SHIPPING LABEL. Ebay could not fix my problem I had to pay more.

[vintoronto1981]

I sold my first item internationally to Hong Kong few days ago. When I tried to print shipping label, a error msg poped up: SORRY, WE WERE NOT ABLE TO GENERATE THE LABEL. PLEASE MAKE SURE THE PARCEL SIZE is WITHIN THE ALLOWED LIMITS and BOTH ADDRESSES ARE CORRECT.️

I contacted ebay right away. 1st day agent couldn't find the issue. We did a step by step troubleshoot, checked sizes, addresses, hs code, everything she could think of. Nothing️
Next day I called again, for about 2 HOURS (Yes, almost 2 hours) I stayed on the phone with an agent which later escaled to a supervisor and NONE couls find the mistake. (Meanwhile im telling the buyer i am trying everything with ebay). So, near the end of that call, the supervisor told me she created a ticket and sent the issue to tech support and asked me 24-48h and check back with them. And in the meantime, check once in a while to see if I was able to print the label. NOTHING!

So, today (technically march 2nd, havent slept yet) I called again. Probably already 3+ hours in total. The first agent tries all the same stuff I had tried the days before with other agents and again, NOTHING, NO FIX️️

So, I suggest if there was an email i could send screenshots so she could see it in front of her. She did, couldn't fix it and said she sent the pictilures to "whatever" dept to see if they could find out what is going on and told me to check back again in 24h (tmrw/today).

So since I was already late with the seller, she suggested I went directly with my carrier (Canada post) so I wouldn't have issues with the buyer as well. I said OK, but It will be more expensive and I will want the difference back, since its not mh fault NO ONE AT EBAY can't find the problem with my shipping label.
She said I could call back and try it. And I said ok. I will ship and ask for the difference back (about $23 Cad).

So I went and shipped with Canada post, came back and called them straignmht away.
45 min on first call, no help at all. Guy ghosted me.

Second call, I explain to the agent what happed, she transferred me to someone else and this person said he COULD NOT give me the money back and neither a voucher for that matter (I suggested a voucher). So I asked to speak to a supervisor.

She answers and tells me I have no right to ask money back that its not Ebays problem I shipped with other company. I TOLD her it was the agent who suggested me to do so AND that I have been trying for 3-4 days to fix the issue but none on eBay could fix it. And besides I had already spent about 4-5 hours on calls with ebay and before her, NONE told me I couldn't have my money back.

She said she (ebay) can't do nothing and that she would deal with the agent who suggested me to use a 3rd party without telling me I had no right to money back, but that was the end of it. No money, no vouchers, no problem fixed and I had to pay more than DOUBLE the price because they can't fix a problem at their own platform.

At this point ia not about the $23 anymore. If it is my right, I will definitively talk to a lawyer and see if anything can be done, especially with this last "boss lady".

Any input is appreciated.

Thank you!

[brettjet38]

What were the exact dimensions of the package?

What shipping service did you offer to the Buyer in Hong Kong and in your listing for shipping to Hong Kong?

What was the packed weight of the package?

What was the shipping service you used when you went to Canada Post?

Did you send it using a tracked shipping service, Small Packets, or Tracked Packets? Ground or Air?

It sounds like your packed package did not meet the criteria for the service you were trying to use to generate the shipping label.

[lotzofuniquegoodies]

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@brettjet38 wrote:

What were the exact dimensions of the package?

What shipping service did you offer to the Buyer in Hong Kong and in your listing for shipping to Hong Kong?

What was the packed weight of the package?

What was the shipping service you used when you went to Canada Post?

Did you send it using a tracked shipping service, Small Packets, or Tracked Packets? Ground or Air?

It sounds like your packed package did not meet the criteria for the service you were trying to use to generate the shipping label.

---

@vintoronto1981 

@brettjet38 

devon@ebay  Please confirm or advise if this is just a technical issue?

As per another discussion and associated log plus my own personal testing Intl Tracked may have been eliminated from the shipping options when using eBay labels. The only services left are Intl Air and Intl Xpresspost even though buyer may have paid for Intl Tracked. Tracked still shows as a valid service if you test with the calculator tool. As per CS you have to go outside of eBay to purchase tracked. 

[brettjet38]

You are assuming things, including that they offered/put/used tracked shipping in the original listing?

The OP has given very little detail about the issue or what the actual service they were intending to use in the first place was and the ones offered in the listing to the Buyer.

You are speculating about "what the issue" is, which gets no one anywhere as the OP had not provided DETAILS and FACTS.

And this was going to Hong Kong

The post is a rant about "principles" from the Sellers' perspective and the "injustices" done to them by their maybe own omissions in the listing or the services they originally offered. We have no details about the item, the package, or the services they wanted to use...

[vintoronto1981]

It was just a small package. 4x7 inches, under 100g.

