Etsy labels incorrectly calculating Customs info

[AJugglingEweWoolens]

I’ve never had this issue before…and couldn’t find anything in past posts.

When inputting Customs details for multi item orders, it normally shows each item separately - I input the info for each item (description/weight/$ value) and it spits the itemized info on the CN22 as individual items.  
I’ve now had 2 separate orders for multiple items that only shows the first item.  The first order I didn’t really notice cause it was 2 of the same item, but even though I put the individual “value per item” as the correct $ amount, it doubled the total order.  Ex - $10.00 each item -$20.00 total.  When I put 2 items, $10.00 per item value, the total on the CN22 shows as $40.00…2 times the total value of the order!!

I thought I had made a mistake on the first one…but the second order was a larger order.  So - total # of items that should have shown as $100 shows as $1000 on the CN22.  Which is a HUGE financial/customs issue.

Has anyone else noticed or experienced this?  
ETA - everything shows as “normal”…but the info can’t be reviewed until after the label is purchased and ready to print.  

[AJugglingEweWoolens]

I guess I’m the only Canadian seller seeing this.

[WhitetailRoad]

I am seeing this today as well

[TheGoblinCave]

It happened to me on Thursday evening. Fairly big order too, normally don't get large orders like that so was excited. The customer ordered several of the same items, 28 pendants in total. The customs form should have only said $300 something bucks but showed something like $2,400.

Everything was entered correctly on my side and the customers. Stayed up until 2am when I normally go to bed at 9pm trying to figure out the problem. Not a great night sleep after either. Ended up cancelling the order. Too huge of a risk for me to ship with errors on the label and no seller protection over $250. Plus the customer would have potentially been hit with duty that didn't even apply based on incorrect customs label which would have been super unfair to them.

Was definitely some kind of bug via Canada Post if multiples of an item were purchased.

Had a few smaller orders since for single items and haven't experienced it again.

Hope you're able to get your label fixed or resolved Give us an update if you find out what the problem was please.

[AJugglingEweWoolens]

That’s ridiculous.  I can see canceling the order due to the lack of seller protection for orders over $250… but to feel you need to cancel because the Customs Docs through the Label Purchase isn’t correct!!  You should not have had to do that had the system been working as it always has done.

[WapitiRiverCustoms]

I've been having this issue since mid-week.  All my CN22 have been calculated incorrectly.  I've raised an issue with support via chat and they can see the multiplication of the issue but didn't really say if they can escalate this issue to someone.

Even today, Sunday.  An order with 2 items for a US client the CN22 was showing double the amount.

My work around now is to manually reduce the per item price to ensure the overall value is correct.

[MiniTinyTreasureShop]

@WapitiRiverCustoms, the issue with manually reducing the item price is that this information is also sent electronically to Customs, and that may be the version they go with, which would conflict with what you manually write.  I have either just put in multiple lines with the same thing (if less than 5), or put in 1 lot price and try to explain as best as I can in the description (such as 3 pairs of...)

[SlothieStudios]

This is happening on and off for me as well. No matter what value I put in, it multiplies it to insane numbers (from like 200$ to 2500$)

[MiniTinyTreasureShop]

Hello this started happening to me as well...sometime after August 2nd.  After purchasing labels, when I go to sign, I see that the dollar value is incorrect.  It seems to double the (already doubled) value if they order two of something (so customs show the value of 4 of the item), and if they order four, then it quadruples it!

If they order a single item, there is no issue.

I have reached out to Etsy twice...the other night they said I was the only one reporting this and so the issue must be related to my shop.  Please everyone, reach out to Etsy and report this so that we can get this fixed.  It isn't a Canada Post issue because I can go buy my labels there directly without issue (although it costs more!)

Please ensure whoever you speak to understands that this has already been reported, and that it has nothing to do with the value of the shipping label, and is only about the CN22 Customs Declaration value going wild!

[LysArtJewelry]

that also happened to me and it is not the first time.  The buyer bougth 2 items, I wrote the price of one item  and it multipied it by 4. 

