Ebay GSP- failure to deliver

Nesty

Used Ebay GSP for ages now never had an issue. I have a first case citing non delivery.
Ebay written to me, but it is confusing.
On my GSP items I rarely do signed for. I can see when they have been receipted by the GSP centre (Ie item is on it’s way etc).
Ebay have emailed me to take action by 10 th may. It takes me to to the Spanish ebay site. What I can judge from using google translate it’s asking me to update tracking.
I’ve gone into the GSP tracking screen. None of the receipted or en route blue bar is indicated. However, all the listing of the tracking is below in text at each stage. It looks like they have attempted delivery, but couldn’t deliver to the address in Spain and the item is on it’s way back to me.
What it the deal on this. It’s like Ebay are saying I have to refund. I didn’t know the person address as this is all done via GSP. Surely this must be covered under GSP T&C shouldn’t it?
Any ideas, below is the copy of the tracking, but as I said no blue bar on the stages in the GSp is present. Is this a GSP glitch? Is ebay asking me to load up the UK side of tracking?


Unable to Deliver-Return to Sender
May-02-17, 15:35 PM
Unable to Deliver-Undeliverable as Addressed
Apr-25-17, 19:03 PM
Out for Delivery
Apr-25-17, 08:42 AM
In Transit with Destination Carrier
Apr-18-17, 17:27 PM, Southhall,
In Transit with Destination Carrier
Apr-18-17, 16:35 PM
Shipped from the Global Shipping Center to International Destination
Apr-14-17, 04:33 AM, Alfreton, Derbyshire DE55 2JL
Customs Documentation and Labeling
Apr-13-17, 20:44 PM, Alfreton, Derbyshire DE55 2JL
Processing at Global Shipping Center
Apr-13-17, 20:43 PM, Alfreton, Derbyshire DE55 2JL

soolin

I'd phone them, the site has real issues today and as the tracking shows it was at the GSP centre at one point the liability is now theirs, not yours. The rules about GSP are very clear, so have them on the screen when you phone them.

Nesty

Thanks Soolin.
I just re-read the email UK Ebay sent. It say's. I don't have to take any action, as it's with the global shipping provider.
However, in the resolution centre. The 'take action' is present on the right, (then takes me to the Spainsh ebay site)!

soolin

Nesty wrote: »

Thanks Soolin.
I just re-read the email UK Ebay sent. It say's. I don't have to take any action, as it's with the global shipping provider.
However, in the resolution centre. The 'take action' is present on the right, (then takes me to the Spainsh ebay site)!

There were issues reported a while ago on the community boards where ebay appear to overlook that an item was sent GSP and expected the sender to have tracking details to the buyer. A number of people reported getting very frustrated with ebay and trying to make them understand that the conditions stated that the GSP item only needed to arrive at the ebay shipping point for the seller to be covered. Most eventually got it resolved, but not after long frustrating conversations with ebay, it was at that point I removed the option from my own listings.

However, I hadn't seen mentioned of issues for a while s re added it to my listings and have had about 5 purchases via GSP in the past month. Ebay appear to be having sporadic issues today so it might well have gone pear shaped again, so still might be worth a call to make sure they realise this is nothing to do with you.

soolin

have this page open if you call them:

http://sellercentre.ebay.co.uk/private/global-shipping-programme#protection

You aren't responsible for item loss or damage that occurs after the item reaches the UK Shipping Centre. Once an item has been forwarded by the UK Shipping Centre, you won't be responsible for refunding the buyer if an eBay Money Back Guarantee or PayPal Buyer Protection case is filed against you for one of the following reasons: A buyer claims an item isn't received or a!package is damaged in transit.

and here as well further down:

Every parcel shipped through the Global Shipping Programme is insured from the point it is safely received in the UK Shipping Centre. The parcel insurance cost is included in the total price that the buyer paid for shipping through the programme. If the item was damaged in the UK Shipping Centre or in international transit, we’ll cover the loss or damage to the buyer and you’ll keep the money from the sale. All the buyer needs to do is open a case on PayPal to receive their refund. Alternatively, if the purchase was made on an eBay site that supports eBay’s Money Back Guarantee Programme (.com / .co.uk / .au / .de) then the buyer may file a returns case for ‘damaged’ on eBay. Once the returns claim is filed it should be escalated to eBay customer support to take action. Sellers should not refund the buyer proactively. Any defect arising from a resulting buyer claim will be de-scored if it was lost or damaged after arriving safely at the UK Shipping Centre.

What happens with payments for ‘undeliverable’ items?
If a Global Shipping Programme item that has been purchased by a buyer and accepted by the UK Shipping Centre is not eligible for the programme or can’t be sent to the buyer, you may keep the buyer’s payment. eBay will refund the buyer. You don’t have to reimburse the Global Shipping Programme fees for this refund.

Nesty

I reckon what has happened is that the system is generating this as it hasn't been properly logged at the GSP centre and this in turn has created this take action thing.

On a another separate GSP issue. I have another ongoing GSP non delivery & the whole thing is on hold with ebay as it's been logged at the GSP centre (IE got the blue line in the GSP tracking box).