topic Re: eBay overcharging on Auspost labels again? in Selling

eBay overcharging on Auspost labels again?

charmony — Sat, 04 Jul 2015 02:15:12 GMT

This was happening a while back but it seems to be happening again... last month my eBay invoice debited me $25.05 for a postage label costing $22.77, and $27.15 for a label costing $24.68. I got charged the correct amount for a dozen other labels, however.

Chatted to eBay about it and was told I'd be informed when it had been looked into, but have heard nothing since and had no credits on my account. Anyone else noticing these extra charges?

Re: eBay overcharging on Auspost labels again?

thegaminggamer — Sat, 04 Jul 2015 14:26:59 GMT

Sigh. I thought it was just my imagination seeing the discrepancy between my last month's invoice and my shipping labels, but seeing as how you posted this topic, it obviously isn't and I've been overcharged too. Now I'm forced to chase up on it and demand credit.

Re: eBay overcharging on Auspost labels again?

davewil1964 — Sat, 04 Jul 2015 14:52:47 GMT

Are you including eBay FVFs in the total?

Re: eBay overcharging on Auspost labels again?

charmony — Sun, 05 Jul 2015 00:52:00 GMT

The FVF is listed elsewhere on the invoice as the FVF is calculated from the amount the buyer actually pays. The charges I'm referring to are listed as Australia Post Parcel Post labels generated via eBay - they are payments that I made, not the buyer. They're mostly correct - last month I just had the two that were overcharged. The confirmation emails did have the correct amount listed. Last time this happened it was just a few cents on each label - this time it's 10% and only on the more expensive labels.

These errors were from May. I just discovered another one in June - out of half a dozen Auspost labels I created, one is overcharged by 10%. Off to make another fruitless call to Customer Service.

Re: eBay overcharging on Auspost labels again?

moonia99 — Sun, 05 Jul 2015 03:01:22 GMT

The amounts are correct,you have been charged the 10% fee for postage.

Ebay had a 10% discount on ebay postage there for a while that's why those other charges are also correct.

So unless you don't get charged a fee for postage then these amounts are correct?

Re: eBay overcharging on Auspost labels again?

charmony — Sun, 05 Jul 2015 03:42:01 GMT

The 7% (not 10%) FVF on both the item and the postage paid are elsewhere on the invoice.

The 10% I'm talking about has been added to the Auspost label I bought. If this is a new fee then why is it only on some of the postage labels, not all? They're all the same Parcel Post labels.

Re: eBay overcharging on Auspost labels again?

moonia99 — Sun, 05 Jul 2015 04:01:55 GMT

I get charged 10% fee on ebay postage as most sellers do.

But ebay had a 10% discount on postage so I paid less for postage for a few weeks meaning the postage charged by ebay never changed.

But others were charged a 10% fee that's why mine had a 10% difference.

This could be the same in your case?

Do you or have you ever been charged a 10% fee on top of the postage cost because this policy has been in place for a while now for normal non store sellers.

Re: eBay overcharging on Auspost labels again?

charmony — Sun, 05 Jul 2015 04:05:14 GMT

I do have a store. I pay a 7% final value fee on the postage paid by buyers. This is NOT about that FVF postage fee. It's an additional and apparently random 10% on some of the AusPost labels that I've created.

Re: eBay overcharging on Auspost labels again?

cathyjoyjoy — Sun, 05 Jul 2015 04:45:21 GMT

sigh ......... and how many others may have been charged incorrectly, or at the very least, do not understand the complicated invoice ..... ?

Re: eBay overcharging on Auspost labels again?

moonia99 — Sun, 05 Jul 2015 05:04:04 GMT

Ok please let us know the outcome of why ebay has charged you extra,good luck.

Re: eBay overcharging on Auspost labels again?

charmony — Sun, 05 Jul 2015 09:48:40 GMT

Spent half an hour on Chat to customer service because he went off to "research" it. In the end I'm exactly where I was at the end of my last chat with them 2 weeks ago. He has said he'll send an update tomorrow after speaking to the person I first spoke to. Regarding the charges he said:

"I will have to send a follow-up to billing team regarding this...I don't believe this to be normal charges as well.. but it's best to wait for the escalation team regarding this matter."

