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.  

[kensgiftshop]

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@vilkau wrote:

I did use EIS, the package went to a hub, was transferred to ASENDIA and went overseas. It was addressed to the buyer in Verona, Italy but for some reason it went to Switzerland.

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No, you didn't use EIS.

The listing and shipping label proved it.

It might have went to a hub, but it wasn't the EIS hub.

[vilkau]

So then, what is "EBAY INTERNATIONAL DELIVERY"?  That's what the label says. So eBay has several different hubs for international deliveries?

[lacemaker3]

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@vilkau wrote:

So then, what is "EBAY INTERNATIONAL DELIVERY"?  That's what the label says. So eBay has several different hubs for international deliveries?

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The label you purchased was for eBay International Standard Delivery:

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

Unfortunately, this is not the same as eBay International Shipping:

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/international-shipping?id=...

Yes, eBay USA offers two different kinds of international shipping. They are both sent to a shipping hub in Illinois. The one you used does not have extra seller protection, and the seller is still responsible for the package until it reaches the buyer.

[bdmh-enterprises]

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@vilkau wrote:

So then, what is "EBAY INTERNATIONAL DELIVERY"?  That's what the label says. So eBay has several different hubs for international deliveries?

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GOOD GRIEF. Are you not reading the replies or do you just refuse to believe the dozens of posts with links and pictures and such all explaining the difference?!?

[kensgiftshop]

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@vilkau wrote:

So then, what is "EBAY INTERNATIONAL DELIVERY"?  That's what the label says. So eBay has several different hubs for international deliveries?

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They have the EIS, which comes with some protection for sellers.

Then they have the International Standard Delivery, the one you used and it doesn't come with any protections like EIS.

[lakefor94]

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@bdmh-enterprises wrote:

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@vilkau wrote:

So then, what is "EBAY INTERNATIONAL DELIVERY"?  That's what the label says. So eBay has several different hubs for international deliveries?

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GOOD GRIEF. Are you not reading the replies or do you just refuse to believe the dozens of posts with links and pictures and such all explaining the difference?!?

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The OP is still skating around the fact that the seller is responsible for the delivery when they select and purchase eBay International Standard Delivery.

[stephenmorgan]

Can you post a picture of your label?

This label is eBay International Standard Delivery and it comes with $100 of insurance.  You have much more responsibility using this service.

You can read about it here.

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

This label is eBay International Shipping.  It offers very good protections for the sender.  Once the Hub processes their acceptance of the item you responsibility pretty much ends and eBay accepts responsibility for the delivery.

You can read about it here.

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

I have used both of these with good results.  I did have a claim on each of these.  With the eBay International Standard Delivery I had to make the claim for a lost item.  With eBay International Shipping, eBay took care of it.

If I need to purchase additional insurance I will use a different shipper because of the insurance cost. 

[vilkau]

Surprise!!! The buyer has finally received his purchase! It went to Switzerland and then to Italy to the final destination. But unfortunately eBay has refunded his money and I am out of $750 thanks to eBay. This is a good lesson to crooks. Buy something valuable on eBay. A week later open an "Item not received" case. eBay forces the seller to refund the money to you. And you end up with your purchase and your money thanks to eBay.

[lakefor94]

Shipping international is at the seller's risk. The seller has to own it. Risky business for expensive items. 

I sell quite a few expensive items but only offer them through EIS.  It is enough risk selling them here in the states.

[kensgiftshop]

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@vilkau wrote:

Surprise!!! The buyer has finally received his purchase! It went to Switzerland and then to Italy to the final destination. But unfortunately eBay has refunded his money and I am out of $750 thanks to eBay. This is a good lesson to crooks. Buy something valuable on eBay. A week later open an "Item not received" case. eBay forces the seller to refund the money to you. And you end up with your purchase and your money thanks to eBay.

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It would be the same if it was shipped two states over.

Without that delivery scan, the buyers going to win an INR case.

[albertabrightalberta]

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@vilkau wrote:

Surprise!!! The buyer has finally received his purchase! It went to Switzerland and then to Italy to the final destination. But unfortunately eBay has refunded his money and I am out of $750 thanks to eBay. This is a good lesson to crooks. Buy something valuable on eBay. A week later open an "Item not received" case. eBay forces the seller to refund the money to you. And you end up with your purchase and your money thanks to eBay.

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I'm glad it was delivered but ebay cannot help you at this point. 

You can ask the buyer to repay but he's under no obligation to do so. 

Be sure to revise your listings to EIS so you will have protection.

[pikabo-icu]

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@vilkau wrote:

Surprise!!! The buyer has finally received his purchase! It went to Switzerland and then to Italy to the final destination. But unfortunately eBay has refunded his money and I am out of $750 thanks to eBay. This is a good lesson to crooks. Buy something valuable on eBay. A week later open an "Item not received" case. eBay forces the seller to refund the money to you. And you end up with your purchase and your money thanks to eBay.

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@vilkau 

I'm very sorry to read that.

As suggested the EIS shipping would have protected you but that's no help for the current situation.

Send your buyer an invoice via Paypal, you will have their email address in the original order details. In cases like this, it's allowed. If you don't have Paypal, you can send an eBay message and/or an email and request to be paid though another source. Venmo, CashApp etc...

Appeal to their conscience, that's all you can do because eBay won't help at this point.

I've had this happen to me twice as the buyer, both times I contacted & paid my seller once my item arrived as described.

Example: I see you have received your order and would appreciate you paying me as we agreed in the sales contract.. Or something like that. 

I've long since advocated for eBay making a change to their policy, to right this wrong. When an order that's been refunded eventually delivers, they should be able to claw back the payment from the buyer's  original payment source. 

Very sorry.. I hope your buyer does the right thing. 

[fern*wood]

Have you contacted them to pay?  I've had this happen to me and I contact them with a message which I word in a way that states they need to pay now that the item has arrived.  I don't ask if they will pay me, but give information about how we can complete the transaction.  So far, all have paid me back. 

[stephenmorgan]

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@vilkau wrote:

Surprise!!! The buyer has finally received his purchase! It went to Switzerland and then to Italy to the final destination. But unfortunately eBay has refunded his money and I am out of $750 thanks to eBay. This is a good lesson to crooks. Buy something valuable on eBay. A week later open an "Item not received" case. eBay forces the seller to refund the money to you. And you end up with your purchase and your money thanks to eBay.

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Hopefully you have a honest buyer and they will figure out a way to pay you.  If they do not I would be speaking with eBay about their decision to reimburse the buyer. 

When eBay forces a refund, like they did it on the sellers behalf because the seller did not, they may charge their seller fees to the seller along with reimbursing the buyer.  Were you charged these fees?