Sold an item. Sent it from the UK, to the UKEbay International Postage Whouse. Item got lost in sp

[brytacandy]

Hi.

I recently sold an item and sent it from the UK to Spain.

I sent the item to the UK Global Shipping Programme in LICHFIELD.

Item reached the UK GSP ok.   Item arrived in spain ok.

Item was out for delivery in Spain and then got marked on tracking as 'Item damaged, undeliverable'.

I have a great conversation going with the buyer but we agreed after 2weeks that he would open an an 'item not received case'.  Its the first time either of us have encountered this situation.

Ebay has prompted by to either message the buyer (no need, he is fully up to date) or send refund.   Thats it, nothing else.

I was under the impression that if I sent the item to the Ebay Global Shipping Warehouse in the UK, I had fulfilled my obligation?  I cant see any other option though other than 'message buyer or send refund'?

Is this not the case?  Am I now going to have to refund the Buyer and lose the item?

Any help greatly appreciated.

[*guinevere* · Accepted solution]

You are correct,

Your buyer must claim from Pitney Bowes as you are not responsible for either non delivery or damaged item.

Contact CS again and explain to them that this INR is for a GSP item and must be dealt with by Pitney Bowes and hopefully they should close the case.

Edit: Contact them tomorrow morning on this link: eBay Customer Service

[ear2fear]

Have they only just opened the case? It usually closes the case within a couple of hours and says buyer has been refunded with no cost to yourself. 

[rjwilmsi]

Seller isn't responsible for delivery problems for GSP sales. (Seller would be responsible for other INAD cases with GSP but that's not relevant here).

I would first leave it for 48 hours, as these cases may go on a queue for manual review by eBay Customer Services offshore, that might take a bit of time to be picked up. (If possible you want to avoid asking eBay CS to intervene in an automated/semi automated eBay process as that introduces the risk that the human will click on the wrong option)

If after 48 hours there is no change to the case then contact eBay UK Customer Services, tell them very clearly that it is a GSP sale, buyer has raised case for delivery problem and seller isn't liable for that. eBay should close the case (and refund buyer at their cost).

[*vyolla*]

You need to respond to the eBay item not received claim with something along the lines of "This item was sent via eBay's Global Shipping Programme and tracking number XXXXXX shows that it arrived at their hub on (date), and they are responsible for the loss during the international part of the journey and the buyers refund". 

After 24hrs I'd contact eBay CS and point this out to them, they should then close it in your favour. 

I’ve found that the easiest route to contact eBay Customer Services is via the link below where you can request a call back:

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

[brytacandy]

Hi.  Thank you.

It has been frustrating for both of us(buyer and seller).

Hoping neither of us lose out.