Ask Us Anything: eBay International Shipping Canada

[devon@ebay]

Have questions about how eBay International Shipping works, how to streamline your cross-border sales, or how the program can help grow your business? Drop your questions in our AMA thread and the eIS team will be ready to dive in.

We’ll be collecting questions from Thursday at 10:00am ET through Friday at 10:00am ET, so don’t miss your chance to ask anything—from logistics to seller protections to best practices.

Get your questions ready and join the conversation!

As always, thank you for being part of the eBay seller community. 

[cottagewoman]

Will there be any evolution of the program, specifically for US bound orders? Perhaps bringing onboard Canadian soil logistics and fulfillment providers who have years in the trenches and have a much deeper understanding of how to leverage every advantage available from their experience, even in this new treacherous landscape? The legacy carryover of the US solution put in place to begin with isn't going to give us much of a fighting chance north of the 49th parallel. It may be a good idea having two streams - one for the US, the other for all other countries.

[reallynicestamps]

2. Without getting into reasons because there are just too many will an EIS hub open in Western Canada to service western Canadian sellers?

 Worth bringing up again and again.

[lotzofuniquegoodies]

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@reallynicestamps wrote:

2. Without getting into reasons because there are just too many will an EIS hub open in Western Canada to service western Canadian sellers?

 Worth bringing up again and again.

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@reallynicestamps 

@intimewithmusic 

That sounds like it's in the works. How long unknown. They also mentioned a specific high discount with CP for shipping to hub. Again no time frame. 

[flipistics]

1. Asking this here since it will almost certainly be applicable with the new rates to the hub: can we PLEASE get a tax breakout on the eBay shipping labels?
2. How does the eIS warehouse process orders? Do they use the tracking number AT ALL, or just the EVTN and C/O? If it ONLY uses the EVTN and the C/O, are we allowed to break that out into a separate label? The reason I'm asking is some shipping companies like Purolator, ICS, and Canpar allow for multi-package shipments, but the information on all the shipping labels has to be identical. If we can break the other information out, we could potentially take advantage of that ability.
3. Please add an option in the rate tables that is specific to the hub. An option in the listing to allow calculated shipping to the hub regardless of the other domestic policies would also be really helpful (IE, perhaps shipping would have a hub section, a domestic section, and an international section).
4. Please give us a filter in the seller hub to filter listings by COO (or at least make it one of the columns).

This is separate from eIS, but please add an option to the combined shipping rules to allow for combined shipping based on weight for people who are using rate tables (IE, non-calculated).

Also, please add tracking for ICS. It's a really good option for sending items to many smaller population areas, but the tracking doesn't update in eBay.

[regs43]

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@flipistics wrote:

1. Asking this here since it will almost certainly be applicable with the new rates to the hub: can we PLEASE get a tax breakout on the eBay shipping labels?

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THIS

[wheelersndealers]

And Again and Again

[byto253]

Can multiple separate sales be sent to the hub in one box. This would be shipment of sales to different buyers and have the labels on them with the specific EIS code and address for the shipment. The hub then scans or enters the EIS code on each one, the same as they do for lettermail.

This would be very beneficial for sellers that are located far away from the hub and the shipping cost to the hub is substantial. It also allows planning to have auctions end on the same day to facilitate sending multiple sales in one box to the hub.

[lotzofuniquegoodies]

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@byto253 wrote:

Can multiple separate sales be sent to the hub in one box. This would be shipment of sales to different buyers and have the labels on them with the specific EIS code and address for the shipment. The hub then scans or enters the EIS code on each one, the same as they do for lettermail.

This would be very beneficial for sellers that are located far away from the hub and the shipping cost to the hub is substantial. It also allows planning to have auctions end on the same day to facilitate sending multiple sales in one box to the hub.

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@byto253 

According to the zoom call not at this time. Seems to be a suggestion that comes up repeatedly. Down the pike (no actual timeline) there will be a special discounted rate with Expedited to the hub. (As I recall approx. 60% but don't quote me please!!) A western hub has also been suggested. Really makes no sense plus adds to timeline if you are shipping to Australia as an example and it has to go by way of Toronto. 

