Sale through GSP stuck in customs

MR1988

So this happened first time with me and I thought to share in case others would come across such a situation in the future.

I sold an item through GSP that was going to China. Packed my item, posted and it reached the eBay warehouse from where it got sent further towards buyer. Few days later buyer has messaged me saying that they noticed the tracking is stuck awaiting buyer to upload his National ID. I've told buyer I have never came across something like this before and that they should contact eBay to ask for clarification on what to do next. So the buyer did and the eBay representative opened an INR case on the buyer behalf and put a hold on my funds. Seeing as I wasn't in the wrong here, I contact eBay myself as well and explained the representative that I did my part and delivered to their warehouse as the tracking was showing. I tried to explain that this is not my responsiblity anymore and that eBay should solve this with the buyer. I wasn't happy with them holding my funds as I did my part but the representative kept telling me they hold the funds for both me and the buyer protection. After my chat with the representative ended, the case has been put on hold.

Following couple of days I kept in touch with buyer who was very understanding and they also were not sure why they needed the National ID uploaded as they never had this happen before. Been told by the buyer that eBay was supposed to call with additional instructions but never received a call. Fast forward a few days again, buyer told me they cannot get in touch with eBay and asked me if I can help them further anyhow. So I went ahead and contact eBay again and got a new representative which seemed to be much more helpful. This time, as soon as I mentioned to them that my responsiblity should be over and that I delivered the item to GSP warehouse, the representative closed the case and released my funds. Anyhow, I insisted to assist the buyer further and asked eBay what they can do or where to upload their ID in order to get the item released. They haven't given me any information and told me to ask the buyer to contact eBay themselves.

It's still couple of days now and the buyer didn't get anywhere with eBay and doesn't know where to upload ID or which courier to get in touch with. A very disappointing situation for them and I feel bad that eBay is not assisting them further. I'll keep you updated of how it eventually ends.

soolin

I have found in the past that many eBay reps don’t have a clue about the GSP. A good few years back I had an issue with a US buyer and eBay held my funds as well and I kept phoning them and eventually they agreed the funds should not be held, but said a supervisor needed to release them….and this went on for several days having to go through the same conversation over and over again until someone released the funds while I waited on the phone. 

What really really annoyed me was that one reason I switched to GSP almost as soon as it was offered was because I’d had a run of INR claims from the US and eBay had insisted I refund within a few days of posting, when they were aware that US customs were delaying parcels. So when this GSP US sale was delayed eBay just kept extending the escalation date , the poor buyer ended  up waiting nearly 6 weeks for a refund, whereas previous to using GSP I was being forced to refund on about day 9 from posting date! 

I sell a lot via GSP, I do still get the occasional INR but usually now as soon as I phone eBay they release my fu ds immediately and apologise for not treating it correctly as a GSP sale .