eBay

daisydaisy999 · ‎01-27-2025

I am hoping someone else has had this issue and can offer some guidence - I am getting the most frustrating runaround from eBay and Canada Post.

I sent a small toy expedited lite to Alberta - small box, under 200g - cost was $9.38

I just happened to be looking at my eBay transaction page today and noticed another charge of $14.28 shipping for the same order. There were no details and I couldn't see anything else I had sent with that total so I contacted eBay and was informed that it was a shipping adjustment from Canada Post and that to dispute it I needed to contact them directly.

So I contacted Canada Post but when they put the tracking in it comes up as belonging to a corporate account which is not me - of course because it is eBay's account so Canada Post tells me that eBay has to dispute it - I say are you sure because eBay told me I had to do it myself - so they give me the number to corporate billing and that department agrees that it is eBay's account and only eBay can file a dispute.

Sigh.

So I contact eBay again and tell them what Canada Post has said, they tell me they are wrong and I have to dispute it but I don't have anyway to do that as Canada Post is not linking me to that tracking number. So I ask them how can I dispute it and they send me a link the the ombudsman which you would use if Canada Post denied a claim. I don't have a claim number so not helpful. When I pointed that out they just gave me the whole spiel again about this was a "me" problem, not a "them" problem - oh and thanks for being a loyal eBay member for 24 years! LOL!

So if you made it through all of this does anyone have any experience navigating this little quagmire? Much appreciated!

Best, Lisamarie

jtg204 · ‎01-27-2025

What were the dimensions of your package?

eBay instructions give dimensions that are allowed, but Canada Post is apparently calculating volumetric weight and charging full parcel price.

https://community.ebay.ca/t5/Seller-Central/Expedited-Lite-Billed-Twice-for-the-same-eBay-Label/m-p/...

daisydaisy999 · ‎01-27-2025

It was a small ebay 4x4x4 box - less then 100g but I always just put in 199g for the weight as the price seems to be set on location, not weight as long as you are under the 200g. I have used this box numerous times with no issue and I always get the lady at the post office to check with her scale to make sure I am under the amount. I imagine it is just a glitch on the weighing end or something - 2 packages or someone's thumb on the scale at the same time so should be an easy dispute - if I couldn't actually dispute it...!

john_koenig99 · ‎01-27-2025

It's curious that they did not detect the weight issue and told you about the discrepancy when you drop off the package at the CP agency. They always double and triple check the weight before they print and give me the receipt copy.

daisydaisy999 · ‎01-27-2025

there was no weight issue, I always have them weigh it again at the counter when I drop off for the Lite just to make sure - that's why I think it was a glitch with their sensors or however it works when it goes through the system and that's what makes this so annoying - if it was my mistake then that's fair - their mistake and no way to dispute it - not fair.

john_koenig99 · ‎01-27-2025

But that begs the question: Did they weigh the package AGAIN after you dropped it off? Because that doesn't make sense that they accepted it with the Lite label, at the price they initally charged you for it, and then they come back to claim a shipping adjustment.

Definitely there must've been some glitch in their system, and it's unfair, IMO, that they now want to charge you for it after the fact (basically, after they accepted the package without saying anything to you about any discrepancy).

daisydaisy999 · ‎01-27-2025

well honestly I don't think the person who accepts the packages at the counter cares - if you come in with a prepaid label they just scan it and give you a receipt. I just have them check the weight for my own OCD 🙂 Looking at the receipt it actually doesn't even have a weight on it just the destination postal/zip code and the tracking number .

lotzofuniquegoodies · ‎01-27-2025

@john_koenig99 wrote:
But that begs the question: Did they weigh the package AGAIN after you dropped it off? Because that doesn't make sense that they accepted it with the Lite label, at the price they initally charged you for it, and then they come back to claim a shipping adjustment.

Definitely there must've been some glitch in their system, and it's unfair, IMO, that they now want to charge you for it after the fact (basically, after they accepted the package without saying anything to you about any discrepancy).

@john_koenig99

@daisydaisy999

99% of all CP parcel auditing is done at a sort plant. Not at the depot where you drop off. The rates are tied to the account number attached to the printed label. Not even sure if the CP depot (drop point) can see what was paid. If you were to package at home as an example and were stamps on the box kind of person, who there are a few of, you could ask agent to confirm postage. If it's not enough you pay the difference and they would print a label that goes on the box with the service attached to it with balance oweing.. If it was expedited and correct it would show Expedited Postage 0.00 because it was paid with stamps.

