item not recieved global shipping program

[Anonymous]

i recently sold a silver decanter label to a customer in the netherlands through the global shipping program , buyer says the item as not been recieved so i advised him to open a item not reieved case so it can be sorted out as my couriers tracking shows it as being delivered to the global shipping unit so i have no way of finding out where it is , the customer hasnt done this but as left me negative feedback because the item hasnt arrived , i contacted customer support who say they cant remove the neg but i thought i was protedted from negative feedback as long as i completed my part of the transaction ie got the item delivered to thegsp unit otherwise i would never have used the program , how can i be to blame for the second part of the delivery which i have no part in ? is this correct ?

[plpmr]

You need to be extremely careful how you handle this as you could be seriously out of pocket if you try to handle this yourself.

Your buyer needs to open a case for not received and you respond with the tracking number proving delivery to the UK Global shipping hub.

You cite that according to Global T&C you, the seller, are not responsible for any loss or damage in transit once it has arrived at the Global hub.

# the neg can be removed as it was caused by Global and eBay say they won't let a sellers account be harmed.