Global Shipping program question

[suesaroo22]

I sold an item and used the Global Shipping program. I use this rather than shipping out of the country myself because of past negative experiences.  I shipped the item promptly to the Global Shipping address.  According to the records it all went smoothly.

The buyer reports that the item has not arrived (it was due to be delivered on the 10th of August in AU) and that Fedex cannot find the package.

Here's my question. eBay handles the international end of the shipping. Who's responsible for this if the item truly is lost? Does eBay compensate us both for the loss? Obviously if the item doesn't show up the buyer gets their money back but, who compensates me?

[annindallas]

If your tracking shows delivered to the shipping center, Kentucky (?), your part is done.

They won't touch your money. Ebay or Pitney Bowes or their insurance companies will reimburse the buyer.

The first time this happens, it is upsetting, but rest assured, you're okay.

[annindallas]

Oh, and one more thing I want to mention that may calm worries for you and others:

There are many couriers. Pitney Bowes hands it to a subcontractor, who hands it to a subcontractor, who hands it to a subcontractor. 

Updating tracking isn't at the top of their priorities.

Tell your buyer this. Just because a sub-sub-sub contractor isn't updating, it doesn't mean it's not winging it's way to your buyer.

Happened to me a dozen times, at least.

[starroute-us]

The buyer needs to open an "item not received" case so they can be refunded.

When it is opened, you might need to call ebay and point out that this is a GSP purchase and you have tracking to KY. showing delivery.

You are covered and GSP (Pitney) needs to refund the buyer.

[siayan]

This is a tough one because the buyer wants to deal with you and you have no control over the shipping. I had one similar to this and the buyer wanted a refund due to non-delivery. Call to CS only says don't worry about it. 

The best thing is for them to open a case as mentioned above. 

[starroute-us]

Yes the buyers using GSP always have to open a case with the seller involved.
Pitney has no other way of handling it.

Buyer needs to open a case via PP or ebay. They have to, there is no way to open a case with Pitney/GSP.

The seller just needs to respond with tracking showing delivery and call (PP/Ebay) to insure the buyer is refunded promptly from Pitney.

No defect to the seller.

[suesaroo22]

Thanks to all who responded - this gives me what I need to move forward 🙂

[srs-webstore]

Be prepared: we had one of these today. The buyer opened a "not received" case, and eBay immediately put a hold on our PayPal funds, even though we printed the USPS shipping label through the eBay system, and it indeed showed delivery to the GSP shipping center in Erlanger, KY a week prior. Apparently, their system is not smart enough to check their own tracking information, so we wound up coming in this morning to a negative PayPal balance that we needed remedy with a CC before we could even begin to conduct business today...