Buyer awaiting late EIS shipment told they cannot request refund, talk to seller?
Here is the situation as I currently understand it:
Buyer in Singapore bought a lens on Dec 14 last year. It was an EIS listing, and it arrived at Glendale Heights on December 22. The last day of the estimated delivery window was January 11. The existing tracking shows it en route to a shipping service in Australia (that delivers to Singapore) since December 27. The eBay status is "running behind."
On January 12 (and again a few days later) the buyer tried to file an INR. He sent me a screen capture of the eBay reply (below).
Is anybody familiar with this message? Is it the message one should receive after filing an INR for an EIS shipment that has arrived "successfully" at the eBay shipping hub (i. e., isn't eBay supposed to be responsible for the delivery after it arrives at the eBay hub)? Note that it comes from eBay.com.sg.
Thanks!
Mike (away from the Forum until Sunday afternoon)
 
rseuqinh
·8 months agoSince it's beginning @argus_museum eBay Singapore is not allowed to have a resolution center.
That it was shipped with eIS here has no bearing. And you're not responsible for the refund, as pointed out.
Those eBay Singapore buyers have always been directed to seek resolution with their payment source, regardless.
argus_museum
OP8 months ago@rseuqinh
Thank you very much for this information. It would explain everything that the buyer reported.
Is it better to go through Paypal Buyer Protection or do a charge back via the buyer's credit card?
Alternately, what if the buyer logged into www.ebay.com (rather than ebay.com.sg) and filed an INR while logged into the USA site? (I recall that I could log into sites like ebay.com.de using the same account and password as I use on the USA site.)
Mike
wastingtime101
·8 months agoBuyer would have had to make the original purchase on .com for that to work. Policies of the site where the buyer made the purchase are in effect for the transaction, and, as pointed out, the buyer does not have protections on eBay.com.sg.
Notice on this page, eBay Singapore is not included on the list of sites with eMBG protections.
Buyer can file a non-receipt dispute with their payment provider as eBay directed. As the seller, you will be protected on a non-receipt payment dispute since you have confirmed delivery to the eIS hub.
argus_museum
OP8 months ago@wastingtime101 @rseuqinh @stainlessenginecovers @christworks @lakefor94 @hotwheelsbum @robbie31415
Thanks again everyone for your observations and encouragement.
A few hours after talking to CS (Aaron), eBay refunded the buyer's full payment. The shipment is still shown as shipped from ePost near the O'Hare airport on December 27, en route to Australia.
I have not received any other explanation from eBay, but I have to say that the eBay CS was effective!
As @rseuqinh and @wastingtime101 have pointed out, and as evidenced by the specific message received by the buyer, eBay Singapore is one of the international eBay sites that is not covered by the eBay Money Back Guarantee program. This means that the standard process for EIS buyers on these sites is a credit card chargeback or through the Paypal Buyer Protection guarantee. This is one detail of EIS that I would never have anticipated.
Mike
stainlessenginecovers
·8 months agoThat is ALL that matters in regard to the seller. EIS takes over from here and if buyer contacts seller, sellers should refer buyer to EIS.
Seller keeps the sale and the $$.
christworks
·8 months ago@argus_museum Thank you for the update. Please let us know what happens in case any of us run into that.
argus_museum
OP8 months ago@hotwheelsbum @lakefor94 @robbie31415 @christworks
Just a quick update to those on the thread.
I talked to a couple CS folks today who assured me that the message from eBay.com.sg saying the buyer should contact the seller for a refund for a missing EIS shipment was wrong (as all of you had said already) and that someone from EIS would email me within 24 hours to attempt to resolve the INR for the buyer.
Mike
lakefor94
·8 months agoThanks for the update.
I would not put much weight in anything CS reps say, especially concerning an EIS transaction.
Let us know what else you experience. Your case is quite different than I have heard previously.
robbie31415
·8 months agoSeems to me that the buyer doesnt have eBay MBG guarentee protections so they are offloading them to the seller who can voluntarily give up their money or they can file a dispute with their payment provider.
