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The order from 08/30 sent from the USA still hasn't arrived
Hello, I placed an order from the U.S. to Barcelona on 30/08. According to what the seller said, the order would take approximately a month and the estimated delivery date would be October 1. 10 days have passed since that date and I have no information about the status of the order or how to track it, since on the tracking platform there only appears information up to September 11.
I have contacted the seller on several occasions and, after several days, their response was the following:
"Hello, we already sent you the tracking info. We have no control over where the order is. We only take care of sending it. What the mail does is outside of our control. You must contact Spain's postal service to locate the order."
The problem is that they have not given me the transport company details, so I don't know how to locate the package. Does anyone know how I can resolve this case? Has this happened to anyone else and were they able to solve it?
alvaro@ebay
Hello,
If you make purchases from sellers in the United States, and the seller ships through the Global Shipping Program, two tracking numbers will be generated: one to the international shipping center, and once it arrives in our country, a new one will be generated corresponding to the company responsible for delivering it to your address.
What you mention seems perfectly normal, and we would like to reassure you, since your purchase is covered by the Customer Guarantee Program, in the rare case that you do not receive it within the estimated delivery date indicated in the order details.
We recommend that you check both the estimated delivery date of your order, and remember that you will be able to receive protection if you open a claim within 30 days after the estimated delivery date indicated in the order details. Check this link with information so you can open a claim for a not received item.
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gabralva2991
OP1 year agoHello, good morning.
Thank you for the information provided. However, my claim now concerns the refund of the money I had to pay at customs to receive my product, due to the lack of information from both the seller and the platform.
Let me tell you about my experience: I placed the order on August 30, with an estimated delivery date of October 1, as indicated by the seller. Up to that point, everything was fine. The product cost approximately 60 euros: 34 euros for the product and the rest in shipping costs. On the eBay platform, I was able to track the order until September 11, but after that date I had no more information.
I waited until October 1 and started sending messages to the seller asking about the status of the shipment, but I got no response. I sent around 10 messages and only received two replies: the first informed me that shipping would take more than a month because it was an international shipment; the second provided me with a tracking number and told me that it was no longer the seller's responsibility. However, I received no information about the delivery company or any additional details, which, as I understand it, is the seller's responsibility until the product reaches the buyer.
At that point I decided to contact the platform to explain my problem. I did not receive a clear response; I was only informed that the case was closed and that they could not refund my money. It is worth noting that I was not asking for a refund at that moment, but rather for information about the status of the shipment.
Searching on my own, I managed to track the product and discovered that it had been held in customs since September 11, due to my failure to submit documents (something I was also not informed about). I carried out the necessary procedures through the post and customs website and, in addition, had to pay 30 euros in shipping fees to release the package. Finally, the product arrived on October 17.
My claim focuses on the fact that at no point was I informed that I had to handle this process on my own or that I had to pay an additional customs fee. In total, the product cost me approximately 90 euros, which is unfair, since the payment made at the time of purchase is supposed to cover the entire process until delivery to the specified address. In my case, the seller washed their hands of the problem and the eBay platform did not provide me with any kind of support.
Therefore, I request a refund of the 30 euros that I had to pay at customs, since that expense was not anticipated and I was never informed about it at the time of purchase.
Thank you for your attention and I look forward to a prompt response.