GSP item lost

[simianmonkey]

I sold an item to Australia and posted it using the GSP,  Royal Mail delivered it to the UK hub a month ago, however Witney Bowes have lost it.  But there hasn't been a refund instigated, ebay's automated chat is useless, can anybody point me in the right direction?

[tressygirl]

Is there anywhere in the case details that you can explain this was a GSP item?

Items successfully delivered to the GSP UK hub is the only responsibility for the seller,  and not for any forward journey.

If this cannot be stated in the case,  contact Customer services,  but I strongly recommend only contacting CS at 8 a.m. on a weekday, as there's more chance then,  of Dublin answering.  Only speak to them,  explain this was a successful delivery to the GSP hub tracking proved this.   It's a Call Back option so you'll hear if it's ' Ireland Callin' ! '

Use this link if you need to contact CS....

https://www.ebay.co.uk/help/eua?id=5190

@simianmonkey 

[**peaseblossom**]

If the buyer is enquiring ask them to open a "Not received" case.   As long as the tracking shows delivery to the UK hub using Simple Delivery ebay will issue the refund themselves and you keep the payment.

[simianmonkey]

The customer did this 3 weeks ago, but nothing has happened, I have an unhappy customer, I don't want to refund it personally, as I will be out of pocket, I can't make a claim against Royal Mail because the delivered it to the hub.

[**peaseblossom**]

Then do as suggested and contact ebay about it:

https://www.ebay.co.uk/help/eua?id=5190

[red_magpie]

It isn't up to you to sort it out. Your responsibility ended when the item was successfully delivered to eBay's reshipping hub. (I take it you have a tracking number that proves this?)

It was up to the buyer to open an item not received case. If they did this, although eBay is responsible for refunding them the case may be referred to you in the first instance. You then provide your tracking number and if necessary point out to eBay that refunding for loss during the international delivery is their responsibility.

If they opened a case, have they escalated it? They should have done so after 3 rays if there was no satisfactory response.

It's hard to suggest solutions with so little information. The point to remember is that it's eBay's issue, not yours; the buyer purchased the international delivery from eBay, not from you, and  you are NOT responsible for refunding them.

If the buyer very unfairly leave you negative feedback ths will be removable if reported to eBay.

[simianmonkey]

Hi, 

I have spoken to eBay (40 minutes on the phone to three different people!), hopefully it's on it's way to being resolved.

I feel sorry for the buyer, who ordered a month ago, and wanted something to complete his collection, the next cheapest is another £40 now!