If its passed the estimated delivery, and eBay is refusing to let them open a claim on eBay then I would inform them they need to contact their payment provider.
Id inform them that i have confirmed that the eBah hub has processed and shipped their item and that once that has occurred its outside my control.
Id also inform them that sellers have no way to open an INR for them.
The buyer needs to contact eBay customer service.
But I would not refund or do anything on my end if I have valid proof eBay recieved the item at the hub, as it would be eBays responsibility at that point.
hotwheelsbum
·8 months agoBut that's the whole point I'm trying to make here. Ebay promotes EIS as once it gets to the Hub, a successful delivery to the Hub, that's it. Ebay has it ALL from there. Returns, Refunds, INAD's everything. Seller gets paid. Seller is out of the picture.
Here we have an item still in Transit AFTER it made through the Hub using EIS, Buyer has not got item yet, it's a week past the EDD, and Buyer is trying to file an INR. Instead ebay working with their EIS Buyer themselves, they are passing the buck onto the Seller. That's not how ebay has been Promoting EIS. Seller should know nothing about this late delivery. Seller should know nothing about this attempted INR filing by this Buyer.
Questionable? Yes. Can it make a Seller question EIS? Yes.
lakefor94
·8 months ago@hotwheelsbum
EBay has always informed me if there is any type of an issue with an EIS order.
Had a buyer file INAD, ebay let me know then refunded the buyer within 24 hours.
Had a buyer file INR and eBay let me know and refunded within 24 hours.
Yes, I definitely would like to know if there is any type of an issue with the transaction regardless. Especially if it is one of my repeat EIS buyers.
I will also be messaging with them, no doubt.
christworks
·8 months ago@argus_museum I can't speak to what message an international buyer sees. What I can tell you is that it is not your responsibility to refund them. As long it arrived at the eBay hub, anything after that is on eBay. Still, I know you want to provide good customer service, so hopefully someone with knowledge about that message can chime in.
hotwheelsbum
·8 months agoFunny....
I'm looking at it like this...
Obviously International Buyers who are depending on ebay's EIS service to get items they buy from American Sellers to them CAN NOT file an INR against ebay when their item goes past their EDD, as in today is one week past the EDD for this item this buyer in Singapore bought last December 14th. Ebay was responsible to get that item to that buyer by January 11th. Ebay told Buyer, BUY this item in America, we will get it to you by January 11th. It is now a week past the January 11th date that EBAY told the Buyer they could have their item by. Buyer does not have item. Buyer files for an INR.
Ebay's response it NOPE, you can not file an INR. Contact Seller for a resolution. WHAT CAN Seller do to resolve this??? Nothing. Just think if this was a Domestic Delivery. Ebay would have been all over Seller by now. Defects, Refunds, Loss of item and money for Seller. Even if it was still "In Transit" as this EIS shipment clearly is, Ebay would go after the Seller over this shipment missing the EDD. But now that this is on ebay, they've passed the buck onto the Seller.
I'm interested in watching how this turns out. Ebay clearly told this EIS Buyer to contact Seller for a resolution. Ebay pushes EIS as a program that Ebay is 100% responsible for item once item gets to The Hub. If so, WHY is ebay telling this Buyer to contact Seller? What if Seller here can not resolve issue? Is there a possible Chargeback issue over this INR? I've said it a few times here on this Board that I have No Trust, ZERO Trust with ebay and their EIS, overseas orders in general. I finally "Opted In" last week just to test it. I hope we keep up with this one.
argus_museum
OP8 months ago@hotwheelsbum @robbie31415
Thanks for your reply and your interest in this. Your summary is where I am on it.
I will update the thread as things progress.
With respect to charge back, the message the buyer received from eBay Singapore suggested exactly that, saying the buyer should contact his "payment service provider" and/or Paypal Buyer Protection.
Mike
robbie31415
·8 months agoYes please update.
I don't really see eBay recommending they go to their bank unless the buyer isnt elgible for eBays protections.
However, you shouldn't be scared of a chargeback because you should be completely protected as long as the hub recieved on your end.
Ebay should be on the hook for a chargeback.