GLOBAL SHIPPING PROGRAM, ITEM STUCK IN ERLANGER

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Hi, Anyone know how the Global Shiping program really work?, transit time, etc.  I sended a package to buyer (now I know he is in Singapore) using the Global Shipping Program. The Package is stucked in Earlanger for 5 days now, the status is always the same ... signed By .... . and yes It was included perfectly clear the reference number on the shipping label. The customer is asking for his purchase. What is the normal transit time to Singapore? 

[missjen831 · Accepted solution]

The cutomer simply needs to be patient. He was given an estimated delivery date. It can take the GSP anywhere from 1-5 business days to forward the package and send the buyer the new tracking number. His order isn't past due yet, 

[phcd1]

It's not your problem. You job is to get it to KY. If it made it there and your tracking shows that, you're done (as far as eBay is concerned).

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Hi MissJen316, 

I received (with open case included for not received his purchase) an email from the buyer: sadly, he still don't receive the package. Two days after your valuable reply (08/16/17) eBay add a new tracking number … this new number does not provide new information on the location of the package.

What do you recommend me to do? Where I must escalate the problem or I have to wait a few days until eBay customer service take the case (4 + days from now)? as someone else from the eBay community replied, it is no longer my problem: Because of GSP I had to send the purchase to Erlanger KY And the package got there a long time ago (08/10/17). I feel that I need to get involved because I do not want a negative feedback.

Please advice, Alfredo

[takikawa4]

What you need to do is enter the new tracking number into the resolution center. Do that NOW!

[pjcdn2005]

If you click on that global shipping tracking number does it take you to the name of the carrier?  If so, you may be able to click on the carrier to find out their local tracking number. 

It's possible that the package left Erlanger and it just wasn't scanned.  But...it does look like there may be a problem as the Pitney Bowes site doesn't show any movement for that tracking number. It shows even less than what you are seeing.  

https://parceltracking.pb.com

Because this is a problem caused by the gsp any negative feedback could be removed but you should still help your buyer if possible...as you're doing now. I'm not sure if PB would help you but you could try to contact them.  You could also try phoning eBay and see if you can talk to a gsp specialist...assuming there is still such a person and explain that it is a gsp package and that you're not sure what you can do to help the buyer.  To cover yourself you should also reply to the inr claim with the original tracking number to prove that the package did arrive at the gsp center.

[pjcdn2005]

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@phcd1 wrote:

It's not your problem. You job is to get it to KY. If it made it there and your tracking shows that, you're done (as far as eBay is concerned).

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The seller is not responsible for the package once it reaches Erlanger but they shouldn't just wash their hands of it just because they aren't the one who would have to refund.  The buyer is still their customer and they should help them as best they can.

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Hi Pjcdn2005, thanks for your reply. Clicking on the tracking number (on eBay’s site) does not show the carrier (only say Multiple carriers … the final destination is Singapore, SG. I had not said) does not show any progress. Use the link you provide to me and it appears as the order number the correct one but no more information displayed than eBay.

I will try to contact eBay support

Thank you, Alfredo

[missjen831]

@ds_gallery Hey I'm sorry for the law reply, I'm just now seeing this! Call customer service ASAP and tell them it's a GSP sale! You've got your proof of delivery so they need to close the case in your refund and take care of the buyer on ebay's end. Good luck!

[dohapearl]

I was have also same problem with GSP this month because they lost my item and after a lot of email sent to supprt they reply with open case for refund, and i got full refund.

But really disappointed beause i wait 2 weeks watching tracking and strat not moving since it reach to GSP center for 1 week.

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Hi dohaperl, 

I talked to eBay customer support but nothing come in clear, they see the same info that we both see (Buyer & Seller) .... they told me the problem will be escalated. I will call again tomorrow. Thank you all for help.

Regards, Alfredo

[kshark8]

Hi Alfredo, I know this is an old thread. But my parcel is recently experiencing the same problem. Could you share what happen to this parcel eventually? What happened after you contact ebay, and did PB ship or simply never ship the parcel? Let me know, thanks.

[pjcdn2005]

How long has it been since it arrived in Erlanger? In some cases a gsp parcel will not show tracking from Kentucky until it reaches the destination country. 

[sheetmetalbabe]

Rockstar is right, not your problem. Once it reaches the global shipping facility it is covered by eBay. If it gets lost or damaged you AND the buyer are protected. It's up to eBay to refund the buyers money, not you.

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Hi kshark8, My case was being the seller. With ebay I did not achieve much, in fact the system after the first time I was able to speak with person in the callcenter I could not talk to anyone anymore I just receive an automatic answer. I could not go any further. In the meantime, the buyer (despite being a serious, educated and well-mannered person) asked PayPal-Ebay for a refund. At that time I contacted the people of Pitney and Bowes directly: pbisgspcs@pb.com who are the ones who manage the GSP of Ebay they have a live line with ebay support people. They did the research, in a few days they find the package and send it back at no cost. I was informed that the system receives thousands of packages per day in bulk and that there is no way to reject it at the time of receipt. My mistake that caused the problem was that the package that I sent to GSP did not come from the United States and that operating model is not allowed by the GSP. Maybe this is your case. It was a specific issue that the piece I sold was not physically in the United States, I thought I could save a shipment but it is not possible. I hope this is helpful for you. I know how complicated and frustrating this topic can be.

Regards, Alfredo