Good afternoon

Please could someone look into a case a buyer has raised.  We have spoken to eBay customer service on 2nd April (appeals department) then we did not hear back, so spoke to customer service on 5th April 2025 and have not heard back.  The case is still open, but the customer has submitted confusing information, which the eBay system does not understand.

This relates to order number: 19-12792-00323 this item was sent via eBay Global shipping programme.

The buyer opened a case saying in the reason for return "missing parts or pieces"  then in the comments sections the buyers has put "item has not arrived"

The buyer is correct the item has not arrived as I see it has not had any updates since 24th March when it cleared customs, its left the UK 

Therefore the buyer has not selected the correct reason, parts cannot be missing if the item has not arrived. 

eBay keep sending us message for us to provide a return label, and to resolve this. As the buyer has selected the wrong reason, and the item was sent via global shipping we are protected, but eBay do not seem to be resolving this. We do not want any repercussions our end.  Furthermore from our experience of sending things global shipping eBay should step in.

We have messaged the buyer and explained what has happened, but eBay were suppose to be getting back to us, and we have not heard anything.

Can you help please.

Best wishes