Selling to EU, why is it so hard and extremely frustrating

[prestigecarpartsuk]

I have a shop selling car parts and sell all over the world. Please can i ask if i am the only one who gets fed up with sending items to EU and parcels getting delayed by end user or business not responding to couriers (emails go to ebay as you cant have that showing) or phone calls, of the couriers are actually phoning them.

I have this month sent around 12 headlights in to the EU. Apart from UPS treating them like rugby *bleep*, half, if not more of these have asked for more information from the buyer in the EU. A VAT number, an EORI number etc. They then have to PAY VAT in that country and a customs charge, again most of these don't get this and the item ends up coming back. 

Why doesn't ebay get this information from the buyer at the time of purchase. Most of the time the buyer does not reply to my messages through ebay. Sometimes if a business you can get the information with a bit of research. But most of the time its an individual which makes it more of a pain. 

Sending parcels anywhere other than the EU is a hell of a lot easier. Why is it so hard. UPS seems to have different processes for different countries. 

I am pulling my hair out with how difficult this is being. Then when you want to speak to someone at ebay you cant as even through i send them a 5 figure fee each year i am still treated like someone selling used clothes for £'s. 

[pegr-834437]

I know everyone says it costs much more but have you looked into GSP, it takes all these worries away. If you just list your next few listings with GSP and judge the price to see if its worth the saving you'd make from the hassle and costs. Also the damage might be less as you just need to get it to the depot and you're pretty much safe.

[prestigecarpartsuk]

Sorry I'm not sure what you mean with this GSP ?, is it 

https://policy.trade.ec.europa.eu/development-and-sustainability/generalised-scheme-preferences_en

[4_bathrooms]

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@prestigecarpartsuk wrote:

I have this month sent around 12 headlights in to the EU. Apart from UPS treating them like rugby *bleep*, half, if not more of these have asked for more information from the buyer in the EU. A VAT number, an EORI number etc. They then have to PAY VAT in that country and a customs charge, again most of these don't get this and the item ends up coming back. 

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If the delivery address is a business they should have an EORI number. eBay collects and remits the buyer's domestic EU (supply) VAT at the point of sale where the value of the goods is up to €150 (£129.00 approx.); goods with a higher value are subject to (import) VAT, duty and the carrier's handling charge on import. It has been this way since 1st June 2021.

eBay's Global Shipping Programme is a DDP service meaning your buyers wouldn't need to worry about VAT or duties on import. However, it isn't really suitable for lower value items and as you're VAT registered you would need to request the requisite proof of export from eBay for every single GSP order in order to zero-rate the sales.  

[pegr-834437]

No sorry the Global Shipping Programme 

Global Shipping Programme | eBay

Basically eBay take car of everything, you just ship it to eBay. Most say it costs double or triple normal postage but I have found for a small parcel with Royal Mail it costs about £5 more. You just charge the customer UK postage and eBay charges them the rest. For your bigger items I suspect the prices would be extreme if they could even take them but the smaller parcels might work out ok. 

Just something to look into thats all. If you are going to the Open event next month eBay might be able to better explain things to you.

[style_wise]

GSP = eBay's Global Shipping Program

Like Simple Delivery but International.

If your items are eligible, in a nutshell: You pay for them to go to a UK hub, eBay inspects and repackages them, sends them on taking all responsibility for delivery, damage or loss (you get paid even if the Buyer is refunded & they can't leave you Negative or Neutral feedback).

BTW eBay treats 'attempted' delivery as delivered, so if Buyers tried this nonsense with GSP they wouldn't be eligible for a refund.

[prestigecarpartsuk]

Are, I see. GSP. No i don't use that as I believe i make more sales when the customer sees the postage, than GSP results. Not sure why, but i know people who use that, have more and the same items as me and only sell the small items occasionally. Maybe it could be looked at and maybe it will work. But I also have a website that feeds Ebay site and a 3rd party tool in the middle that adds the postage costs.

[prestigecarpartsuk]

Thanks, i know all the details. I dont think the Global Shipping Program is going to work for reasons noted in other reply.

I may look in to it, but again, ebay are squeezing enough money out of me already, why give them more with profit from sending parcels on my behalf when i can make the profit.