While the "billing team" are the ones to (I hope!) give me a credit, that doesn't fix the actual problem, which seems to be a bug. So I would advise anyone who has used the "Create Postage Label" function in the last 2 months to check that the label cost matches the invoiced amount, and to continue checking... forever. Either eBay or Australia Post have already taken ~$6 from me.

(I have also written to Auspost to ask if there are any additional fees when using this service, because I'm not aware that there are, especially not random fees.)

Re: eBay overcharging on Auspost labels again?

charmony — Sun, 12 Jul 2015 00:50:11 GMT

The original rep wrote to me a couple of days ago and said the credit request is still pending because "The process on crediting a postage label fee is different from your seller fees because we will have to forward this to Australia Post."

But...

"Rest assured though that the fee difference will be credited back to your account."

So at least they know the wrong amount was charged. Curious that Auspost needs to be involved because the extra fees were on my ebay invoice, which I've paid, so ebay has the money (not Auspost) - why can't they refund it?

Now to check my latest labels...

Re: eBay overcharging on Auspost labels again?

roughmetaphors — Fri, 14 Aug 2015 21:57:52 GMT

My husband was also overcharged 10% by eBay on 6 AusPost postage labels which were printed from 6 June 2015 till 9 August 2015. The discrepancies amounted to $12.66. It's a good thing I went through all his eBay fees in his seller account or I might have missed them. He managed to have them all credited back to his account but not without countless emails and lengthy chats. I just hope this isn't an ongoing problem that eBay isn't aware of.

Re: eBay overcharging on Auspost labels again?

charmony — Sat, 15 Aug 2015 00:30:44 GMT

Not good to hear this is still happening. I didn't find any problems with my July & August (so far) invoices. I did get credit on my July invoice for 2 of the 3 overcharged labels going back to May.

Re: eBay overcharging on Auspost labels again?

roughmetaphors — Tue, 01 Sep 2015 22:09:12 GMT

This issue is still ongoing. I created a postage label for $22.32 on the 30th of August and eBay has just charged $24.55 to my seller account for this label. I've just emailed them an am awaiting their response.

Re: eBay overcharging on Auspost labels again?

charmony — Tue, 01 Sep 2015 22:58:40 GMT

Yikes, not good.

In my case it never happened with $7.45 labels, only the higher value ones.

ebay took ages to refund but eventually did. They said the reason it took so long was that the refund had to come from Australia Post before they could refund. However, I wrote to Australia post at the same time and finally (yesterday!!! - many weeks later) got their reply:

"Unfortunately, eBay account payment discrepancies are something that eBay will need to assist you with. Australia Post has no access to this information or authority."

Buck-passing, anyone?

Re: eBay overcharging on Auspost labels again?

roughmetaphors — Tue, 01 Sep 2015 23:10:56 GMT

It's the same with me - it is always the higher value postage labels that get overcharged.

The refund/credit sometimes takes ages but occasionally it happens within the day depending on who I'm chatting/emailing to. Some of the customer service reps don't have any idea what to do apart from escalating it to the billing department while others seem to be able to issue the credit without much fuss.

Re: eBay overcharging on Auspost labels again?

charmony — Tue, 01 Sep 2015 23:33:20 GMT

I must've spoken with 3 different people trying to sort mine out a couple of months ago. Each time, they agreed there was a problem but couldn't fix it themselves, and always said they'd email me an update the next day, but never did. Eventually the credit appeared on a later invoice without warning.

Re: eBay overcharging on Auspost labels again?

harley_babes_hoard — Wed, 02 Sep 2015 20:24:33 GMT

There is an easy fix, stop using ebay labels. As I have said before on numerous occasions. The little bit that you save on postage is not a saving when you factor in your time chasing up errors, ringing ebay and the angst created by that. I couldn't be bothered.

Re: eBay overcharging on Auspost labels again?

clarry100 — Wed, 02 Sep 2015 20:53:14 GMT

My sentiments exactly Harley...

It's for these very reasons we never use them.

We always use Click and Send. They never overcharge.

The C&S website can be a little clunky at times tho.

I don't have time to sit down and go thru my invoices looking for these random overcharges with a fine toothed nit-comb.

Of course most of our items go out by large letter so our usage of parcels is quite low anyway.