eBay

kalvin@ebay.com · ‎09-26-2013

Do you have questions about the Global Shipping Program? Please post here & I'll do my best to track those answers down for you!

If you have any comments about the program, use this forum instead.

Thanks,

~Kalvin
eBay.ca Community Manager

kalvin@ebay.com

thillyer82 · ‎11-13-2016

Thank you femmefan. I did the tracking as mentioned above. Seems to work fine jus like you said GSP is not great at updating me the buyer.

The last estimated delivery was Nov 7th so I did open item not received. They put it on hold for 15 days. Guess I just have to be patient. Wish they would give a shipping estimate a little more realistic like 2 to 3 weeks instead of 5 to 10 days.

amoebainschool · ‎11-25-2016

I purchased an item through GSP. As I understand, they guarantee delivery.

I have an item NOT delivered that eBay will not cover because the Canada Post tracking says 'Delivery Attempted - redirected to new address'. I have spoken to Canada Post and they are very clear - as it is on the tracking website it is NOT delivered.

eBay will not honour the protection as they say it was delivered. I am out my parcel and the money I paid to the seller who has been fantastic helping. In Canada Posts mind, I can't do anything as they only respond to the shipper. I am assuming then Pitney Bowes becomes the shipper once it goes through customs.

This is a giant loop hole to not cover shipping loss or damage. The package went onto a Canada Post truck, was scanned as not delivered, and never seen again.

How do you proceed when eBay won't talk to CanadaPost, Canada Post won't talk to me, the shipper that Canada Post will talk to is an unknown entity that I can't complain to.

This has been 6 weeks and I don't see a reason to buy with confidence with GSP if a non delivered parcel is not understood as non delivered. I paid for my item, I paid customs, I paid shipping - I got nothing.

How do I resolve this to either get my item, or a refund?

Thanks

Kevin

marnotom! · ‎11-25-2016

@amoebainschool wrote:

I have an item NOT delivered that eBay will not cover because the Canada Post tracking says 'Delivery Attempted - redirected to new address'. I have spoken to Canada Post and they are very clear - as it is on the tracking website it is NOT delivered.

I'm trying to figure out why the item may have been redirected. Was delivery attempted to the address you provided the seller and Pitney Bowes, or is Canada Post's tracking information too vague on this?

@amoebainschool wrote:

eBay will not honour the protection as they say it was delivered.

There's a couple of possibilities here, maybe more. The first is that if there's evidence that delivery was attempted at the address on file for the sale, that's good enough for eBay. If the item was supposedly "redirected" to an address other than the one on file for the transaction is immaterial. My understanding is that it's the address that's on file that counts for protection purposes.

In other words, if an "attempt" was made to delivery the item to the address on file for the transaction and it ended up being redirected to another address, that's good enough for eBay. Somebody correct me if I'm wrong on that.

The second possibility I can think of is that the "delivery" being referred to is actually the item's delivery to the Global Shipping Center in Erlanger, Kentucky. Since the seller is only responsible for getting the item that far to be "protected" against fraudulent claims of non-delivery, the Kentucky address may be the one being referenced in your claim, not the item's destination address. Is there any indication in your claim or the correspondence you've received so far that this item was forwarded through the GSP?

By the way, how long has it been since the "redirection" information showed up in the tracking info?

amoebainschool · ‎11-25-2016

I'm trying to figure out why the item may have been redirected. Was delivery attempted to the address you provided the seller and Pitney Bowes, or is Canada Post's tracking information too vague on this?

Canada Post tracking information is vague. I have spoken with them 3 times. That code means the item entered the truck but was not delivered. I contacted Canada Post immediately because there is no way to redirect. I work in a building with a central mail room. I immediately went to them and Canada Post had not been there that day. The parcel never scanned back into the warehouse for redelivery. They have told me that code which displays it as ' Delivery attempted - redirected to new address' means that the item was in the truck and - it may have been in the wrong truck - the driver prioritizes items so that it wasn't 'due' until the next day it would be the last priority to make sure other delivery guarantees are made - or it could be that it was found in the truck after regular delivery.

