Package marked ‘Customer Refused’ but delivery was never attempted – eBay International Shipping
Hello everyone,
I’m looking for advice regarding an international shipment through the eBay International Shipping program.
The seller shipped the item to the eBay hub in the United States, and from there it was forwarded internationally via DHL eCommerce, with final delivery assigned to Quality Post in Mexico.
The issue is that the package label used for local delivery had an incorrect postal code, which corresponds to a different town. Because of this, the courier could not locate the address. The driver contacted me asking for my GPS location, I provided it immediately, but the delivery was never attempted.
After that, the tracking showed unsuccessful delivery attempts and eventually the shipment was marked as “customer refused,” which is incorrect.
Currently the tracking shows an “Exception / Undeliverable,” and eBay will not allow me to open an “item not received” request until the estimated delivery date passes.
Has anyone experienced something similar with eBay International Shipping or the local carrier? Any advice would be appreciated.
ryry-jj
·5 months agoThis really all hinges on what zip code you had on file as your ship to...none of us here know that for sure, we just know what you are telling us.
The seller is out of the picture, and the outcome is of no consequence for them, assuming this is an eIS. Although I'm sure they would like you to receive the item, there is nothing they can do to help. Any feedback towards the seller in this case is useless, good or bad
marnotom!
·5 months ago@manuel_delgador, you might want to try checking the tracking on a third-party site for clues. I like using Parcelsapp because it does a pretty good job of tying together shipments involving multiple carriers and sometimes has scan information that the carriers' sites don't provide.
stephenmorgan
·5 months agoI had a issue with eBay International Delivery. This is a different shipping option then eBay International Shipping.
No matter who is used there seems to be miscommunication about what is going on with deliveries within Mexico.
In my case the item showed delivered on three different days.
You can read about my experience here.
https://community.ebay.com/t5/Shipping/eBay-International-Delivery/td-p/34441267
Why was the incorrect postal code used?
marnotom!
·5 months agoI don't think the OP or any of us can answer that, but I can try. I'm in Canada. I live in a small town (trading population about 32 000) that's about 90 km / 55 miles from a larger centre where there are a lot of shipping sub-hubs. Sometimes the tracking for shipments I get shows a postal code for the larger centre where my item was processed and dispatched for delivery. Perhaps the postal code Quality Post is using was for the town or city where the item was received from DHL.
manuel_delgador
OP5 months agoThe issue appears to have been caused by an incorrect shipping label. There is a nearby town with a street that has the same name and number as mine, but a different ZIP code, which likely led to the confusion.
At this point, I am unsure whether the error originated with the seller, DHL eCommerce, or Mail Americas. I did request an address correction; however, it was never processed. Additionally, the tracking page provided inaccurate or misleading updates throughout the shipment process.
Mail Americas works directly with Quality Post Mexico, the local delivery company assigned to handle the final delivery. Unfortunately, this carrier has a very poor reputation for reliability, with frequent reports of undelivered packages.
stephenmorgan
·5 months agoAs long as you have the correct Zip Code in you account when you placed the order then when you file a claim of not received eBay should be able to see the unsuccessful delivery attempts was not to your address.
tobaccocardyahoo
·5 months agoI am not surprised with this result on a shipment to Mexico.
As a seller, I use EIS because the risk is transferred from me to Ebay.
Since Ebay is paying the claim for non-delivery there will be no exceptions from the published process or time frame.
manuel_delgador
OP5 months agoI don't know what to do about the seller. I'm waiting for the 27th of this month to start with the claim. Do I post a review of the article? Like, stating what the problem was?
tobaccocardyahoo
·5 months agoIf this is an EIS shipment, the seller has no responsibility at this point and will not be affected by anything you do.
When you open the Ebay MBG claim, it will be handled by Ebay. Ebay will notify the seller of its opening and its resolution. The seller will not be affected financially or by any attempt you make to leave negative FB. The seller cannot do anything to influence the decision.
kalyoth
·5 months agoSince the address is provided to ebay from the buyer, have you verified you put it in properly & that it appears in ebay properly?
manuel_delgador
OP5 months agoHello. Yes, my address appears properly in ebay. It seems that the carrier in Mexico stole the package. I have screenshots from all the issues that have been happening with this purchase. I'm just waiting for the exact day I could open a claim on not recieving the item and get a refund. I've given up with this package already. I also sent an email to DHL e comerce and mail americas. I gave the seller a heads up on this situation
marnotom!
·5 months agoJust a heads-up that when you do make your claim for non-delivery, you may have to make it very clear that the tracking information is incorrect about the refusal of the package, as refused packages are generally not eligible for coverage under eBay’s Money Back Guarantee.