Forced Refund Due to eBay Canada Shipping Lockout – Requesting Review & Accountability

[auction39]

 Forced Refund Due to eBay Canada Shipping Lockout – Requesting Review & Accountability

Hello eBay Community,

I’m a Canadian seller and recently had to refund a buyer under very unfair circumstances caused by eBay’s May 20 suspension of all Canadian shipping options. The buyer had already paid for FedEx Economy shipping with tracking and insurance. I was blocked from fulfilling that, as eBay removed my access to purchase the label.

Despite contacting support several times, the FedEx option was never restored, and I was left with only Canada Post Small Packet Ground — a slow and untracked service. The buyer (understandably) requested a refund, and I was told by eBay support there was no way to delay the case or escalate internally. I was advised to refund and appeal.

I’ve now refunded the buyer, but the item is in transit. This will result in me losing both the product and the payment. I believe eBay’s system wide suspension of shipping services created this situation and that both I and the buyer were let down.

I’m sharing this in hopes other sellers are aware and that eBay will consider creating a fairer system in cases like these. I also hope eBay will consider my case as not only as feedback, but also as a case study for how to better support sellers during platform-wide disruptions. I believe we need tools and flexibility to protect both buyers and sellers when extraordinary events occur.

Thank you,

[dinomitesales]

I'm confused - eBay Canada never suspended all shipment options for Canadians, just those through Canada Post (based on their assumption that there would be a work stoppage).

What was the item and where was it going? Is it possible you were blocked from purchasing a specific service option because of what the item was or where it was going? Why did you ship via an untracked ground service and not just cancel the sale?

[auction39]

Updated Response Draft for eBay Community Forum:

Thanks for your thoughtful questions — I was initially confused too, as eBay’s messaging didn’t clearly explain what was being suspended. At first, I assumed only Canada Post services were affected, but after contacting eBay support to try and restore the FedEx Economy Ground label (which the buyer had paid for), I was told that all Canadian shipping label services were disabled, not just Canada Post.

I made several calls to eBay, explaining that the buyer had already paid for the item and FedEx shipping. One agent actually advised me to purchase the FedEx shipping outside of eBay and submit the receipts for reimbursement. Later, another agent told me that was incorrect, and eBay would not cover such costs. I was then told there was nothing they could do until eBay restored shipping services, and I should just “wait a few days.”

On May 24, while FedEx was still unavailable, a Canada Post Small Packet International Ground option appeared. Under time pressure, I used it, assuming it included tracking — I was given a number and receipt at the post office. Sadly, I only learned later that the tracking number was internal-only, meaning the buyer had no visibility into the parcel's journey. I've since confirmed with Canada Post that the package is in transit to Colombia, but the buyer has understandably filed a refund request, believing the item was lost.

Had there been no options available through eBay, I would have canceled the order and refunded the buyer right away. But the system allowed this limited choice, and I acted on the assumption it was acceptable.

What’s been most frustrating is eBay’s unwillingness to take responsibility for the consequences of its system-wide suspension of shipping services. The lack of accountability, inconsistent support, and absence of any mechanism to resolve platform-created problems has affected both myself and the buyer — and likely others too. That’s why I’m sharing my story here — to raise awareness and hopefully improve how these situations are handled going forward.

[auction39]

Follow-Up: Refund Issued, But eBay System Now Blocks My Right to Appeal

As a follow-up to my earlier post:

I did what eBay support told me — I refunded the buyer and was assured I could appeal afterward.

But now, when I go to file an appeal, the system says I’m not eligible.

No explanation. No path forward. Just silence.

The item is still in transit. The buyer will likely receive it free. I’m left with nothing — not even the right to contest it.

eBay’s shutdown of Canadian shipping services created this situation. I followed every instruction I was given, and now I’m paying the price for a system failure I didn’t cause.

Is anyone else facing something similar?

– Al Turcotte (auction39)

[mrdutch1001]

What was the last estimated date for the package? Had that passed when you issued the refund?

