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eBay Hacks
By David A. Karp
June 2005
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HACK
#69
Selling and Shipping Internationally
A few extra tools and tips to make shipping to customers in other countries go more smoothly
[Discuss (1) | Link to this hack]

"Nothing so liberalizes a man and expands the kindly instincts that nature put in him as travel and contact with many kinds of people."
-Mark Twain, 1867

With some practice, your international shipments will be nearly as easy as domestic ones. But it takes a little experience to know how to accept payments from customers in other countries, how to ship to other countries, and how to avoid fraud from deadbeats in other countries. Fortunately, the payoff is substantial: expanding your business to include bidders all around the world, while not without its risks, will make trading on eBay more interesting, more challenging, and more profitable.

Accepting International Payments

When you send payment instructions to customers in other countries, there are a few considerations you'll need to make in addition to those outlined in [Hack #66].

First, always keep the language barrier in mind. If your bidder's native language is different from yours, keep your sentences short and avoid slang. Bidders in other countries expect you to write in your own language, but they will usually not have perfect command of it. If you find that the bidder is having a hard time understanding you, you can always try including a translation of your instructions, as described in [Hack #30]. Just make sure it's placed alongside your original text in the email, so the bidder gets the complete picture.

Second, be patient. International transactions take longer, partly because of the delays caused by time zone differences and language barriers, and partly because sending payments internationally can be difficult and time consuming.

Finally, be extremely clear about the types of payments you can accept and the types you cannot. Here are some considerations when accepting payments from other countries:

Shipping to Other Countries

In many ways, shipping internationally is no different from shipping domestically. It just usually costs a lot more and takes a lot longer.

Most couriers offer a different assortment of shipping options for international shipments, all of which are explained on your courier's web site. Regardless of the courier or shipping option you choose, though, you'll need to include the appropriate customs forms:

Expectation Management

When shipping internationally, take a moment to prepare your customers for any delays (expected or otherwise) that the package might encounter before it arrives. For example, the United States Postal Service web site (www.usps.com) estimates that a one-pound package sent from the U.S. to the United Kingdom via airmail parcel post will take anywhere from 4 to 10 days. In practice, however, it may take two or three times as long, given the delays imposed by customs and other unforeseen circumstances.

For this reason, a delivery that takes two weeks might be seen in two different lights, depending on what you've told the customer. If the customer expects the package in 10 days, then she'll be disappointed, and you may be thanked with negative feedback for shipping too slowly. But if you say it will take a month, the recipient will be pleasantly surprised when it gets there in half the time. See [Hack #39] for more information.


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