Refund for lost item not forthcoming from eBay

[luxlucerna]

Can anyone suggest a way forward for this?

In November, I used the Global Shipping Programme to post an item to a buyer in the USA.  The item was never delivered, and I refunded the customer.  eBay agreed to refund me for the loss, as GSP was obviously responsible.  Since then, I have phoned them 5 times, and they keep telling me the refund has been authorised.  However, no payment ever reaches me.  I eventually wrote to eBay Commerce UK, but I have not even received an acknowledgement.  I am at a loss as to how to progress this.  

Any suggestions would be gratefully received.  Thanks, Peter

[**peaseblossom**]

I'm afraid now you've issued the refund you're very unlikely to get anything back from eBay.    The correct procedure is for the buyer to open a "Not received" case.   Then as long as the tracking on eBay shows delivery to the UK Global shipping hub eBay will issue the refund themselves.  

[papso22]

If you had tracking showing delivery to the GSP hub and it went missing after that, it was ebay's responsibility to refund, not yours.  You refunding has created this issue, unfortunately. 

You are now trying to get them to do something 'off script' that is return your refund to you, for which there is no formal written process.

All you can do is keep at them to keep their promise to you. 

[luxlucerna]

Yes, I know this now, but was not told this until my second call to ebay - by then, it was obviously too late. Nonetheless,  the fact remains that eBay have authorised the refund to me on at least 3 occasions but just not paid up.

Sent using

[jckl1957]

Don't give up.

Contact Customer Services again, explain what happened again, and nag them until you speak to somebody who authorises your refund while you are talking to them.