Global Shipping Program Japan Order "Still Not Received"

[pickinweedsvintage]

Good Saturday Morning eBay Resellers! 

   Quick question? Item sold June 23rd to Japan. Shipped immediately to Carol Stream, Illinois. Last tracking on June 30th said: "Customs Documentation and Labeling." 

Estimated arrival in Japan: July 9 - 19th. Customer messaged me last night and asked: "Where's my item?" I told them to be patient and that it's just an estimated time frame. Is there anything else I can do in the interim? 

We've never had an item lost or not delivered through International Global Shipping program through eBay.  I take it the earliest I could file a claim would be 30 days after sale?

Any thoughts and advice is appreciated.

Happy Selling!

[dbfolks166mt · Accepted solution]

     Not sure which item this pertains to but I checked a couple of your sold listings and you are using the EIS program for international sales. Based on your post it looks like the tracking shows the item was delivered to the EIS hub although I am not sure Carol Stream Illinois is the hub I believe it is Glendale Heights, IL. 

     Once it arrives at the EIS hub your job is done, mostly. The EIS program has the responsibility for delivery to the international destination and they are the ones that provide seller protection against INR claims, including chargebacks. You would not be the one to "file a claim". The buyer would open an INR claim and you would respond to that claim by showing the tracking and delivery of the package to the EIS hub and eBay should handle it from there. If the buyer is refunded it should come out of eBay's coffers not yours.