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eBay Global Shipping Programme nightmare
itm2
Posts: 1,473 Forumite
I've just had my first (and last) experience of the eBay Global Shipping programme....
On Sunday June 28th I sold an item, and was given a shipping address for the the eBay Global Shipping programme. I posted the item on the morning of the following day (first class), and marked it as despatched on eBay. It seems that the buyer was in the USA.
3 days later (at 04:30am on Thursday July 2nd) I got an email from eBay saying:
"Your recent delivery through our Global Shipping Programme has been returned to you because the order was cancelled. Your account won't be charged for the return P&P fees....If you’ve already received payment for this order and haven’t yet issued a refund to the buyer, here's what you need to do next:
• Cancel this order and issue a refund to your buyer as soon as possible. You can do this in the eBay Resolution Centre.
• We've sent a notification about this delivery to danielg300 to let them know that you'll be cancelling this order and to expect to receive a refund from you soon"
The following day I contacted eBay via webchat, asking:
(a) why the order had been cancelled
(b) why the buyer had not contacted me directly
(c) why I was being asked to refund the buyer immediately when I had not yet had the item returned to me.
eBay could not answer any of these questions, and said that it was being handled by eBay USA. I was told that I would be contacted by eBay USA within 48 hours.
2 days later I hadn't heard anything, so I started an Appeal case with eBay. It told me to expect a reply within 48 hours. By this time my item had been returned to me, and eBay had refunded the buyer in full, but I simply wanted a refund of my postage costs.
Another 2 days later I hadn't heard anything so I contacted them again (via a telephone callback request). I was told that they would call back at 3pm, and be connected with eBay USA. By 4:15PM I had not received a call, so I chased them up again. I finally received a call back after 5pm. I had to explain the whole story again. After a long discussion they finally agreed that I would be refunded my postage costs within 48 hours.
Less than 2 hours later I got an email from eBay saying:
"I reviewed the case and found that the reason why we canceled the order was because there was an issue with the payment of the buyer. Any time the payment fails for whatever reason our Global Shipping Center will not forward the parcel. We don't want you to be out the item and the money so we will not forward the parcel. The item is being returned to you so the appeal has been denied. If you would like to know more about the details of the payment, you can contact Paypal at 888-221-1161 and they will go in deeper in to the details of the payment"
I had no idea whether this implied that I would no longer be refunded the postage costs, so after waiting 48 hours in vain for the refund to arrive I requested another callback from eBay. This was about 2 hours ago). In the meantime the buyer left the following feedback: "Item never shipped. Ignored messages. Had to contact support to get my money". This was despite the fact that (a) I despatched the item within 24 hours, and (b) I received no messages whatsoever from the buyer.
When eBay called this time I was told that there had been "some technical issues with the eBay Global Shipping Programme", and that someone would call be calling me back between 2pm and 3pm today. I await their call. In the meantime they promised me that the feedback would be removed.
I can't believe the time and effort I've wasted on this so far, and it remains unresolved (and I remain out of pocket for the postage costs).
Anyone considering using eBay's Global Shipping Programme might want to consider all of this before making the decision. :mad:
On Sunday June 28th I sold an item, and was given a shipping address for the the eBay Global Shipping programme. I posted the item on the morning of the following day (first class), and marked it as despatched on eBay. It seems that the buyer was in the USA.
3 days later (at 04:30am on Thursday July 2nd) I got an email from eBay saying:
"Your recent delivery through our Global Shipping Programme has been returned to you because the order was cancelled. Your account won't be charged for the return P&P fees....If you’ve already received payment for this order and haven’t yet issued a refund to the buyer, here's what you need to do next:
• Cancel this order and issue a refund to your buyer as soon as possible. You can do this in the eBay Resolution Centre.
• We've sent a notification about this delivery to danielg300 to let them know that you'll be cancelling this order and to expect to receive a refund from you soon"
The following day I contacted eBay via webchat, asking:
(a) why the order had been cancelled
(b) why the buyer had not contacted me directly
(c) why I was being asked to refund the buyer immediately when I had not yet had the item returned to me.
eBay could not answer any of these questions, and said that it was being handled by eBay USA. I was told that I would be contacted by eBay USA within 48 hours.
2 days later I hadn't heard anything, so I started an Appeal case with eBay. It told me to expect a reply within 48 hours. By this time my item had been returned to me, and eBay had refunded the buyer in full, but I simply wanted a refund of my postage costs.
Another 2 days later I hadn't heard anything so I contacted them again (via a telephone callback request). I was told that they would call back at 3pm, and be connected with eBay USA. By 4:15PM I had not received a call, so I chased them up again. I finally received a call back after 5pm. I had to explain the whole story again. After a long discussion they finally agreed that I would be refunded my postage costs within 48 hours.
Less than 2 hours later I got an email from eBay saying:
"I reviewed the case and found that the reason why we canceled the order was because there was an issue with the payment of the buyer. Any time the payment fails for whatever reason our Global Shipping Center will not forward the parcel. We don't want you to be out the item and the money so we will not forward the parcel. The item is being returned to you so the appeal has been denied. If you would like to know more about the details of the payment, you can contact Paypal at 888-221-1161 and they will go in deeper in to the details of the payment"
I had no idea whether this implied that I would no longer be refunded the postage costs, so after waiting 48 hours in vain for the refund to arrive I requested another callback from eBay. This was about 2 hours ago). In the meantime the buyer left the following feedback: "Item never shipped. Ignored messages. Had to contact support to get my money". This was despite the fact that (a) I despatched the item within 24 hours, and (b) I received no messages whatsoever from the buyer.
When eBay called this time I was told that there had been "some technical issues with the eBay Global Shipping Programme", and that someone would call be calling me back between 2pm and 3pm today. I await their call. In the meantime they promised me that the feedback would be removed.
I can't believe the time and effort I've wasted on this so far, and it remains unresolved (and I remain out of pocket for the postage costs).
Anyone considering using eBay's Global Shipping Programme might want to consider all of this before making the decision. :mad:
0
Comments
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Sorry to hear about your case. I also won't touch GSP with a barge pole anymore.finally tea total but in still in (more) debt (Oct 25 CC £1800, loan £6453, mortgage £59,924/158,000)0
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Just for balance, I sold approx 20 items via GSP recently, all high value items.
All got to their destinations with no problems.0 -
I've also had no problems with the GSP. I've sent about a dozen items out with no problems at all.0
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i sold an item yesterday ( bid on with a minute to go ) and buyer is in the US , i thought well if you want it your going to have to pay so weighed and measured package and sent him a postage quote
about an hour later i had a paypal alert for payment for the item and noticed the postage was missing , then i say the address to deliver it too was the GSP address
i will send it as i have had it awhile unsold just see how it goes , i notice myhermes who i use have it listed as a deliverable address as its 5kg in weight"If I know I'm going crazy, I must not be insane"0 -
So 2 weeks after my original post I still have no resolution from eBay - i.e. I'm still out of pocket for both the postage costs AND the seller fee.0
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