Seller Hub

[johnp196363]

I have sent an item to the seller hub to be posted on to Germany. The item page says that the package has arrived at the hub but there is no conformation that it has been posted on. I have now received a refund notice for the non delivery of this item. I have tried to contact ebay but have yet to get a reply after three days. I have also contacted the buyer twice, who also has not replied.

As I understand it, as soon as it arrives at the seller hub it becomes the responsibility of ebay??

[reallynicestamps]

Has the buyer filed a Claim for non-delivery(INR)?

If so, put the tracking number into the Claim.

The item page says that the package has arrived at the hub

If the tracking on eBay hasn't caught up with reality, eBay will close the Claim when they "see" that the item was delivered to the hub.

Your responsibility for Delivery ended at the hub.

Do NOT trust eBay to do this for you.

Add the tracking number yourself immediately.

And note in your Response to the Claim that this is an eIS shipment that has been accepted at the Illinois hub.

Your responsibility for delivery ended when your shipment arrived at the hub.

[1786davycrockett]

@johnp196363 

When you state that you have received a "refund notice," are you saying that eBay is demanding that you refund the buyer -- or that eBay is refunding the buyer, but at no cost to you?

I have had several of these non-delivery notifications through eBay International Shipping (EIS), and you should also have received an email from eBay, explaining that the buyer has been refunded, but that you would not be held responsible, and that no funds would be deducted from your account.

Once an item has been received by the EIS shipping hub, the responsibility for the seller has ended, and EIS assumes the burden of any further shipping problems.

If an item is returned to the EIS shipping hub, it becomes eBay property, to do with as eBay chooses.

If an item becomes the subject of an INR case, EIS assumes full responsibility, at no cost to the seller.

Perhaps you might share the email which you had received from eBay, to clarify what has bothered you.

[steady2304]

@reallynicestamps  @1786davycrockett The seller is in the UK. They still use the Global Shipping program.

@johnp196363 

You might be better off asking your question on the eBay.uk boards instead.

[johnp196363]

Thank you for your reply. The email I received is...

Hi John,

We want to let you know that your buyer opened a request because they haven’t received their item.

Here’s what you need to do

If you’ve already sent the item to the buyer, just make sure you’ve uploaded tracking details that can confirm the item’s delivery to the buyer’s address.

If you can’t fulfil the order, please issue a refund to the buyer, and we’ll credit eligible fees to you as per our fee credit policy.

Please be sure to respond to your buyer’s request by 3 Jun 2024. After that date, if the request is still open we’ll help find a resolution. Keep in mind, if you don’t respond, there’s a chance it could affect your seller performance level.

Resolve the request

If you have any questions or concerns, just get in touch. We’re here to help.

Thanks for being part of the eBay community.

[1786davycrockett]

@johnp196363 

Time to do as the email requests, and enter the tracking number in the form which was sent to you.

No need to contact the buyer, as the buyer has clearly decided to open an INR case through eBay.

And the only communication requested by eBay is for you to confirm the tracking number on the form provided by eBay.

Once eBay has confirmed the tracking number, the INR case will probably be found in your favor.

Do it NOW -- the deadline is June 3!

[johnp196363]

Thank you. I think I have just done that. I have never been in this position before and I think ebay could make the process a little more clear??. Not to worry. Thank you again for your help. I hope this will clear it up.

John

[johnp196363]

This problem has been sorted. Thank you to everyone for your help.