Unfortunately, what you did not apply was knowledge of shipping methods, what is tracked, what is not and the very fact one is shipping to Columbia should have been concerning to the point that one would hold off on shipping until an acceptable method was available, even if that meant going directly to Canada Post to inquire about shipping methods with tracking or choosing another carrier... Not all of this is on eBay. The seller has to accept responsibility for the actions taken as well...Not sure there are too many sellers out there that would accept eBay's so-called customer support advice as being correct or in the best interests of the seller or the buyer...BTW, Many sellers, including myself know that Canada Posts Small Packet is NOT tracked for International destinations and you could have learned that from the Post office by inquiring and getting information about International shipping methods.  Hard lesson learned...NEVER assume anything!

[reallynicestamps]

EBay did not sell Canada Post (and apparently FedEx) shipping labels for a week or so in May.

But Canada Post continued to sell them.

It has been possible to buy Canada Post labels throughout the labour disruption, just not always at eBay's discounted rates.

I was buying CPO labels with my SfSB account throughout with no problems in buying or shipping.

I also used postage stamps for domestic sales (these are available on eBay at a discount too) and have since received positive feedback.

[flipistics]

@auction39  For the future I'd suggest opening an account with a company like EasyShip (there's a free tier).  I believe their price for Tracked Packet International labels is cheaper than eBay's prices are (eBay's are better for Tracked Packet USA though). It's good to have alternatives set up and ready to go so you have options if you need them.

[ricarmic]

When I have similar situations, I include some form of the following as part of the refund message (usually I put it in the actual refund and send a direct message with the same content):

"Assuming the parcel does arrive after that, let me know so I can set things up so you can pay again (this is my full time job, small parcels like this are not insured so I am out 100% if they do not arrive)".

I happen to live in the "happier/honester" stamp customer base, so I have a surprisingly positive % of folks who do let me know. 

It doesn't hurt to include it, even if nothing comes from it....

[auction39]

Thanks for your reply — I appreciate the perspective.

To clarify: the order originally included FedEx Economy Ground with tracking, which is what the buyer paid for and what was recorded in the eBay order system. The estimated delivery window for that service was ended June 6 had it shipped FedEx.

The only shipping method made available to me on May 24 through eBay was Canada Post Small Packet Ground. I chose that in an effort to meet eBay’s shipping deadline. In hindsight, I should have been more cautious when chosing the Canada Post Service.

I accept that I made assumptions and rushed a decision. But this wasn’t just a seller misstep — it was also a system failure brought on by eBay’s shutdown of Canadian shipping services. It would have been entirely avoidable had eBay simply re-enabled the buyer’s paid FedEx option or offered proper alternatives.

Regrettably I have only been selling for a few months and don't share your experience with ebay support, and policies.

My post isn’t to dodge responsibility but to share a cautionary experience with others and hopefully advocate for better handling of future platform-wide disruptions. Sellers deserve clear, consistent support — not contradictory guidance or removed services with no fallback plan.

[auction39]

Thanks @flipistics — I appreciate the suggestion.

I’m still new to selling, and during this issue I did try going directly to the carriers, but none came close to eBay’s discounted rates. I’ll definitely look into EasyShip as a backup going forward — having alternatives ready would’ve made a big difference here.

Thanks again!

[auction39]

Thanks for the thoughtful advice, @ricarmic — much appreciated. I agree it’s a good approach, and I may borrow that wording moving forward.

In this case, I don’t fault the buyer at all. He was patient throughout and I kept him fully updated on the situation — including the removal of his paid FedEx shipping label by eBay, the system-wide disruption, and the confusion around the Canada Post tracking (which turned out to be internal-only).

From his point of view, he paid for FedEx with tracking and ended up with an untracked service — and I can’t blame him for being concerned.

Thanks again for sharing your experience. It helps to hear from seasoned sellers who’ve been through similar issues.