The tracking site clearly identifies it as not delivered. Canada Post accepts it is not delivered.

There's a couple of possibilities here, maybe more. The first is that if there's evidence that delivery was attempted at the address on file for the sale, that's good enough for eBay.

Yes eBay says an attempt as listed by the tracking means delivered. They aren't responsible for delivery only that the tracking information says there was an attempt. It is impossible for a redirect if an attempt was made. I am in a building with a mail room. They did not receive something and say here is the new address for our location that we are standing in. The building has been the same for 10+years.

Tracking shows that it went through USPS, through Customs, into Canada Post, onto a truck at the warehouse only a few miles away. Canada Post shows no action / scanning since it was scanned as 'redirected' for a reason other than redirection - as that is a general code for all cases where it wasn't delivered once it went into the truck.

After about 3 weeks to get from Chicago, customs, Canada Post, it was in a local CanadaPost Warehouse. It has now been 6 weeks of the unchanged status of 'Redirected'

Thanks

Kevin

reallynicestamps · ‎11-25-2016

I work in a building with a central mail room.

My comment won't be useful for your current problem, but in my opinion, this is the worst way to receive mail, particularly parcels.

Did you know that if you are not home when the carrier arrives with a parcel that he will leave a Notice telling you where and when you can pick it up?

Since that location is usually the nearest Postal Outlet, in back of a Shopper's Drug Mart (or the like) and open 9 to 9, Monday through Sunday, this is often a better way to be confident that you will get your parcels.

If you live in a bad neighbourhood, having NO SAFE DROP on your mailbox will direct the carrier to leave a notice rather than have a parcel left and vulnerable to ''porch shopping".

Are you speaking with a "GSP specialist "at eBay Customer Service? The usual reps are not very familiar with GSP problems.

amoebainschool · ‎11-26-2016

How do you get a GSP specialist. I submitted the report and responded to who they gave me.

Kevin

i.am.vivian · ‎11-26-2016

@amoebainschool wrote:
How do you get a GSP specialist.

You ask for one.

marnotom! · ‎11-27-2016

Speaking to a GSP specialist may be useful in trying to secure a courtesy refund, if nothing else. A quick review of the GSP terms and conditions page for buyers doesn't suggest to me that delivery of a GSP item is guaranteed, only that the buyer has access to the usual programs available from eBay (i.e. the "Money Back Guarantee") and PayPal in the event of a problematic sale. Those programs are external to Pitney Bowes.

While this delivery issue may have occurred on the GSP's watch, the T&C suggest that Pitney Bowes leaves it up to eBay or PayPal to handle any sort of issues where a refund may have to be granted. I hope this plays out in your favour, but don't hold your breath. Keep in mind that if the item had been sent directly to you by mail, you might still have ended up having this problem.

You may also want to consider calling Pitney Bowes Global eCommerce Customer Service. They may be able to provide you with a bit of background information before you call eBay again and ask for a GSP specialist. A telephone number I found elsewhere on this discussion board is (866) 235-9627. It's also on this page:

http://www.pitneybowes.com/us/global-ecommerce/contact-us.html

Have your tracking codes ready.

mallet1665 · ‎11-28-2016

I have had a product refunded that was defective. The seller refunded the cost of the item and his domestic shipping to the GSP. Ebay/Pitney Bowes refunded me PARTIALLY. I got an email for a refund of the duties collected (item sent from USA to CANADA) but not the extra shipping fees the GSP added. As far as I know, this should be covered by ebay/Pitney. How do I recover the remaining portion (17 refunded, 38 not refunded)?

marnotom! · ‎11-28-2016

@mallet1665 wrote:

I have had a product refunded that was defective. The seller refunded the cost of the item and his domestic shipping to the GSP. Ebay/Pitney Bowes refunded me PARTIALLY. I got an email for a refund of the duties collected (item sent from USA to CANADA) but not the extra shipping fees the GSP added. As far as I know, this should be covered by ebay/Pitney. How do I recover the remaining portion (17 refunded, 38 not refunded)?

