A question; perhaps someone can answer.

[ett1954]

To summarise:

A couple of days ago (22nd August) I had an INR case opened against me.

The buyer is in Denmark and the shipping address was the eBay UK GSP shipping hub.

Product shipped on 21st July, in reality the 22nd July (the 21st is a Sunday, the day which the label was purchased through a Royal Mail account integrated with eBay), by Royal Mail Tracked 48 service.

Royal Mail tracking shows the package arriving at the hub on the morning of the 24th July as expected.

The item then showed the package 'stuck' at the hub until the 31st July before being shipped to the buyer.  The buyer contacted me a week or so ago and asked why he hadn't received the package and on the basis of the delayed shipment agreed to give it a few more days.; hence the case opened on the 22nd August.

Obviously with a case opened and funds being held I contact eBay customer service via a call-back as the eBay chatbot was as much use as a chocolate fireguard.  The op checked the transaction and informed me to leave the case to time out on the 28th August whereupon the case would be closed in my favour.  I pointed out to the cs op that this was a GSP transaction and my responsibility ends when the package was accepted at the hub.  I specifically asked whether the buyer would also be refunded to which she confirmed he would.

Interestingly the tracking by the the hub has now changed to not received on the 25th July.  This does not concern me as Royal Mail's tracking shows it was on the 24th.  Strangely the Pitney Bowes generated tracking number now shows  "A shipping label was created. Estimated delivery date will be available once the package ships."  A pair of contradictory statements!

My concerns:  The case will be closed against me, or the case will be closed in my favour and the buyer will not be refunded.  It appears that Pitney Bowes are either intentionally or accidentally 'muddying the waters' by changing their tracking details in order to divest themselves of any responsibility.

My question is twofold: Has anyone come across this before or does anyone know how to proceed with this case which expires on the 28th?  Why wasn't the case immediately closed by the cs operative, my funds released and the buyer immediately refunded?  Interestingly since the case was opened I have not had a sale.

[4_bathrooms]

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@ett1954 wrote:

My concern is that if escalated and only PB tracking is checked that it will be closed against me.  I just cannot understand why this case was not closed when I contacted customer service as both agreed that the case would be closed in my favour and the buyer would be refunded by eBay.  I am also concerned that tracking can be changed by PB after the event.

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Oh, wait - I see it now:

"You aren't responsible for item loss or damage that occurs after the item is safely accepted at the UK Shipping Centre. Once an item has been forwarded by the UK Shipping Centre, you won't be responsible for refunding the buyer if an eBay Money Back Guarantee case is filed against you for one of the following reasons:

• A buyer claims an item isn't received or a package is damaged in transit"

Did you ever receive an email/message to confirm the item had been accepted by or forwarded by the hub?

[ett1954]

"Did you ever receive an email/message to confirm the item had been accepted by or forwarded by the hub?" - I stopped receiving messages of confirmations from the hub several months ago.  I have had several delivered via the hub in the last few months without notifications.

[coyotetower]

Always always always contact CS thru support chat on the site like i said and they will close it instantly and refund u both. If u dont, its a coin flip.

[ett1954]

"Always always always contact CS thru support chat on the site like i said and they will close it instantly and refund u both" - this has been done twice with no effect other than sympathies and a confirmation that the refunds will happen when the case closes.  This case should have closed 2 days ago.

[marco@ebay]

Hi ett1954, thanks for your patience on this.

I've just got an update on your case, and I've been confirmed that the problem with this particular case is that the item has not been received in our hub. They've provided me with the tracking information to proof this (I sent it to you over a private message, so only you can see the tracking of your order, and so you can confirm this as well). 

So, that's the reason the case is still open, they've recommended me to let you know to contact Royal Mail, so you can follow up with them directly the delivery status of your order.

Thank you,

Marco