Global Shipping Programme

[clairebearthesourcerer]

Hi I sold an item through Global Shipping Programme and have it tracked all the way to it's destination country. 

I have now had a refund request via ebay from the buyer for non delivery.  It does say on the DHL docket that "Shipment on hold" and then "Returned to Shipper".

I looked The Global Shipping Programme up and it says I don't have to pay ie they cover me if there is a problem. 

I contacted DHL to find out what happened and they say they can't provide information to me as they have nothing to link me with the transaction, even though I gave them the number they requested???? (Waybill number). 

How do I get in touch with the relevant eBay department to say they need to take it up  as on their help pages, as long as it gets to the Global Shipping Centre here it isn't my problem after that.

Many thanks, if anybody could help, it will help my blood pressure!!

[redwick1 · Accepted solution]

Sellers are not responsible for items being lost or damaged once they reach the GSP hub in Lichfield

The buyer opens a not received dispute and makes sure ebay knows it is GSP

You make sure ebay knows it is GSP

https://www.ebay.co.uk/help/global-shipping-programme/default/global-shipping-programme?id=4646

[clairebearthesourcerer · Accepted solution]

Thank you, who do I contact to tell them this? I did put the tracking details on the "Buyer requested a refund page" and that it was through the Global Shipping Programme. Is there anywhere else I need to put this information. Thank you so much for your help. Really appreciated

[redwick1 · Accepted solution]

I have read the policy several times and it does not really say.
I did think at one time there was a dedicated CS but cant see anything.
If it says Delivered to the hub then you should win.
Sorry I cant be any clearer than that