When you say that the item is "defective," do you mean it was damaged in transit by the GSP, or that the seller shipped you an item that doesn't function properly?

afantiques · ‎12-01-2016

An iteresting problem.

Not enough detail to suggest a solution though.

It may be that when you say 'seller refunded' you may mean that you were refunded the amount paid to the seller, but it may have been the GSP whose pocket it came out of. You would see it as a payment reversal.

More details needed, item number, what your PP transaction records say, any communication you had with the seller, for a start.

leaky-bucket-labs · ‎12-05-2016

Price: US $17.95

Shipping: $10.86

Import charges: $5.42

What is this ripoff Ebay? 30% tariff on items?

Under $100 is ZERO taxes or duties art the border

leaky-bucket-labs · ‎12-05-2016

What kind of games are you playing ebay?

Same item, different seller:

marnotom! · ‎12-05-2016

@leaky-bucket-labs wrote:

Price: US $17.95
Shipping: $10.86
Import charges: $5.42

What is this ripoff Ebay? 30% tariff on items?

Under $100 is ZERO taxes or duties art the border

Nope. The official limit is C$20 for items sent by mail or courier. US$17.95 converts to about C$24.00 at current exchange rates.

http://www.cbsa-asfc.gc.ca/import/courier/menu-eng.html

If you've received items from overseas by mail with declared values of over C$20 in the past and not been hit with taxes/duty and Canada Post's ten buck processing fee, you've simply been very fortunate.

marnotom! · ‎12-05-2016

@leaky-bucket-labs wrote:

What kind of games are you playing ebay?
Same item, different seller:

eBay (or I suspect more likely Pitney Bowes, administrators of the Global Shipping Program) seems to conducting experiments to see what's more palatable for Canadian buyers: having the "import charges" as a separate item, or having them listed as "zero" and working them into the shipping charge instead.

00nevermind00 · ‎12-06-2016

@marnotom! wrote:
@leaky-bucket-labs wrote:

What kind of games are you playing ebay?
Same item, different seller:

eBay (or I suspect more likely Pitney Bowes, administrators of the Global Shipping Program) seems to conducting experiments to see what's more palatable for Canadian buyers: having the "import charges" as a separate item, or having them listed as "zero" and working them into the shipping charge instead.

This is indeed what is happening. I asked about it in a recent Weekly board session and received confirmation from Raphael. IMO it's a very clumsy thing to do because Canadians, who are already suspicious of the GSP and not overly fond of it, seem to view this as shady and underhanded. As the post above shows.

These unexplained "experiments" usually make eBay look bad because buyers don't understand what is going on so they tend to think along the lines of: "big corporation looking out for #1, and that's not me." A better idea in this case would be to have someone from the GSP team come to this board to actually explain things about the program that buyers obviously don't understand and to answer questions/solve problems, the way Bennett used to do in the early days. But I think that we'll be having beach weather in January in Canada before that happens.

marnotom! · ‎12-07-2016

I suspect that eBay and Pitney Bowes would regard a "well-informed" experiment to be pretty much invalid as they'd have no idea if users were deliberately manipulating the process.

And given how eBay Canada seems to be trying to engage in a subtle PR campaign to raise or eliminate the de minimis on personal imports sent by mail or courier, I have a feeling that it's concluded that most of the vitriol directed at the GSP is the product of the lack of understanding about how taxes and duty are applied to these imports. Earlier today, I read a few threads from late 2012-early 2013 when the GSP was first introduced. The "import charges" are what most posters focus on with their mistrust arising from what those people feel are charges that are inappropriately or unnecessarily applied.