Unfair action by eBay

[vilkau]

I sold a $700 item to someone in Italy on March 4.  I shipped it by eBay's International Shipping Service (or whatever it is called). The package went to the eBay hub and was transferred to the Asendia International Mail Service. International shipping takes a long time, but the buyer did not want to wait and started an "Item not received" claim.  I submitted tracking to both the buyer and eBay. Tracking showed that the package was stuck somewhere in Italy. Instead of waiting for the package to arrive, eBay gave me 3 days to "Resolve the issue". Since there was nothing I could do, the 3 days passed and eBay took the money from my charge card anf refunded the buyer. I contested this action, but eBay told me that my case is not allowed to be contested. Tracking still shows that the package is still stuck somewhere in Italy, but it may eventually arrive at the buyer's home.  Then the buyer will have his money and my $700 item.  And the funny thing is that eBay will not allow me to ask for a review of my case.All this time I was not allowed to speak with a human, only a robot. Does anyone know how I can speak with a real person about my case? I can't even provide tracking information that shows the item stuck somewhere in Italy.  Also, this will also put a bad mark on my record, showing that I failed to ship a sold item. Any help or suggestions would be appreciated.  

[wastingtime101]

What is the item number @vilkau ? I want to see how shipping was set up on the listing.

When a claim is filed on an eBay International Shipping (eIS) transaction, eBay typically steps in automatically.

Because that didn't happen I am guessing the problem here may be that you offered direct shipping to Italy, then shipped using eBay International Standard Delivery (eISD) which is a completely different service.

eISD is a semi-direct shipping option where you ship to a hub, but you are still responsible end-to-end. eISD does come with up to $100 included insurance.

[inhawaii]

The trouble is you shipped your item via "whatever it's called" insead of EIS (ebay international shipping). Had you used  EIS this would not have happened.

[playwithitagaintoys]

Did you use ebay international shipping? The exact name of the service used matters. If you did, then you are off the hook after item gets to the hub.  

It also seems like you didn't respond to the claim in time and ebay had to step in. If so you lose the money and the item. But if you used ebay international it should have been on ebay

[vilkau]

The item number is 153353719511, and I shipped it by eBay's International Shipping. It went to a hub where it was transferred to Asendia. Asendia tracking shows that the item is stuck in Italy. But neither the buyer or eBay could not wait and refunded the buyer his money.

[vilkau]

I did use ESI.

[wastingtime101]

OK thanks for providing the item number. This confirms what I said above.

Your listing advertises direct shipping to Italy with USPS First Class Package International.

On the label purchase page you purchased an eBay International Standard Delivery (eISD) label. This is an entirely different service from eBay International Shipping (eIS).

If you do not want to ship direct (or semi-direct) where you are responsible end-to-end then revise your listings to not offer direct shipping methods. By not offering direct shipping, eIS will be the only option.

Because you did not ship eIS, and instead shipped eISD, you are responsible end-to-end.

Because this was already escalated with eBay asked to step in and you did not have confirmed delivery, that means you lose the claim and your fees are forfeit.

At minimum you should be able to file a claim for the $100 insurance coverage. Follow the steps here:

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-standar...

You should also track the package on an external site, for example https://parcelsapp.com/en , as you can sometimes find more tracking info and details. Depending on what tracking shows (like if a buyer refused to pay customs fees, for example), you may have cause to appeal your claim. If you want to send me a message with the tracking number I'll take a look for you.

[lakefor94]

@vilkau 

If eBay refunded the buyer out of eBay's purse, as it should happen, no worries for you. That is EIS protection,  as it is stated.

They don't mess around, ebay takes care of the buyer, end of story. 

[wastingtime101]

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@lakefor94 wrote:

If eBay refunded the buyer out of eBay's purse, as it should happen, no worries for you. That is EIS protection,  as it is stated. They don't mess around, ebay takes care of the buyer, end of story. 

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This was not an eIS transaction.

[vilkau]

I did use eBay International Shipping. Tracking shows that the item arrived at the hub and was transferred to Asendia. Asendia was supposed to take it to Italy. Why is it stuck in Italy? Who knows, maybe customs. But eBay should have waited instead of refunding the buyer right away. Now I am out of my item and my money, and eBay says "Case is  What can I do?closed". 

[lakefor94]

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@vilkau wrote:

I did use eBay International Shipping. Tracking shows that the item arrived at the hub and was transferred to Asendia. Asendia was supposed to take it to Italy. Why is it stuck in Italy? Who knows, maybe customs. But eBay should have waited instead of refunding the buyer right away. Now I am out of my item and my money, and eBay says "Case is  What can I do?closed". 

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If it was EIS, EBay International Shipping, they refund at the cost of EBay.  

Do you actually see an entry in your Payments tab where they extracted money from YOUR account? 

Check carefully.  Holds are different from debits.

[wastingtime101]

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@vilkau wrote:

I did use eBay International Shipping. 

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100% this was not an eIS transaction. The shipping section of the listing confirms it.

Go to the order details page. If it was eIS it would look like this:

[vilkau]

I have a copy of the shipping label. It says the item was shipped by USPS Ground Advantage to EBay International Delivery hub in Glendale Heights, IL. At the bottom of the label it says "Asendia", which is an international shipping service. Everything by the book. So why can't eBay understand this? Asendia tell me that the item is in Italy stuck for some reason. Maybe customs? eBay has already taken the money from my account and refunded the buyer.  When he gets the item, he might keep it and also keep the money.

[wastingtime101]

The service you are describing, shipping to a hub with Asendia at the bottom of the label is eBay International Standard Delivery. It is not eBay International Shipping.

I understand it was a large dollar amount, and I feel for you on that, but refusing to accept the truth is not going to help here.

I offered some hope above - depending on what tracking says - why not take me up on my offer of sending me the tracking number so I can see if scans show whether or not you have grounds to appeal?

[steady2304]

@vilkau I would venture a guess that the buyer received a bill for the customs/duty fee's when it arrived in Italy and decided to file a claim for INR. Once eBay approved their INR claim they will probably go and retrieve it from customs.

EISD (eBay International Standard Delivery) is a poor excuse of a shipping method and should be dropped completely or the name changed so it doesn't confuse sellers who think they are purchasing EIS (eBay international shipping)