Aaaagggghhh!!!

jenniewb

Sorry, don't know how else to type this. Am not sure what to do and I'm really worried about not being able to afford my bills this month as a direct result so if anyone has any advice I'd be really grateful.



I sold and item via the Global Shipping Program (GSP) to someone who turned out to be in Germany.


The item was sent my side via recorded delivery and it was signed for according to the Royal Mail website. I uploaded the tracking details and thought nothing of it.

A month later the buyer contacted me to say the item hadn't arrived, I had evidence it had arrived at the GSP so contacted ebay who asked me to tell the buyer to list the item as not arrived which she did. I then asked ebay what happened next and was told not to worry, I had done everything I needed to do and that it would be resolved, the buyer would be refunded and I would not be affected.

A week later, I got an email in German from the German Ebay account. Using Google translate (I do not speak German) I was able to work out it was asking me to log in to provide further data. I tried to log in via the link but it would not let me; I don't have a German account I have a UK account. I contacted ebay who said I had already provided all the data needed, told me it would be resolved and not to worry.

Repeat that last step 3 times over because I kept getting emails asking me to log in and each time experienced the same thing. I even tried locating the item in my UK account to see what was going on but each time I tried it just sent me to the German ebay account and asked me to log in which I was unable to do because I am not a German Ebay account holder.


So then yesterday, a month later I had a final email from the German ebay account this time telling me that as I had not provided the details requested (I DID PROVIDE THE DETAILS REQUESTED SEVERAL TIMES OVER!) I am now going to be charged the full price of the item with additional shipping fees to cover the buyers costs.


I contacted ebay by phone (5 times in total since the email), who again tried to palm me off saying it would be dealt with. I was told again someone would phone me back but no one has done. I was given a date and time for being contacted back (9am this morning) but despite waiting in, no one contacted me back. I am now really worried I am not going to be able to pay my outgoing bills and direct debits AND incur fees as a result of this- I wont have the money to pay for everything I have budgeted for and I don't know how to get ebay to deal with this. I feel like I am going round in circles and I don't know what to do!

Flyonthewall

It got to their GSP centre and so any loss after that shouldn't affect you. They should either find the item for the buyer or do a no fault refund.

You may have a UK account but you can still log into the other ebay sites with your UK log in details.

Are you certain that the email is genuine?

jenniewb

Flyonthewall wrote: »

It got to their GSP centre and so any loss after that shouldn't affect you. They should either find the item for the buyer or do a no fault refund.

You may have a UK account but you can still log into the other ebay sites with your UK log in details.

Are you certain that the email is genuine?

Certain it's genuine. It has already affected me; the money is going to be taken and the case has been closed. I have called ebay several times to ask or provide details and it's showing on their systems either as case or a closed case.


I can't seem to log in on any other site other than the UK site; just tried the US and Australian sites on IE and on Chome but neither will let me log in. I can log in to the UK site without any issues.

KRDmum

Did they pay you with PayPal? is your account balance affected, I.e. Funds held aside?
I've sent items through GSP several times and each time you can track the parcel from one end to another. I use MyHermes to get the item delivered to their centre and then they provide tracked update for further transit and delivery info. Did you get any of that? Was there any additional links for you to check the delivery?
As mentioned above, once you hand your parcel over to GSP centre, it is their responsibility and you should be covered for instances like loss of the parcel. Hope you get it sorted

Flyonthewall

jenniewb wrote: »

Certain it's genuine. It has already affected me; the money is going to be taken and the case has been closed. I have called ebay several times to ask or provide details and it's showing on their systems either as case or a closed case.

I can't seem to log in on any other site other than the UK site; just tried the US and Australian sites on IE and on Chome but neither will let me log in. I can log in to the UK site without any issues.

Is the money currently being held by Paypal?

Strange. Might be a glitch.

It's possible that you'll find ebay just refund the buyer and you keep the money (which is what should happen).

jenniewb

KRDmum wrote: »

Did they pay you with PayPal? is your account balance affected, I.e. Funds held aside?
I've sent items through GSP several times and each time you can track the parcel from one end to another. I use MyHermes to get the item delivered to their centre and then they provide tracked update for further transit and delivery info. Did you get any of that? Was there any additional links for you to check the delivery?
As mentioned above, once you hand your parcel over to GSP centre, it is their responsibility and you should be covered for instances like loss of the parcel. Hope you get it sorted

The buyer paid with Paypal, if it's any help I do think the buyer was genuine in this, I don't think this feels like an ebayer scam, more that I've fallen between the cracks of the ebay system and it's just "computer says no" every time I call or email to get answers or things sorted out. Ebay say their hands are tied because it's now on the ebay Germany site and can't do anything about it. Apparently someone will call me back but ebay have been promising a call back in 48 hours each time I've called. I've now called them 9 times in total about this, 5 of which were about the closed case between yesterday and today, yesterdays calls all promised a call back today within 12 to 24 hours by this morning. No calls.



I did get a confirmation email saying it had arrived at the GSP but nothing after then, having sent a few items through the GSP I don't seem to be able to track anything but do get a confirmation email to say when it arrived and when it was delivered. In this case I got an email saying it had arrived but nothing after then. I can't track or do anything with the item because despite listing it on the UK site, whenever I try to access the item I get thrown to the German site which wont let me log in! :mad:

jenniewb

Flyonthewall wrote: »

Is the money currently being held by Paypal?

Strange. Might be a glitch.