[lincolnshiremarine]

Hi

We use eBay's global shipping service to send products overseas.  Basically it is your responsibility to get the product to the UK shipping centre ( you purchase the postage label from eBay for the UK  global shipping address) then eBay global shipping sort the rest out on behalf of the seller and buyer. 

Make sure you always enclose the invoice with your product.

It can be more money for the buyer doing it this way, but, any issues eBay will resolve them on your behalf as long as your item arrives at the UK shipping hub.

We have had a few buyers raise an item not received case in the past, as it shows delivered on the eBay tracking, but what this means is it has arrived at the UK hub only, not the final destination 

Some items have gone missing and  the buyers have raised an item not received case, but eBay resolve them on your behalf, as often you cannot update the case if it is Global shipping.  However, I chat with eBay Customer Service to try and get the case resolved quicker for the buyer.  As said you are fully protected.
 

This what you need to do to implement Global shipping on your listings:

Go to one your listings and revise the listing, then under INTERNATIONAL POSTAGE Click the tab near Global shipping, this will activate it, after you have done this refresh the listing. Go back to the  listing as if you were viewing it to buy , click on the Postage (see details) you should then see a list of countries outside the UK showing.

If they do not show, go back to the listing and revise it, by clicking the International global shipping tab again, then refresh your listing.  Sometimes even though I have clicked global shipping, it never appears, so needs to be refreshed a few times.

Please also note, eBay sometimes restrict what is being sent via global shipping as well, make sure you also have the country of manufacturer listed on your listing too.

I hope that helps 

Best wishes 

[cobwebcottage]

The postage costs to you to send parcels to the GSP hub are standard inland prices. The customer then pays Ebay for the international postage. I would doubt that you would make a lot of profit on the postage by sending it yourself.

[4_bathrooms]

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@prestigecarpartsuk wrote:

Thanks, i know all the details. I dont think the Global Shipping Program is going to work for reasons noted in other reply.

I may look in to it, but again, ebay are squeezing enough money out of me already, why give them more with profit from sending parcels on my behalf when i can make the profit.

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There isn't really any other way eBay can help you. Where EU buyers are concerned the buyer is responsible for paying import VAT, customs duty and their domestic carrier's handling charge on import for purchases over €150 in value. If the delivery address is a business the buyer's domestic carrier will request an EORI number prior to delivery. Some carriers might ask for an EORI number from private individuals the first time they import something - in this case the person needs to inform the carrier they are not a business and that the goods are for their own personal use.

The UK has broadly identical rules for imports that were introduced in January 2021 - the UK and EU rules were originally part of the same EU legislation which was mostly finalised before Brexit hence the similarities. 

[4_bathrooms]

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@cobwebcottage wrote:

The postage costs to you to send parcels to the GSP hub are standard inland prices. 

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I assume @prestigecarpartsuk is referring to eBay's fees which are based on the price paid by the buyer including the item price, any handling charges, postage, and any applicable taxes. The FVF, international fee and ROF will always be higher for a GSP sale.

[prestigecarpartsuk]

one thing that I don't think eBay does enough of for the seller, is supporting us with the Requirements for selling in the EU. Yes, its got to be authentic, cant be a clone or copy, etc etc. But what about when the customer does not want to pay the customs fees which again is masked by the courier as a customs fee when its mostly VAT in that country. Customer all of a sudden realises that £400 headlight was a bargain, oh wait, another 140 euros, no thank you. and i end up having to explain it and deal with a refund and return and all the other things that go on with returns (damage) that make me wonder " why the F$%£" do i bother!

With most companies now you have the options for DDU and DDP, Delivery duties paid, Delivery duties unpaid.  Leaving the customer fully aware of the costs straight out of the pocket. IF ebay were to approach it like this, would be a hell of a lot easier. Feel there lagging behind here. Where exactly did that £1800 go i sent them last month??

[4_bathrooms]

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@prestigecarpartsuk wrote:

With most companies now you have the options for DDU and DDP, Delivery duties paid, Delivery duties unpaid.  Leaving the customer fully aware of the costs straight out of the pocket. IF ebay were to approach it like this, would be a hell of a lot easier. 

