Canada Post Expedited Lite Labels Being Charged as Expedited Parcel

[ct-v]

Canada Post are clearing their backlog and charging the shipping labels of the past few weeks. However this week I've had 4 different Expedited Lite parcels being charged the cost of an Expedited Parcel. They first charge the correct amount for the Expedited Lite Label and later in the day they charge the difference between the cost of the Expedited Lite and the Expedited Parcel.

This situation has happened to me for one order in the past. I had contacted Ebay's customer service and they told me to call Canada Post. Then I called Canada Post and they told me to call Ebay...

(And before someone asks, no I did not make a mistake when I entered the dimensions and the weight)

[dinomitesales]

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@lotzofuniquegoodies wrote:

For anyone that has an Expedited lite where the ship to is the same as ship from.

I just had 1 going across town in Calgary. The rate for expedited lite was identical for standard expedited. To the penny. Taking no chance. Sending Expedited. 42 % discount for lite. 71 % discount for Expedited.

Measurements entered: 22 x 16 x 2 cm. 180 grams

Printed on Label: 23 x 20 x 2.5 cm. 230 grams

Display on dot com Label details. 16 x 22 x 2  180.00 grams

You can't make this stuff up!!!  😲

Tested the same parcel to Winnipeg. Approx. 6 dollar difference lite vs Expedited. No discount shown for Lite. 35 % discount for Expedited. 

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It's because eBay Labels is still erroneously showing the rates associated with this promotion that was supposed to end in June. $3.50 plus current fuel surcharge plus tax for anything under 500g mailed locally.

I've seen first-hand reports of people getting billed the difference between this promotional rate and the standard Expedited rate (as recent as last week) - report back if you get any upcharges.

[lotzofuniquegoodies]

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@dinomitesales wrote:

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@lotzofuniquegoodies wrote:

For anyone that has an Expedited lite where the ship to is the same as ship from.

I just had 1 going across town in Calgary. The rate for expedited lite was identical for standard expedited. To the penny. Taking no chance. Sending Expedited. 42 % discount for lite. 71 % discount for Expedited.

Measurements entered: 22 x 16 x 2 cm. 180 grams

Printed on Label: 23 x 20 x 2.5 cm. 230 grams

Display on dot com Label details. 16 x 22 x 2  180.00 grams

You can't make this stuff up!!!  😲

Tested the same parcel to Winnipeg. Approx. 6 dollar difference lite vs Expedited. No discount shown for Lite. 35 % discount for Expedited. 

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It's because eBay Labels is still erroneously showing the rates associated with this promotion that was supposed to end in June. $3.50 plus current fuel surcharge plus tax for anything under 500g mailed locally.

I've seen first-hand reports of people getting billed the difference between this promotional rate and the standard Expedited rate (as recent as last week) - report back if you get any upcharges.

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@dinomitesales  Will do. They also need to make sure the whimsical eBay Postage Calculator tool gets FIXED too if anything is not correct. Sellers base flat rate on eBay tools. They should be all working in sync and porting data accurately. 

As a side when I went to create the above noted shipment, both options displayed. If the system was working properly and cubing parcels when applicable correctly exp. lite should have been blocked. 

[jtg204]

Going off topic a bit into non-Lite issues, but 23x20x2.5 is Canada Post's minimum expedited parcel size (https://www.canadapost-postescanada.ca/cpc/en/support/articles/parcel-services-shipping-in-canada/si... )

ebay (or Canada Post) bumps dimensions lower than these to those minimums for expedited parcel labels.

ebay will calculate shipping based on the smaller dimensions, but Canada Post will later charge for the larger dimensions on the label if it increases the rate.

The size difference doesn't affect the rate in your example (when I check?) but when the hieght is more such as with eBay branded 6" x 4 3/4" x 4 3/4" boxes, ebay will calculate and show an estimate for the smaller dimensions, but generate labels for larger dimensions and charge more later.

