seller, you will not be eligible for, and you will not receive, a refund of any Program Fees that you paid to Pitney Bowes and Pitney Bowes will not be responsible for shipping the GSP Item back to your Seller. Your rights under local law will not be affected.

http://pages.ebay.ca/shipping/globalshipping/buyer-tnc.html

One thing that I have noticed that when a U.S. seller uses the gsp, I can easily see if they do not accept returns but the only way to see that they do take returns is to change my shipping location to the U.S.

albertarosy · ‎07-10-2015

I feel totally ripped off every time I have to pay these Ebay Global shipping program fees... I can't believe that any Canadian would be in favour of this program. Does eBay want to get rid of all the Canadian Buyers? Most Sellers from the States don't even realize that the Global Shipping Program has been added to their listing??? why is that? Is it because eBay disguises it so well in the listing form and makes sure the box is automatically checked instead of letting the seller check the box? That seems very sneaky to me. Ebay is clearly the only ones who profit on this program... then they tell you how much your loyalty to eBay means?? GRRR I would much sooner pay the duty and tax at the door than pad ebays pockets with more of my money.... I know this will fall on deaf ears as eBay has become so big they really don't care about what some Canadians feel about anything. GRRRR

00nevermind00 · ‎07-10-2015

@albertarosy wrote:
I feel totally ripped off every time I have to pay these Ebay Global shipping program fees...

Why pay them? You do not have to buy from GSP sellers. If you browse ebay.ca, all the GSP items are currently being displayed at the very bottom of searches. No one knows why, or how long it's going to last, but we can surmise that this was done because Canadian eBayers weren't buying GSP items anyway and too many of them weren't buying, period.

If you prefer browsing ebay.com, use "List View" to search for items and ignore anything that has the "Customs services and international tracking provided" blurb, which identifies the GSP items. And keep in mind that almost everything offered on eBay at any time will be offered again sooner or later. So that "must-have" item with the exhorbitant GSP charges may well be offered again sooner rather than later at a much more reasonable cost. It pays to be patient.

There are some (not many) cases where the GSP makes sense for the buyer, mostly when the item is bulky and/or heavy. Otherwise, avoiding GSP items is usually the best choice.

howlingwolf17lee · ‎07-11-2015

I recently purchased on ebay and the item I won was $10..the shipping was like $5.00..with the Canadian exchange it was $20. Plus..I looked at the GSP and it said free..When I paid for it I looked at my Paypal it said GSP added an additional $17.49 on top of what I paid for a $10 item..What is going on? And how can they get away with charging for something that was that cheap...I contacted the seller and she said she doesn't know what's going on and knows nothing about GSP..

howlingwolf17lee · ‎07-11-2015

I want my money back that GSP stole from me!!!!!!!!!

afantiques · ‎07-11-2015

Were you using a mobile device to bid?

This can lead to not noticing the shipping costs on a listing, but on the final 'Commit to Buy' screen you should have seen the full charges and been free to back out.

All you can do is ask the seller to send you a cancellation request, which you then agree to. You then get all your money refunded.

Anonymous · ‎07-16-2015

Global shipping is the biggest scam going and the reason i

am using less of ebay and more of etsy.Get a deal and then get ripped off by pitney(scum) bowesThey are even charging the fees on products below our meagre $20 allowance here in Canada?? and never mind the roundabout way it takes to get here.Hopefully more folk will stay away and let ebay know why.

arlene_v · ‎07-22-2015

The short lived utopia is over. GSP listings are back in the search on the .ca site.

Once again the viral infection is back.

00nevermind00 · ‎07-22-2015

@arlene_v wrote:
The short lived utopia is over. GSP listings are back in the search on the .ca site.

Once again the viral infection is back.

We all knew that this would happen. "Infection" is the perfect word to describe this trainwreck of a program. Many sellers don't even know they are "offering" the GSP (offering the GSP = oxymoron!) and I think it's abundantly clear by now that Canadian buyers generally don't want to see GSP items polluting their searches.

The GSP already had all the appeal of an afternoon at the dentist getting your teeth drilled when both dollars were more or less at par. The 76-cent dollar will surely make all those extra charges look even more appealing now (/sarcasm)

Why doesn't eBay give buyers what they want, i.e. a way to filter out items they aren't going to buy anyway?

pierrelebel · ‎07-22-2015

"Why doesn't eBay give buyers what they want,"

eBay looks at it differently. They give sellers (not buyers) what they want: visibility.

From their perspective, since sellers pay for the service, they should get it.

It is not a matter of right or wrong. It is what it is. We all know GSP is not "Canadian buyer friendly" and one should not expect that to change anytime soon.

00nevermind00 · ‎07-22-2015

@pierrelebel wrote:
"Why doesn't eBay give buyers what they want,"

eBay looks at it differently. They give sellers (not buyers) what they want: visibility.

From their perspective, since sellers pay for the service, they should get it.

It is not a matter of right or wrong. It is what it is. We all know GSP is not "Canadian buyer friendly" and one should not expect that to change anytime soon.

I get that Pierre. And since I did a bit of selling here (a number of years ago), I totally understand sellers wanting visibility.

But let's be realistic here. Let's say I'm searching for an item and I use the "Distance: nearest first" filter because I want to buy from a seller close to me: if eBay kept giving me items located in Vancouver when I'm in Newfoundland (or vice versa), I'd probably give up and find another site to do my shopping on. This is no different. There seems to be more than enough buyers who would never ever buy a GSP item to warrant a filter.

Visibility is rather useless when you're being seen by buyers who want nothing to do with the service you are using. And alienating buyers doesn't do those sellers, or any other seller, any good.

pierrelebel · ‎07-22-2015

"Visibility is rather useless when you're being seen by buyers who want nothing to do with the service you are using. And alienating buyers doesn't do those sellers, or any other seller, any good."

I totally agree.

But, once again, GSP was not implemented with Canadian buyers in mind. We are a very small percentage of the worldwide buyers targeted by eBay when the program started. Their plan was and remains to find international buyers for American sellers who previously sold on a domestic basis only. Recently eBay added the UK and British sellers to the program because it is successful in the USA (despite what Canadians may think of it).

It is unfortunate that eBay did such a poor job educating American sellers:

1) by not enforcing its own suggestion to list only items worth US$50 or more

2) by offering GSP only to sellers who did not previously ship outside their border. Those gals and guys did not need GSP. They knew how to mail to Canada as they had done for years.