Etsy labels incorrectly calculating Customs info

[#1]

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.  

[UppNorthCo]

Are we just sending these out with the incorrect amount?  Filled out an order for two pillow covers.  Put the value at $53CA and my label has printed at $212.00.  This might have happened before and I didn't notice. 

[AJugglingEweWoolens]

I wouldn’t…

It would probably be acceptable to put 1 as the quantity, but “2 pillow covers” as the description with the correct amount…assuming both pillow covers total are $53.

Its not the correct way to do it…which, um, Etsy…if you’re listening…needs to be fixed!!

But at least your declaration info will be correct.  

Similar to “1 skid containing 27 cartons for $X”.  The reality is 27 cartons.  The 1 skid is neither here nor there.

[UppNorthEh]

in my other shop now.  I am sending it with the $212CA.  I should have said $53 each in my first post.  That is still a very small amount for US customs.  The total for two should have been $106CA.  Next time I will change the quantity to one or go back to shipping with Stallion Express which involves a 30 minute drive each way.  I have only been using them lately for my Canadian orders.  It's unfortunate, but I was really enjoying this new shipping with etsy.  It's unbelievable the many glitches this site has.

[cindylouwho2]

@UppNorthCo "Are we just sending these out with the incorrect amount?" I did for mine, because it was American, so no issues with duties or taxes. I figure if it gets lost, Canada Post won't be upset over me claiming less in insurance that the Customs amount. 

[klnWoods]

I have the same issue.  

[cindylouwho2]

@klnWoods make sure you report it! 

[Retrophiliac]

had this problem yesterday

[AJugglingEweWoolens]

So still not resolved… I’ve only had orders with 1 or 2 items so haven’t been able to test with more than that. 
Make sure to report it.

ETA- They must be aware of it if there’s a surge of refund requests for labels.  My 3 came through as refunded (thankfully).

[WhitetailRoad]

This is still not resolved. I hand amended my labels with the right price, since they are going to the US I am hoping that there's no issue at customs.

[EsteviOlio]

Same issue here. 2 of the same item calculating to double the combined price on the customs part of the label. Can’t see it until you purchase the label. I’ve been amending the price on the label for now. Hope it gets resolved soon

[MyRitualMagic]

This is happening to us now as well.   We are shipping an order with 8 equally priced items and we move the item count to 8, it appears to do "8 x TOTAL ORDER VALUE" instead of "8 x INDIVIDUAL ITEM VALUE" - for now we are using whiteout labels and handwriting them in because even after refunding the label with "Customs Info Incorrect" as the reason, it repeats the error each time.

[BagmakerSupply]

@MyRitualMagic: "... we are using whiteout labels and handwriting them in ..." But keep in mind that many customs services use the data which is electronically transmitted, not what is written on the form.

[cindylouwho2]

@MyRitualMagic Make sure you file a ticket so they know this is still going on.

Also, you can get around this by rewriting the items count to 1 and then putting "8 widgets" as the product. Pain in the butt, but it does work. 

[RedIslandCards]

I'll add my voice to this thread to keep the momentum up in hopes Etsy sees it. I've only had my Canadian shop since March and I first noticed this issue at least 2 or 3 months ago - and can confirm it is continuing this morning, I sold two items each worth $15 and the customs form calculated $60 for the total cost. Which, as many have mentioned here, we cannot see until AFTER the label has been purchased, which is just poor form from Etsy. I've also seen on other forums where this is being discussed an Etsy rep saying the 'workaround' is to effectively commit fraud and misrepresent the number of items being shipped - which is illegal and places us as small business owners in very vulnerable positions. So far I've not heard from any customers that they had to pay an inflated customs fee to receive their package but I'm sure that's just luck, and when that day comes I promise Etsy will hear about it again. This seems like such a simple issue to resolve: 1. Do the calculations right, and 2. Let us confirm the information that is going to go onto the form before we hit that purchase button. How this is an issue for a major e-commerce platform I cannot understand.

[cindylouwho2]

@RedIslandCards Etsy won't see the thread; you need to open a Support ticket. 

[MiniTinyTreasureShop]

Is this working correctly for anyone yet?

[UppNorthCo]

I'm not chancing it and putting the quantity as one with the total price and putting the quantity in the description so it doesn't get to over multiply. 

[cindylouwho2]

@UppNorthCo that's what I will be doing from now on. 

[MiniTinyTreasureShop]

That is what I am doing for now as well, but it isn't the correct way to do things...and when you forget...well, there is another label you have to refund!

I think I was one of the original ones to report this (which I have done twice now) because they said it was isolated and I was the only one having issues.  Clearly that is not the case and several others have reported it, but so many more of us must be experiencing this...and many may not even notice if they don't properly review the CN22 before they sign.

While they told me there was no timeline for this, it has been almost a month now and this is getting ridiculous.  Surely somebody upgraded or made a modification in early August that triggered this, and they must have records of what changes happen when...it probably isn't as simple as just undoing it, but come on Etsy, this issue is affecting so many of us and it seems it isn't a priority for anyone but us!

And the problem is that none of us want to chance checking because we can't see what we are purchasing until after we have already done so (and that may be a Canada Post thing, because you don't see it there on SnapShip either until you purchase...kinda dumb).  However, I screwed up and forgot the other day, and it did the same crazy multiplication thing!

[AJugglingEweWoolens]

Issue still not resolved.  
I can’t re-test this as I haven’t had a label of more than 2 items lately…and both items are showing to be able to add the proper info.

This needs to be corrected.  Handwriting the correct info on the CN22 isn’t something we should be doing.  As BagMakerSupply says…all of our customs info is electronically submitted.  Getting that info corrected can’t be done by manual means.  
It’s a similar situation to falsely declaring, at the airport, what you’re bringing back from cross-border holiday.

I put this OP in technical issues hoping (cause it’s been suggested that Etsy reads these posts) that SOMEONE would look at this a deal with it. 
We can’t continue being forced to falsely declare what the total value of our items are.  Not having a “safe-guard” to even see what we are entering before we purchase a label only muddies the issue.

I hate to call out any mods here…but this is a serious issue that needs to be escalated.

[cindylouwho2]

@AJugglingEweWoolens  mods rarely help in these threads. People need to open Support tickets to get actual help. 

[GOHardware]

It appears this has finally been rectified. 

[IslandEngravers]

Yes, this started happening a couple weeks ago, i ended up requesting refunds for my etsy labels and bought the labels directly from Canada Post. I noticed with the etsy labels if you sell multiple items to the same buyer, for every item its asking for a package weight instead of the item weight. I called and reported the problem but etsy didn't seem to think there was anything wrong so i just use the Canada post site now.. 

[AJugglingEweWoolens]

I had one last week for 4 individual items and each item was shown as its own entity.  I put the individual weight (as usual) in the package weight on each so it stays below the overall package weight. 
Each item was showing properly.

I don’t want to jinx it and say it’s fixed…but it would seem that way.