Order from United States stuck at international hub in the US

[braydeouellette-myro0]

I live in Saskatchewan and made an order on March 30th, 2024. It was shipped on April 2nd with the expected delivery date to be April 14th - April 18th, on the order details page it says expected by April 19th (today). The last update on the tracking was from the international shipping hub where it says it was delivered on April 5th, with no additional updates that it has been shipped into Canada. I have not recieved any other tracking numbers indicating it was shipped into Canada either. I have contacted the seller and he does not have any other information about what is going on. At what point do I file an Item Not Recieved claim? Do I begin the process today as the expected "range" has passed yesterday and the item supposedly still hasn't been shipped from the international hub?

[pjcdn2005 · Accepted solution]

You can't start a claim until the last day after the expected delivery date so that would be tomorrow. Apparently it isn't uncommon for it to take 2+ weeks for some packages to leave the shipping hub. They don't seem that organized.  There is a chance that it will still leave there within the next week or it's possible that it is lost.  It's up to you whether you want to wait a little while longer or not to see if it moves. 

[reallynicestamps]

devon@ebay 

Under the Global Shipping Program, if the delivery was not completed on time, the buyer was refunded.

If the delivery was made after the refund was made, the buyer kept both item and payment.

Is this still the situation under the eIS?

[aramatic]

There must be a system failure of some kind since a few of us have packages whose last tracking information is “Arrived at hub, Fri Apr 5”. Presumably not a coincidence.

[devon@ebay]

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@reallynicestamps wrote:

devon@ebay 

Under the Global Shipping Program, if the delivery was not completed on time, the buyer was refunded.

If the delivery was made after the refund was made, the buyer kept both item and payment.

Is this still the situation under the eIS?

---

Hi @reallynicestamps! With eIS this is still the case.

[nikkhah0]

Hi, iam in Toronto Canada, 16 days ago I bought something small and I paid in full right away, after few days they come up with tracking number and I start tracking my package but the problem is start it right here , my package is stock in shipping hub Illinois for last 9 days and is showing is ready to pickup and ship to me, 9 days no one toch that package, I read all the comments about this issue on Google and right here and I noticed some of them are 4 or 5 years old, Wich is telling me eBay doesn't care about people after they paid otherwise why they won't fix something this long and tarzen of people complaining about???!!! That's a shame, me personally won't buy nothing no more from eBay after this moment

[rc51cda]

Same here. Bought May 16. Shipped May 19. Arrived international hub May 22. Hasn't left. Supposed to arrive today June 3, 2024. Can't contact anyone. Useless.

[mrdutch1001]

What is the last expected delivery date as indicated by eBay?  THAT is what is important!

[pjcdn2005]

The last date for expected delivery was June 3rd? If so, that means that tomorrow you can open an item not received claim by going to your purchase history and next to the item there should be an arrow and options to choose.  I'm not sure of the exact option but one of them may be item not received. If not, click on contact seller and then you should see that option. That should open a refund request.

The international hub has had a lot of delays lately so you may want to wait another few days to see if it leaves the hub this week. There have been quite a few people who have reported that their item took 2 weeks to leave the hub but they eventually did receive it.  It is totally up to you whether you want to wait longer or open a refund request sooner but you do have 30 days from June 3 to open one.

[lividity22]

They lost a 3000$ CAD laptop for me last week, waited for it for weeks... Good thing is that the refund was done really quick but it sucks to wait for an item and never receive it and having to get it from somewhere else. There is really a problem with that hub as per all the reports....

[airgeadlamh]

I'm in a similar situation -- my parcel has gone into hub limbo. The last date for expected delivery is in 2 days.

My question is, when you request a refund for non-delivery, does it come out of the pocket of the seller, or from eBay/the eIS? 

[marnotom!]

Once the item is accepted at the eIS hub, @airgeadlamh, eIS takes over responsibility for delivering it to the buyer, which means that the seller would not be on the hook for a refund.

This transfer of responsibility is a big reason why eIS is becoming so popular with US sellers.

[airgeadlamh]

Thank you, much appreciated! 

[xiao6344]

that is quite unfortunate glad a refund came still sucks

3000cad **bleep**

[marnotom!]

Items containing lithium batteries have to adhere to a pretty strict set of rules and regulations to be shipped internationally, @xiao6344.  I suspect improper packaging or concerns about packaging of @lividity22's laptop is what dead-ended it at the eBay International Shipping hub.

If you're interested, you can read the program rules in the eIS Seller Terms and Conditions:

https://pages.ebay.com/internationalshippingprogram/seller/terms/

[fergua3]

another thing to remember with these EIS shipments is, in many cases, not to leave negative feedback for the seller.   As long as the package gets to the Hub, their responsibiity is over.

Now, if you get the item and it has issues eg NAD, badly damged from poor packaging (although this may be iffy because my understanding is it gets repacked at the Hub), doesn't work corrrectly  etc then negative feedback could be justified.  But use discretion.

[reallynicestamps]

because my understanding is it gets repacked at the Hub),

NO.

Consider how long it would take to unpack inspect and repack every item that is coming through the Hub.

Now consider who is working on the conveyor belt and how much they are paid.(Minimum wage in Illinois is $14 an hour).

Why would you  as a business add $2 or more in labour to your costs of processing every one of the thousands of shipments that go through every day? Plus the cost of new packaging material.

Some items are opened and inspected, true. Poor customs descriptions, bad packing, or unexportable items would be.

I had one item repacked by GSP back when it started. The changed packinging included a Notice on eBay letterhead and was ludicrously larger than necessary. (The book was about 1.5cm thick and was repackaged  in a box nearly 5cm deep.)