Shippo generates labels with the correct entered smaller dimensions, at the lower rate, so it seems to be an ebay issue.

(edit: dinomitesales's pointed out issue explains the discount difference, I was pointing out the label not matching what you enter problem)

Does the mailtto: links in the forum work for you?  (test: [email protected] ) Not sure what the problem could be there, probably affects others too though.  I setup mailto: in windows properly today, and the ebay links all seem to work in multiple browsers for me.

[flipistics]

@jtg204  According to the ABCs of shipping document by Canada Post, there's different size categories and each has a different minimum.

Document - 140 mm x 90 mm x 1 mm

Packet - 100 mm x 70 mm x 15 mm

Parcel - 230 mm x 200 mm x 25 mm

Triangular Mailing Tubes - 100 mm x 23 mm x 23 mm

The SfSB price guide (at least the 2024 one) states the minimum size is 100 mm x 70 mm x 1 mm, so who knows what to believe.

[retro-canada]

I've been trying to resolve this problem for months and eBay has been no help at all. They claim it's Canada Post, and Canada Post says they have no idea what Expedited Lite is. 

The fact is, this is a service advertised and offered by eBay, not Canada Post. 

eBay sets the cost of the shipment, not Canada Post. 

Canada Post doesn't have any record of additional charges, just one single charge.

Nowhere does it say that they might add on extra charges that they can't explain. 

A theory I've been kicking around with how Expedited Lite works: the deal that eBay has with Canada Post is that eBay charges the customer the cost of the Lite label, and then pays Canada Post for a regular full price Expedited Parcel. The difference is then paid for by eBay, which is how the discounted shipping service works. However, sometimes the difference of the costs is accidentally passed on to the customer, which is what these extra charges are.  This could be a simple technical glitch in the system that's become more and more widespread. 

The best I can do right now is theories, since eBay refuses to explain why they're charging everyone extra for a service that they offer through their company. I have thousands of dollars of extra charges at this point, and have had to shut down my business because of this. 

[dinomitesales]

I don't think that's it - I can't imagine a scenario where eBay would voluntarily eat the extra cost for us.

I think it's been pretty much debunked what the issue is if you read through all the discussions on this forum. Even though eBay states the service is good for anything up to 200 g (regardless of volumetric equivalent of weight), in reality Canada Post is re-rating the items in transit and if the VE exceeds 200 g it's charging actual Expedited Parcel rates, and the difference is automatically being billed to eBay and subsequently deducted from your funds.

There is clearly some disagreement between eBay and Canada Post regarding how this is supposed to work. I imagine the silence on the matter is indicative of the two parties arguing about who is at fault; and Canada Post has bigger problems on their plate right now so dealing with this is probably not top of mind.

Just, don't send anything that exceeds 200g VE and you should be fine. Thin/flat/light items. Trading cards, video games in bubble mailers, that sort of thing.

I wish eBay would just turn off the service until everything is straightened out - I can't imagine how many casual sellers (or those not keeping a close eye on their numbers) are getting extra charges and not even realizing it.

[videotimeplus]

Ok, so now we are having a problem with expedited lite showing as the same quoted cost as Regular Parcel. We are switching back to CP since the strike has been reduced to a rotating one and noticed this when adding expedited lite as the option for our smaller items.

[tryubik-useonlyasdirected]

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@jtg204 wrote:

I wonder if this falls into Deceptive Marketing Practices and should be looked at by the competition bureau (civil regime):

https://competition-bureau.canada.ca/en/deceptive-marketing-practices/types-deceptive-marketing-prac...

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This^ 

If it is volumetric it should be advertised as such and the calculator should be programmed to calculate as such. It is not difficult to have the calculator do this. eBay's calculator needs to be accurately calculating which labels are available and at what actual costs there are for the label to the seller. Period.

There is currently an open case against CPC (out in BC, if i recall) that is trying to sue them for inaccurate shipping quotes as they add a bunch of charges to the quote after increasing the final price.

