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Shipment stuck "In transit - Central Hub"
Hello good morning guys,
I’m asking for help and support before going straight to customer service. Just to be clear, I’m writing as a seller.
On 17/01/23, a customer bought a product from me, which I promptly shipped on 18/01/23 with a label purchased through eBay, with full insurance on the package. I sent everything over and provided the tracking code, and up to this point everything is fine. However, the latest tracking update shows, as the title says, "In Transit - Central Hub" and for a shipment that has to go from Rome to Milan it has been stuck like that for about 5 days. Now I contacted Poste and they told me there are only logistical issues and the package will arrive; I contacted them in writing and they are not responding. So I’m asking you, in case the shipment doesn’t arrive/is lost, etc., since the package is insured should I turn to eBay or Poste for compensation? Second thing: in any case I would tell the customer that I’ll give them the refund as soon as they reimburse me, because otherwise I’d end up losing a lot of money myself and since I paid for an insured package that doesn’t seem fair to me. I’m not sure, I’m asking you for help, maybe if you’ve had similar experiences.
Thanks in advance,
Federico.
sika700
Mentore3 years agoGood morning,
in case the "shipment did not arrive/was lost etc since the parcel is insured" you need to contact where you purchased the shipping, so neither ebay nor Poste Italiane, but Packlink.
"In any case I would move forward by telling the customer that I’ll refund them as soon as they reimburse me" and what fault would the buyer have?
Refund procedures can take months, so it is right on your part, as soon as you have confirmation of what happened, to refund promptly; after all, you are the one responsible for the shipment... so what seems right to you or not has no meaning, here we are talking about fairness.
Kind regards.
darkorbit_95
OP3 years agoThank you so much for the reply, I hadn’t understood that I should refer to packlink.
Yes, the second point is understandable, I only mentioned it because if that were the case, being just a private individual, I wouldn’t have had the full funds right away to reimburse him, not because I didn’t want to obviously.
In any case, the shipment seems to have just been unblocked and it’s listed as out for delivery, so great, but yeah POSTE is giving me a few problems and causing me a bit too much worry lately, I don’t know if it’s the time of year or whatever.
Thanks a lot for the reply and for your kindness,
Federico.