Problems of Markets Pro: 6-Month Update

[Gritomatic]

Beginning: Market Pro in current state can kill your business (12-08-2023)

To Shopify Moderators. Markets Pro cross-border eCommerce partner, whose name cannot be mentioned on Shopify forums, is referred to as "Our Partner," similar to how Shopify support addresses them. This is done respectfully and without any mockery.

Problem #1: Communication Barriers with DHL

Market Pro Way:

• Customs Issues Communication Chain:

  • Customs -> DHL -> "Our Partner" -> Markets Pro -> Seller -> Markets Pro -> "Our Partner" -> DHL -> Customs

  When DHL needs information from a seller, the request must go through all intermediaries, causing delays of 8 days or more, even for simple requests.

• Seller to DHL Communication Chain:

  • Seller -> Markets Pro -> "Our Partner" -> DHL -> "Our Partner" -> Markets Pro -> Seller

  Sellers cannot directly communicate with DHL as the DHL account for Markets Pro is controlled by Shopify, and the account number is confidential.

Shopify's Response Template: "In relation to your questions on how to contact DHL regarding any transit issues, please reach out to us at Shopify. We will have our partners contact DHL on your behalf, as this is the best process for any questions you may have."

Impact: Preventing direct communication between sellers and DHL significantly delays the resolution of transit issues. Customers are increasingly frustrated by prolonged transit delays and lack of direct communication, leading to potential loss of business for sellers.

Problem #2: Inability to Add Statements to Commercial Invoices

Example Situation: A shipment was delayed because customs required a signed statement from the shipper certifying that the goods were not manufactured in non-government-controlled regions of Ukraine.

DHL Request: "To avoid these delays in the future we recommend that the shipper adds the following statement to their invoices and have them signed. This is sufficient for customs clearance. "I hereby confirm that the goods have not been manufactured in any of the non-government-controlled regions of Ukraine as stated in EU reg 2022/263."

Shopify's Response: "Our partners can add the required sentence to the customs form going forward."

Impact: "Our Partner's" failure to proactively add necessary certification clauses to customs forms causes avoidable delays. This issue is particularly problematic for sellers with products originating from Ukraine.

Problem #3: Incorrect HS Codes Assigned by "Our Partner"

Example:

• Shopify Name: LUXOR Polishing Compound
• Seller's HS Code: 340590 (Polishes And Creams And Similar Preparations, Others)
• Invoice HS Code: 4202329090 (Trunks, suitcases, various cases, and containers )

Impact: Incorrect HS codes on commercial invoices lead to violations of U.S. law. Sellers are forced by "Our Partner" to certify inaccurate information, which could result in legal repercussions.

Problem #4: Over-Restriction by "Our Partner"

Example Situations:

• Kangaroo Leather Products: Despite no import restrictions on kangaroo leather, "Our Partner" upholds the restriction.
• Balsa Products: Initially restricted but later un-restricted after review.
• Tools with Wooden Handles: Despite being on the exemption list, "Our Partner" upholds the restriction.

Impact: Sellers must understand complex import regulations and appeal restrictions, with inconsistent results. This over-restriction hampers business operations and adds unnecessary complexity.

Problem #5: Lack of Proactive Customs Clearance with "Our Partner"

Example: A DDP order to Canada was returned as "PROHIBITED CONTENT" due to an issue with the product name "Cubic Boron Nitride" (CBN), which was mistaken for a cannabis product.

Shopify's Response: "Shopify reached out to DHL, and the error has been addressed to avoid future issues. They are coordinating with the finance team to apply a credit for the returned package."

Impact: "Our Partner's" lack of proactive engagement in customs clearance leads to delays, returns, and lost shipments. Sellers face significant disruptions, and corrective actions are slow.

Conclusion

While Shopify shows a willingness to address these issues, the restrictive and inefficient processes enforced by "Our Partner" significantly hamper the effectiveness of Markets Pro. To retain customer trust and ensure smooth operations, it is crucial to dismantle these communication barriers, ensure accurate HS codes, and adopt a more proactive approach to customs clearance.