[vintoronto1981]

Package was 4x7 inches - under 100g.
And it was listed for intl shipping and he chose the option available on sale post.

I wish it was something simple but as i said, i spent over 4h in total over the phone with ebay agents and tech support, escalated... and none could find a simple solution.

[vintoronto1981]

I would hope if it was something I missed or buyer missed, someone on ebay suport team would be able to find it, right ? Since I gave them all information available besides them beeinf able to see it for themselves.

[marnotom!]

Okay, but what mailing service did the buyer select for getting the item to Hong Kong and what service did you end up using?

And did you get a Canada Post Solutions for Small Business discount on the postage?

[vintoronto1981]

Canada post international with tracking.
$16.51 if im not wrong. At canada post it cost me $39 and change.

I only gave 1 option for each.

1 national
1 o USA
1 international

[lotzofuniquegoodies]

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@marnotom! wrote:

Okay, but what mailing service did the buyer select for getting the item to Hong Kong and what service did you end up using?

And did you get a Canada Post Solutions for Small Business discount on the postage?

---

@vintoronto1981 

@marnotom! 

devon@ebay 

This is what displays for a shipment I had last month to Norway. 300 grams. Buyer paid for tracked but tracked wasn't an option with ebay labels. But it displays with the eBay Postage Calculator and also when you check at CP.  It appears ebay has eliminated tracked as an option to ship Internationally to the approx. 40 countries it is applicable to  even though customer can pay for it. 

Small Packet Air 22.22

Small Packet Surface : 14.95

International Surface :34.17

Intl Xpresspost: 42.42

Those first 3 options are all untracked and can take up to 2 months for delivery. 

As a side available options using Fedex and UPS are slim pickings with eBay Labels. 

According to calculator Intl tracked displays as 26.17 (Level 4)

CP counter rate would be 60.52 (Non Discounted)

So even with a level 1 discount at CP that rate would be nowhere near what buyer paid.

[marnotom!]

You probably would have paid about ten bucks less if you had used a Solutions for Small Business card. Do you know about those?

Granted, the discount isn’t as significant as the one eBay gets, but it might have made the inconvenience a little more tolerable.

[lotzofuniquegoodies]

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@marnotom! wrote:
You probably would have paid about ten bucks less if you had used a Solutions for Small Business card. Do you know about those?

Granted, the discount isn’t as significant as the one eBay gets, but it might have made the inconvenience a little more tolerable.

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@marnotom! 

@vintoronto1981 

The main concern would be IF ebay has removed Intl tracked as a shipping service they should have advised sellers considering it is the default/cheapest and tracked service to major countries in the world. Xpresspost is only viable for high value or anything over 2.0 kg. 

[lotzofuniquegoodies]

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@lotzofuniquegoodies wrote:

---

@marnotom! wrote:

Okay, but what mailing service did the buyer select for getting the item to Hong Kong and what service did you end up using?

And did you get a Canada Post Solutions for Small Business discount on the postage?

---

@vintoronto1981 

@marnotom! 

devon@ebay 

This is what displays for a shipment I had last month to Norway. 300 grams. Buyer paid for tracked but tracked wasn't an option with ebay labels. But it displays with the eBay Postage Calculator and also when you check at CP.  It appears ebay has eliminated tracked as an option to ship Internationally to the approx. 40 countries it is applicable to  even though customer can pay for it. 

Small Packet Air 22.22

Small Packet Surface : 14.95

International Surface :34.17

Intl Xpresspost: 42.42

Those first 3 options are all untracked and can take up to 2 months for delivery. 

As a side available options using Fedex and UPS are slim pickings with eBay Labels. 

According to calculator Intl tracked displays as 26.17 (Level 4)

CP counter rate would be 60.52 (Non Discounted)

So even with a level 1 discount at CP that rate would be nowhere near what buyer paid.

---

devon@ebay 

We need a response from eBay on this issue immediately. As per customer service log from another user it appears eBay has cancelled use of Tracked package international (good for approximately 45 countries) when using Canadapost and ebay labels without informing sellers. The calculator displays it as an option when customer looks or makes a purchase but it becomes hidden from view when the seller attempts to purchase a label. 

I am personally aware of sellers having this problem to Norway (myself in Feb), Netherlands and a few others. The seller can purchase a tracked package label with CP directly but not with the same major discount that customer paid. Unfortunately sellers need accurate shipping costs if they want to sell everywhere. Due to this issue I had no choice but to turn off international shipping until issue was fixed or clarified. 

I have a current potential customer in Switzerland who wants to complete a purchase but I currently have internationial shipping turned off. 

Can you confirm if Tracked Shipping International has been discontinued  or not as a service for Canadian sellers using eBay labels. Require ASAP please.

According to the eBay calculator shipping via tracked to Switzerland with discounted rate is 26.xx.  Non discounted would be 60.xx. The only available tracked service would be Xpresspost which comes in at 43.00