Item sent through the International Shipping program isn't moving?

[chriskess-2]

About a month ago, I sold an item from the United States to a customer based in South Africa. I chose to use ebay's International Shipping program, which gave an estimated delivery date of April 29-May 12. I put the item in the mail on April 14; it arrived at the facility on the 18th. It departed the facility on the 24th, and the last shipping update is from the 28th, which just says "Transport."

Now my customer doesn't have their item, I don't have my money (or the item), and nobody's happy. This is in spite of the fact that the FAQ says that "You'll be protected against item not received claims and chargebacks once your item is accepted at the domestic hub" -- which it was. Is there someone I can get in touch with about this?

And for now, the customer says they want to give it a little longer, but if they change their mind, how do I go about getting it back (assuming it wasn't lost forever)?

[1786davycrockett]

@chriskess-2 

Once the item is received at the  eBay International Shipping (EIS) hub, it is no longer your responsibility -- that all falls on EIS.

If your buyer has any further issues, refer them to EIS.

[chriskess-2]

OK, but ebay is withholding my payment because the buyer filed an "item not received" claim--which it says on the FAQ that ebay won't do.

[yng1998]

You should reply to the request with the tracking number.  That should show that it arrived at the international hub.

[kensgiftshop]

@chriskess-2 

Looked at a couple of your listings and neither one shipped through Ebay International Shipping.

One was shipped "USPS First Class Package International" which doesn't have the protection that EIS has.

They are holding the funds because you'll have to refund if it doesn't get delivered.

[pikabo-icu]

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@kensgiftshop wrote:

@chriskess-2 

Looked at a couple of your listings and neither one shipped through Ebay International Shipping.

One was shipped "USPS First Class Package International" which doesn't have the protection that EIS has.

They are holding the funds because you'll have to refund if it doesn't get delivered.

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Nice catch..

Yeah @chriskess-2  there is a big difference in the two shipping services and the seller protection they provide. 

[stephenmorgan]

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@chriskess-2 wrote:

About a month ago, I sold an item from the United States to a customer based in South Africa. I chose to use ebay's International Shipping program, which gave an estimated delivery date of April 29-May 12. I put the item in the mail on April 14; it arrived at the facility on the 18th. It departed the facility on the 24th, and the last shipping update is from the 28th, which just says "Transport."

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If that is the service you used then on the Order Details it has a phone number and a eMail address for eBay International Shipping.  Look it up the Order Details.  Eventually some of their contact information will disappear, so check soon.