problem with a delivery through Global Shipping program

[kc-711]

An item I sold through the Global Shipping program has not been delivered.  My understanding is that once the package leaves the clearing center for transport to the buyer, it is in eBay's hands and out of mine. The buyer is getting abusive in his language and messages to me.  The package is supposedly in the buyer's country according to tracking information, which I have given the buyer.  I have tried to follow eBay instructions, but when I get to the last step that says click on ask eBay to step in and resolve, that is never a choice.  I have spent hours trying to resolve or even call eBay, but I can never even find a phone number.  Please advise.

[ferncliff-39]

@kc-711 

Has the buyer opened a refund request yet for not receiving it?

Once that's open, eBay/Pitney Bowes are *supposed to* step in and handle it directly with the buyer, with no involvement from you, although the claims agents sometimes miss the GSP part.

Scroll down to the bottom of this >> Help page on Global Shipping
Click on "Contact us"
In the Help Chatbot that opens type AGENT in the reply box then press Send to bypass the bots
You should get the options to Chat with agent, or have them call you.