If a parcel were to get audited for incorrect shipping paid, those upcharges would go from CP to eBay who would forward to you. Then out of your funds or bank balance.

marnotom! · ‎01-27-2025

Was the package being sent to a remote location in Alberta?

daisydaisy999 · ‎01-27-2025

yes - which is why the label was almost $10 - the top end price for lite - they knew the location when they sold me the label so I'm not sure how that would change anything after the fact. I have no doubt that it was a mistake of some sort on Canada Post's side when they processed it - the issue now is that there is no way to dispute it. eBay absolutely should be the one disputing it, it is their account. Same deal when I had a UPS issue with a label I bought through Netparcel - Netparcel is the one who disputed it (and won). Of course the problem will be how hard would eBay try for us during a dispute and I fear the answer is not at all - CP would say denied and eBay would say ok - and to us: look we tried!

lotzofuniquegoodies · ‎01-27-2025

@marnotom! wrote:
Was the package being sent to a remote location in Alberta?

If it was the charges would display accordingly before printing the label. Same thing happens on other services when cubing has been applied. If parcel is over the limit it blocks the service as being available. In theory it should be doing exactly the same thing with expedited lite when cubing is in play.

Way up north example.

Garden Hill, Mb reserve. Has to flown in or winter roads when available

lotzofuniquegoodies · ‎01-27-2025

@lotzofuniquegoodies wrote:
@john_koenig99 wrote:
But that begs the question: Did they weigh the package AGAIN after you dropped it off? Because that doesn't make sense that they accepted it with the Lite label, at the price they initally charged you for it, and then they come back to claim a shipping adjustment.

Definitely there must've been some glitch in their system, and it's unfair, IMO, that they now want to charge you for it after the fact (basically, after they accepted the package without saying anything to you about any discrepancy).
@john_koenig99
@daisydaisy999

99% of all CP parcel auditing is done at a sort plant. Not at the depot where you drop off. The rates are tied to the account number attached to the printed label. Not even sure if the CP depot (drop point) can see what was paid. If you were to package at home as an example and were stamps on the box kind of person, who there are a few of, you could ask agent to confirm postage. If it's not enough you pay the difference and they would print a label that goes on the box with the service attached to it with balance oweing.. If it was expedited and correct it would show Expedited Postage 0.00 because it was paid with stamps.

If a parcel were to get audited for incorrect shipping paid, those upcharges would go from CP to eBay who would forward to you. Then out of your funds or bank balance.

Fun fact. In the late 80ies/early 90's you could send small parcels (less than 500 grams in Mb anywhere in the province for under 2.50. No tax or fuel surcharge. It was an untracked service. Pennies more to Sask or N. Ont.

lotzofuniquegoodies · ‎01-27-2025

@daisydaisy999 wrote:
I am hoping someone else has had this issue and can offer some guidence - I am getting the most frustrating runaround from eBay and Canada Post.

I sent a small toy expedited lite to Alberta - small box, under 200g - cost was $9.38

I just happened to be looking at my eBay transaction page today and noticed another charge of $14.28 shipping for the same order. There were no details and I couldn't see anything else I had sent with that total so I contacted eBay and was informed that it was a shipping adjustment from Canada Post and that to dispute it I needed to contact them directly.

So I contacted Canada Post but when they put the tracking in it comes up as belonging to a corporate account which is not me - of course because it is eBay's account so Canada Post tells me that eBay has to dispute it - I say are you sure because eBay told me I had to do it myself - so they give me the number to corporate billing and that department agrees that it is eBay's account and only eBay can file a dispute.

Sigh.

So I contact eBay again and tell them what Canada Post has said, they tell me they are wrong and I have to dispute it but I don't have anyway to do that as Canada Post is not linking me to that tracking number. So I ask them how can I dispute it and they send me a link the the ombudsman which you would use if Canada Post denied a claim. I don't have a claim number so not helpful. When I pointed that out they just gave me the whole spiel again about this was a "me" problem, not a "them" problem - oh and thanks for being a loyal eBay member for 24 years! LOL!

So if you made it through all of this does anyone have any experience navigating this little quagmire? Much appreciated!

Best, Lisamarie

devon@ebay

Are you able of officially address this situation please. There are several longstanding discussion on this topic. They go back to when the service was orginally offered but it has never been fully resolved.

There have been a number of sellers charged incorrectly during that time. Getting credited is possible but takes some major back and forth. There is 1 seller who has gotten an explanation from eBay Tech Support that it IS an eBay issue and they have gotten a portion of credits returned to them. Unsure if eBay is going to do a ca sitewide audit or it will get done on case by case situation.

Thanks. Any help in this matter would be appreciated by many.

-Lotzofuniquegoodies <Unofficial troubleshooter for eBay Label issues, without compensation>

flipistics · ‎01-27-2025

@daisydaisy999 wrote:
yes - which is why the label was almost $10 - the top end price for lite - they knew the location when they sold me the label so I'm not sure how that would change anything after the fact. I have no doubt that it was a mistake of some sort on Canada Post's side when they processed it - the issue now is that there is no way to dispute it. eBay absolutely should be the one disputing it, it is their account. Same deal when I had a UPS issue with a label I bought through Netparcel - Netparcel is the one who disputed it (and won). Of course the problem will be how hard would eBay try for us during a dispute and I fear the answer is not at all - CP would say denied and eBay would say ok - and to us: look we tried!

