eBay

envyemporium · ‎08-17-2021

I sold and shipped an item worth over $1000 and purchased the shipping label with insurance for full coverage (total cost for the label was around $50 CAD for expedited + insurance) for Canada Post through eBay. The item got lost, and this was confirmed by Canada Post, so I refunded the buyer.

However, when I tried to make a claim with Canada Post they told me no insurance was purchased. This is strange because I had selected the insurance when buying the shipping label through eBay and I received an email confirming that I had, as it had the cost breakdown of the label purchase and insurance was listed there. This is the label I printed out and sent with the package. After speaking to an eBay representative, they informed me that in my eBay invoice, the shipping cost was only around $22! which didnt make sense as the email which contained the shipping label said it was $50. Additionally, under 'My shipping label' section in the seller account, it also shows $50 for the the total cost of the label.

I sent Canada Post's claim department all the screenshots and evidence I had which included the cost of the item, how much it sold, the shipping label and cost breakdown I received from eBay in my email. They informed me they could not do anything as in their system no insurance was purchased and that the issue was on eBays end as in their system this error is not possible. They also told me that for the tracking number on the shipping label my name was not even on it and that the sender was shown as 'eBay' which is highly irregular as they have not seen that before and that with all the cases they have dealt with through amazon,ebay, etc the sender name was the name of the client. This is an issue because even if Canada Post was to offer the insurance claim payout it would go to eBay and not me

I then tried to speak with eBay and explain to them what the Canada Post claims agent told me and was not given any help at all. I even had the number of the claims agent and had him willing to speak with eBay to confirm on their end what the situation was and an agent promised he would contact the Canada Post agent but he never did. I spoke with at least 4 different eBay customer service reps who all promised they would escalate this case and have it resolved or that a supervisor would call me back but I received no help or reply.

I've spent at least 8+ hours on the phone over the past 2+ months trying to resolve this issue, and for the most part Canada Post has been responsive and have actually escalated the case but eBay has done nothing to help and have outright lied to me on several occasions.

I attached a portion of the email I got from eBay which had the shipping label and cost

Is there anything I can do at this point?

mr.special-editions · ‎08-26-2021

@envyemporium wrote:
**Update**

So here's something I did not expect, I get an email this morning from eBay saying that I have received some funds. The funds were labeled as "eBay Incidental Reimbursement Credit" and the amount was $1075.12. So it seems they actually came through after much hassle and at this point close to a dozen hours with ebay customer service.

Now there's two things still on my mind regarding this situation. One, the amount refunded was $1075.12 and not the total $1097 that was refunded to the buyer which included the shipping cost. Second, after spending so much time and going through not only the financial stress of losing close to $1100 for almost 2 months in addition to the mental toll this had and the time I spent over the phone and online chat trying to resolve this, I feel like I should at least be given some compensation. I understand I should feel fortunate for a resolution but this whole situation did not sit well with me especially how I was treated.

Any thoughts on this?

Congratulations! This made my day, very happy to hear you finally got this resolved. There's almost always a way to resolve a problem, you have the choice to go about it the right way or the wrong way. You clearly chose the right way.

If other sellers run into the same situation with eBay labels not capturing Canada Post insurance or another situation where eBay is clearly in the wrong, they need to come to this thread and read your posts.

In regards to your refund being short the shipping, Canada Post reimbursed you for that. Your argument with eBay was based on eBay labels failing to capture the extra insurance you selected which resulted in Canada Post only paying you the minimum insurance of $100 plus the shipping cost. eBay actually over refunded you by $100 as they did not account for the insurance you were able to claim. Technically in terms of your sale you are up $100.

I understand exactly how you feel, I've been there. If you place a $ value on the stress, anxiety and time spent resolving these issues it can quickly amount to WAY more than the amount owed. Going after further compensation after being reimbursed by eBay and CP, in my opinion that's not a good idea. My thoughts are take this as a win.

I would keep record of everything you did, all correspondence with eBay, Canada Post, the sale, this thread, notes, everything and file it away. If you have an issue down the road that information may be useful.

Lastly if you continue shipping high value items, consider avoiding eBay labels. You can open your own free Solutions for Small Business account with Canada Post here

https://www.canadapost-postescanada.ca/cpc/en/business/small-business.page

intimewithmusic · ‎08-26-2021

Glad to hear this. As a retailer since 1985 this stuff happens. Count your lucky stars. Move on. You came out well. who wouldn't love the Court's to reimburse us "Alumni" for our time spent there?

ANY further negativity on your part will be toxic to your upcoming 4th quarter selling season. You're just lucky this "distraction" didn't start in September.

Buy yourself a steak and some good Okanagan wine, celebrate and put on your smiley selling face! The time will be best spent listing not sweating the small stuff.

And be sure to offer kudos to those good folks here who gave you advice and motivation...

;>}

IT

envyemporium · ‎08-26-2021

Just want to add that I did not receive the $100 from canada post as they informed me the shipping label or tracking number is not under my name but under eBay's. So if they were to issue a refund ebay would get it not me

lotzofuniquegoodies · ‎08-26-2021

@envyemporium wrote:
Just want to add that I did not receive the $100 from canada post as they informed me the shipping label or tracking number is not under my name but under eBay's. So if they were to issue a refund ebay would get it not me

That clarification expresses the sitution very well!! Except not to the shipper (who created the label) benefit.

-Lotz

byto253 · ‎08-26-2021

Yeah, it is weird. So what I get from that is that if the insurance had been in place the $1k would have gone to Ebay who would then need to refund the seller. When it is complicated there will be glitches,

envyemporium · ‎08-26-2021

Exactly, the canada post claims agent informed me even if it was an error in Canada Posts system they wouldn't be able to refund me and eBay would get it.

mr.special-editions · ‎08-27-2021

@envyemporium wrote:
Just want to add that I did not receive the $100 from canada post as they informed me the shipping label or tracking number is not under my name but under eBay's. So if they were to issue a refund ebay would get it not me

To clarify Canada Post confirmed it was lost (your buyer cooperated with CP) and Canada Post did not refund any amount to you or eBay?

I had a Canada Post claim with an eBay labels tracking back in April, CP approved the claim and sent me a cheque for the $100 minimum + shipping

I have my own Solutions for Small Business account. I noticed earlier this year a new supplier account was added to my Canada Post account. Pitney Bowes (eBay)

Maybe that's why I got the payout, although it was less than the insured amount through eBay labels. It would be nice to know if eBay recieved the rest I was owed. If they did, that would mean anyone who uses eBay labels would have to do all the leg work with Canada Post and then have to deal with eBay to get the insurance? .....