Recently a buyer from another country purchased 56 total 12-packs from me for a lot of money. Because the buyer is located in another country and I'm in the eBay global shipping program (GSP) all I'm supposed to do is ship the soda to the U.S eBay global shipping center and there supposed to take care of the rest. So, this is exactly what I did, I was able to put all 56 12-packs into 28 boxes which all had their own induvial tracking numbers. I made sure every box had inside, the order packing slip, order receipt, and order address label. eBay makes shipping labels easy and straight forward when shipping using the GSP. All you must do is print your label and tracking numbers upload to the order automatically. Shipping labels will come with an order reference number on each shipping label to help process when the package arrives at the GSC. So, with all the orders information that I made sure to put in all 28 boxes and every shipping label having the same order reference number, I don't understand how it is that eBay could possibly screw up the order.
Now I know that all 28 packages arrived on time and delivered to the eBay GSC in Kentucky. But what I don't know is why only 27 packages were processed and received the customs documentation and labeling. And the even bigger question is how come after the eBay GSC shipped those 27 packages to my buyer only 17 were delivered 35+ days later and the other 10 packages were stuck with tracking information showing "In transit - Exception - Storage in Transit" for 2 weeks and then just automatically sent back to sender which in this case was the eBay GSC. I have called eBay customer service 3-5 times asking to talk with a supervisor or someone from the global shipping department and every single time I'm told that the eBay global shipping department is its own entity and cannot be contacted except by email. Every customer service rep then goes on to tell me don't worry I will reach out to them with all our notes and have them reach out to you within 48 hours. Which then at this point they go on to tell me they don't know why the 10 packages were sent back to them but unfortunately, they cannot resend them to my buyer because the buyer only paid enough for 1 shipment and because it was sent back and would need new labels and documentation it would cost more money. And if the situation was not bad enough the "eBay global shipping specialist" goes on to tell me "Any items that might get returned to you you could then ship directly to the buyer and Please note, none of this order will be returned to you, as our partners are not able to facilitate returns."
This whole experience with using the eBay global shipping program has made me so frustrated and upset with the customer services that I really don't know if I even want to use it anymore, but I don't know. Maybe someone out there reading this has more experience with using the eBay GSP then I do and can help me or even what I did wrong or could have done to help. Any information at all on the subject I would reallyyy appreciate.
I eventually went on and ended up giving the buyer a partial refund for the 10 packages that were not delivered, and eBay never tried to resend them to the buyer or even send back to me.
