Ebay refunded my purchase for late delivery - Item received afterwards - Ebay Int'l Shipping Program

[frankieandjohnnie]

I have been a regular buyer on Ebay for years. Never had any issues before, except for delays in shipping with US sellers to Canada. However, my items always arrived before the due date. Here is my latest experience. I did not find any similar situation on the community and it was suggested to me that I start a new thread so this can help buyers from Canada and US sellers that ship to Canada through the Ebay International Shipping Program:

1) I purchased a used silk scarf from a US seller. Seller shipped the item through the Ebay International Shipping Program. Item arrived at the HUB on time but for a reason I don't understand, the package did not move from the HUB for almost two weeks. Then I received an update that my package was transferred to DHL. I was surprised that DHL would deliver my package as usually, my packages are shipped via USPS and then Canada Post or sometimes, Intelcom. Then, I was asked to pay duties and taxes to DHL. I paid promptly to avoid any further delay. At that point, I assumed my package would arrive within a day or two since DHL is prompt to deliver. However, the item did not move for days again. It arrived at the HUB in Illinois and stayed in Illinois within the care of DHL for days. I contacted Ebay a few times asking for explanations about the reason for using DHL and the reason for these delays. They could not provide any information. Then, an update showed that a carrier named UniUni would deliver my package. I contacted Ebay again asking why they asked me to pay an overcharged amount of duties and taxes to DHL since they would not even deliver my package. I do not trust UniUni as they have extremely negative reviews in my province. I was worried my item would never be delivered and very frustrated with this experience. I asked Ebay to open a case if the item was not delivered by the due date. For a reason I ignore, a Supervisor stepped in and issued a refund on that day, even though the package not passed the due date but unable to be tracked at that point. 

2) Package arrived within one business day before the due date, finally. In the meantime, the seller asked me what I was planning to do with the item once arrived. She asked me to return the item to her because it was already refunded. I told her that I would not want to keep the item if she is held responsible (which she was not according to Ebay Support) but she would have to handle the return fees and I would also need to be refunded for the overcharged duties and taxes paid to DHL which did not handle the delivery. I believe Ebay messed up with this situation from the time the package arrived at the HUB and THEY should be held accountable for all the trouble. The seller is honest in my opinion and I am too. I never had such an experience before. I paid 200$ US dollars for the item (324$ Canadian dollars) and I had to pay almost 100$ Canadian dollars of duties and taxes plus shipping (approx. 30$ Canadian dollars). I understand the seller is not responsible to refund the duties and taxes but who will ? 

3) I contacted Ebay again but by phone this time after this conversation with the seller asking if she would lose her money. I asked that question before on the Ebay Support chat and they provided the same answer: no need to return the item, case closed and it was handled by the Ebay International Shipping Program. They said the seller did not lose her sale. I did a bit of research as well and found an article explaining the Ebay Int'l Shipping Program which seems to protect the seller if an item is damaged or lost. I don't know if this includes late deliveries but it should. 

4) Did that ever happened to any of you ? Why is Ebay Int'l Shipping Program asking to pay duties and taxes before delivery from a carrier that do not deliver the package on top of that ?

5) I opened the package once delivered and inspected it. The scarf has pulled threads, flatten hems and a stain. I did not see any of those on the pictures and no mention of it in the description. Therefore, if I would be able to be refunded for the duties and taxes, I would not even hesitate to return the item to the seller as it is not 'as described'. Seller accepts returns but Ebay stated that the seller should contact Ebay if a return is expected and must handle the refund of duties and taxes. Seller is not responble for that and I am not responsible for this awful shipping experience that went wrong since the HUB. I read on another thread closed now that Ebay Int'l Shipping Program is responsible for the late delivery and has insurance covering that. This is what Ebay also confirmed to me when I asked them if the seller would lose her money. 

When I purchase from sellers in other countries, my packages arrive faster through a reliable carrier. Why are US sellers using this program ? Why can't they ship directly to the seller ? We always get a tracking number. Ebay charges us twice the amount we should pay for shipping and it creates unneccessary delays. It is really hard to be refunded in Canada once you paid duties and taxes. You need to fill a form and from what I know about it, it takes forever and often, people cannot get their money back. There was an article about this in a local Newspaper not so long ago stating that customers are stolen by carriers like DHL, FedEx, etc., and cannot be refunded once an item is returned. I would obviously prefer to buy from Ebay Canadian sellers but I rarely find what I want. This is the first time in all the years I have been a buyer on Ebay that I experience such frustrating experience. 