It's possible that you'll find ebay just refund the buyer and you keep the money (which is what should happen).

Really hope it's a glitch but being that on each call I made between yesterday and today they seemed to be sure I had not provided the required details (and I had) I was told by ebay when phoning that I would be charged and I would need to appeal but oh no wait...it's a closed case and I can't appeal as the time given for me to reply has passed and the case has closed.
I did respond in time- I called ebay 4 times each time I had an email but was told that I had done everything and not to worry because they would deal with it and it would not affect me.


It has I have been told already, negatively affected my ebay status already. Even without being charged. My main concern though is what happens when I can't pay my bills properly because money has been taken from my account to foot the bill for eBay's errors... having a backlog of unpaid bills is one thing, being fined for late payments for said bills is another.

Flyonthewall

What does your Paypal account say? Is the money there for withdrawal, money being held or money refunded?

When you phone up ebay what have you been saying? You need to make it clear that the item went via the GSP and that you have proof it was delivered to them.

However, if no money has been taken and it's not being held I wouldn't have thought they'd take it now. The money is usually held when a case is open and any refund would happen right away.

So if you still have the money I'd say you're probably fine as the case has closed now and funds should have been dealt with. Paypal should tell you the status of the funds.

jenniewb

Flyonthewall wrote: »

What does your Paypal account say? Is the money there for withdrawal, money being held or money refunded?

When you phone up ebay what have you been saying? You need to make it clear that the item went via the GSP and that you have proof it was delivered to them.

However, if no money has been taken and it's not being held I wouldn't have thought they'd take it now. The money is usually held when a case is open and any refund would happen right away.

So if you still have the money I'd say you're probably fine as the case has closed now and funds should have been dealt with. Paypal should tell you the status of the funds.

When I phone ebay, I tell them exactly what happened; step by step with each person I speak to. (Lost count now)
I sold an item to an overseas Ebay buyer
I send the item recorded signed for delivery to the GSP address, added the tracking number to the ebay listing.
I had an email from ebay saying it arrived at the GSP


Several weeks later the ebay buyer contacts me to say the item didn't arrive. I checked the Royal Mail site and it showed a signature. I contacted ebay to ask what to advise the buyer.


Ebay told me to not worry, the details were all already added to my account and it would be dealt with.


So then I get each week another email but in German asking me to log in (checked via Google Translate). I couldn't log in and did try (I was very sure it was genuine). So I tried to locate the item on my ebay account but again each time I tried to click on the item it would send me to the German site and ask me to log in to the German site.


So I contacted ebay to ask why I was still getting emails and how to close the case. Ebay each time (3 times in total( said to not worry and that it would be dealt with. I had done everything right and that it would not affect me, my account and money would come from ebay not me to refund the buyer.


Then on Sunday I got a final email reading in English this time, telling me as I had not supplied all the details that I would be charged for the item and postage!




I have called ebay many times over since. Each time ebay tell me they cannot help me because it is on the German site and the German site need to contact me but as I don't have a German account cannot contact me because they do not have my details! (They have my paypal account details though...) I have tried many times over, the last time the guy in the other end actually said he felt sorry for me and tried to help me, ended up saying there was nothing he could do to help because it was beyond his abilities in his job.




The last call I made, ebay said someone would call me back within 48 hours but this is exactly what they had promised each time I called up before because they had told me I'd get a confirmation call to tell me the case was dealt with.
Maybe I should have chased each phone call up straight away though it seems to be that even if I had, no one could have dealt with this anyway because they don't seem to know what to do or how to resolve this themselves so they are not.


I have told them many times over the GSP is at fault here, not me. I do get that message across and they agree with me that it's eBay's GSP not me at fault but say they can't do anything about it because it's a German Ebay account. I don't get it; I thought ebay was just one company!


It doesn't help that now when I check the item on my ebay account, where it had read as item dispatched and the tracking number I'd added used to show; it now gives me the option to put in item sent. I can't do anything to change this because if I select anything the page loads to ask me to log in to Ebay Germany.


What is going on here?!

jenniewb

Money in my Paypal account is being held.

Flyonthewall

jenniewb wrote: »

I don't get it; I thought ebay was just one company!

They are, but they operate slightly different in each country.

What is going on here?!

By the looks of it, ebay has messed up.

jenniewb wrote: »

Money in my Paypal account is being held.

Right. Maybe try phoning Paypal and just ask them why the funds are being held. They should tell you. Ask what you can do to release the funds.

Don't go into everything else, just get them to see if they can find out what's happening on their end as far as they're concerned.

If you don't get anywhere with that you could maybe say the item got lost in the GSP but ebay said not to worry, you'd done everything right, it wouldn't affect you and the case is now closed so you're confused why the funds are still being held.

Don't go through having spoken to various ebay staff or any of the German site stuff, it's nothing to do with Paypal.

If you don't get anywhere try phoning ebay again. Repeat the above about the item getting lost in the GSP. Keep it short and to the point.

If they say about a call back tell them they've said that before and it hasn't happened and you want it sorted now. Be polite, but firm and don't let them just fob you off by saying about a call back that probably won't happen again.

If you're not getting anywhere ask to be put through to a supervisor or manager.

Someone on here may have someone higher up you can contact, you could try starting a new thread to ask that.

Other than that I'm not sure what else to suggest. It's very much in ebays hands. So all I can say is try the above and if that doesn't work try and find out contact details for someone higher up in the company.