Hi, I require insurance for most transactions and have it set up in shipping. But of late, every customer is being double charged for insurance. Why? It is very frustrating to have to refund the additional insurance every time I have a transaction and write notes to apologize for the error. Can anyone help me resolve this?

Hi,

That's a difficult problem without specifics. Can you provide a link or listing number that's closed as an example, and perhaps a walk-thru of what happened on that transaction? Are you using Auctiva or eBay checkout?

Danno

yes, one of the auctions: http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&ssPageNam...IT&item=300232078214

the shipping & handling was $8.95 and I required insurance. Because I used Auctiva, it brought my shipping, handling & insurance to $10.60

When the buyer paid, Auctiva added another $1.40 to the invoice, which I then refunded.

Of course, then I REALLY goofed, and bought USPS insurance for the package, and was later billed by Auctiva also.

I believe I am using Auctiva for check-out, but I am not sure, how do I check that?

Thank you for your speedy reply.

Saraphina

Danno,
I actually posted a more detailed description of the problem in another place, so I will cut and paste it here, since I guess this is the place it should be in the first place.
: )
Saraphina
"Hi, I am a total newbie to Auctiva, and in my last batch of listings I required insurance on all purchases. When the invoice would go out, Auctiva would add $1.40 to every invoice. I then refunded that amount back to my customers, because the shipping already had the insurance added to it. Then when I went to the Post Office, I "bought" USPS insurance. Duh... It wasn't until I got a bill from Auctiva that I started to realize maybe I should read how Auctiva Insurance works. So, I paid the money to Auctiva...
After reading more info on Auctiva's site, I realize that I should not have bought USPS insurance. I don't know how to take care of the insurance on the Auctiva site, I think that by requiring it, it is adding the extra $1.40, but shouldn't that be $1.70 or $1.65? Is there any way to get around Auctiva charging the customer twice? I am so confused, and am only offering insurance, and hoping nobody chooses it, until after I figure this out.
Any and all help with this would be greatly appreciated."

Saraphina

quote:

I believe I am using Auctiva for check-out, but I am not sure, how do I check that?

The Checkout for Auctiva is set default ON when you sign-up. You can check to make sure in your Auctiva account settings for checkout.

Do you have any Combined Shipping rules setup in your eBay Site Preferences? Most new sellers don't, but just wanted to double-check. That closed listing doesn't show any combined shipping offered, but want to eliminate failure to sync the rules to Auctiva as any issue.

I'm assuming you submitted the listing from Auctiva, as it has their template.

It looks like you used Flat Rate with Parcel Post. Was that section of the one-page lister done as follows:

Domestic Shipping Services
Selected -> US Postal Service Parcel Post - Cost 10.60

Auctiva Shipping Insurance (Shows Enabled)

Selected "Included in S&H"

It also appears you selected shipping for Canada in Ship to Locations, but didn't provide a shipper or cost. I see the buyer is US, but just checking what was submitted for listing.

Danno

Edit: I see you posted while I was typing, so my response here didn't include the new info. Will look now.

quote:

I think that by requiring it, it is adding the extra $1.40, but shouldn't that be $1.70 or $1.65?

By signing up to the service and using Auctiva checkout, Insurance is automatically purchased for each transaction that requires insurance. You can verify the purchase on your Account page or look in Sales tab at Transactions for those where Insurance was purchased.

If the Final Value + Shipping was less than $50, the standard Insurance amount is $1.70. Auctiva Insurance covers Final Value and Shipping (better than USPS Insurance).

In fact that amount differs from $10.60, i.e. $8.95+$1.70 = $10.65. Which is why I asked how you had the lister set.

Did Auctiva bill you $1.70 for the Insurance on this transaction? I'd also be curious what Auctiva shows for the Checkout Details on the Transaction. Again, look at Sales tab, Transactions page and the Checkout Details is on right for each transaction listed.

Danno

I do have the Auctiva Checkout checked.
I don't have any specific combined shipping rules. I just pack it all up, weigh it and go from there, since I don't know what customers want to combine ahead of time.

Not sure what you mean by "eliminating failure to sync the rules to Auctiva"? Do you mean, like will eBay and Auctiva be on the same page, so to speak?

I did submit with Auctiva; have I mentioned I LOVE Auctiva?

