EIS not working properly

 I am enrolled in EIS and as of yesterday none of my orders to the US are automatically picked up  by EIS. My US customers yesterday  informed me that they need an invoice  in order to pay for their order. When iwent to go see, I  now have to select a shipping  service and invoice  them myself.  

 

Im wondering if anyone else is experiencing this problem as well? When I phoned Ebay, they told me someone would reach out to me within 48 hours.  

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Re: EIS not working properly

Are your buyers buying multiple items?  eIS does not combine purchases. 

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Re: EIS not working properly

marnotom!
Community Member

There have been some posts from sellers who have found that the United States has been stripped as a "ships to" location for some of their listings where eIS is employed.  Sellers listing in the Collectibles category appear to be affected by this, but other sellers in other categories are affected, as well.

 

Your case is different, though.  I checked a couple of your listings which had purchases yesterday and Canada shows up as the only shipping location for both of them.  It's as though eIS was never applied to them at all.

 

Looking at your listings from further back, it looks as though this started happening on December 18, but not all your listings were affected.  And looking at your current listings, some of them don't have eIS shipping to the United States but they're good to ship to other locations served by eIS; that's the situation I was describing earlier.

 

I'm not sure how reliable the phone support is for eIS Canada.  You might want to send an email to eis@ebay.ca but responses aren't guaranteed.  My current hypothesis is that there are some items/categories that eIS can't support but only for shipping to the United States.  However, the AI / computer code programmed to scan listings is far from perfect (and really can't be, given the nature of listing on eBay).

 

 

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Re: EIS not working properly

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://www.facebook.com/ebay -Message button in upper right on landing page.
#204760888466
https://www.instagram.com/ebayforsellers/

 

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

In your case I would start with eis@ebay.ca which at least appears to be Canada-centric.

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Re: EIS not working properly

I also discovered an eIS issue since last night. I tried to revise an active listing (change title) then when I list the changes, eIS gets removed and it just ships within Canada. I experimented a bit by creating a new listing, same issue. Even tried clicking revise wthout doing actual changes, still shows domestic shipping. All my active listings which i did not revise, correctly shows eIS.  Sent email to eis@ebay.ca , hopefully I can get answers soon.

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Re: EIS not working properly


@onlynicestuffs wrote:

I also discovered an eIS issue since last night.


I think it’s basically the same issue. The changes or just the act of making changes are triggering a flag from what @pennysccc refers to in this thread as “AI crawlers”:

https://community.ebay.ca/t5/Seller-Central/Enrolled-in-eIS-Canada-but-listings-for-almost-identical...

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Re: EIS not working properly

I emailed eIS a few days ago because of a similar problem that many others are having, here's what they replied to me:

 

There are sometimes some more in-depth restrictions to specific markets within eIS, even among items that are broadly eligible for the program. This is not necessarily because those items can’t be shipped to that market, but because there are added regulatory barriers for a program the scale of eIS to support it. 
 
This is particularly true for FDA- and CPSC-regulated items. While those items can be self-shipped fairly easily still, there are additional hurdles making it more difficult to get it across the border when using eIS. 
 
We’ve started out with a more conservative approach to identifying those items that might be subject to these regulations. It is often based on subcategory but can include things like item specifics or title keywords. However, we are refining our criteria in the coming weeks to hopefully remove that US restriction on more items. While I can’t guarantee this will remove the US eIS restriction for all your listings, it should dramatically reduce the number of restricted listings. In the meantime, I might suggest adding a secondary self-ship option to the United States if you’d like to ensure that those items can ship to that destination. 
 
In my case, most of my items are vintage and I'm guessing some materials (metals like brass and cast iron) are probably being blocked because eIS can't handle the customs documentation yet. Or something like that. I don't fully understand all the fees and issues associated with tariffs and duties, hopefully they figure something out in the next few weeks. My sales and views have been abysmal these past few months and my only listings that generate any interest are being blocked to US buyers to top it all off. I have a ton of new items I've been meaning to list but I'm scared that most of them won't be available to US buyers.
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Re: EIS not working properly


@onlynicestuffs wrote:

I also discovered an eIS issue since last night. I tried to revise an active listing (change title) then when I list the changes, eIS gets removed and it just ships within Canada. I experimented a bit by creating a new listing, same issue. Even tried clicking revise wthout doing actual changes, still shows domestic shipping. All my active listings which i did not revise, correctly shows eIS.  Sent email to eis@ebay.ca , hopefully I can get answers soon.


I noticed this today as well. It does appear that most of the eIS countries are not in the excluded countries list shown on the listing though, so I'm guessing eIS will get added, just with a delay.

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Re: EIS not working properly

I hope it gets back soon. Seems all new items I wanted to list today shows domestic shipping only. Bummer, I have a lot of inventory to post after the holidays! 😞

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