eBay

jajoco33 · ‎03-20-2019

I recently sold to someone in Germany and tracking shows the item was never delivered. It did make it as far as the global shipping address in Kentucky but nothing else from there. It has been over a month and he's requested a refund. I have spoken with different Ebay reps and get different answers. The first one said the buyer would be issued a refund in 10 days by the global shipping program. Another told me that I should refund him and then Ebay would refund me. A third rep said he needs to call them from Germany and talk directly to them in addition to the refund he requested online. I am confused and want to do the right thing. I am afraid I will get bad feedback and lose the $$ on this. On top of all of this, one of the Ebay reps sent the buyer an email under my seller account and signed off as me! I will never sell internationally again, too much of a hassle! I have to wonder what my 4th call to Ebay will yield...

orangehound · ‎03-20-2019

@jajoco33 wrote:
I have spoken with different Ebay reps and get different answers. The first one said the buyer would be issued a refund in 10 days by the global shipping program. Another told me that I should refund him and then Ebay would refund me. A third rep said he needs to call them from Germany and talk directly to them in addition to the refund he requested online. I am confused and want to do the right thing.

Another example of how polices are poorly communicated by eBay, and how poorly the customer service is at eBay.

Because you used the GSP, the GSP (Pitney Bowes) is responsible. When the case gets escalated, it should be resolved in your favor and the inner workings of eBay should ping Pitney Bowes to refund the buyer. Here is the policy from the GSP page under "Benefits of the Global Shipping Program"

If an item is lost or broken during international shipping, eBay Money Back Guarantee cases will be resolved in your favour [sic], and your seller performance standards won’t be affected
Any negative or neutral feedback that can be attributed to the Global Shipping Program from item handling during international transit will be removed

pjcdn2005 · ‎03-20-2019

Did the buyer open an item not received case or did he just ask for a refund via messaging? If not, they do need to open a case. Even though the gsp is responsible for refunding, the first step still is to open a case.