Don't get me wrong, I wholeheartedly support Canada Post as a public service but it needs to be upfront about the charges. (Same goes for private couriers and post facto brokerage charges.) And eBay needs to be accurate in its labels as well. This appears to be an eBay error in both marketing and calculating.

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I've just encountered this frustrating experience with Canada Post Expedited Lite.

Actual Parcel: 145g, 14 x 14 x 14
Label: 145g, 5 x 5 x 5
Charge A (Expedited Lite): $7.57
Charge B (The difference between Expedited Lite & Expedited): $10.56

If I go and try to repurchase the label the estimate is the same as Expedited Lite, $7.57.

Volumetric for 14cm is 550g. In this scenario the volumetric exceeds the 200g. 
If it calculates as other, this is not my issue.

If it is volumetric the option needs to state this accurately in the marketing and not calculate and charge for it as an option.

The question is why is eBay defaulting a variety of different sizes to 5x5x5. If its to circumvent a volumetric trigger at CPC it isn't solving the issue.

By doing this they then falsify the label allowing CPC to charge whatever they will at their costs as per their policy. The result seems to be the difference in eBays discount for expedited parcel.

[treasurechest0114]

My understanding is that this issue/bug is not related to the volumetric issue that we had before.  I worked with eBay to resolve the volumetric issue as it relates to expedited lite that we had In the past.  For several months everything was perfect and then the double charges started to take place.  

In early August I contacted EBay to inquire, fearing the volumetric issue has flared up again.  They reviewed the impacted labels and were confident that earlier volumetric problem had not resurfaced.   This is a new bug that they were unsure of as to why it was happening.  They looked into it and are now working with Canada post to get it resolved...then the strike happened.  Original eta date of the resolution was oct 27th.  I have not followed up since sept 22nd and assume it will now take longer to resolve due to the strike.  

I was told by eBaythat we would be reimbursed for any double charges once everything is resolved.  

Personally I continue to use expedited lite with the hopes that eBay will honor their statement of reimbursement. A big leap of faith I know.

If you call into eBay customer service you may want to save time by quoting them this Bug Ticket Number: EWATCHOP-263836. Original date the bug was posted internally was August 26th with a 60 day estimated fix date.

Thats all the info I have at this point in time.

[treasurechest0114]

I thought I would provide a quick update.  I contacted eBay on my other personal account (just sell personal items around the house for that account) as I had the same issue.  Called in and used the bug ticket number I provided on my last posting and it worked like a charm.  Anyone experiencing this should do the same so they can get set up under the system as an impacted account.   This will save you from having to follow up with each item.   As an example under my main account I have 13 incidences and counting.

eBay is still working on the issue and as mentioned I suspect it will take longer, unfortunately, due to the strike.

Hope that helps.

[treasurechest0114]

Another update here.  EBay made an attempt to reimburse me for the labels on my main account, still waiting on my secondary.   Unfortunately they made a mess of it but at least the attempt was there, lol.  I received partial refunds on about 75% of my impacted labels and two label refunds that were not my own.  The partial refunds were only about 10% of what they owe and for others about 90%.    

For some reason they have a strange message about VAT tax so it looks like they didn't reimburse for the taxes.  I have been given assurance this should not be the case and the full amount should be reimbursed. 

They certainly made it difficult to trace with the refund entries with not providing any order information other than the tracking number.  Im sure you would figure this out but to save time just enter the tracking number to the Canada Post web site.  That will tell you the date of shipment.  From there look at all your orders on that specific date and it should become clear as only expedited lite should be impacted.     That is unless you are super lucky to have tons of sales in which case you probably wont be worried about any of this!

I followed up with eBay and after I do my homework I will submit to them the proper amounts and missing funds.   They have assured me that the issue is resolved and we will no longer be double charged.   I received two more chargebacks today, however to be fair, the labels were purchased 3 or 4 days ago.  

Time will tell but the takeaway is the issue is resolved (hopefully) and if its anything like my situation you will have to help them figure it all out.   Again my personal/secondary account is still outstanding so I suspect they are still working on everything.  

