Item in eBay mandatory shipping program stuck in IL since 1-2-24. shipped 12-28

[moldy5]

this buyer coughed up excessive costs for his Ninja Turtles items on 12-28.  $86 for item; $23.75 to ship & $14.27 for VAT.  Shipped right away & it's currently somewhere in IL where tracking says it was picked up by individual. Tracking ends there. He wants 1) item or 2) refund. Now!   I don't blame him, that's a lot of extra expense in order to use eBays' wonderful overseas shipping program.   

I won't refund until I get my TMNT items back. a big loss for me if they never come back. Please tell me if he has a case. What should I do next? Sure makes me sick. Seems the the USPS is responsible maybe? Thanks for any help.

[12345jamesstamps]

Go to a post office....not online or by calling....with tracking number and ask a clerk what is going on.

The hubs for packages are in Carl Stream and Glendale Heights in Illinois.

It's possible it did not get scanned...could even have been delivered. We have to assume all buyers are honest. If item doesn't show "delivered"...you have to refund. I have open tracking from February 2023 of packages that do not show "delivered" but "on to next destination"....but had honest buyers who gave me positive feedback for those packages.

[kensgiftshop]

If you used Ebay International and tracking shows it was delivered to the hub, Ebay takes over from there and they would do any refunds.

If tracking doesn't show it was delivered to the hub, you'll be paying the refund if the buyer files an INR.

[steady2304]

@12345jamesstamps 

The seller is using eBay International shipping. The item arrived at the consolidation hub so the seller is covered. If it doesn't get to the buyer eBay will have to make the refund not the seller. The seller just has to inform the buyer to start an INR claim and eBay will handle it from there. You really need to start reading these posts better so as not to give out the wrong information. 

@moldy5 

As long as it shows received at the consolidation hub in IL you are covered. Unfortunately, you will not get the items back if eBay pays the buyer a refund, but you will get to keep the payment from the buyer.

[12345jamesstamps]

Wrong information....I mentioned what might be happening. Buyer gets a refund...whether it's eBay or the seller. Didn't feel like writing a "long" "long" story...wanted to keep it short. 

You might not get the "big" picture...so I have a little time now. 

Some sellers depend on "repeat buyers" during slow periods of selling. Since this item is missing in action and buyer may not get it...may not become a "repeat buyer".  A lot of sellers love "repeat buyers". I thought I might throw this information out.

The seller sells somewhat similar items. Thus, "repeat buyers" are the "bread and butter" of a business plan.

[wastingtime101 · Accepted solution]

---

@moldy5 wrote:

tracking says it was picked up by individual. Tracking ends there. He wants 1) item or 2) refund. Now!

---

Hey @moldy5 . As already mentioned, you are not responsible for refunding something shipped through eBay International Shipping (eIS) that was successfully delivered to the hub. If the buyer files an INR, eBay will cover the refund.

I would message the buyer and let them know if they prefer the item they should wait it out, and remind them they have 30 days from the latest estimated delivery date to file a non-receipt claim. If they prefer a refund they can file the non-receipt claim as soon as one day after the latest estimated delivery date.

I'd probably throw in an apology that eBay's eIS hub sometimes experiences delays that are out of your control and you wish there was something you could do to open a lost package inquiry, but unfortunately eBay does not provide that opportunity.

Since this was a collectible, I would go one step further and let the buyer know you are happy to alert them if you find the same / similar items in the future so they have the first opportunity at purchasing.

[soh.maryl]

Can't tell exactly whether or not you were shipping to eBay's international shipping hub.

Once the item is proven to arrive at that destination, the seller's responsibility is ended.

Perhaps you could read more about the way the EIS works.  Or maybe the buyer could do that.  

[steady2304]

@12345jamesstamps 

You stated in your original post the seller would have to refund. That is just not true as the seller said it arrived at the consolidation center. (picked up by individual) It is probably still sitting at the hub as EIS can take a couple weeks or more to actually ship it on its way.

It wouldn't matter after that if it didn't get a delivery scan as the seller would still be covered and eBay would have to issue the refund and not the seller. That is why I told the OP to have the buyer start an INR claim. eBay would then step in and see what is going on.

Also contacting USPS wouldn't accomplish much since once the package arrived at the consolidation center it would receive a new tracking number and then is usually shipped overseas by DHL and can't be tracked by USPS.

As for the "big picture" I am also a seller who depends on repeat buyers and that is why I never use EIS. I would rather ship my items by USPS 1st Class International package and combine shipping for my buyers to save them money. In the case that a package doesn't arrive I take care of it myself and I always purchase insurance for my international packages just to be safe.