eBay

golden82011 · ‎06-30-2017

hi,

i posted a large expensive parcel from uk to usa on 20th june. i advised the seller it would likely be 2-3 weeks for delivery. she opened a case against me yesterday 29th june because it hasn't arrived yet. she has had tracking details which show the parcel is in her state. my concern is, ebay seem to always favor the buyer. 4 days is up on monday when the seller can escalate the case. i have already had my payment frozen. it was a large ammount and unless i pay it back i cannot buy using paypal. what will happen if ebay decide in favor of the buyer then i pay back the money and the item i sold is in USA? does the buyer have to pay me a second time or post it back to UK. Who wouls be liable for the return postage. it is a disgrace that ebay allow a buyer to open a case before the parcel is even late. i am well fed up.

garmentvarmint2004 · ‎07-02-2017

BERSERKER

Yes, the moment the OP said that she had "appointed a carrier" I was pretty sure this was a mistake on her part---and that it probably cannot be undone.

lacemaker3 · ‎07-02-2017

@golden82011;

Because you didn't use a courier that eBay can access the tracking number for, and because you didn't use the courier or the class of shipping service that you promised in the listing, this is probably not going to come out well for you.

eBay doesn't normally grant time extensions unless they have a tracking number that they can access and which shows in transit and making progress, and from everything you have said so far, that may not be the case for this transaction. The CS rep may ask for an extension, but without the tracking number, they probably won't give it.

As I offered before, if you post the tracking number you got from Parcel Hero, I will try to track down which courier is actually handling the package at this point. That is probably your best chance of getting out of this without losing all your money.

missjen831 · ‎07-02-2017

@garmentvarmint2004 wrote:
GOLDEN..

Wow---that was a great response from CS. Will you let us know in a couple of days---whether you got protected by an Extension---or if it fell through.

In other words, its business as usual for CS....they listened to OP, sympathized with her and got her off the phone....and then did nothing. They are letting the bots handle the case, as it should be.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

ooak-tammy · ‎07-02-2017

@goodluckselling wrote:
@golden82011 wrote:
i used parcel hero who quote you for several companies. the quote was for USPS to pick up from me. the info i then got was that DHL was the forwarding carrier. i have no knowledge of how companies operate. i might be confusing USP with USPS. got to go out now so haven't time to check.
Okay that makes better sense. UPS and USPS are two separate companies that do operate quite differently. By the way, USPS does not run on Tuesady July 4th our nations birthday.

Good Luck selling!

Actually the USPS just doesn't deliver or accept new mail on a holiday. The mail already in the system is still traveling full force throughout the country. The USPS operates 24\7, it never stops processing the mail.

golden82011 · ‎07-02-2017

'As I offered before, if you post the tracking number you got from Parcel Hero, I will try to track down which courier is actually handling the package at this point. That is probably your best chance of getting out of this without losing all your money.'

well I can post it. I didn't before because I can't imagine you will be able to tell me more than the customer services rep can. As you will see, I never 'chose' a slower service. The estimated delivery date was 5 days from the day I paid for the service.
parcelhero tracking is 1Z7E524X6847523079
if you track it , first page says DHL is forwarding carrier.
DHL tracking is Waybill: 2161082626
last info was wednesday 'forwarded for delivery'

previously someone queried the cost of shipping. it was the price I stated. parcel weight 6.5kg size l-112cm w-40 d-26

moondogblues · ‎07-03-2017

I'm not sure how ParcelHero can state 5 days for delivery, and then hand it off to DHL, who is notoriously slow. I hope it got on the next plane, and that it is delivered tomorrow, for the OP's sake.

berserkerplanet · ‎07-03-2017

Sale date Sat 6/17 with a 2 day handling time, so had until 6/20 to ship (which appears to be the case, with a label generated/paid on 6/18).

Buyer's opening of case valid within eBay framework since last estimated delivery date was 6/26 (6 business days starting 6/19)

Summary of UPS and DHL tracking:
--------------------------------------------
Order Processed/
Ready for UPS              Sun 6/18
UPS Acceptance scan      Tue 6/20
Arrived Haverhill, GB        Wed 6/21

Picked up Cambridge UK Wed 6/21
Clear Customs Cincinnati Fri 6/23
Arrive Romulus, MI           Mon 6/26
Forwarded for Delivery     Mon 6/26
Forwarded for Delivery     Tue 6/27
Forwarded for Delivery     Wed 6/28

A bit of googling seems to indicate that "Forwarded for Delivery" with DHL means that DHL has passed it off to annother carrier for the last leg delivery, and most results I saw say USPS. That means it has effectively become a SurePost or SmartPost shipment. The fact that tracking seems to have ended with "Forwarded for Delivery" may just mean that it has been passed off to USPS and could be delivered any time (USPS may or may not provide any visible tracking - don't know how DHL/USPS hybrid works). The 3 "Forwarded for Delivery" entries could also mean that it is stuck at the DHL hub in a loop of some sort. Unknown.

This was NOT an expedited service. Don't see anything in the tracking to indicate any snafus until 6th or 7th day after shipping, and even at that point there may not be any snafus.

