Global shipping program...How do I add Brazil

[nozrelatives]

Hello, I have a buyer who wants an item and they live in Brazil, all the research I have done shows Brazil is part of the global shipping program., however when the potential buyer checks for the shipping amount on the listing, it says I do not ship to Brazil. I do not have any shipping exclusions.I have checked this several times to make sure. The item is not a restricted item. I did not get any type of warning from Ebay at the time of the listing, as far as restrictions or it being an excluded country.  Can someone please tell me if and how I can add Brazil. I have spent the better part of the day trying to figure this out. Thank you kindly.