My order have been dropped off at the local postal office instead of address I indicated.

[bikkola]

My order have been dropped off at the local postal office instead of address I indicated and marked order as delivered. Local post office returned the package to sender and nobody knows why. Now, because it's marked as delivered DHL, PostOffice and eBay bounce me off an none of them trying to even read my messages. 

 Anyone had anything similar?

[marnotom!]

Is this an item that was forwarded through “eBay International Shipping” or did the seller ship it directly to Canada?  (Or is it a domestic shipment?)

Also check the tracking on the Parcelsapp site to see if there is event scan information that's not viewable on the sites for the services that you mentioned.

[reallynicestamps]

You are the buyer.

Your purchase was dropped at your local post office (or postal outlet?)by DHL?

DHL does not deliver to post offices - the clerks will not accept anything that was not sent through the postal system - because the PO was not paid to deliver such items.

Where does DHL come into it?

Do NOT go to the phone clerks for this.

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.

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.


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.
 

[reallynicestamps]

Your purchase is apparently being returned to your seller.

Sellers are not required by eBay to refund on Undeliverable shipments.

Sigh.

Have you been in touch with the seller?

Will they try again- using a different delivery system - when the shipment gets back to them?

How much are you willing to pay for the second shipment?

[marnotom!]

More questions:

How did you "indicate" the address to which you wanted the item shipped?  Did you communicate this in a message rather than add to the shipping addresses you have on file with eBay?

Is the "local" post office local to you or to the seller?  If it was your local post office, did you receive some sort of notice that fees were owing on the item on pickup?

[bikkola]

It was sent through ebay international shipping apparently. I found a local trackingnumber under the original tracking number and it says it was sent back to the sender.

[bikkola]

I found a local trackingnumber(Canada Post tracking) under the original tracking number on DHL website and it says it was sent back to the sender through Canada post. No delivery was attempted to me.

Thanks for your suggestions above Ill try them.

[bikkola]

Yes Ive contacted the seller but he says he never got anything back. Ithink it sits somewhere in the warehouse. Im not sure how it works though. Apparently its been sent through some international logistics hub or whatever it is.

[marnotom!]

Thanks for getting back to us, @bikkola.

I'm guessing that there were taxes, maybe duty, and processing fees owing on your item and it was directed to the post office because whoever delivers parcels in your 'hood isn't set up to collect that at the door.  (Maybe you live in an apartment?)  On the rare occasions when Canada Border Services bothers to assess and charge taxes, etc. on mailed stuff I've ordered from the States or overseas, I've had to pay at the post office (or postal outlet) more often than pay at the door.

Normally, a pickup notice is left in your mailbox when you have to pay at the post office.  I think you're given two weeks to pay and collect the item before it's returned or considered abandoned, depending on the sender's instructions and what kind of mailing service was used.

I suspect DHL got involved in this shipment as a mail consolidator.  Your item probably travelled as part of a bulk shipment between the eBay International Shipping forwarding hub in Illinois and either the Chicago USPS International Service Centre or the Canada Post Gateway hub in Mississauga.  After that, it's treated like regular mail.  DHL was probably stuck with the dirty job of making sure that taxes due on the item got charged and paid and likely charged you a fair bit to do that job.

eBay International Shipping doesn't generally return items to the seller; it lets them keep the monies from the sale instead.  And eBay generally doesn't issue refunds to buyers if it appears that they've refused the item on delivery.   There's still a few gaps in your story so I may be jumping to some wild conclusions, but my take on your situation based on the information you've provided is that you may have been given a pretty hard lesson here about how taxes are handled on casual imports such as yours.

[bikkola]

Well thats some interesting information that I couldnt get from anyone before. In this case there was no notice and no attempt do deliver it, we have a receptionist in the office also we checked cameras. 

How is it a business model if the buyer who pays for the product does not receive any refund for it in case of a lost or wrong delivery?

Can it be tracked somehow and sent back? Can seller inquire into it and have more leverage?

[flipistics]

@bikkola  Was it sent to the address you had in eBay, or did you try to change the address with the buyer?  What is the exact message the tracking said when it arrived at your PO instead of where it was supposed to be delivered? As long as it was sent to the address you had in eBay and the address was correct, you *should* be covered, but how you proceed may depend on what the tracking and address show. 

Note that I believe post offices are no longer supposed to accept packages or mail that aren't addressed to a box number (unless you sign up for flex delivery, maybe?). It's possible some carriers are ignoring that or some clerks are misinformed and rejecting parcels they shouldn't if there's some agreement in place with DHL.

If tracking doesn't indicate an address problem or anything, you may be able to open a case with eBay. Since it was sent eIS, the seller shouldn't be out any money either, which is good since it also isn't their fault.  Otherwise, you may have to open a case with PayPal or your credit card provider (hopefully you used one of the two). Definitely try to work it out with eBay first though.

As long as you haven't made an address mistake or anything on your end (or weren't notified / didn't see the notice / didn't pick the parcel up) you should be covered by Canada's Consumer Protection Act (I think).

[marnotom!]

---

@bikkola wrote:

Well thats some interesting information that I couldnt get from anyone before. In this case there was no notice and no attempt do deliver it, we have a receptionist in the office also we checked cameras. 

Sometimes with parcel deliveries, there aren't attempts to deliver the item and the item is held at a nearby post office or postal outlet for pickup instead, particularly if the item is large.  My understanding is that Canada Post's handling of parcels varies considerably from city to city, depending on the agreement letter carriers have with that particular city's post office.  In my town, parcels are handled by contract workers.  In others, letter carriers have that responsibility added to their plate.

Posts about DHL's involvement with eIS shipments to Canada have started appearing in the past month or so on these discussion boards and we're still trying to figure out exactly how they work.  Another user posted that they had received an email from DHL requesting payment of the taxes, etc. so that the item could get delivered.  Perhaps you received an email like that and either (with some justification) ignored it as spam or else it was caught in your spam filter.  That may have been the "notice" you were given about your item's arrival.

---

@bikkola wrote:

How is it a business model if the buyer who pays for the product does not receive any refund for it in case of a lost or wrong delivery?

---

I'm wondering if the parties you mentioned in an earlier post would not consider the item to be "lost" or sent to the wrong address as it's pretty standard form to hold items in a warehouse or post office if the carrier is unable to make delivery to the address on the package.

Something to consider is that not all that long ago, a problem some US sellers who were shipping directly to international destinations were having with their shipments is that the recipients were claiming that their items hadn't been delivered and the tracking information confirmed that.  The sellers dutifully gave these buyers refunds, and then the buyers collected their items from customs or wherever they were held, thus getting their items for a discount.  eBay has tweaked with its delivery requirements for international shipments and an item is now considered as good as delivered if it's awaiting customs payments, which seems to be the case for your item.

---

@bikkola wrote:

Can it be tracked somehow and sent back? Can seller inquire into it and have more leverage?

---

That would likely require another shipping payment from the buyer and there's no mechanism to do that through eIS.  Items returned to the eIS hub become the property of eIS and are resold or destroyed as what's deemed fit.  There's actually a set of terms and conditions associated with eIS that's linked on listing pages where eIS is used.  If you have a few minutes, you might want to scan through it:

https://pages.ebay.com/internationalshippingprogram/buyer/terms/

[reallynicestamps]

we have a receptionist in the office also we checked cameras.

I believe that, like the earlier GSP, eIS is not set up for business-to-business sales, and that may be part of the problem.

Mostly this comes up in tax questions though.

Is the address on your account the office or your home?