eBay

ericiscoolericiscool · ‎08-08-2017

Hi All,

I am new to this, if anyone can please help it would be greatly appreciated.

Long story short, I bought an item (Buy Now) in the end of June (2017). It said it was to be shipped from "Granite Falls, NC." I saw no tracking info for 2 weeks until it was finally uploaded. Then, it said it was coming from Spain apparently. A month later, after 20 or so updates of being processed through this and that and blah blah blah, it now says "PROCESSED THROUGH OFFICE OF EXCHANGE." This shipment cannot be tracked on the USPS website. If I go to the Spanish (Correos) website and enter the tracking number, the last thing shown is that it shipped out of Spain on July 20th.

(Edit: the seller is non-responsive. "Expected Delivery" of July 11th according to the original listing)

The Spain website: https://www.aftership.com/en/courier/spain-correos-es

The tracking number: RF116275592ES

Questions:

1. How is ebay getting these tracking updates? What is their source document if the info is not in the USPS or Spain's "Correo's" tracking?

2. It's been sitting in a status of "PROCESSED THROUGH OFFICE OF EXCHANGE" for a week now. Per the internet this is customs. Am I to assume it's held at customs for some VAT or duty or something? No help on the USPS website, and an even less pleasant experience when calling.

Any guidance is appreciated.

Thanks

a*river*runs*through*it · ‎08-08-2017

Quit waiting around for it and file an INR case.

a_c_green · ‎08-08-2017

@a*river*runs*through*it wrote:
Quit waiting around for it and file an INR case.

Hear, hear. You need to get moving on an Item Not Received claim. It does not look like things are going to improve anytime soon; I don't think you should be waiting any further.

tarpedge · ‎08-08-2017

Where, where.

https://www.poste.it/cerca/index.html#/risultati-spedizioni/RF116275592ES

02/08/2017 21.43 In lavorazione presso il Centro Scambi Internazionale Centro Scambi Internazionale
02/08/2017 21.51 Presa in carico MI
03/08/2017 15.45 In lavorazione presso il Centro Operativo Postale MI

It's in Italy now.

Why, why.

ericiscoolericiscool · ‎08-08-2017

Thanks All for the constructive feedback. This is my first bad experience so I wasn't familiar with the INR process. I've just submitted and it says the seller can respond by 14Aug, I assume this is standard. Sidenote, per the tracking I didn't realize that "IT" meant Italy, so thanks for pointing that out - so yea, given that, this is definitely not getting any better.

Original posting if anyone's curious (beware).

http://www.ebay.com/itm/Nintendo-Official-Nes-Classic-Mini-Controller-Pad/201955979350?ssPageName=ST...

Thanks again!

a*river*runs*through*it · ‎08-08-2017

It seems to me the seller misrepresented the item location by stating NC, US as does his other sold listing.

ericiscoolericiscool · ‎08-14-2017

I want to provide you all with an update and see if I can get some more feedback.

I opened the INR case - it said give the seller until today to respond. He hasn't responded. so I noted in the case that I am now requesting a refund. I said:

"I ve not heard back from the seller, not received my item, and not received a refund. To reiterate, this was supposedly coming from Granite Falls, NC. It turned out to be coming from Spain and after a month and a half since ordering it, it has not come into the country. Per tracking it looks like it got rejected at customs and sent to Italy for some reason. I no longer want to pursue getting this item as I don t expect it to get here successfully at any rate. I was mislead into thinking I was order this from the USA. That is why I would prefer a refund please. Thanks!"

Then I get a stupid comment saying the case is being put on hold until August 29th - with this note "eBay Customer Support has placed the case on hold until Aug. 29 to allow time to provide additional documentation." "The seller provided tracking that shows the item is currently on its way to you. You should receive it soon."

Is this standard? Why do I have to sit around for another 2 weeks before they're even going to look into it? It seems like they're just jerking be around at this point and I'm getting fed up. I feel like I'm not getting any help from eBay support and am considering disputing the charge.

philsumm · ‎08-14-2017

It seems like they're just jerking be around at this point and I'm getting fed up. I feel like I'm not getting any help from eBay support and am considering disputing the charge.

You are indeed getting jerked around and I doubt if anyone other than a bot read your message.

What was the original delivery estimate?

I would try calling and getting a human to look at the published location vs Spain.

a_c_green · ‎08-14-2017

Agreed... I think you were handed a boilerplate response (with delay of case) because you were reporting a shipment that was travelling internationally. The bots can detect that much (that it's international), though they probably cannot detect that it's getting seriously misrouted on an itinerary that makes no sense.

You'll need to see if you can get a Customer Service rep on the phone who's capable of understanding your situation and overriding that delay.

ericiscoolericiscool · ‎08-14-2017

Thank you both for the feedback. To note, promised delivery date was July 11th. I attached a screenshot from the original order confirmation email.

I did call, and someone looked into it - was friendly enough but not willing to accomodate. He put me on hold, looked into it, talked to some other people or something, got back to me and said something along the lines of "Yea, they want to give some more time before looking into it, since there's tracking info and we can't see it." So I told him where it had been rerouted and that its traveling has been quite a mess, and he just said I'll have to wait. Hopefully I won't die of old age by the time this **bleep** is resolved.

philsumm · ‎08-15-2017

Ebay is cheating you and not honoring their money-back guarantee.

It's time to file with the BBB and your credit card.

sidemouse · ‎08-15-2017

@ericiscoolericiscool wrote:
I want to provide you all with an update and see if I can get some more feedback.

I opened the INR case - it said give the seller until today to respond. He hasn't responded. so I noted in the case that I am now requesting a refund. I said:

"I ve not heard back from the seller, not received my item, and not received a refund. To reiterate, this was supposedly coming from Granite Falls, NC. It turned out to be coming from Spain and after a month and a half since ordering it, it has not come into the country. Per tracking it looks like it got rejected at customs and sent to Italy for some reason. I no longer want to pursue getting this item as I don t expect it to get here successfully at any rate. I was mislead into thinking I was order this from the USA. That is why I would prefer a refund please. Thanks!"

Then I get a stupid comment saying the case is being put on hold until August 29th - with this note "eBay Customer Support has placed the case on hold until Aug. 29 to allow time to provide additional documentation." "The seller provided tracking that shows the item is currently on its way to you. You should receive it soon."

Is this standard? Why do I have to sit around for another 2 weeks before they're even going to look into it? It seems like they're just jerking be around at this point and I'm getting fed up. I feel like I'm not getting any help from eBay support and am considering disputing the charge.

Yes but I have had this problem and you don't have to wait that long, unfortunately neither the system nor the Customer Service are very helpful in these matters but you should be able to get a refund long before that. Here is what I would do, I would keep checking the case once a day and look for a button or option to escalate / ask ebay to help / step in, that button should appear within FIVE days of:

a) the last estimated delivery date

b) the day the INR was opened

(sorry I'm not sure which)

It always does this, most sellers are very cooperative and you have your refund right away but some sellers 'ask' for an extension and it can be very scary because a buyer thinks "OH no!" but the truth is that the case remains as original and can be escalated within FIVE days of (and I believe it is the day the INR was opened).

Don't wait until the 29th because the seller will get ANOTHER extension (oh yes it is rather unbelievable, I know I have been through this) but you can get your refund as if no extension, just be patient and keep checking your case every day.

Report your progress here, if after a week nothing has changed I may ask you for a screenshot.