I did use Flat Rate w/ Parcel Post, and yes, I did add the insurance to the total for the shipping to make it a total of $10.60

I offer to ship to Canada, but don't provide a shipper or cost, because again, I weigh at the end of auction and then advise of cost. Is there a better way to deal with that?

Hope that all the info helped...

Saraphina

Yes, that info helps.

On my last post, I asked about details on the transaction and suggested Auctiva would bill you $1.70. That's incorrect (by me). Auctiva bills the buyer the full amount and you get a discount off the $1.70 and are (should be) billed $1.45 for the Insurance.

Danno

Ooops...not ignoring the question on "Syncing". I will explain on follow-up post, but it doesn't appear to be an issue for the problem.

In answer to the question on Canada, you probably do need to provide a shipper and cost (at least at some point). eBay is moving to policies that require full disclosure of the costs. I use USPS First Class and Priority to Canada. First Class has a disadvantage of NO TRACKING, which can be a PayPal dispute risk. Priority has tracking, but is expensive. I see you have a high-number FB, so I assume you probably know about PayPal charge-backs, etc.

eBay has a method to setup rules in your Profile to discount for Combined Shipping, Insurance, and Promotions. It's in the section called Site Preferneces. When you have those rules, you sync them to Auctiva in the Auctiva Account tab, eBay Settings. There is a line on that page "Update CombinedShipping Discounts From eBay" that when selected does the Sync for you.

I need to have you check those Transaction Details at Auctiva for any other possilble contributions that might help identify the cause.

Danno

I have found the the checkout Details, and will cut and paste them here.
"Items Covered Qty Price SubTotal
BEAUTIFUL Black AVON Representative BRIEFCASE Rare WoW (300232078214) 1 $20.50 $20.50
Sales Tax: $0.00
Shipping: $10.60
Adjustments: $0.00

Total Amount Covered*: $31.10
Total Cost to You (the Seller): $1.45
Total Cost to Your Buyer: $0.00
"


Auctiva definately charged me.
Also, I just went to my account info, and see that auctiva claims I made over $25 by offering insurance...but I don't think I had enough sales to come up with that amount...and then why was I charged over $18 for insurance, which I paid per PayPal....Also, if I make money by offering Auctiva Insurance, where does that money go? How do I access it, etc. Goodness, getting more confused as we go.

ok, maybe now I LIKE Auctiva. LOL

Saraphina

Danno,
I manually inputted (is that even a word?) the $1.65 for the required insurance...so that was my goof.

Also, I am still confused why Auctiva "added" $1.40 to every billing invoice...

I will try to find one.

Saraphina

OUCH....I think I know what's happening (maybe).

When you purchase Insurance, you actually buy it from Auctiva (not at PayPal if you are using the PayPal shipping labels Click-n-Ship). Insurance at PayPal is the carrier insurance, e.g. USPS Insurance. Auctiva Insurance is a separate plan (not USPS). Auctiva's plan is through an Insurance agency named U-PIC.

Is the double-billing you think is happening, actually you buying USPS Insurance at PayPal for shipping and Auctiva billing you for their plan?

Danno

quote:

"Items Covered Qty Price SubTotal
BEAUTIFUL Black AVON Representative BRIEFCASE Rare WoW (300232078214) 1 $20.50 $20.50
Sales Tax: $0.00
Shipping: $10.60
Adjustments: $0.00

Total Amount Covered*: $31.10
Total Cost to You (the Seller): $1.45
Total Cost to Your Buyer: $0.00
"

That info suggests the transaction doesn't have an add-on 2nd billing of Insurance. In fact the last line shows the "Total Cost to Your Buyer: $0.00". It looks like the Final Value of $20.50 and Shipping $10.60 are also correct.

Was my assumption on the prior post correct? Was it paid by PayPal, and what did PayPal show as payment on the transaction?

Danno

Danno,

Ok, now I feel really silly. I need to give you a different auction# 300231125811

In this auction, Auctiva overcharged somehow by $3.40

In fact, on all occasions that Auctiva overcharged, it was by $3.40, not $1.40 as I previously stated. On many of the invoices I manually changed amounts, but if a customer paid immediately I was not able to fix the problem and had to refund.

Here is a look at the auctiva checkout details for this auction. You can see that it charged $5.05 instead of $1.70 or $1.65

Sorry, for the mix-up, the other auction was NOT one of the ones affected after-all.

