posted on July 4, 2013 12:13:21 PM new
We made an error in shipment a few weeks ago. We had a buyer in Australia purchase something and it was shipped via Global Shipping through eBay.
My understanding is that once it arrives at GS, they inspect the item and forward it to the buyer. I receive an email from the buyer stating that they received the wrong item. Apparently, we had a mixup between two labels. Ironically, their item was shipped to USA buyer who received the package on June 26. We haven't heard from them about a mixup on their end. I have sent them an email to confirm they received the Australian's package.
My impression is that eBay's GS opens packages to ensure item is as described and in proper condition before forwarding it. Apparently, they are not doing this.
I know it was our fault for sending the incorrect package and I have no issues in resolving it properly, however it seems that we should still be protected by the GS policies regarding INAD, and feedback removal since they didn't do their job either.
I obviously want this to work out for everyone, but this is really unchartered territory. I would think I would get the proper item and forward through the GS system again and eBay would have to pay the forwarding costs.
posted on July 4, 2013 01:46:52 PM new
I suspect they probably do random or spot checks (and wouldn't be surprised if the checks are done based of seller FB numbers. Otherwise, this would be very labor intensive and complex. Some items, particularly antique, may be sold with condition issues, and this would mean the inspector would have to read the descriptions.
Haven't read the GS Ts & Cs, but I would suspect they don't guarantee that they open and inspect, since they are taking the risk, they can work out the percentage necessary for quality control.
So, basically, it sounds like you asked them to send a package for you, and they did. Nice if they could have caught it, but not their fault (unless I am missing something here).
posted on July 4, 2013 06:32:45 PM new
I dont think they open a package at all,they have no business opening our package.
And how do they know it is the right item,it would take too much time to look up your listing and compare the picture with your item,who would have time to do this?
They may visually examine the external condition of the package to see if it will make the overseas journey,may be add some reinforcement if they have to do so.
[ edited by lostmymojo on Jul 4, 2013 07:10 PM ]
posted on July 5, 2013 09:18:53 AM new
The GS Program policies are quite vague. I believe ours fall under the last term, but again... vague.
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Here's what we found for "Problem with an item shipped to another country (Global Shipping Program)" [ Previous ]
If an item was shipped through our Global Shipping Program and it wasn't delivered or is delayed, it might be because it didn't meet certain shipping requirements such as:
- Damaged package: Package was damaged when it arrived at our shipping center.
- Restricted item: One or more items in the package is restricted for export/import to the buyer's country.
- Overage: One or more items in the package are not part of the order.
------------
Reading the last one, makes me believe they do inspect packages otherwise they wouldn't know what was in the box.
I am hoping to hear from the USA buyer soon. I know its a holiday weekend, but they've had their package since June 26. Hopefully they are honest and want to get the correct item!
posted on July 5, 2013 09:37:06 AM new
I recall Ebay said they are using Pitney Bowles and Pitney Bowles contracted with a third party to do the actual shipping.
It gives me the impression they are not using USPS ,more like freight carrier.
Anyway,these are the same guidelines as USPS or Fed Exp Intl or UPS intl.
If they are opening your package,it is to see if you have any restricted items or illegal items,if you sold a badger figurine and shipped a raccoon,I dont think they care.
Or bedspread instead table cloth or shoes instead of handbag?
posted on July 5, 2013 06:18:29 PM new
jewelry box or furniture parts,it does not matter.
you are expecting them to catch your mistake which they are not here to do,their job is to deliver the 'content' safe and sound and legit to your buyer in a foreign country.
What next?candy for kids is not good ,ask the parents or spouse of a diabetic buyer.
Lard loaded almond cookies or drunk fruit cake,big no no.
What about local customs,I doubt they care if declaration said jewelry box and the inside shows furniture parts,as long as it is not human parts.
posted on July 5, 2013 07:07:11 PM new
Lost - you are losing it, or have lost it all together and there is no need to get your undies in such a wad by misinterpreting what I have said.
I CLEARLY STATED that it was an error on our end and that I am working to make it right. You imply that I am trying to get out of something when that couldn't be further from the truth.
My point regarding the Global Shipping Program is that they are apparently NOT inspecting items, which is contradictory to what eBay's CSR told me when I called about an item that was received damaged when I used GSP the first time. They told me that they inspect each package to make sure it is the item and that it isn't damaged. I was suspect of this because of the volume and the need to be an "expert" in deciding what worked and what didn't.
Under the assumption that they open the package and inspect it before forwarding it they would have caught the error and contacted me - according to their own policies. This did not happen.
I do not see any money for shipping when the buyer is invoiced. I get paid for the item only - because we offer free shipping within the USA. GSP gets all of the shipping fees, paid directly in the transaction. eBay just divides it up and sends me my portion. According to the eBay rep, they are unaware of a method to bill me to reship an item.
What happens if I send the package to GSP to be forwarded to the buyer a 2nd time? So far, the only indication I have is that eBay will pay for it. They shouldn't have to, but there is no written policy on this.
Additionally, if I can't get the item back from the other buyer, I will have to issue a refund to the Australian buyer. Is eBay going to refund the buyer for shipping costs that they charged the buyer and incurred when they forwarded the package?
