Global Shipping item not received case

[chief2k]

I sold an item to a customer in Italy using the Global Shipping program and customer later opens a case that he never received it. I called ebay and they said do not issue a refund to customer, GSP will cover it. They recommended I contact the customer and ask him to contact ebay directly for a refund. The problem is, when I go to my resolution center, it takes me to ebay.it  which is in Italian and does not recognize my log in. I am unable to do anything through the resolution center. Calling back customer svc, they say to contact him through messaging in the sales record, which I did. Since I cannot communicate through the resolution center, I'm getting ebay reminders that I need to respond to this case by 10/1 (tomorrow). Past experience has shown that if there's no seller response, ebay will automatically refund the buyer and then I'll have to fight to get my money back. Is there any way to avoid this?

[orangehound]

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@chief2k wrote:

Past experience has shown that if there's no seller response, ebay will automatically refund the buyer and then I'll have to fight to get my money back. Is there any way to avoid this?

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I can understand your nervousness .... but, in this instance, the eBay CSR is correct.  You are not responsible for the GSP claims, and should it go to resolution then the claim will be paid by Pitney Bowes (or eBay).

As a safety measure on an INR claim, I always make sure to upload the USPS tracking number to the claim, and in the comments make a note that it was delivered (to the GSP), and that the customer should pursue refund of INR from the GSP.