Saraphina

ok, it helps if I actually cut and paste...


Items Purchased: Item
Qty
Price
SubTotal
Insurance

LARGE Lot AVON Rep SUPPLIES Hats Bundle Bags+ 36 Items (300231125811)
1
$5.50
$5.50

Insurance Cost:
$5.05



Payment Method:
PayPal

Shipping Carrier:
US Postal Service Parcel Post

Shipping Cost:
$13.95

Insurance:
$5.05

Adjustments:
$0.00

Sales Tax:
$0.00

Grand Total:
$24.50

hmmm, I don't think that is the reason. I don't buy insurance through PayPal...unless that is something the buyer is doing?

I wanted to also thank you so much for trying to help me with this beast.

Well, that 2nd example does look totally wrong. I'm assuming you used exactly the same settings in the one-page lister as the 1st example.

However, I can't see anything amiss on the 1st example that we were running to ground. On the 1st example, did the buyer pay through PayPal, and was the total paid $31.10 (correct amount)? I'm hoping the Invoice matched that $31.10 and PayPal is showing correct too.

I know they are having some weird problems at eBay and PayPal, so different dates and different checkouts might be the answer (with some system having a bad day).

And, you're welcome for the help. It's a good Community of folks here.

Danno

The more I look at that 2nd example, the more odd it seems. Even if it did pick $5.05 from seemingly nowhere, how did it come up with $13.95 for shipping? The listing itself shows $15.60 for shipping, so that number came from WHERE? The only thing I can think of is a modification to the Invoice from eBay to those numbers.

Could you recheck the original Saved Listing at Auctiva and verify what was in the listing for Shipping and Insurance (like my breakdown on what I thought was there for 1st example), and it matches the listing for $15.60 shipping and Insurance Included in S&H checked (like the other).

Danno

yes, the 1st example shows a PayPal purchase with the correct amounts. I think I got to the invoice and manually changed the information, before the buyer could pay.

On the 2nd example, you can see that the amount for shipping is all wrong, and I used the same settings for all auctions.

Another silly question, if I use Auctiva insurance, does it automatically take care of it, and then when the buyer needs to file a claim, I just send them a copy from Auctiva, right?

And where is my "money earned" stored? ...and is it something I can access or is it only used for future insurance?

"Money Earned" is essentially the difference between what the buyer paid and what you paid Auctiva for the Insurance, so the difference is a savings.

Auctiva Insurance is automatically purchased for either the Included, Required, or Optioned (by Buyer) cases in a listing. Normally, with Auctiva checkout, you do nothing (but Ship). You file the Insurance claim with the carrier, and (if I remember correctly) there is a link in the Auctiva FAQ (HELP link top of page) and instructions on filing a claim.

If the Invoice was changed to remove an extra Insurance charge on the 1st example, that would indicate that eBay was attempting to incorrectly bill, i.e. Invoicing is done by eBay (not Auctiva). Is that what you saw, an add-on for Insurance?

Danno

Danno,

I needed to go have dinner, and am back now.

In the first example, the extra $ was added by eBay into the shipping amount, and I had time to remove it nd send the invoice before the buyer made payment.
In the second example, the buyer made payment before I could fix it.

If eBay is in charge of the actual invoicing, then it has to be something I am doing. I set the shipping & handling fee in the Auctiva auction, and then required the insurance.

I think I might be getting closer to figuring this out. I clicked on the Insurance required box on Auctiva, but then on the billing invoice it stated that it is included in the shipping. So, that might be were the double billing is taking place. I think I should have clicked on the incuded in shipping & handling on the Auctiva site. But that still doesn't explain the $5.05 for insurance. I only charged $1.65, instead of $1.70 insurance, but even at that rate it should have only been $3.40 billed total. Somehow it was $3.40 & $1.65 charged.

Weird?????

Saraphina

in response to:
"Could you recheck the original Saved Listing at Auctiva and verify what was in the listing for Shipping and Insurance (like my breakdown on what I thought was there for 1st example), and it matches the listing for $15.60 shipping and Insurance Included in S&H checked (like the other)."

I don't know how to find the original Saved Listing...Whenever I go to the listing, it only brings me to the actual listing on eBay.
????