Who to contact about EIS delivery problem? Amsterdam buyer wants to know where to pick up package??

[yesterfun]

Hello!  I'm a seller in Texas.  I mailed a vintage Barbie doll last month to a buyer in Amsterdam.  It was done through Ebay's EIS.   (I do have regular USPS First Class International shipping as my normal international shipping method, but a few months ago Ebay automatically added the EIS option to my listings.  I guess I could turn off EIS but I haven't done that yet.... because I've just been very busy.)   Anyway,  my buyer in Amsterdam just contacted me to ask me, "Where do I pick up my package?"    I looked at the EIS tracking, a very very long chain showing several attempted deliveries, and it shows that PBI (Pitney Bowes) had a problem with an incorrect address.  After a long period of delivery attempts,  it was shipped to the PBI hub.  Then finally on March 19th (two days ago) it shows "Delivered - item handed to consignee / handed over to transport to the consignee."  Now today it says "Unable to deliver", several times, a couple minutes apart.   And now I got the message from the buyer asking, "Where do I go to pick up my package?"

I tried to contact Ebay Help, by going through Chat and asking for an agent to call me, but now there is no option go ask for a phone call, for some reason.  I am having a hectic day today for other reasons.... a busy workday for me.... and I do not have much time right now.  I feel that what I need is to find out who the buyer should contact, either through Ebay or through the office in  Amsterdam who delivers packages... and I have no idea who that is.  I cannot get help from Ebay.  So I am wondering, has anyone else had this happen, and what did you do about it?  Also I would greatly appreciate it if someone knows the answer I should tell my buyer.... Who should he contact?

The item number is 285712834446.  

[ebooksdiva]

It's not your problem, eBay handles the transaction once it has been delivered to the US hub. Have your buyer contact eBay. 

[1786davycrockett]

@yesterfun 

Have your buyer contact eBay International Shipping -- not you.

Your responsibility for shipped items stops when EIS confirms delivery to their shipping hub.

Suggest to your buyer that they open an "item not received" case -- which will be directed at EIS, and NOT you.

If it is resolved in the buyer's favor, eBay will send you a notification, but you will NOT have to do a refund.

[yesterfun]

Thanks for the info and the advice.  I did tell the buyer to contact Ebay about the problem.  Hopefully they can help him.  They buyer did open an "Item Not Received" case.  I know that the INR case should be directed to Ebay since it is EIS.  However, this case is on my Seller's  Hub under my "Open Requests and Disputes" heading.... so I hope it is not directed to me....I assumed not, but it doesn't say "EIS" on this so I can't tell.  On the info on the case, Ebay's message to me is, "Hang tight, we are working on this".  So I guess they are working on it.   Oh well, tomorrow it will probably clear up..... I hope!

[lakefor94]

Once it hits the EIS hub you shipped to, eBay has the responsibilities there on out.

[worldcoinauctions]

I suggest you do enter the tracking number in the case, even though ebay should know it went through EIS. They will deal with it though.