Sold and shipped an item by international shipping- buyer received a different item
I sold and shipped a signed lithograph in a mailing tube to a buyer in Canada using the international shipping offered on eBay. The item was shipped to an address in Glendale Heights, IL. The buyer just contacted me and said they received a mailing tube with some other posters in it but not the item I shipped. I’ve never had anything like they received in my possession so I didn’t ship the wrong item. I used the shipping label directly from eBay. The tracking shows it arrived at the international processing center. My only guess is the processing center switched labels with another package. Now my buyer wants a refund. Shouldn’t eBay or the international shipping center pay for this mistake?
18 comments
tm-techmark
OP2 years agoThanks for all the replies. I’ve let the buyer know they need to contact eBay for the solution.
deltilogical
·2 years agoSounds like a program ripe for insider fraud.
brightlightbookseller
·2 years agoPossibly, but that's eBay's problem, not mine. ðŸ˜
ittybitnot
·2 years agoPossibly, but that's eBay's problem, not mine.
@brightlightbookseller
@deltilogical
Though I have not seen any "bad reports" by sellers that use this program, it appears that eBay has some things in place in case they get tired of fronting the money.
The Terms for the EIS:
https://pages.ebay.com/internationalshippingprogram/seller/terms/
"shall have the right to reverse the payment that your Buyer made to you for the EIS Item and will process the EIS Item as an undeliverable item and may elect to return the EIS Item to you as..."
"You will not be responsible under the eBay Money Back for the loss of, or damage to, an EIS Item after its acceptance at the US Shipping Hub. However, if eBay finds in the Buyer’s favor in an eBay Money Back Guarantee case relating to an EIS Item, you may be responsible for the amount that has been paid to you by your Buyer."
"Alternatively, eBay or its third party service providers may elect to return to you at any US address that you have on file with eBay any EIS Item that eBay or its third party service providers concludes is undeliverable and require reversal of the payment that your Buyer made to you. If an item is returned to you, you may be responsible for a return shipping fee."
"eBay may in its sole discretion, choose to intermediate the return to you if your returns policy indicates that you accept returns and will reverse the sale."
I just scanned the document quickly, but one of my favorites is underlined.
mam98031
·2 years ago@ittybitnot
Well that is pretty one sided. You really should read the whole policy before trying to pick and choose what to pull out of context and assume it means something than it actually does.
Ebay has the right to refuse the package at the US Ebay facility if they deem there is something wrong with the item or its packaging. Then the seller is responsible for the return shipping and refunding the buyer. That is what your underlined statement is referring to.
ittybitnot
·2 years agoWell that is pretty one sided. You really should read the whole policy...
@mam98031
The first line of my response was a link to the policy. I am glad you used the link and did read the whole policy.
mam98031
·2 years agoStill, misrepresenting what it means helps no one and my hurt someone. It simply isn't necessary.
ittybitnot
·2 years agoStill, misrepresenting what it means helps no one and my hurt someone. It simply isn't necessary.
@mam98031
Thank you for your opinion. How would this "hurt someone"? LOL... I am curious and obviously taking your "bait", and hope you can give explicit examples of how this is hurtful instead of informative.
All adults here can certainly read the actual policy for themselves. Adults here can obviously disagree with any post they read be it from me or someone else. I suppose I am just "old school" and just look for the loopholes, which in this case seem rather obvious. They were taken out of context simply to avoid a post that was a WALL OF TEXT. Anyone can freely read the eBay WALL OF TEXT if they so choose. A link was provided for that purpose.
I am sorry if they the statements are not obvious to you, but to me "ignoring" those statements may be more hurtful in the long run when eBay gets tired of this program and starts to enact the policies they have published and have been there all along for anyone to see.
You see, eBay said the same thing about the GSP with the old "ship it and forget it" until we learned by example that was not the case.
You take care, and wishing a happy holiday season to you and yours!
mam98031
·2 years agoOr a program that is great for Sellers and takes away a whole lot of exposure.
stainlessenginecovers
·2 years agoyep; and if gets out of hand, eBay will NO LONGER 'cover sellers' for EIS.
brightlightbookseller
·2 years agoI agree with others, we had a very expensive item end up not delivered to the buyer (don't recall if we found out why), they just opened an INR case and eBay stepped in automatically and refunded them. I want to say it was over $1000, and they didn't hesitate to refund the buyer, and the only message we got was basically "The buyer opened a case, but we're resolving it, you don't need to do anything."
mam98031
·2 years agoEIS is a great program. I encourage you to read about it and decide for yourself if it will work for you. It takes almost all the risk for international shipping off the sellers.
Feel free to come back and ask for advice on what to do.
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shipping-program?id=5348
https://pages.ebay.com/internationalshippingprogram/seller/terms/
1786davycrockett
·2 years ago@tm-techmark
Do NOT refund the buyer.
If the buyer has any questions, the buyer needs to open a NAD case directly with eBay -- and not YOU.
Under the new eBay International Shipping program, sellers need only have delivery confirmation that the package which they have shipped has been confirmed "Received" at the eBay Shipping Center, either in Illinois or California.
After USPS has noted that the items have been "Received" at the eBay Shipping Center, it becomes the responsibility of eBay to handle ALL complaints -- and NOT the seller.
toomuchstuffagain35
·2 years agoIf they want a refund then they should file a SNAD claim which ebay will (supposedly) handle without you being involved.
sditr1
·2 years agoTell them to contact Ebay, not you. I'm assuming since you sent it to ebay's processing center, it was through ebay's global shipping program. In that program your protected from all Negative and Neutral Feedback, and your not supposed to have to deal with any inquires. Ebay handles all returns on your behalf.
slippinjimmy
·2 years agoFor any return/damage/not as described for EIS shipments, buyers open a request in the normal fashion, eBay handles the claims. There is no "contact eBay" needed by the buyer.
onefootflipper
·2 years agoEbay international handles any claims. You have nothing to worry about, even if it actually was your fault in the first place.