Thanks for your help. Am I the only one who experienced this ?

[femmefan1946]

Then, I was asked to pay duties and taxes to DHL.

DHL is a recognized Customs Broker.

They are able to assess, collect and remit import fees.

Nothing unusual there.

...Then, an update showed that a carrier named UniUni would deliver my package.

Having collected (and remitted we'll take that on faith) the import fees, DHL subcontracted to UniUni, who do have a poor reputation.

... I asked Ebay to open a case if the item was not delivered by the due date. ... (eBay)  issued a refund ... unable to be tracked at that point. 

Since the package was not overdue I'm surprised you were able to open a Claim.

But you were refunded the entire payment you made through eBay.

The import fees remain in limbo.

Package arrived...before the due date, finally. ...the seller asked me ... to return the item to her because it was already refunded.

Even though the purchase had not yet reached the last estimated delivery date, the seller seems to think they lost the Claim (true) and the payment (possibly).

Athough technically, the Claim was lost by eIS.

You could contact Chat with the case number , and ask if the seller kept your payment, in which case they are owed nothing, or penalized, which would be unjust since delivery was in fact on time.

I'm not sure if Chat would be allowed to answer, due to privacy concerns.

I paid 200$ US dollars for the item (324$ Canadian dollars) and I had to pay almost 100$ Canadian dollars of duties and taxes plus shipping (approx. 30$ Canadian dollars).

You would have been refunded your entire payment for shipping. That is not part of this transaction.

At 15% HST (depending on your province) you would be paying $48.60 in taxes.

Those would have been charged on purchase. Check your eBay invoice.
If so, those were also refunded with the original payment.

If the silk scarf comes from Europe, with which Canada has a free trade agreement,  the duty would be different than if it came from China, which does not.

Still $50 duty on a $324 item is about 15% which sounds about right, though I'm no expert.

The scarf has pulled threads, flatten hems and a stain.

But you were refunded for it.

You have a free* scarf with pulled threads, flatten hems and a stain.

The seller did not have anything to do with the import fees.

If you return the scarf to the seller, what do you expect them to do?

If they lost your original payment, they might be willing to have the scarf back, without any payment to you  since you have all your payment back.

If you return the scarf, you can ask CBSA for the return of your import fees.

EBay is not involved at this point.

I would suggest asking the seller for a return shipping label. They can buy a Canada Post label though pirateship, Shippo, and probably others.

When you get it, mark it RETURNED GOODS. and ship it back.

Then CBSA can refund your import fees.

Fingers and toes crossed.

Note that eIS is a Seller Protection program and is not designed to benefit the buyer.

*Except for the duty.

[frankieandjohnnie]

Thank you! Sorry for the late reply. I have somone close in the hospital. I do not have a case number. I did reach to Ebay twice after they refunded the item to ask if the seller was losing the sale. They confirmed the seller did not lose any money. They said the seller was protected through the Ebay International Shipping Program. I told the seller as well and I did not hear from her back. I told her what Ebay told me which is if she wants the item back, she can ask Ebay to provide a return label and I can return the item. To be clear, when I talk about the condition of the item, it is an observation. I would have the same observation if the item was not refunded. I do not feel comfortable keeping it anyways. Also, can you please precise what CBSA means ? English is not my native tongue and I am not familiar with this. If there is any way to be refunded for the duties and taxes once the item is returned, I would like to know and it can help this community if anyone has experienced a similar issue. I still don't understand why they opened a case before item was delivered. I guess they assumed it was lost as there was no tracking for days. The main concern here is the way Ebay Int'l Shipping handles packages and why they keep packages for over a week at the HUB with no valid reason. It would be a lot easier if packages were shipped directly to the buyer. As for the seller, Ebay said they were protected through this program. Once the seller confirms to me if she could keep her money, I will get back here to let you know the outcome. Again, I did contact Ebay twice to make sure the seller was not held responsible. She was honest and I hope she is not held accountable.

[frankieandjohnnie]

I contacted Ebay support again. They confirmed the seller did not lose the sale and they said I did not have to return the item. Ebay issued a refund too early in the process but since sellers are protected through their Int'l Shipping Program, the refund is issued by this Program and the seller is not held accountable. I still hope Ebay improves shipping from the US to Canada.

[ypdc_dennis]

CBSA - Canada Border Services Agency or ASFC - Agence des services frontaliers du Canada -- their website is: www.cbsa-asfc.gc.ca