eBay

drath999 · ‎03-30-2025

I'm having an issue when getting a label; there's no option available for what the buyer selected. This is the second time this has happened internationally. Once in China, and now in Norway. But I've had tons of orders where there were no issues in these countries/internationally in general. The buyer is choosing "Canada Post Tracked Packet - International (Non-US)", and I only get the following options:

1. Canada Post Small Packet International (Surface)

2. Canada Post International Parcel (Surface)

3. Canada Post Small Packet International (Air)

4. Canada Post Xpresspost International

Things I've tried:

1. Talked with support. The first time it happened, they said it might be a carrier issue and/or bug. Now, months later, when talking to support they didn't mention what the issue could be and basically that I was out of luck and gave me the options detailed below.

2. Used the Canada Post website to see if the option was available there, and it was; albeit for $40 more than the buyer paid for shipping since eBay gives large discounts for printing labels here.

3. Used a different address and tried a completely different country/address. Modified the weight and dimensions - nothing seems to change the options I get when getting the label. Note that, in the listing, I give the exact weight and dimensions of the shipped item since I use calculated shipping.

My options are:

1. Send it untracked and uninsured (services 1 through 3).

2. Pay the difference to use Xpresspost (usually upwards of $30-40 extra).
3. Cancel the order and make the buyer angry.

None of those options seems good to me. I'm not really sure what to do here going forward. Just disable international shipping due to the odd time it doesn't work correctly?

drath999 · ‎04-01-2025

Got a reply after reaching out to eBay Canada on Facebook. Relevant transcript below:

Me: Hello there, As of the weekend, I am no longer able to create a shipping label for "Canada Post Tracked Packet - International (Non-US)" - this service is no longer listed as an option, even though a buyer had selected it. Hopefully you are able to help! Thanks!

eBay: Thank you for reaching out. I understand you are made a sale, but the shipping option is not reflecting on the platform anymore for you to purchase the label. Let's go ahead and take a look at this order and see what's going on. For account security, can you please authenticate your account with the link. Once done, we'll be able to assist further

Me: Thanks, done!

eBay: Thank you so much. Were you able to see the Canada Post Tracked Packet - International (Non-US), previously on eBay but this order just isn't reflecting it?

Me: Correct, I've used it several times in the past. I actually had to same issue a couple of months ago once as well, but it resolved itself since then until now. There are a few eBay Community members also posting about this same issue.

eBay: Thank you for letting me know. Let me take a look and see if we have any alert opened for it, or we may need to get a ticket filed for you.

I am not seeing we have any current open site issues for this, so what I have done is gone ahead and reported this to our tech support to have them look at this order to find out what's going.

Once I get a response from them, I will follow up with you here. They usually respond back to us within 24-48 hours.

I appreciate you letting us know about this, so we can get to the bottom of this for you. Thank you for contacting eBay.

Me: Sounds good, thank you!

(Next Day)

eBay: I just wanted to follow up with you as I got a response back from our tech support.

They have let me know that the service, Canada Post Tracked Packet - International (Non-US) is not available for printing through the eBay shipping platform anymore. They stated this specific service would need to be purchased outside the eBay platform or select a similar service from the ones available.

I did add that, the services available during the listing of an item, are not necessarily all of them available for printing through the eBay shipping platform.

I hope this helps clarify the reason you aren't seeing that option and I appreciate you allowing me the chance to look into this further with you.

Me: This option is still very much available on eBay. (Uploaded an image that showed it can still be selected in the Business Policies for Shipping).

eBay: Correct, you can pick it, but it doesn't mean it can be purchased on the platform. Or are you seeing it available when purchasing a label on another order?

Me: That's correct, it's also available on eBay's rate page. (Uploaded an image showing it as a calculated shipping option on the shipping estimator page and another image showing it as an option when buying something internationally).

I can't use a different supplier in this case since it is going to Norway and eBay already charged the user duties as part of the purchase.

eBay: It will show on our shipping calculator as well, even though we don't offer it anymore.

You are able to still ship with the carrier of your choice, since you would just include the information under the mailing address, and we can always credit them back any fees if they are charged any custom fees incorrectly.

Me: I see, does it make sense that it is still a "calculated" option though if eBay is providing and charging that price to the buyer? The seller would never be able to honor that and it would be the only option that works like this - all other calculated options are available to purchase on eBay.

There is also no mention of this for the seller.

eBay: I agree, it shouldn't. Our shipping calculator still reflects eBay rates for some reason even on carriers we don't offer shipping for. Typically, on those, we would suggest if you are offering that option, to remove offer eBay rates to your buyers, which you can do this under your shipping preferences in the settings.

Me: Understood, thank you!

eBay: You're welcome. I hope you have a great rest of your day.

(End)

So, even though it makes no sense to me, I guess "Canada Post Tracked Packet - International (Non-US)" is randomly and arbitrarily not an option to create a label for anymore (even though it still exists everywhere EXCEPT for the purchase label UI). Make it make sense, haha.

The solution for me was to still offer it, but use a third-party service to actually create the label. I was able to get it for about the same price via Easyship (it was a bit more), but I wasn't able to set the VAT as already being paid, other than just attaching the PAID designation in the address field (let's hope that works).

