Problem with item sent via Global Shipping Program

[tin-pankh]

Hi. An item I have sent via GSP to the USA has not been delivered. I suspect held by US customs. It is not a restricted item so I do not know why this is.

My buyer has raised a case and wants their money back. I fully understand this.

How do I contact Ebay to help me resolve this? The auto AI just goes in circles. I need someone to help me understand where I stand with repaying buyer and/or claiming item or money?

Any help will be gratefully received

[*vyolla* · Accepted solution]

Do you have a tracking number showing delivery to the UK shipping hub in Lichfield?

As long as you do it's not down to you to refund your buyer, simply state in the case that the package was delivered to the UK Global Shipping hub on (date), thus the GSP are responsible for the refund. 

[4_bathrooms]

Just in case you need it here is the link to the relevant section of eBay's Global Shipping Programme policy:

"You aren't responsible for item loss or damage that occurs after the item reaches 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 or PayPal Buyer Protection 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"

You may very well have to point eBay's own policy out to them.

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[0tter22]

I have a similar problem, who do I get in touch with, I have tried the chatbot but that was terrible. I have emailed 'ebayshippingnotifs@ebay.com' but I don't think that would be correct.

Basically a book was sent via GSP and it was received and sent from the UK to the USA, it has been received but is in limbo. I have had the buyer requesting a refund as they've not received the item.

I don't know what to do next?

[*vyolla*]

Has your buyer opened an eBay item not received claim?

If so, all you need to do is to add the tracking number to the claim stating that 'This item was sold via eBay's Global Shipping Programme and tracking number XXXXX shows that the item was received at the UK shiping hub on (date), thus the GSP are liable for the refund.'

[0tter22]

Do I send that to the buyer, I don't think they'll be best pleased though and I may end up with negative feedback.

Is there any way I can just get in touch with someone in the UK and ask them to get in touch with the buyer and sort it out directly?

Thanks for your help...

[*vyolla*]

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@0tter22 wrote:

Do I send that to the buyer, I don't think they'll be best pleased though and I may end up with negative feedback.

Is there any way I can just get in touch with someone in the UK and ask them to get in touch with the buyer and sort it out directly?

Thanks for your help...

---

No, please go back and carefully read what I wrote - you add that information to the item not received claim that your buyer has opened.

If they haven't opened a claim, tell them to open an eBay not received claim to get a full refund. 

[0tter22]

You see that's the problem....

There is a "item not received claim" and when I click on "resolve this issue" it gives me three options:

1. Update tracking details for the buyer (this gives me the tracking number and doesn't allow me to add anything) I have added the duplicate tracking number to the one that's already there and it doesn't allow any further dialogue.

2. Refund the buyerRefund the buyer (I don't wish to do this)

3. Send the buyer a message (this is what I was asking about, it is the only item I seem to have control of and as I said "do I send it to the client" as it is the only option that allows me to complete your suggested solution.

Am I missing something... I do try to read carefully y'know.

[*vyolla*]

Okay, do you have a tracking number for the package that you sent to the UK shipping hub?

Is it showing a delivered status when you check it?

[myriad*seller]

You need to add the text provided above to the case details 

If this was a GPS item, then eBay will refund the buyer if you add the text to the case details. 

You don't need to add the tracking number again if you already uploaded it

When the buyer asks eBay to "step in" they will see you added the text and will refund the buyer themselves 

I presume you have checked the tracking does show delivered to the GPS hub? If so, you are covered by Seller Protection and won't have to refund

[maggies.pots]

I so wish there was a sent via GSP button but there isn't. So I tell the chat bot I need to speak to an assistant until it says - do you want to speak to an assistant (something along those lines). 

Then the refund is usually sorted by the eBay assistant. I also couldn't get my head around the options with issue a refund / tracking etc. 
Please eBay have a sent via GSP option.

[0tter22]

Sorry about getting in touch sporadically but I'm trying to do a half dozen things at the same time.

The tracking number contains a full track and it arrives at Lichfield and is containerized and shipped via Heathrow to J F Kennedy then up to 13th of August when it just says "shipment shipped" and that's it.

[0tter22]

Where do I add them to the case details, it offers three buttons but one allow me to update anything, of course I could be missing the obvious.

[0tter22]

Thanks Maggie, the chat bot drove me insane, I tried for at least forty minutes, it just kept taking me back to square one. I tried to get an agent but one wasn't forthcoming, perhaps it's a Sunday thing?

[*vyolla*]

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@maggies.pots wrote:

I so wish there was a sent via GSP button but there isn't.

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No, there isn't.

There doesn't need to be.

For items sold via eBay's Global Shipping Programme all that the seller needs to prove is that the item arrived at the UK shipping hub.

If you buy a postage label via eBay the tracking number will automatically be added, if you buy a label from a courier or your local Post Office then you need to add the tracking number to the dispatch details.

If a buyer opens an eBay item not received claim then in the message field just put 'This item was sold via eBay's Global Shipping Programme and tracking number XXXXX shows that the item was received at the UK shiping hub on (date), thus the GSP are liable for the refund.'

[*vyolla*]

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@0tter22 wrote:

Where do I add them to the case details, it offers three buttons but one allow me to update anything, of course I could be missing the obvious.

---

Is there no add a message field there?

If not, contact eBay in the morning and let them know that your tracking number shows that the package arrived safely at the UK shipping hub so ther GSP is responsible for the refund.

I’ve found that the easiest route to contact eBay Customer Services is via the link below, you can select to talk with them via live chat or request a call back:

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

[0tter22]

That's what's annoying, there are only the three options:

Update tracking details for the buyer

Refund the buyerRefund the buyer

Send the buyer a message

I'll try the customer services on Monday, it was terrible today, the chatbot wouldn't let me go..

But thanks for the link, that might prove very helpful.

Cheers and thanks for your patience.

Bill (otter22)

[0tter22]

That link worked a treat, it took a little while but I got in touch with a very helpful person who've issued a full refund for my client. Wonderful... Cheers, Bill

[mannyman0_1]

Hi,

I usually send all overseas items via "GSP" ; ordinarely things go fine, but there is a small core of persisting opportunists, who have figured our the policy, and realise that ebay could be made into a free shopping mall as long as they can be smart about it; spreading the activities over a number of accounts of relatives and so called friends. I was targeted by this brand of dishonesty for a number of items all of which had a £500+ purchase ticket. in each of those cases, I could piece together the thinking process, and the specific damage applied, which is easily repaired after the refund. with the recent changes to the program, eBay has changed the claim form; whereas before, it was an automatic refund to buyer and straight forward exonoration to sellers obsolving them from responsability, now eBay opens a case against seller, puts your funds on hols, and give you a few days to resolve the issue, and considering how hard the bot makes it for you to speak to a human, this doesn't only present a financial concern, you end up having the task of getting the defect removed, and we all know how unpleasent this process is! good luck everyone

[4_bathrooms]

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@mannyman0_1 wrote:

with the recent changes to the program, eBay has changed the claim form; whereas before, it was an automatic refund to buyer and straight forward exonoration to sellers obsolving them from responsability, now eBay opens a case against seller, puts your funds on hols, and give you a few days to resolve the issue

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I'm not aware of any recent changes; what eBay will do depends upon the reason selected by the buyer when they opened the case. Sellers are protected - although they often have to point that fact out - if the buyer opens an INR case after the item leaves the GSP hub or if the buyer opens an INAD case with "Arrived damaged" selected as the reason.

If a GSP buyer opens an INAD case for any other reason such as "Doesn't match description or photos", "Missing parts", "Doesn't seem authentic", "Wrong item sent" or "Doesn't work/defective" it is treated like any other INAD case. Well, except the seller is either expected to provide a pre-paid label or to arrange the funds for a label to be sent to the buyer. GSP has always worked like that for as long as I can remember.