Item was accepted at the hub, buyer filed and item not received, and Ebay has a hold on my funds

[childhoodwishes]

I sent an item on Nov 26th, it was accepted at the hub and they have shipped it to the buyer.  The tracking shows that it is still in customs clearance.  Buyer filed an Item not received claim and Ebay has put a hold on my account for that amount.  I thought we were protected from those claims by using Ebay International Shipping.  They said I could step in on the 6th, which I did.  Now they are saying there is a hold until the 16th.  If the documentation is correct, it says that once its accepted at the hub, we keep the sale, no matter what.  If that is true why are they holding my funds?  Has anybody else ever had to deal with this?  Its super frustrating.

[mr_lincoln]

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@childhoodwishes wrote:

SO THIS IS WHAT HAPPENS IF YOU USE EBAY INTERNATIONAL SHIPPING - cut and pasted from an email that they sent to me.

We reviewed this case and decided to issue the buyer a full refund.

We didn’t receive valid proof of delivery from you. Sellers must provide tracking information showing the item was delivered to the address provided in the order details. Some orders also require signature confirmation. Learn more about our signature confirmation policy.

A refund of $208.87 was issued on to the buyer. The refund includes the purchase price plus original shipping.

This amount will be deducted from your account.

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@childhoodwishes 

Wow, VERY disappointing ... 

[stainlessenginecovers]

When you say 'tracking shows in customs' the tracking does NOT show anything for the US Hub except 'delivered'; after that, you have to look at the order and find the tracking number etc.

Are you sure it went EIS?

Anyway, yes- go to facebook, type in 'ebay' at the top and it will take you to their page. Click' send message' (yes, you'll need a facebook account, takes a couple minutes and you can use it for nothing but ebay if you like and don't already have an account). It take take hours for them to respond, in which they will provide a link for you to click and sign in to your ebay account so they can look at your account; Best to just leave the page open once you send the message, leave volume up and you will hear a ding or so, that's them responding with that link. Best to do this when you can sit by the computer or you'll play tag for days. 

Tell them, in the message, that it was EIS, the tracking number, the Transaction number, the Item number and amount- as much info as you can will be helpful. 

[childhoodwishes]

This is not a return, its an "Item not received" claim.  It was received and accepted at the hub, the hub sent it forward, it shows that it is in customs clearance.  Everything in the policy states that once it is accepted at the hub it is no longer my responsibility.  I don't understand why I ever became part of this.  I didn't fill out the customs form (done at the hub).  I just got a regular "Customer has filed an Item not received claim" nothing noting that I even used EIS.  

[childhoodwishes]

I was able to get help from a rep on facebook and it was taken care of, but not for the EIS reason, but because of some other technicality.  

[childhoodwishes]

When I look at my shipping preferences it says Ebay International Shipping.  I did have to go into the item and click on the tracking number in the item to find that it went to customs.  I just found out there are two different Ebay International Shipping options, but I am sure I am enrolled in the correct one.  I don't have any other options for international shipping offered.  How can I be 100% certain that I am using the correct shipping option?

[stainlessenginecovers]

I looked at one of the Barbie doll blouses, input 'Greece' after clicking the 'shipping' and it did say EIS. 

I don't know if all your items are- what is the item number that this is all about?

Regarding 2 different; there are. EIS (Ebay International Shipping) which is the program where sellers are covered etc. and then there is Ebay Standard International (or something like that) and I don't know what that one does for you- someone will probably be by that knows more about that one. 

[childhoodwishes]

the listing was https://www.ebay.com/itm/167097324408   I have checked and all my items are EIS shipping, there are a couple old listings that still offer regular USPS shipping, but I know I didn't send it that way.  When I print a label it just goes to a US address.  I don't know why this got so messed up, just glad its fixed now.

[stephenmorgan]

I had a lost eBay International Delivery item a few months ago.  eBay denied the buyers claim because tracking showed the item delivered three times.  I filed the PIP Insurance claim and it was instantly approved without wait because of the faulty documentation of being delivered three times.  I am the one who refunded the buyer, not eBay.

During the buyer claim for item not received the amount of his order was put on hold until the claim was closed.

https://community.ebay.com/t5/Shipping/eBay-International-Delivery/td-p/34441267