eBay

saxdr589 · ‎09-24-2020

A customer in China purchased an expensive musical instrument from us on 8-8-2020. We shipped it through Ebay's Global Shipping Program (which I will never use again). Tracking shows that the package was picked up by the USPS and made a stop in Cincinnatti before making it to Erlanger, KY. From there it went by DHL to Melrose Park, IL and stopped there, apparently because the value of the item exceeded the maximum value for GSP. The last tracking info from 8-27-20 says "Returned to customer (over maximum value)" but it's now 9-24-20 and we still haven't gotten the package back. No one answers the phone at DHL in Melrose Park, and of course the tracking number I have is a GSP tracking number, which no shipping company recognizes. I've found no way to contact Ebay or the GSP either.

This package is worth several thousand dollars and we need to get it back, not only so that we're not out the money, but also so that we can get it to our customer. Any help would be appreciated!

tools* · ‎09-24-2020

I haven't seen Mainland China as a GSP shipping option. Was it shipped to Hong Kong or Taiwan?

banana*shoe*boutique · ‎09-24-2020

My understanding is that once you have shipped your item to GSP and they have it, you are covered. It could be that the package has been sent to eBay and they are trying to get it back to you. Contact eBay and they can transfer you to the GSP site.

comics-scifi-collectibles · ‎09-24-2020

@saxdr589. Contact cs on social media. They should refund the buyer. EBay can not force DHL to help you though so the best outcome is gsp rdfunds the buyer and you keep the buyers payment.

Contact customer service by selecting a contact method from the bottom of a help page, chat or call back are available for most topics :
https://www.ebay.com/help/-/-/Contacting_eBay_Customer_Service?id=4379

Or you can also contact customer service by sending a private message on social media. You leave a message and an eBay employee will get back to you as soon as possible. To speed things up you can leave your registered account information in the PRIVATE message: Full name, address, phone number, email address, user ID, and a brief explanation of your problem.

They may take a few days to get back to you if you use social media.

https://twitter.com/askebay
https://www.facebook.com/eBay/

Comics-scifi_collectibles Volunteer Community Mentor
Member since 2003

femmefan1946 · ‎09-24-2020

GSP is a Seller Protection program.

Once you have Proof of Delivery to the GSP plant in Erlanger, your responsibility for delivery ends.

In addition (but not your problem) eBay considers Undeliverable shipments to be void transactions and the seller has no responsibility to refund a buyer who gave an Undeliverable address.

So not your circus, not your monkeys.

One point.

Did you use Signature Confirmation of delivery when you shipped to Erlanger?

And as has been asked, do you mean Mainland China or did you actually ship to Hong Kong or Taiwan?

ma-647837 · ‎09-24-2020

@saxdr589 wrote:
Tracking shows that the package was picked up by the USPS and made a stop in Cincinnatti before making it to Erlanger, KY.

From there it went by DHL to Melrose Park, IL and stopped there, apparently because the value of the item exceeded the maximum value for GSP.

The last tracking info from 8-27-20 says "Returned to customer (over maximum value)" but it's now 9-24-20 and we still haven't gotten the package back.

Nope @saxdr589, after 4 days, GSP attempted to return it to you via DHL, but the DHL "Returned to customer (over maximum value)" means it's back at GSC Erlanger, because DHL won't undertake the transit of a $7,000 item.

jfgambit · ‎09-25-2020

The item was not sent through GSP (The Global Shipping Program) it was sent through the eISD (eBay International Standard Delivery Program). While the programs are similar in regards to sending the item to a domestic hub for re-labeling and generation of customs paperwork, there are differences between the programs including;

1. GSP is a DDP program (D&T paid for by the buyer at the time of checkout) , eISD is a DDDU program (Buyer pays D&T upon delivery).

2. Item max values differ by program and corridor (i.e.$2500 is the max for most corridors with GSP, $1000 is max for eISD).

3. Responsibilities: GSP takes responsibility for the item if it is lost or damaged after reaching the Hub, eISD is the Sellers responsibility end-to-end (unless the item is damaged or lost at one of the consolidation centers), these are the same responsibilities as USPS international.

I have contacted our partners at the consolidation center for eISD for this item based on the ESUS number and am awaiting a response to the ETA that the item will be delivered to the ORD consolidation center from the DHL facility in Melrose. Once there, the item will be retuned to you at the original shipping address.

As of this afternoon, the item was confirmed at Melrose DHL location, Aug 27, 2020: 10:01am

ma-647837 · ‎09-25-2020

@jfgambit wrote:
As of this afternoon, the item was confirmed at Melrose DHL location, Aug 27, 2020: 10:01am

Unfortunately, a scan only reports where the shipping label was last seen.

Even if it hasn't made it to ORD without a scan, it may no longer be at Melrose where it last was, possibly not is, as the "confirmed" is likely only based on that month-old scan.

femmefan1946 · ‎09-25-2020

@jfgambit

2. Item max values differ by program and corridor (i.e.$2500 is the max for most corridors with GSP, $1000 is max for eISD).

So an item valued at "several thousand dollars" (OP) or $7000 (a poster) would not be covered by either of eBay's forwarding services.

In what way is the rejected and highly valuable item returned to the seller?

Also:

Who are you?

That came out sounding rude, but were you showing a message from the forwarder? How did you get the message? Are you speaking for the forwarder as an employee?

If you are giving specific advice from one of the parties involved, it does help to give your bona fides.

I'm just a busybody serial poster who has been selling on eBay since 1998.

nkmipgolf · ‎09-25-2020

It was returned to Erlanger Kentucky, DHL's customer and is sitting on a shelf. You need to call the GSP/eBay people.

ma-647837 · ‎09-25-2020

@saxdr589 wrote:
We shipped it through Ebay's Global Shipping Program (which I will never use again). Tracking shows that the package was picked up by the USPS and made a stop in Cincinnatti before making it to Erlanger, KY.

Did you mail to 1390 Donaldson Rd, @saxdr589?

ma-647837 · ‎09-25-2020

@saxdr589 wrote:
Tracking shows that the package was picked up by the USPS and made a stop in Cincinnatti before making it to Erlanger, KY.

From there it went by DHL to Melrose Park, IL and stopped there, apparently because the value of the item exceeded the maximum value for GSP.

The last tracking info from 8-27-20 says "Returned to customer (over maximum value)" but it's now 9-24-20 and we still haven't gotten the package back.

This similar track -- which matches your stopover in Cincinnati, then Out for Delivery -- shows that the 300-mile trip from Erlanger to Melrose Park is normal:

Except that Melrose caught your excess value. If instead it had proceeded, you may have been doomed anyway, as the this-is-the-final-scan above forebodes.

saxdr589 · ‎09-26-2020

It never made it out of the US. I never selected GSP as our shipping. We somehow got opted into that, and I didn't know until the item sold. It looked good on paper, so I went with it.