[devon@ebay]

Hi all! I am working with the team to have all of the responses and will be sharing those once they have all been answered from the eIS team! Thank you all for your participation. 

[devon@ebay]

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@intimewithmusic wrote:

Hi devon@ebay 

Devon,

Thank you for taking our EIS questions. I have four;

(I'm gatefully in the EIS program)

1.    I have painting equipment from retirement for sale. I'm trying to list a new paint sprayer hose (made in USA). EIS won't accept it. It posts "Does not ship to United States" if buyer with a US address checks the shipping details. The item is getting a lot of views but no one in the US can buy it. In the reverse, American sellers using EIS selling exactly the same Graco sprayer hose, have no issue selling it to Canada through EIS. I checked the listing for flaws like package size etc. It's a small box less than 2 kg. The only possibility I can see for the rejection is maybe it's restricted under EIS Canada "Heavy equipment and attachments" or "Hazardous materials " but it is neither of those. Other pro paint gear I'm listing fine with out any EIS issues.

   Is there a problem with the EIS restricted goods list and can we please have a complete breakdown of the items that are on those restricted lists?

2.    Without getting into reasons because there are just too many will an EIS hub open in Western Canada to service western Canadian sellers?

3.    How does the EIS process items restricted in some countries but not in others? Sellers may inadvertently ship to a country that restricts them. An example would be knives. Many types can be sold to the USA but none can be sold to the UK. Other examples include certain wood species and natural materials that may be OK for some countries but not others? When one of these items reaches the EIS hub what happens next?

4.    Buyers are encouraged to evaluate sellers with four feedback parameters. Through EIS "Shipping Speed", other than handling time, is greatly slowed down particularly for sellers further from the hub. As well, "Reasonable shipping Cost" through EIS is completely out of Seller control. Will these feedback choices be removed or amended if a seller uses EIS?

  Thanks again!

InTimeWithMusic

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Hi @intimewithmusic! 

1. Our item exclusions may include items that, while not wholly restricted, require additional hurdles for border clearance in our system that we cannot currently support. It can also vary for the same item based on the origin and destination country. If you think there may be a listing where this is applied incorrectly, I’d recommend flagging it to [email protected].
   
   
2. From the very start, our team was aware of the unique circumstances in Canada that would make eIS less viable for sellers if we had only a single hub. While we can’t commit to a timeline or location, I can share that the team is working toward a hub solution that will make the program easier to navigate for Western sellers. 
   
   
3. Item exclusions or restrictions can and will apply to some eIS-eligible countries but not all. In the case of knives, the regulatory hurdles in clearing them across borders is such that we’ve simply removed all knives from eIS. But there are also cases where additional restrictions in the destination country mean that our item exclusions apply exclusively to that country, but not others. 
   
   
4. Good question! Any negative or neutral feedback incurred as a result of the international shipping and handling in an eIS transaction is automatically removed.
   
   
   
    

[devon@ebay]

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@mandicrafts wrote:

1) Will the EIS hub use any other carrier to the USA than DHL? Being a courier they seem to have a base rate of $24 shipping, even for small and light items which prices us out of the US market. Perhaps another carrier would have lower US rates?
2) Can eBay put in a column on Active Listings, or a feature in bulk edit, to pick out listings without COO?
3) Can eBay enable flat rate shipping to the USA but keep calculated shipping to Int'l so that we can add our own shipping methods to the US in which we can include the tariff, without having to come up with flat rate Int'l rates. 
4) There are many items that do not show EIS US shipping rates even though COO is filled out, and they should qualify. Particularly for my collectible vintage Steiff, Schuco and other mohair plush toys. For those, I need to know which ones do NOT show EIS so I can either move them back to .com, or add my own flat rate US shipping to include tariffs. I have many examples. A Steiff Dachshund dog in 7 inches shows EIS US shipping, but the same Steiff Dachshund dog in 9 inches does not show EIS US shipping. Which makes no sense. But is there a way to find out which do not show EIS US without going through them one by one.
5) Does EIS exclude dinnerware, plates, tea cups and saucers, glasses, cutlery, mugs etc to the USA due to vague FDA rules? CP and UPS and Chit Chats all ship these to the USA. What is the criteria for EIS? Is it age? Is it category? Do these need to be listed on .com instead? 

