How to deal with refunds after item enters Global Shipping Programme and then goes missing?

[blackpuddinonnabike]

I recently sold a camera in the UK to a US buyer, who was using the Global Shipping Programme. The camera reached the global depot in the UK no problem, and the tracking shows it arriving in the US, but has gone cold since. After two weeks waiting patiently the buyer has now initiated a refund request, which I'd told them they should do.

My understanding is that once in the GSP, if an item goes missing or isn't delivered for whatever reason, then eBay bears the refund cost. But how do I make sure this happens?

I've had a message form eBay saying that MY funds are on hold while this is sorted out, so it doesn't look like it's automatically shifted to eBay after hitting the GSP. Do I have to refund and then pursue eBay somehow? The Help sections and automated chat assistance aren't being helpful - the note about eBay providing the refund is in a general page on the GSP with no further detail / explanation.

Thanks!

[plum993]

As it arrived with proof at the postal hub, then hen a buyer opens a case in this instance, you have to stress in a  reply within the case details that it was a GSP transaction and you the seller are protected and not liable for a refund

[jckl1957]

As long as you have tracking proving delivery to the UK hub, you are not responsible for refunding in the event of an item not received claim.

You do need to contact Ebay (use the link below to get a callback) to remind them of their own rules regarding GSP.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid