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

[ev-530680]

I'm going through it now with delibrate sabotaging of my account. I'd only just started to list somethings since couple year back. And on one item alone that was very popular I was being sent offers of same price more but asking me to contact them outside ebay first. So they can talk bout it before buying. It was obvious they were a scammer. Then I was sent another offer by a account that's got not loads but 2dogit feedback I accepted then they refused to pay, losing me all my watchers, the requested to cancel which I didn't irs still not paid. I relisted it again it gained loads of watchers. I came on 1 evening to find it hide been reported & was hidden until certain things rectified at the same time as another gown had been bought ( I turned everything to buy it now only at this point so any scammers would have to spend their money to lose me watchers) but they've bought then instantly demanded to cancel & get a refund their account has 0.0% feedback. They claim to be in Mexico. Reason to cancel was they use wrong payment method. The item was shipped GSP. I paid evri yo send it their and get a signature ( which they didn't do but it eventually even though doesn't show on ebay tracking was marked as at the gsp hub but ever since it shipped there's bern no update ( and another dress I just sold since arrived in Canada delivered in a week) the dress had the date expected to be delivered by 19th but even though its still 10 days before that buyer managed to open a item not recieved case ( which should be impossible I'd have thought if expected delivery dates passed) of course there was only 3 option except return refund or nessage so I put in messaged this was shipped by GSP and the tracking number and expected date. I also messaged ebay panicked because how they open a case so soon and proves they just want get money back, sabotaging all watchers on another item) chat specialist guaranteed me on 14th click link to further dispute he's made notes and it will be closed in my favour and fund hold released in my favour but these agents lie saying anything to get rid of you then screw seller over. I've also began to wonder what happens if item is undeliverable due to , what I reckon sabotaged using a made up address. When I checked on Google it just says if GSP can't deliver the item they just refund buyer from my money pot but then I'm out of money and dress. Looks like will have be small claims. I'm thinking. Buyers not even responded since I add the message now reading you here looks like they no how to play games especially if they can open a INR when the deadlines nowhere near