If Parcelhero quoted 5 days, they lied. It was at least a full week (Sun to Mon or Wed) before it reached/began the 3rd leg of it's journey. If delivered today (Mon 7/3) that's almost 2 full weeks.

Case opened by buyer day after tracking stalls, but 3 days past last estimated delivery date in listing. Maybe possible that package was delivered by now if the previous speculation about DHL passing it to USPS is true and USPS didn't update tracking.

DHL should be able to provide some sort of help on this - they either lost it, delivered it, or passed it off to USPS (or another carrier). You need to get DHL to find the package that was in their care, or show that it has been delivered (or get Parcelhero to fix it if DHL says "I dunno").

lacemaker3 · ‎07-03-2017

@

@golden82011 wrote:

'As I offered before, if you post the tracking number you got from Parcel Hero, I will try to track down which courier is actually handling the package at this point. That is probably your best chance of getting out of this without losing all your money.'

well I can post it. I didn't before because I can't imagine you will be able to tell me more than the customer services rep can. As you will see, I never 'chose' a slower service. The estimated delivery date was 5 days from the day I paid for the service.
parcelhero tracking is 1Z7E524X6847523079
if you track it , first page says DHL is forwarding carrier.
DHL tracking is Waybill: 2161082626
last info was wednesday 'forwarded for delivery'

previously someone queried the cost of shipping. it was the price I stated. parcel weight 6.5kg size l-112cm w-40 d-26

The comments about slow shipping were based on your statement of 2-3 weeks.

The Parcelhero tracking page says that the Delivery Due Date is 23 Jun, 2017, which was 1.5 weeks ago. The last 3 scans, on June 26, 27 & 28 all show "Forwarded for delivery" but then there are no more scans in the last 5 days, so it is understandable that the buyer is concerned. There was no holiday here last week, so the lack of movement since Wednesday is concerning as well. There is nothing on the tracking page to show how to find the domestic courier (DHL) so it looks like the package has stopped moving, and may be lost.

I had never heard of Parcelhero until now, and DHL is not a common courier in the USA either. They stopped handling domestic shipments some years ago, and I don't really know how they handle international shipments at all. However, DHL is somewhat known in the USA, where Parcelhero is not known at all.

When you're dealing with a CS rep in a call center, their computers are normally blocked from surfing the web. They can only access a few, prespecified specific websites and all other websites are blocked. So they can't just access a random URL for an unknown company, unfortunately.

I think these scans mean that DHL has attempted delivery 3 times, and now they are probably holding the package, and waiting for the buyer to contact them, but the buyer does not seem to know how., and may not have received any notice about this.

As the sender, you should be able to contact DHL about this (there's a link to live chat underneath the trackng on the page linked to below). You should do this, because this tracking history does not show that package is making progress. The lack of movement for the last 5 days indicates that there's a problem, and they might or might not grant you a time extension, or find in your favor.

I recommend that you respond to the case, and copy and paste this link, which leads to the tracking on the DHL website. It has more information. Hopefully, eBay will be able to access this website although I'm not sure if they can access DHL or not, becuase it's not a shipping service that is available for sellers on eBay USA.

http://www.dhl.com/en/express/tracking.html?AWB=JD014600004485879865&brand=DHL

lacemaker3 · ‎07-03-2017

@golden82011;

To try to help you out more, I called DHL in the USA and asked about this package. Because I am neither the sender nor the recipient, I could only get limited information about it.

But, the lady was kind enough to confirm what @berserkerplanet said: "Forwarded for delivery" means that the package has been handed off to the USPS (United States Postal Service), and she also said that the package is currently waiting at the buyer's local post office for them to pick it up.

The package does have a USPS tracking number, but that could not be released to me because I didn't know the name of either the sender or the recipient. If you call DHRL and give them the DHL tracking number (2161082626) and identify the names on the package, then they will probably give you the USPS tracking number.

The DHL rep gave me this number for DHL in the UK: +44 844 248 0844

You should get the USPS tracking number from DHL UK, and post that in the case. That way, eBay CS will be able to see that the package is at the buyer's post office, waiting for pickup. Hopefully, there will be an "attempted delivery" scan, which eBay normally takes as fulfilling the seller's responsibility.

You can track a USPS package by entering the tracking number on this page (or at the end of the URL):

https://tools.usps.com/go/TrackConfirmAction?tLabels=

golden82011 · ‎07-03-2017

thank you. that is so helpful. i did contact DHL and guess what, they wouldn't tell me because their contract is with ParcelHero not me... anyway, the buyer has my message that it is at her post office and says she will go later on to pick it up.

golden82011 · ‎07-03-2017

yes, it got passed to USPS. it has now been delivered to the buyers PO box. The buyer says she will go to pick it up later. thank you for going to all that effort.

golden82011 · ‎07-03-2017

thank you for your kind comment.

lacemaker3 · ‎07-03-2017

I'm glad I was able to help.

Since you weren't able to get the USPS tracking #, I called DHL and tried again, and this time I was able to get it. It arrived at the post office today, and is available for pickup.

420480979405510898568011481188

https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9405510898568011481188

I still think you should post this USPS number to the case, to be sure of it.

The DHL tracking has also been updated with a couple of additional scans, the last one is "Awaiting collection by recipient as requested" at the exact same time as the USPS scan.