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You have the option of using eBay's GSP - which is a DDP service - or arranging your own shipping which will be DDU. If you're arranging your own shipping eBay has no way of knowing the handling charge that will be levied by the buyer's domestic carrier for customs clearance so eBay cannot possibly calculate the final price the buyer will ultimately end up paying.

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@prestigecarpartsuk wrote:

But what about when the customer does not want to pay the customs fees which again is masked by the courier as a customs fee when its mostly VAT in that country. Customer all of a sudden realises that £400 headlight was a bargain, oh wait, another 140 euros, no thank you. and i end up having to explain it and deal with a refund and return and all the other things that go on with returns (damage) that make me wonder " why the F$%£" do i bother!

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I noted earlier that you're registered for VAT in the UK. Assuming you meant the item was listed at £400 including VAT are you saying that eBay does not remove the domestic (UK) VAT element when an EU buyer checks out? They certainly do if the order is under €150 (where eBay is responsible for charging and remitting EU VAT) or if the order is sent via the GSP to ensure the buyer isn't effectively "double taxed". 

[prestigecarpartsuk]

Hi no Ebay removes the VAT from the customers purchase in the EU. I have set this up a while ago.

One thing i would like to know though, that is proving extremely annoying and costly, is what does ebay say / send buyers of parts from the UK to the EU. Does it highlight that VAT is not included in the price you paid (if over 150euros), and will be billed on import by the courier. What implications there will be if not paid, and anything else. 

My ebay listings highlight the below 

All UK Prices Include 20% VAT, other countries do not

Purchases to the EU after purchase

and 

Global Shipping available on all items. Please enquire. Import Charges & VAT will apply to your country.

I have also started messaging the buyers that the price does not include VAT and request information that Ebay doesn't ask for, EORI, VAT number, personal ID number, email address. and they still refuse the package siting that they thought customs fees were included in the price 🤬.

Does ebay help its UK to EU sellers in anyway at all or am I hoping for miracles. Would be nice to have Some support from one of the biggest global brands that take thousands from me each month

[prestigecarpartsuk]

you'd be surprised. 

[4_bathrooms]

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@prestigecarpartsuk wrote:

Hi no Ebay removes the VAT from the customers purchase in the EU. I have set this up a while ago.

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There's nothing to set up. If you provide eBay with a GB/XI VAT number the UK VAT is removed automatically when selling to the EU.

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@prestigecarpartsuk wrote:

One thing i would like to know though, that is proving extremely annoying and costly, is what does ebay say / send buyers of parts from the UK to the EU. Does it highlight that VAT is not included in the price you paid (if over 150euros), and will be billed on import by the courier. What implications there will be if not paid, and anything else. 

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If the price of the item (excluding postage) is €150 or less* the listing will show "Price displayed includes VAT" - the same notice is displayed if the item is available via GSP regardless of value. If the item value is over €150 and the item is not available via GSP there is a disclaimer in the "see details" pop-up section informing the buyer that taxes and import charges may be payable (you have to know where to look to see it).

*eBay charges and remits VAT if the buyer is a resident of France or Monaco regardless of value.

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@prestigecarpartsuk wrote:

My ebay listings highlight the below 

All UK Prices Include 20% VAT, other countries do not

Purchases to the EU after purchase

and 

Global Shipping available on all items. Please enquire. Import Charges & VAT will apply to your country.

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You seem to have put that disclaimer on all your listings even when it would not be correct. Where eBay is responsible for charging and remitting EU VAT the buyer will have no further VAT to pay, no duty to pay and no handling charge levied from their domestic carrier.

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@prestigecarpartsuk wrote:

Does ebay help its UK to EU sellers in anyway at all or am I hoping for miracles. Would be nice to have Some support from one of the biggest global brands that take thousands from me each month

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As has already been (repeatedly) mentioned eBay have the Global Shipping Programme which is a DDP service. GSP isn't perfect but it's about as good as you're going to get. If you're not using GSP and the item value is over €150 eBay has no way to determine the final price the buyer will pay as it will depend upon the carrier that you have chosen. eBay could make it clearer when the price doesn't include VAT, duty or handling charges which will be payable on import but they've probably decided that doing so would just put buyers off clicking the "Buy It Now" button.