I don't think there's much you can do. I have a few as well. You can try asking the eBay rep what dimensions / weight Canada Post claimed it to be. I (think) they have access to that info. I wonder if the buyer may have used an incorrect address, which when adjusted ended up being airstage or something?

As far as it goes for late deliveries, lost packages or damaged packages, THOSE you can claim directly from Canada Post even though you bought the label through eBay.

lotzofuniquegoodies · ‎01-27-2025

@lotzofuniquegoodies wrote:
@john_koenig99 wrote:
But that begs the question: Did they weigh the package AGAIN after you dropped it off? Because that doesn't make sense that they accepted it with the Lite label, at the price they initally charged you for it, and then they come back to claim a shipping adjustment.

Definitely there must've been some glitch in their system, and it's unfair, IMO, that they now want to charge you for it after the fact (basically, after they accepted the package without saying anything to you about any discrepancy).
@john_koenig99
@daisydaisy999

99% of all CP parcel auditing is done at a sort plant. Not at the depot where you drop off. The rates are tied to the account number attached to the printed label. Not even sure if the CP depot (drop point) can see what was paid. If you were to package at home as an example and were stamps on the box kind of person, who there are a few of, you could ask agent to confirm postage. If it's not enough you pay the difference and they would print a label that goes on the box with the service attached to it with balance oweing.. If it was expedited and correct it would show Expedited Postage 0.00 because it was paid with stamps.

If a parcel were to get audited for incorrect shipping paid, those upcharges would go from CP to eBay who would forward to you. Then out of your funds or bank balance.

@john_koenig99

In speaking to clerk at local SD postal outlet today if they scan label all it shows is what prints for us to view. They have no access to any rates attached to the parcel. All they do is scan, enter postal or zip it is going to generate a n/c delivery record with any applicable tracking/shipment number info.

daisydaisy999 · ‎01-28-2025

And just in case anyone is interested I have an update which makes me feel that I am SOL - I tried messaging eBay through Facebook as I have heard the agents there can be more helpful as they are generally in North America - not so much - the reply:

I have double-checked and we have no internal workflow or process to dispute the label as we do not generate the charges, and all of our information states that Canada Post are the ones to deal with this type of dispute. I understand this is not the answer you were looking for but unfortunately we have no further steps we can take on our side; thanks for your time

I know devon@ebay used to pop in and out and be helpful for stuff like this so hoping he or some other ebay employee will see this and clarify what the process is...

jtg204 · ‎01-28-2025

Last week I got my first Lite label for $7.75 and had a second charge of $7.90 after it was delivered. This would be about the same as regular exp parcel label. It was only 175g but close to the size limit at 21x22x6.

I tried Canada Post first, the chat agent sent me to CP tech support, and they sent me to a dead end credit management number that needs a customer #.

I then tried eBay, had a call from an agent who could not see reason for an adjustment, and was given another Canada Post number 888-550-6333.

I managed to get past the virtual assistant to an agent that told me there was no second adjustment extra fee, and only a $11.24 charge (huh?), so that ended with being redirected back to eBay about it.

However this agent was able to tell me the dimensions of the package when I asked, which was not the 5x5x5 or my provided 21 x 22 x 6cm measurements which I thought could go over size, but was 21 x 20.5 x 6.5cm which is still under the limit even if Canada Post's measurements were rounded up. I forgot to verify the weight was under my measurement of 175g though.

daisydaisy999 · ‎01-28-2025

it would be interesting to know what the weight was because if it was under 200g then they are not processing the expedited lite packages correctly and honestly we shouldn't have to jump through so many hoops to do something that is so simple as dispute a charge!

I went back to the eBay FB agent and said that I understood that there was no process but could they please escalate this question to someone who deals with their Canada Post account because neither eBay or Canada Post have a process or even agree on who should deal with it which leaves all the eBay sellers in limbo. I am not overly hopeful for a resolution. So going forward I will offer the lite rate for anything super tiny and light but anything that doesn't fit in a 4x4x4 box is no longer going to have the option.

jtg204 · ‎01-28-2025

Called CP (888-550-6333) back to check what the weight recorded was, the agent told me they didn't have a weight and only the dimensions and the one charge.

flipistics · ‎01-28-2025

@jtg204 wrote:
Called CP (888-550-6333) back to check what the weight recorded was, the agent told me they didn't have a weight and only the dimensions and the one charge.

That's interesting. I'm not sure why they wouldn't record the weight. The dimensions you gave kind of agree with my suspicions that parcels over ~500g volumetric are being treated incorrectly though. Your dimensions work out to 560g and the expedited lite equivalent of 2798.

I wonder if eBay, when giving us the cubic volume, are using the formula for regular parcels and CP is using the expedited formula? 3220g when using the expedited formula is 644g and when using the regular formula is 537g. That would translate into 2685g as the dimensional cutoff rather than 3220.

devon@ebay