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I was under the impression that if there is an issue with delivery during the international phase of a GSP order that ebay handled it completely without getting me involved.
I have a buyer who opened a case for non-delivery after contacting ebay. She says the package was delivered to the wrong city. My funds are on hold in paypal and ebay sent an email with this text:I am contacting you on behalf of eBay in regard to the case that you filed for the Cole Haan Sandals (263075451027) you recently sold. After reviewing your case, I understand that your buyer reported that they have not yet received the item and you’ve provided tracking which shows that the item was delivered. I know it is very frustrating to have a case filed against you especially when you shipped the package with a valid tracking number. Please be assured that I am here to help you get this resolved as quickly as possible.
Before anything else, let me thank you for shipping the item with a tracking number which helped us to know where the item was delivered.
Since the buyer still claims that they have not received the item, I will be placing the case on hold for 3 days to give time for the buyer to provide us with more information about the situation.
After the hold expired we will then be re-evaluating the case and take the appropriate action on it, based on the facts that we have for the case.
The effort that you are showing in selling on eBay is highly commendable.
Thank you for your continued patience and willingness to work with eBay and have a great day.I did not open the case – the buyer did. I don’t know what is going on here, but I’m a bit ticked off that my funds are on hold. Anyone else went through this? It seems other folks on here have had experiences where ebay didn’t even contact the seller and just dealt directly with the buyer.
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Are you sure that message came from ebay? It’s extremely long winded for an ebay message. These cases are decided by computers automatically and not humans. That is the main reason you have to call ebay or paypal to get to the bottom of a return issue.
Regardless, if the package was delivered to the buyers address on file with ebay it’s not your problem, so ebay stating they need “3 more days” to evaluate your case doesn’t make sense.
Calling ebay for more details is probably the best solution.
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I agree. This message seems too long winded to be from eBay unless someone was having a really good day and just wanted to reach out to another human being. I would definitely call eBay. I have received what seemed like eBay emails only to find out that they were fake. Check your messages directly in your eBay account. If it is from them, it should be there. If it isn’t, call them directly.
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The message was definitely from an ebay rep. The case was put on hold for review, so it must have been escalated to a higher level or something. That would explain the personal message explaining things. I got a follow up email last night that the case was closed and the buyer did not get a refund. Very strange case. I’ll have to keep an eye on paypal to see if the buyer files a chargeback claim if ebay really did hang them out to dry.
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