This situation has unfolded over the past few days, and it clearly shows how everything can fall apart after February 4th.
On December 31st, I fulfilled an order using the Global Shipping Program (GSP). I shipped the item the same day via Royal Mail 48-hour Tracked service. However, it wasn’t until January 16th that I received an email from the GSP hub stating that they had dispatched the item, presumably to the USA. They didn’t provide a new tracking number and instead referenced the tracking number I initially provided through Royal Mail.
On January 19th, three days later, the buyer opened a return request, stating that the item was a gift and was now too late to be of any use. In the meantime, my funds were placed on hold, even though the delay was not my fault.
I contacted an eBay agent to explain the situation and requested the release of my funds, as it was clearly not my responsibility. The agent told me I had to wait until the item was delivered and the buyer escalated the case, even though it was obvious that the buyer no longer wanted the item because it was too late.
I was extremely frustrated and explained that I shouldn’t be put in this position, especially as I always provide excellent service. This is reflected in my positive reviews and contributes to eBay's reputation, which depends on sellers like me. The agent assured me that a team from the USA would contact me within 24 hours, but no one reached out.
On January 20th, I received another order. Since my previous issue was still unresolved, I decided to cancel the order. Naturally, the refund amount was taken from my bank account, even though I have funds in my eBay balance, but those funds are on hold. It’s unacceptable.
I then put my shop on holiday mode and contacted another eBay agent. This agent also gave me excuses, saying I needed to wait at least 10 days for the order to arrive at its destination. However, it’s likely the item never left the GSP hub since no updated tracking number for the USA was ever provided.
After I expressed my frustration again, the agent asked me to provide proof of the email I received from the GSP hub to confirm the issue, even though the first agent I spoke to could see that email. Now I’m being told to wait another 24–48 hours for the case to be reviewed.
This situation highlights how unfair the new system is and how long eBay will hold onto your money, even if you’ve done everything right. I can’t understand why there isn’t a process to take responsibility and issue a refund to the buyer in exceptional cases like mine, where the seller is clearly not at fault. ObviouslyI will not issue a refund to the customer until I receive assurance that eBay will cover the cost. Most likely, I will end up closing my shop because it’s unacceptable to go through all this hassle just to earn peanuts.