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Hi @mandicrafts! 

1.  eBay has a broad network of partners based on the item destination, and commercial rates with each partner. I can’t comment on any negotiations except to say we are always looking for opportunities to expand our shipping network to benefit eBay customers.
   
   
2. This is a great suggestion we also received in the recent webinar. We have shared it to the broader team, though I can’t commit to anything here. We are also beginning to roll out tools to automatically apply COO information, though even in those cases it is generally recommended that sellers review and apply their own information.
   
   
3. This should be possible through the use of international rate tables, which would allow you to select calculated shipping for particular destinations, and flat rate shipping for others.
   
   
4. Item restrictions or exclusions to particular markets can vary based on hurdles our facility may face in border clearance, but we’re always looking for opportunities to refine those exclusions.
   
   
5. As it stands these exclusions are applied by category. Based on this, and your above comment, we will explore a solution to help sellers identify when eIS exclusions are being applied to their item.

[devon@ebay]

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@vintageandglamor wrote:

1) Is there a way to get a list of all items not enrolled in EIS so we can try to solve individual listings not showing EIS in bulk?

2) I have read some are receiving discounted Canada Post rates to EIS, but I have not seen this. Is this only available to sellers close to your location?

3) Will there be a Western EIS hub in the future?

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Hi @vintageandglamor!

1. Thanks for this feedback. This is something the team is actively exploring, though I can’t commit to a solution 
   
   
2. Our eBay-negotiated rates are not yet live on eBay Labels but will be in the very near future. Keep an eye out over the next few business days.
   
   
3. We can’t commit to a firm timeline or location, but we are aware of the specific challenges for Western sellers and are working on a solution for them to more easily use eIS.

[devon@ebay]

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@palmerstonpicks wrote:

thank you so much for taking our questions!

1. Requesting that a new shipping policy be created specially for the hub so that I can choose free shipping and keep my current domestic flat rates too for the same listings. I do not want to offer free shipping for the rest of Canada; rate tables are insufficient
2. Further to the above, requesting a seller drop off option for delivery to the hub - we live very close.
3. What if a buyer opens an item not as described case? Are we covered for that return? 
4. Do we know when a buyer opens a return?
5. What are the operating hours at the hub? Our courier routinely tries to deliver after hours (causing delays)

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Hi @palmerstonpicks!

1. Great suggestion, and something the team is currently pursuing! 
   
   
2. Also a great suggestion, and also something the team is actively pursuing. We are building a drop-off system where sellers will be able to smoothly and securely bring their items directly to the eIS hub.
   
   
3. Yes, though I’d add that repeated INAD cases may impact your conversion or access to the eIS program in the long term.
   
   
4. Yes, you’ll be notified that a return request has been made and when eBay has stepped in to offer a refund on your behalf.
   
   
5. The hub accepts deliveries from 8:00am to 3:00pm. Which courier do you currently use? We can always reach out to advise them directly.

[devon@ebay]

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@storage_warriors wrote:

Is eBay going to develop some kind of guidelines so we can figure out how to make eis appear on listings that should qualify? I did a random spot check on ten of my listings yesterday and could not find a pattern. I even looked at 2 listings for CDs, the only difference being that one is made in Taiwan and one is made in Hong Kong, and one shows eis and one doesn't. It makes absolutely no sense. How can we strategize if we have no idea what the criteria are? We can't play the game if we don't know the rules.

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Hi @storage_warriors!

• We are hearing plenty of feedback and questions related to item exclusions and restrictions based on country. While we’re also continuously working to refine our criteria, we have heard the request from sellers to more easily see which items have eIS restrictions applied and are exploring a solution to help sellers identify listings impacted by eligibility requirements. 
  
  
• In the meantime, if there are listings where something doesn’t look right in the exclusions, don’t hesitate to shoot the link to [email protected] .  