Logic would say no, but again... I have no idea what is going to happen because there is no written policy to read.
[ edited by shagmidmod on Jul 5, 2013 07:09 PM ]
posted on July 5, 2013 08:54:58 PM new
In order to catch your mistake,the Ebay rep upon receiving the packages,and they may not arrive at the same time,would have to read the custom declaration which said jewelry box and then upon opening the package,found furniture parts and said 'oh,no,is this really jewelry box?and how do I open it and store jewelry?may be it is meant for some other buyer ?They look like furniture parts to me,should I find another box by the same seller which said furniture parts and see if it contains a jewelry box?
they may as well work for NSA or Scotland Yard!
I bet you a dollar the Ebay rep would say to her comrade,see how tasteless ebay buyers/sellers are,would you call this a 'jewelry box'?? People would buy anything !
posted on July 5, 2013 08:59:01 PM new
Anyway,I feel for you,mistakes can be expensive,so what are you going to do now?
There is a thread or more than one threads on Global Shipping on Ebay Seller Central,the regular fixtures are laughing -if you use GS,you are okay,but your buyer gets screwed as they have to pay EXPENSIVE SHIPPING ,not just postage but Ebay has to get its share and Pitney Bowles has to get its share and worse,customs duty is a 'must' .
[ edited by lostmymojo on Jul 5, 2013 08:59 PM ]
posted on July 6, 2013 03:14:44 AM new
...NOT inspecting items, which is contradictory to what eBay's CSR told me ...
Did you ask the CSR to point to the specific, written eBay policy? Otherwise, history has proven that CSR cannot be taken as gospel.
I just read the user agreement for GS, and find no explicit statement that "they open each parcel" (except for a bulk shipment of packages for a number of buyers). You do allow Pitney Bowes to do, well, whatever they want to do, which CAN include this.
Just as the post office and customs may have the right to open a package, it seems extremely unlikely that they would have the desire or resources to do so. So if it was in fact opened, and the contents did not appear to be something substituted to evade the GS rules, they would probably still have sent it along to the end customer.
[ edited by Damariscotta on Jul 6, 2013 03:15 AM ]
[ edited by Damariscotta on Jul 6, 2013 05:28 AM ]
posted on July 6, 2013 06:01:11 AM new
Ebay/Paypal/AMZN/Yahoo customer service are just clerks who answer phones,ditto your credit card issuers or banks customer service,they could be new or poorly trained or just tired at the end of the day,so many rules and so many different complaints.
I found Paypal customer rep the worst,they will tell you it is covered just DC ,then the next time you call,it is signature confirmation req;d ,then for overseas packages,any signature is fine,then the next one said must be online trackable,then the boss picked up the phone and said prove to me on some legit paper,not some paper you scribled on,etc etc.
We cant just blame them,we are small sellers with limited resources,we see a sale from an overseas buyer or even a domestic buyer with special request and we would like to comply,money is money,right?
And then it does not go well,we hate it because we try so hard to please and our margin is narrow,and then something went wrong ,instead of making money,we lose money,that SUCKS !
If you notice,big mail order houses ,with much more resources than we do,do not fulfill overseas orders,why,it just aint worth it
posted on July 6, 2013 10:07:27 AM new
I am still getting my ducks in a row. I haven't heard from the USA buyer that has the jewelry box. I did warn the Australian buyer that it is a holiday week and that they may be on vacation, but assured them I would take care of it.
I have no issue with shipping the jewelry box at our cost to Australia or offering them a refund if I cannot get the box back, however because GS was used, I need to see what the proper method of resolving this is.
The USA buyer is a business, and they are closed July 3-8, so I will call them again on Monday to see whats up. I am a bit perplexed that they didn't contact me since June 26 regarding the error. They have over 100 feedback and I can't imagine that they want a box instead of needed furniture parts. I do have extra furniture parts, so I don't need to cover return shipping for those from Australia. I just need to get the box back and get it in the proper hands, then ship the parts to the USA buyer.
posted on July 6, 2013 12:21:28 PM new
If your US buyer is a business,if they are buying to resell and they buy a lot,I know some of them would ask me to label the Ebay number on the outside of the box,it may take sometime for them to realise they did not buy the item you sent them.
you may want to call them and ask them to return the item.
posted on July 6, 2013 05:31:12 PM new
I definitely agree with lost re trying sooooooo hard to please & how by being nice it many times kicks you right in the wallet, not mention the aggrevation.
posted on July 8, 2013 02:35:44 PM new
Finally received a call back from the USA buyer. He is returning the jewelry box tomorrow. Now I have to figure out how to get it to the person in Australia. I have to contact eBay once it arrives and see if I should be sending it back through the Global Shipping Program or just mail it myself. We'll see how this pans out.
posted on July 16, 2013 02:28:32 PM new
Finally got the jewelry box back. I called GSP and they said I have to ship it myself because they assign one shipping ID per transaction.
So, I go to ship the item and the only address is the GSP address. I sent an email to buyer to get her address.
The moral of the story is... double, triple check your GSP shipments!
