International Buyer Opened Case For Late Delivery But Tracking Is Still Updating - HOW TO DEAL?

[daymikat]

I am a US based seller. The buyer is in the UK. They paid for the item on May 14th, after business hours. I shipped first thing next day May 15th. Tracking has continuously been updated, even saying that the shipment was running late on May 21st. Originally it was estimated to arrive on June 6th. The next update after the "running late" notification was on June 6th, and it has been updated everyday except the 7th since, with the latest update being June 12th stating that it has left the local distribution center after arriving at customs. The buyer opened a case on June 11th before even messaging me simply saying that "still in US after a month!" I messaged the buyer politely asking for a little leeway here as international shipments can take time and tracking is clearly still being updated but have heard no response. eBay customer support has placed the case on hold until June 21st. Which finally brings me to my question - if tracking is still continuously being updated, but the date surpasses June 21st, am I likely to be forced to refund as well as lose the item because odds are the buyer will not return it? Does anyone have any recommendations on the best course of action to stay ahead of the game here? Thank you for any help, as this has got me stressing here because I feel like I did everything right within my power. 

[dqdistribution]

Your item basically has until the 21st to arrive or refund will need to be given.

I don't know about intercepting and getting an item back for international shipment, seems expensive.

I'd just hope it arrives before the hold end time.

[ittybitnot · Accepted solution]

@daymikat 

Did you use the new EBay International Shipping (Not eBay International Standard Delivery) for this product?  

If you did, this is supposed to be eBay's problem now, not yours.   Perhaps eBay is giving THEMSELVES more time for the parcel to arrive before they refund out of their own proceeds. 

[daymikat]

I believe it is the new eBay International Shipping program. The shipping program says it's eBay international shipping and when I click "learn more" it brings me to this page - https://www.ebay.com/sellercenter/shipping/ebay-international-shipping

The buyer also responded and claims that the possible refund will come out of eBay and not either of us. I'm shocked by this possible result as I am not used to programs that actually favor sellers!

[dqdistribution]

Congrats. When you were talking about shipping it to the UK I felt you shipped it.

If it was part of the new program you would have shipped it domestically to eBay's hub.

As long as eBay doesn't reject it at the hub, and it shows they got it there is nothing left for you to do.

Any lost or damaged items eBay is responsible for with the new program.

However with my experience with INR's if there is recent tracking eBay always puts it on a hold like that before issuing a refund regardless of the program used.

[phonographneedles]

Using the ebay International Hub to send out items has been a disaster. It seems they take forever to get it out and to the airport to ship out. Then, they dont update the tracking number with the new number and the current USA tracking number shows that the item was received by them at the hub and then it stops. I really am not a happy seller with their system. You can use an outside shipping label company to do your international but that just makes more work for you, but your odds of your package being taken by the post office directly to your customer is almoss 100% and not 50%.  They need to fix this problem because I am losing a lot of packages going through their International Hub in Illinois. (Glendale Heights?)  You are not alone. Europe is taking up to 2 months to arrive lately. Canada, 4 weeks?  Shouldn't be that long. USPS is not that backed up. 

[simply-the-best-for-you]

I've had 0 problems with EIS & have used it from day 1.  It's been great.  There were delays during COVID, but that was pre-EIS.  I've had ZERO lost pkgs & even AUS is getting their pkgs within 2 weeks, Canada about a week. 

If OP used EIS, they need not do anything. 

[kh-jean]

Hi everyone,



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Thank you for understanding.