eBay holding funds but not my fault!

[sharonbarry1958]

I sold an item back in October '24 via the Global Shipping Programme. The item arrived at the GSP address - Royal Mail tracked but the buyer (who is in Australia) is claiming that they never received the item. eBay are now withholding £36 of my funds whilst an investigation takes place. I have sent my proof of delivery as the buyer has raised a dispute. Surely this isn't my fault but a fault with the GSP who are liable to ship onwards? It doesn't seem fair that I am being penalised. Just wondered if this sort of thing has happened to anyone else?

[plum993 · Accepted solution]

Pitney Bowes is responsible for refunding not you the seller once the item was tracked as arriving to the hub.

When a buyer opens a case you need to respond in the case details that you are not responsible for loss or damage on onward journey when using GSP.

[papso22]

Holding funds even for GSP sales is standard practice, although feels wrong when it is clear from the outset that the seller is not responsible for the refund.

[red_magpie]

As the purchase dates back to October this can't be an eBay money back guarantee case. It must be a chargeback claimed through the buyer's payment provider.

All you can do is provide your proof of delivery to eBay's global shipping hub and any other information they require. You may have to be patient. For some reason, when it's eBay or Pitney Bowes that may have to foot the bill, not the seller, cases somehow seem to take longer to decide.

[sharonbarry1958]

Thanks for the replies - interesting but still doesn't seem fair!

[sharonbarry1958]

Just received a message from eBay that the dispute was found in the buyer's favour! I don't understand. What do I do next? I have sent proof that the item arrived at the GSP.