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 ?

[frankieandjohnnie]

To Marnotom: it says to post here our questions for other members to answer. I really don't know where else to go. I read your answer and it's not exactly what happened. Ebay said I did not have to return the item as the case was closed. The problem is they refunded me before the item arrived. Which does not let me many options. I either return the item to the seller but then, nobody will refund me the duties and taxes that I had to pay. And Ebay stated the seller did not lose any money. They said she is covered by their Insurance Policy for Ebay sellers opting for Ebay International Shipping Program. 

As for the value and duties and taxes paid on the value, I don't know. There is no document attached in my package and I did not get anything from DHL with details or the seller. I assume the seller used the value I paid for which is 200$ US dollars. 

[marnotom!]

The "Buyer Central" discussion forum has a number of posts from buyers having issues with eIS. Yours would fit in well with that, @frankieandjohnnie.  (It's where you found the original thread you added to the other day.)

https://community.ebay.ca/t5/Buyer-Central/bd-p/23003

Your post is fine here.  I guess I'm just imposing my personal preference on you and I apologize for that.  I just think you may find it awkward trying to sort through all the responses and comments you may end up getting.  (You'll note that you had to answer your own question to make your post, while what you're reading right now is a "comment.")

How were you notified that you had to pay customs charges on your item before receiving it?

[frankieandjohnnie]

@ Marnotom: Thank you! I am sorry for the late reply. I understand what you explained as it is awkward to reply to a post but anyways. As I mentioned in my comment above to FemmeFan, I contacted Ebay for a third time to make sure the seller was not losing the sale and kept the item in the package in case I would need to return it. Then, I contacted the seller again to repeat what Ebay told me and said that if she was not refunded as they stated, she should provide me with a return label. I would still be stuck with the duties and taxes. This ways a few days ago and the seller never replied. I guess as Ebay stated, the refund was issued by Ebay Int'l Shipping Program. I was sent an email from DHL when my package was at the HUB. It had been there for over a week before I received this notification to pay duties and taxes. I assumed DHL would handle the delivery but they did not. They forwarded the package to UniUni but for over a week, there was no tracking.