Hello everyone I was wondering if anyone might be able to offer a little bit of clarity on this situation for me, as I am a relatively new seller and have never come across this particular issue before. On April 24th I had an international order placed from Mexico for around $110.00. I shipped the item next day, tracking shows it made it to safely to the consolidation center and from there seems to have gotten stuck in customs.
Fast Forward 3 months to July 26th and buyer opens a claim, saying they never received it. I check the tracking information on ebays site to find it is no longer there. Luckily I have the tracking information copied down, as it is still available on parcelapps. Buyer gets refunded their money, which they should I have no arguments about that if they didn't receive their item, but ebay proceeds to tell me I am at fault because I didn't upload valid tracking. When I try to present them with valid tracking, saying no you can match it up but your site removes it after 90 days, my appeals are denied. A little disheartened but I let it go.
Fast forward to Friday, where I have another unrelated dispute with the global shipping program. Call ebay, and they tell me to have faith in the global shipping program that it covers sellers, so I bring up this case, stating I lost money, though I shipped on time, to the correct address, made it to their consolidation center, and even buyer opened claim after the 90 day period (Which the representative told me). Said she was going to immediately take care of it. Great I think.
So I log on this morning and now these April 26th transactions have booted me out of Top Rated Status on Ebay, as they were for 5 figures and, since buyer didn't receive them are being counted against my performance as five defects. I keep being told on the phone that this should be removed, and then I get emails a day or two later saying that they've looked into it and will not remove it. But they won't tell me why or what I have done wrong or how this does not follow the terms they have set up themselves in the global shipping program. Maybe a more experienced seller could enliven me to how I messed this up, or if there is a better way to go about this. Cause I'm very frustrated at this point, as every time I'm told this will get better someone does the opposite and makes it worse.
Any help would be greatly appreciated, as I am now lost on how to proceed with this matter. Ebay does keep saying they are going to help but its hard to hold stock in that when your told it ten times over and now the situation is worse than it ever was.
Not sure if I'm allowed to post tracking information to corroborate all this but I will, if it is allowed/would be helpful to this. Thanks again and hope everyone is having a wonderful day.
