Poor customer service!!! I can’t get any answers !!!

[kwmitch]

Below is the seventh interaction via messages I’ve had with eBay.  Never have I spoke or had any correspondence to the same person twice.   

From eBay:

Thank you for contacting eBay Customer Service, my name is Grinn and I'm here to further address your concern about the item id 135205727537. Please know that this is not what we wanted for you.

I understand that you want to review and initiate investigation with this matter.

Upon checking the transaction, it shows that this is an international transaction and the transaction value is above $750.00. Please know that we this amount a proof of delivery with signature confirmation is the primary basis not unless the buyer confirmed they got the item via messages.

This is the reason why the claim was  closed. Focusing on what we can for, i recommend for you   file a claim with the courier or have an open communication with the buyer that once they receive the item you can send an invoice.

I truly appreciate your patience and understanding with this matter.

Thank you for contacting eBay Customer Service. Have a wonderful day!   

With utmost sincerity,     

Grinn     

eBay Customer Service  

[THREAD ID: 1-67EAALGR]

From: me
Sent: 10/4/2024 7:45:27 PM
To: customerhelp@ebay.com
CC:
Subject: Re: Your question about emails sent through eBay - SR# 1-486159543225

SR# 1-486159543225

Vintage LOUIS VUITTON MONOGRAM Cerise" (135205727537) 

Please look into the actual issue of what went wrong with this sale of the purse and correct it.  Now I keep getting the same answer from customer service, to check with the carrier to find the purse that was sent to Ebay.  The purse went to the address that was given to me by eBay. I believed that address was to eBay international and from there, eBay international would send it to its final destination, Norway.  I have a tracking website that says it went to Norway and it was on its way back to the US because it was not picked up by the woman in Norway.

Once the USPS sent it to eBay International the USPS’s job was complete because in fact it was delivered to the address given to me on the label I printed from eBay.   So now it is Ebay’s responsibility to either pay me the price of what the purse sold for or find the purse to return it to me.  

Another point I’d like to make clear is:  Because the purse was over $499.99 my impression was the authentication guarantee would be in effect (because the guarantee was checked in the  listing) and the item would be sent to eBay international who in turn would have it authenticated then sent to its final destination.

eBay has failed to do there due delingence in making the listing a successful sale or locate the purse I’ve tried to from the beginning of this process, to be above board and alert eBay about the whereabouts of the purse every step of the way in this experience.   Only to hear back from customer service that either the decision was reversed and the money would be in my account within 24 to 72 hours. As it is stands now, customer service is saying I need to check with the carrier to find out where the purse is.  eBay needs to find my purse or put the amount of the sale in my account.  My bank account has been charged for the sale of the purse!

Please do a thorough investigation of this matter. If you would like to discuss this further, my phone number is xxx-xxx-xxxx

If I do not hear back from you with an acceptable response my next calling will be to the Fair Trade Commision to have this matter investigated to resolve this issue.

Thank you

[mkaczorsee]

Is the package being returned to you?

[ebooksdiva]

I doubt eBay will do any investigation on the whereabouts of the purse since they aren't the shipper or the seller, you are.

eBay doesn't get involved with whether or not a sale is successful, that is all on the seller to post good pictures and descriptions of the item. I don't see what good threatening eBay with the FTC will do. 
If the purse was never picked up by the buyer then I assume it would be returned to the authenticator to then be returned to you. 

[robbie31415 · Accepted solution]

You didn't really explain what is going on. Hard to say.

If the item got lost from the authenticator to the buyer i would have expected you be covered.

The signature for $750 is to the authenticator and is required. Did you have that ?

If they authenticated the item that should be proof they recieved it.

But really don't know what is going on because your message didnt make it clear.

[kwmitch]

What is going is I sold a $1000 purse, used the eBay label I bought on eBay.  Shipped via USPS to The address I sent it to is in Philadelphia, Pennsylvania. The tracking number that I had stated it arrived in Pennsylvania I guess I should not have assumed that would’ve been eBay international but they (eBay international). haven’t said that address is not eBay international.  
I don’t understand why eBay customer service won’t look into where the Purse is because I sent it to the address that I got off of eBay to send it to eBay international before it went onto Norway.

what other information do I need in order to get my answers and has anybody else had this problem ?

[kwmitch]

I would like to know if the purse is in transit back to me cause I can’t even get those answers from eBay customer service.