[cindylouwho2]

"I guess I’m the only Canadian seller seeing this." There was a thread on this in the past few days: https://community.etsy.com/t5/Technical-Issues/Canada-Post-Tracked-Packet-Calculation-Error/m-p/1463...

I had this happen in May & early June, but then it stopped happening so I stopped worrying about it. Definitely open a ticket if it has started up again. Going forward, screenshot what you input on these types of orders so you can prove it isn't user error. 

(I have an order to ship Tuesday where the buyer bought 5 each of 2 different items. Can't wait to see how that one turns out!)

[AJugglingEweWoolens]

I’d searched for a similar thread…but I must have missed that one.

It used to show each item individually…I’d have to go through and modify the description, add the weight, sometimes the value or tariff code…but it would line item each piece on the CN22.  
Now it’s only showing the first item ordered.  
And you can’t review the info, only the cost.

3 labels later…I finally did what GOHardware did and that worked.  
But it also sent 4 different emails to the customer with 4 different tracking numbers.  I had to apologize profusely cause I was basically blowing up her email with incorrect information.  

[GOHardware]

This started happening to me on Wednesday night. I first reported it on chat and they told me I was doing something wrong. After explaining that I was doing exactly as I always had and sent examples, the chat agent escalated it. I received an email Thursday morning again blaming me for doing something wrong so I sent yet another example. Finally I got a response that they were looking into it.

It appears the issue is they are taking the item quantity, multiplying it by the unit price and then multiplying this by the item quantity. As a workaround, I set my item quantity to 1 , change the description to "X pack of product" where X is the number of items, and then for unit cost, the total quantity of the order. It seems to work.

[AJugglingEweWoolens]

This isn’t a CP issue.  As MiniTinyTreasureShop suggested, I can buy labels through SnapShip no problem.

There’s been a major change in the Etsy Label purchasing system.  We can’t continue to “guess” if the CN22 is being completed correctly, especially when, in my case, it took 4 purchases (and ultimately 3 label refund requests…who knows when I’ll get that back) to get some semblance of correct info.  
These are important Customs documents.  We shouldn’t be guessing or handwriting anything on them. (Although I also did on the first order - so I’m guilty too) 

[AJugglingEweWoolens]

So just finished with chat.  Apparently it’s been resolved.  

[cindylouwho2]

@AJugglingEweWoolens Crossing my fingers! I thought it was resolved in June...

[GOHardware]

It's not resolved for me.

[cindylouwho2]

@AJugglingEweWoolens @GOHardware I can confirm it has not been resolved - just printed my label for tomorrow, and it lists the value as 5 times the real amount. 

[AJugglingEweWoolens]

Hmm.  I couldn’t test it yesterday…I only had single item orders for the US.

This is definitely a serious issue…by signing the CN22 we’re declaring the info is correct.  

I was told that it had been reported previously and was now resolved…

[AJugglingEweWoolens]

So I just attempted to purchase a label for 2 items…it’s showing both items available to input the normal info.  
I didn’t purchase yet though, so can’t see what the value is…

[MiniTinyTreasureShop]

I am actually afraid to even try it again because I have already had to refund 4 labels this week!

[GOHardware]

It is still happening. The workaround does work where you set your quantity at 1, change the item description to say "X items" where X is the number ordered and the value per item is your total cost. 

[AJugglingEweWoolens]

I’ll try chat again today.  
Is there a mod who could escalate this?

By having to manually manipulate the official customs documents, we are putting ourselves at risk for refused parcels by CBP, or worse.  
If it continues…I guess the alternative is to stop using Etsy labels and go back to Snapship.  At least I can do a properly declared CN22.

[cindylouwho2]

I have reported this with screenshots showing I entered the correct values, and with a link to this thread, and they accept there is an issue. It's being escalated. 

[SurpriseGlitterCards]

This happened to me last week and I thought I just inputted something wrong. Went to purchase another Etsy shipping label this morning and made sure I triple checked everything, and still had a completely wrong value that doesn't make any sense. Should have been $30 but its showing $90. Currently using Etsy chat support and apparently many other sellers are experiencing the same thing.