I will try and remember to provide a final recap of my experience and hopefully we can all move on.    I do find it annoying that I have to be the one to fix their attempted fix.  Especially after solving the volumetric issue for them and pointing out this new problem.  You'd think I would get a little more love, LOL.

[jtg204]

Some other discussion on the credits here:

https://community.ebay.ca/t5/Seller-Central/Received-eBay-Credits-Today-But-Don-t-Know-What-It-Is-Fo...

They are withholding the GST/HST amount equal to the GST/HST for the province/territory of the buyer.  Take the total credit from the two credits issued per label, and it should be the over charged total minus the applicable tax rate where the buyer is from.

[treasurechest0114]

What a mess is all I can say.   I reviewed all the refunds and none of them were done properly and many not done at all.  In fact I received a refund for two other sellers!

On top of that I just got hit with 2 more expedited lite fees for packages sent on or after Nov 3rd.

I continue to be told that they will get everything fixed up and an apology for how long this is taking.  Sadly my feedback, comments and suggestions are being ignored.

So much for being told everything is resolved.  It is clear they are either overwhelmed, inexperienced or just don't quite understand the problem.  Probably a combination of all 3.  

My frustration is probably showing but I'll continue to hold out hope they will eventually get it together. 

Can you imagine if we treated our clients his way?

I hope to provide better news in the coming weeks.

[an_709184]

The exact same thing just happened to me. It was a bubble mailer, 100g (20x20x4 cm). Got charged $6 and then $3 two days later.

[an_709184]

I just contacted support through the chat and gave them your bug ticket number, and I've been told: "Once we get updated by our IT team about the issue, we will keep you posted with the same update, so please allow us 48-72 hours to get this checked."

When I asked about the refund, they said: "Once our team has checked and confirmed that this is the confirmed technical issue we are facing, you will be credited back with the $3 charged."

Is that a good sign? What was the refund process like for you?

[dinomitesales]

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@an_709184 wrote:

I just contacted support through the chat and gave them your bug ticket number, and I've been told: "Once we get updated by our IT team about the issue, we will keep you posted with the same update, so please allow us 48-72 hours to get this checked."

When I asked about the refund, they said: "Once our team has checked and confirmed that this is the confirmed technical issue we are facing, you will be credited back with the $3 charged."

Is that a good sign? What was the refund process like for you?

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This is what they always say. Basically they'll credit you if they find that it was indeed "a bug" (spoiler: they'll say it wasn't a bug and this is how it's supposed to work and you need to take it up with Canada Post).

You'll never hear from them after 48-72 hours. If you contact them again after 72 hours they'll explain to you that it's not eligible for a credit.

[an_709184]

Yea that has been my experience so far with the normal expedited labels, basically a scam. 

[tryubik-useonlyasdirected]

Recieved a refund this morning for the doubled Expedite lite charge!

Has anyone else had this?

It shows as "eBay Credit - VAT excluded"

The sale was from one province to another inside canada.

[jtg204]

Yup, had one refunded only yesterday. 

Came as only one transaction this time, and the correct amount instead of minus taxes (was an EIS sale)

Discussion about the credits issued before, and new ones yesterday in this topic.

[treasurechest0114]

Ok, some good news.   Ebay has credited both my accounts with the correct reimbursement for all impacted labels.

They also acknowledged that the problem persists in some cases and are fully aware of the issue with expedited lite.  They are continuing to work on it and hope to have a resolution soon. 

I should note that for my secondary account, despite notifying eBay earlier, there was no record of it being out on the list of impacted accounts.  A second follow up call did the trick. Reimbursed for the one label on that account.

For anyone who has not received a credit it's worth a follow up call to make sure it's being dealt with properly.

My confidence has been restored that this expedited lite issue will be resolved in short order.  As well it's nice to be made whole.  As always I'll provide a final update if I'm notified about a final fix being out in place.