Global Shipping Buyer says item was broken and wants a full refund including all the GPS fees?

[ferncliff-39]

@wshep98 

The buyer needs to open a Return for that order, eBay/Pitney Bowes *should* recognize it as GSP and close the return with no refund from you, they handle the case directly with the buyer.

It doesn't always get tagged correctly though, so when you see the Return case open, contact eBay CS to be sure they have it as a GSP order.

Notify the buyer to retain all the packaging for Pitney Bowes agent to inspect if needed.

[wshep98]

Is the case, always, once it ships from Kentucky, the seller is clear of any issues?  What if there listing reads 30 days return. I am asking these all for a friend who is now having this issue. Ebay said they (seller) need to pay back item cost and ship fee to Kentucky.

[ferncliff-39]

@wshep98 

It's not always case - if eBay determines it was shipped damaged or not as described to begin with, they may go to the seller for refund, but it's rare.

The seller needs to be speaking with a rep with the int'l or Global Shipping team be sure they have the correct information.

They can also ask via the social media team to review their case -

Only use the Private DM or PM Messaging - do not post your account info publicly.
Give them your User ID, your real name/address, the email attached to your account, Item #, Case #, and explain the issue in detail.
They usually respond in a day or two.

https://www.facebook.com/eBayForBusiness/
http://Facebook.com/eBay
http://Twitter.com/AskeBay

[wshep98]

Hi

Thanks for your help...Seller just told me that after looking at the listing pictures that they can see a crack...(not sure how they missed it)....so ebay told her she has to pay back the cost of the item and the shipping fee she was paid to ship to Kentucky.....buyer also wants the GSP fees too. But it appears buyer is out of luck or GSP will pay her those fees back?

[ferncliff-39]

@wshep98 

Does the seller plan to refund the item cost & domestic shipping in full, or a partial refund?

eBay cannot make the seller refund GSP fees as those fees went to eBay/Pitney Bowes, but I think if there is a full seller refund from a return dispute then eBay *may* refund those GSP fees separately. eBay rep would need to confirm that.

[wshep98]

Yes, item cost and full domestic shipping as that is what ebay told her. She told the buyer to also keep the item,  it as it is no good to her now. Buyer was planning on shipping it back.