[kwmitch]

I was not given the option to have a signature when it got mailed to the authenticator.  The purse was sold for $1000. Wouldn’t that automatically make the eBay Mailing label Include a signature? I’ve only used eBay international one other time and I didn’t have this problem.
at this point, I don’t even know what the question to ask customer service  cause apparently I’m not asking the right question cause I’m not getting any answers.

[bonjourami]

No, it wouldnt automatically add signature confirmation, sounds like thats why you lost the case.I hope you get the purse back.Maybe your buyer already has it.Ebay would have no way of knowing if the purse is coming back to you, thats between you and the courier. The Ebay case is closed, I wouldnt waste my time to keep calling them.

[robbie31415]

This Isn't really eBay international issue.

Seems like an eBay authenticity guarentee issue.

If you were shipping using eBay international shipping program then you ship to eBay's hub near Chicago.

Interestingly eBays international shipping program doesn't require signature no matter the value.

However, eBays authentication program does require signature for orders 750+.

What im guessing is the authenticator is reporting they never got the item.

Since you didn't make sure that signature was on the tracking to the authenticator then eBay will deny claims.

Signature isn't added by default. You have to add it in additional shipping options.

Im very sorry but I don't think there is much support you can get with this issue.

[pjcdn2005]

Authenticity Guarantee for handbags is for bags being sent within the US or to Japan.  If it is being sent elsewhere than it goes directly to the buyer via the method the seller has specified in the listing. Your listing states that you are using Priority International and does not show EIS at all.  If you had used Priority it would have gone via USPS directly to the buyer.  But it sounds as if you used eBay International Standard Delivery  (EISD)  not eBay International Shipping (EIS).    When you are using an international USPS method the label defaults to EISD rather than the USPS method stated in the listing. You still have the option of using the original method but sellers tend to go with the default they are shown.

With EISD the package does get sent to a hub but it is not an eBay hub.  From that hub I believe that it gets forwarded by either Ascendia or DHL although I'm not sure on that.  The only seller protection with EISD is that there is   $100 insurance if the item gets lost.  There is more information here  https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-standar...

If you could enter your original tracking number at parcelsapp.com that might give you more information.  If you are willing to give your tracking number here someone might be able to help you.   You said that the item was not 'picked up".  It wasn't picked up from customs or...?  You are supposed to have delivery for an item over $750 and as someone else mentioned, it is not automatic. It probably isnt even available for EISD.  But if the package wasn't able to be delivered, I don't know if the lack of signature would affect the claim or not.

[wastingtime101]

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@pjcdn2005 wrote:

Authenticity Guarantee for handbags is for bags being sent within the US or to Japan.  If it is being sent elsewhere than it goes directly to the buyer via the method the seller has specified in the listing. But it sounds as if you used eBay International Standard Delivery  (EISD)  not eBay International Shipping (EIS).    When you are using an international USPS method the label defaults to EISD rather than the USPS method stated in the listing.

With EISD the package does get sent to a hub but it is not an eBay hub.  The only seller protection with EISD is that there is   $100 insurance if the item gets lost.  There is more information here  https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-standar...

If you could enter your original tracking number at parcelsapp.com that might give you more information.  If you are willing to give your tracking number here someone might be able to help you.   You said that the item was not 'picked up".  It wasn't picked up from customs or...?  You are supposed to have delivery for an item over $750 and as someone else mentioned, it is not automatic. It probably isnt even available for EISD.

---

^^^ This is the best and most accurate response you've received @kwmitch .

Items over $750 require signature confirmation for seller protection which you can't get with EISD - at least not past the US hub. EISD is an entirely different service from eIS.

With EISD you're responsible end-to-end. eBay does offer coverage when items don't make it from the US hub to the buyer, but only up to $100 - if you want coverage above that amount you have to purchase the additional insurance.

Take PJ's suggestion and post the tracking here or send it to one of us in a private message to see if we can find more delivery info you can use to fight the buyer's claim. That's your only shot at this point, outside of maybe recouping $100 for a lost package.

If you're not willing to take on the responsibility of shipping direct to international buyers, you should not be offering that option on your listings. Let us know if you need help adjusting your shipping offerings.

[kwmitch]

Located my package with the help of original carrier, USPS.  There was 3 different tracking numbers from 3?different carriers.    It's with EBay in a facility in the Chicago area, probably in a return bin being processed to returned to, hopefully the original owner, me. Now we’ll see if I get it back