View solution in original post

lotzofuniquegoodies · ‎03-30-2025

@drath999 wrote:
I'm having an issue when getting a label; there's no option available for what the buyer selected. This is the second time this has happened internationally. Once in China, and now in Norway. But I've had tons of orders where there were no issues in these countries/internationally in general. The buyer is choosing "Canada Post Tracked Packet - International (Non-US)", and I only get the following options:

1. Canada Post Small Packet International (Surface)
2. Canada Post International Parcel (Surface)
3. Canada Post Small Packet International (Air)
4. Canada Post Xpresspost International

Things I've tried:

1. Talked with support. The first time it happened, they said it might be a carrier issue and/or bug. Now, months later, when talking to support they didn't mention what the issue could be and basically that I was out of luck and gave me the options detailed below.

2. Used the Canada Post website to see if the option was available there, and it was; albeit for $40 more than the buyer paid for shipping since eBay gives large discounts for printing labels here.

3. Used a different address and tried a completely different country/address. Modified the weight and dimensions - nothing seems to change the options I get when getting the label. Note that, in the listing, I give the exact weight and dimensions of the shipped item since I use calculated shipping.

My options are:

1. Send it untracked and uninsured (services 1 through 3).
2. Pay the difference to use Xpresspost (usually upwards of $30-40 extra).
3. Cancel the order and make the buyer angry.

None of those options seems good to me. I'm not really sure what to do here going forward. Just disable international shipping due to the odd time it doesn't work correctly?

This appears to be a glitch with Norway and eBay labels. I had 1 last month that would not let me send tracked. Only economical option remaining was Small Packet Air Intl. According to the CP website Norway is supposed to be compatible with Intl Tracked. (I thought at the time of my shipment it was an issue with destination being possibly considered a beyond point.) This should not be the case if it is happening to multiple sellers attempting to ship to Norway.

China would be permitted also. Only issue is limit for insurance would be 100.00. (Norway/China)

https://www.canadapost-postescanada.ca/cpc/en/support/personal/international-destination-details.pag...

drath999 · ‎03-30-2025

Add this to the things I've tried:

Used the bulk label system without luck.

lotzofuniquegoodies · ‎03-30-2025

@drath999 wrote:
Add this to the things I've tried:

Used the bulk label system without luck.

@drath999

devon@ebay Please forward to your tech dept. ASAP.

Appears to be an eBay issue between eBay Calculator Tool and eBay labels. See other post for my details.

flipistics · ‎03-30-2025

@drath999 wrote:
Add this to the things I've tried:

Used the bulk label system without luck.

I'd suggest trying a company like EasyShip for the tracked packet international label.

drath999 · ‎03-30-2025

I tried this, and every option is more expensive than the most expensive option that eBay is providing (Canada Post Xpresspost International) by around 50%. Doesn't seem like an option in this case.

flipistics · ‎03-30-2025

@drath999 wrote:
I tried this, and every option is more expensive than the most expensive option that eBay is providing (Canada Post Xpresspost International) by around 50%. Doesn't seem like an option in this case.

Really? When I did a quick quote for Norway with what I assume to be approximate dimensions and weight (21x16x12 and 400g) it showed $24 something with Easy Ship and $26 something with eBay's calculator.

lotzofuniquegoodies · ‎03-30-2025

@flipistics wrote:
@drath999 wrote:
I tried this, and every option is more expensive than the most expensive option that eBay is providing (Canada Post Xpresspost International) by around 50%. Doesn't seem like an option in this case.
Really? When I did a quick quote for Norway with what I assume to be approximate dimensions and weight (21x16x12 and 400g) it showed $24 something with Easy Ship and $26 something with eBay's calculator.

@flipistics

@drath999

The main issue is that option(s) is/are missing when seller goes to create an eBay label. If the cost becomes higher using a different service this means seller takes a loss based on what buyer paid.

drath999 · ‎03-30-2025

Actually, just checked again, and you are correct. Not sure what happened the first time. Would you happen to know if eBay submits VOEC/VAT information digitally when a buyer from Norway purchases the item, or when the seller creates the label?

flipistics · ‎03-30-2025

@drath999 wrote:
Actually, just checked again, and you are correct. Not sure what happened the first time. Would you happen to know if eBay submits VOEC/VAT information digitally when a buyer from Norway purchases the item, or when the seller creates the label?

I don't know exactly how that works. I've only been shipping to Canada and USA so far, but I've been looking into opening it up to other places as well. Does the invoice for there show eBay's IOSS number along with the taxes paid?

lotzofuniquegoodies · ‎03-30-2025

@flipistics wrote:
@drath999 wrote:
Actually, just checked again, and you are correct. Not sure what happened the first time. Would you happen to know if eBay submits VOEC/VAT information digitally when a buyer from Norway purchases the item, or when the seller creates the label?
I don't know exactly how that works. I've only been shipping to Canada and USA so far, but I've been looking into opening it up to other places as well. Does the invoice for there show eBay's IOSS number along with the taxes paid?

@flipistics

@drath999

eBay includes IOSS number and that VAT paid/collected by eBay as part of the address. To include the amount you would need to attach a copy of the packing slip and highlight. You can cut and paste into info space in customs. For customs to confirm this info they would need some kind of way to cross reference which has been impossible to get confirmation from eBay. Unfortunately the eBay customs information is limited. Shippo includes the long form where it is easy to include that info and check boxes for duties paid or to be paid by buyer. etc.

It appears if buyer were to get charged twice the only thing they could do is "try" to dispute and hope for the best. (That is in the VAT context. Unsure how it work in the duty context.)

drath999 · ‎04-01-2025