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Several times in the last month or two, we have had international customers somehow pay less than it costs to ship an item. There has not been an issue with the weight or dimensions and most of them were not situations where we had sent an invoice. In one case, they were able to select a flat rate envelope price, which we don’t offer and wasn’t remotely possible with the item we were shipping.
Today, we had two incidents. With one, a Swedish customer had a US address when we sent the invoice. After he paid, the only address we could ship to was his Swedish address and shipping is quadruple what he paid. Also today, a customer to Japan paid $44 for a package of two items that costs $54 to ship via Ebay Int’l Standard Delivery. They were both identical and the weight was correct on the listing and the shipping page. Is anyone else having these problems? It seems to be only on international packages.
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We have just started adding the DHL (AKA Ebay Int’l Standard Delivery) option onto some of our listings- and yes, in the case of the package to Japan, we had that option on the listing and they selected it. They bought the two items and ebay combined the shipping price. When we went to ship, we noticed that they had paid less than the cost of the label somehow.
I just got off the phone with Ebay customer service and they said that their shipping system has some outdated information and hasn’t been updated. They said that it’s being worked on and they are putting in a work ticket for someone to take a look at my account. I’ve had very mixed results when they tell me this and I assume it’s just something they say to make people feel better. They also said that until things are fixed, you just have to send a Paypal invoice for the rest of the shipping. I have no idea how you do that without looking like a greedy scam artist. We just removed the DHL option from a bunch of listings instead.
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I’m sure she would notice if it was happening to you! Hopefully it’s rare. My employees do most of my shipping as well so I don’t have a great handle on how much it’s been happening but I’ve definitely seen weird little anomalies 3-4 times in the last month or so. I’ve been letting it slide but today I finally called customer service about it and they acknowledged that something is wrong with their shipping system.
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I did have a similar problem a couple years ago with eBay only charging domestic buyers who bought multiple items a single flat rate envelope or small box price (that was a shipping option in one of the listings) when all the items would not fit. I fixed it by shutting off automatic combined shipping. Now a buyer pays individual shipping for each item and I manually refund the excess, which is explained in my listings. I’ve only had one buyer balk at that, that I recall.
My default shipping method is International First Class (or Priority) with DHL is an option that no foreign buyer of mine has yet chosen.
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That’s interesting. I will admit, I’m still a little puzzled as to how combined shipping works. We offer it but I’ve looked at sales where it appears that Ebay adds all the combined shipping prices on each individual item instead of using the max estimated weight. I have had a lot of customers balk when we tell them they can pay the full price and we will refund the difference.
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