[devon@ebay]

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@la_collectionneuse101 wrote:
Hi! When everyone will be enrolled to EIS? I wish I will be before Christmas it’s the Q4 and I need more sales especially in USA! Thanks 🙂

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Hi @la_collectionneuse101!  The ramp is continuing over the next several weeks but we do expect it to be completed by mid-December.  

[devon@ebay]

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@an_709184 wrote:

Once an item arrives at the hub, how is the process of determining the next carrier made?

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Hi @an_709184! Good question! eBay maintains a network of carrier partners that will vary based on the item and the destination. 

[devon@ebay]

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@cottagewoman wrote:
Since the site is generating an estimated tariff cost based on category and CoO - we do not enter HTS codes in our listings - will there be an option in the future for eBay to collect and remit tariffs without using the eIS program if using Canada Post which offers DDP?

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Hi @cottagewoman!  Unfortunately I’m not able to commit to a solution that would enable us to collect and remit outside of a managed shipping solution like eBay International Shipping. 

[devon@ebay]

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@thebossorder wrote:

-if im enrolled will the usual buyers still be able to easely select a regular shipping method that has always been previously available to them or are they pushed toward the EIS program

-is ebay displaying EIS shipping rates first from the search page or the buyers see the cheapest/default options first?
-if i opt in and then decide later to opt out again, which listings are still enrolled if any ?

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Hi @thebossorder! 

Yes, once enrolled your existing self-ship international policies are still in place. Buyers will see the less costly of the two options in Search and on the Listing, and will have the ability to choose whichever option they prefer in checkout. 

If you opt out, all listings are removed from eIS eligibility.

[devon@ebay]

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@lotzofuniquegoodies wrote:

1. Is there anything in place to address when incorrect shipping is charged to a buyer and they have paid?

2. Is there anything in place to address when buyers have been charged incorrectly for tariffs etc?

3. Will the mentioned discounts (Zoom discussion) for shipments to hub with CP apply to all shipments created with eBay Labels or eIS only?

Thanks. 

I second and third the suggestion about adding a column in sellers hub for Coo vs having to check each listing individually. Along with a western hub.

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Hi @lotzofuniquegoodies! 

1. eBay’s cost estimates are determined by the price ultimately paid for the international leg of shipping and handling, combined with domestic shipping. If there are listings where you believe the shipping cost is inaccurate, please send an example link to [email protected] to flag it!
2. If there are examples of listings where you believe duties are being calculated incorrectly, please pass them along. Otherwise, all duties collected are remitted by eBay to the appropriate bodies. 
3. These only apply for shipping to the eIS hub, which would only occur during eIS transactions. 

[devon@ebay]

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@dhslk wrote:

Can you explain how ebay determines what to charge customers? As far as I can tell, it is completely inaccurate. Is ebay going to enable Zonos for sellers to ship themselves to the US so that accurate amounts can be quoted/charged?

For example, a $479.95 slipcover that I am selling shows on ebay to US customers as having shipping charge of Cdn$143.99 and import fees of US$108.28! Yet, when I get my own quotes from Canada Post and Zonos,

shipping to most of US is about Cdn$53 (shipping to hub would be Cdn$31, so even adding that cost would only add up to Cdn$84) and import fees using postal network is Cdn$96 (or via commercial carrier is Cdn$186---which shows why ebay should ONLY be using Canada Post for eis). In other words, if I could incorporate Zonos into my listings, the US buyer would be charged about Cdn$53+Cdn$96=Cdn$149, which is a lot of money but probably worth it to some buyers). But the approximately Cdn$295 that ebay is quoting them is completely prohibitive.

Shopify and others have figured out how to add Zonos to their platforms. Why not ebay? Will this be rolled out soon, ebay?

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Hi @dhslk! 

eBay does not currently have any mechanism to integrate additional solutions for duties collection and remittance. If you would like to maintain your self-ship solutions, we’d recommend embedding the estimated cost of duties into your shipping cost for that particular country. If there are listings where you believe the shipping estimates or duties calculation is incorrect, don’t hesitate to flag them to [email protected].