Damaged Item from eBay GSP – Any Way to Keep It?

[antland653]

Hi everyone,

I recently bought an expensive signed photo of my favorite actress through eBay. It was shipped from the U.S. to Germany via the Global Shipping Program.

Unfortunately, the item was damaged during international transit. I took photos and even filmed the unboxing to document everything. I’ve contacted the seller, but didn’t get a response, so I opened a return case, and eBay immediately issued a return label.

I’ve read that eBay usually refunds the buyer and compensates the seller through GSP in these cases. I fully understand why the seller might not be interested in offering a partial refund, since they’ll likely get the item refunded anyway and eBay will dispose of it.

But here’s the issue:

This autograph means a lot to me personally. I would love to keep it despite the damage, just not for the full price I paid. It breaks my heart to send it back knowing it will just be destroyed.

Is there anything else I can do? Has anyone successfully arranged to keep an item in a case like this, maybe with a partial refund instead of returning it?

Thanks in advance for any help or suggestions.

[house*of*paws]

Hi @antland653 

I just wanted to mention that while a partial refund is often the ideal solution when an item arrives damaged ... and the buyer still wants to keep it ... eBay no longer allows buyers to request a partial refund. 

The seller currently is the only one allowed to offer a partial refund.  The buyer either accepts it when offered ... OR returns the item for a full refund.

[And the international shipping programs have their own specific rules, of which I have little knowledge personally.  ☹️]

[antland653]

---

[And the international shipping programs have their own specific rules, of which I have little knowledge personally.]

---

That is the issue: The seller is completely out of the loop now (I don't think the damage is their fault) and they told me they have very little leverage because of the international shipping program.

If I would send it back now, I would get refunded out of eBays pockets and the seller will be able to keep their money still. The item likely would get disposed of at eBays warehouse.

So it makes completely sense for them not to be interested in a partial refund.

[pikabo-icu]

---

@antland653 wrote:

---

[And the international shipping programs have their own specific rules, of which I have little knowledge personally.]

---

That is the issue: The seller is completely out of the loop now (I don't think the damage is their fault) and they told me they have very little leverage because of the international shipping program.

If I would send it back now, I would get refunded out of eBays pockets and the seller will be able to keep their money still. The item likely would get disposed of at eBays warehouse.

So it makes completely sense for them not to be interested in a partial refund.

---

However, I'm pretty sure the partial is coming from the seller not eBay.

If you return the item, eBay refunds you the total amount but if you keep the item. the seller will need to refund you out of their earnings.

[albertabrightalberta]

---

@antland653 wrote:

Thank you for your reply.

Is there really no other way? It feels a bit extreme to be forced to either return the item or keep it as is, especially knowing that if I return it, it will likely just be disposed of. I’m really hoping to avoid that outcome.

Is there any chance someone at eBay could take a closer look at this case? I’d truly appreciate any help or flexibility here.

---

The program doesn't have the option of issuing partial refunds. And that's for good reason. Can you imagine how many buyers would claim "damage" so they could keep the item for a lower price than they agreed to?  

Your choices are either return for refund or keep the item. 

[albertabrightalberta]

---

@antland653 wrote:

Case is stil open, seller said it can take up to two days for it to process.

---

That makes no sense because the seller is out of the picture once the item was originally delivered to EIS. 

Make sure that case doesn't time out or you'll get to keep the item but won't get a refund.

ETA: 
In my opinion, this is case number 123,456,789 in which CS told a caller what they wanted to hear whether such advice is accurate, honest or not. 

[antland653]

---

@albertabrightalberta wrote:

---

@antland653 wrote:

Case is stil open, seller said it can take up to two days for it to process.

---

ETA: 
In my opinion, this is case number 123,456,789 in which CS told a caller what they wanted to hear whether such advice is accurate, honest or not. 

---

If that’s true, it would honestly be outrageous. It would mean that buyers and sellers are left vulnerable simply for trusting the information given by customer service, which is supposed to be the most reliable point of contact. If their guidance can't be trusted, then how is anyone supposed to make informed decisions in good faith?

[albertabrightalberta]

---

@antland653 wrote:

If that’s true, it would honestly be outrageous. It would mean that buyers and sellers are left vulnerable simply for trusting the information given by customer service, which is supposed to be the most reliable point of contact. If their guidance can't be trusted, then how is anyone supposed to make informed decisions in good faith?

---

You're most likely to get accurate advice here from other buyers and sellers who know ebay policy and how it works. 

And if we post something inaccurate, you can be sure that someone else will call us out on it to correct it. 

CS is mostly off-shore contracted help and they mostly read off of scripts.

[pikabo-icu]

---

@antland653 wrote:

---

@albertabrightalberta wrote:

---

@antland653 wrote:

Case is stil open, seller said it can take up to two days for it to process.

---

ETA: 
In my opinion, this is case number 123,456,789 in which CS told a caller what they wanted to hear whether such advice is accurate, honest or not. 

---

If that’s true, it would honestly be outrageous. It would mean that buyers and sellers are left vulnerable simply for trusting the information given by customer service, which is supposed to be the most reliable point of contact. If their guidance can't be trusted, then how is anyone supposed to make informed decisions in good faith?

---

@albertabrightalberta  Has a high possibility of being correct. 

Sadly this has been a known thing for,, well, basically forever.

The phone reps are fine for easy to solve, basic things. They have a book of answers. 

When things get complicated, they often give the wrong advice or tell you what you want to hear to get you off the phone.

Often this community is a better place to get answers & solutions. There are also very good reps that manage their social media with Facebook often being referred to as the best.

Maybe reach out to them if you don't receive the partial refund you are expecting.

You have to realize, it's not likely eBay will issue you a partial refund, allowing you to keep the item and allowing the seller to keep all the money. Not that it's impossible, just not very likely, that's why I believe if a partial refund is even available in this case, it would coming from the seller. 

https://www.facebook.com/ebay/ 

[antland653]

Hey there, I contacted Facebook as per your tip. This is the reply I got:

Thank you! I reviewed your case, and it looks like we are a bit early to step in, but I don't imagine you will have to return anything or receive a partial refund. Once we are able to step in on the 3rd of June, we can review issuing you a full refund.

It is correct that because it is damaged, we will be able to cover both you and the seller but we just need to give it a few more days. We've got your back! I appreciate your valuable time, and I hope you have a wonderful day!

[pikabo-icu]

---

@antland653 wrote:

Hey there, I contacted Facebook as per your tip. This is the reply I got:

Thank you! I reviewed your case, and it looks like we are a bit early to step in, but I don't imagine you will have to return anything or receive a partial refund. Once we are able to step in on the 3rd of June, we can review issuing you a full refund.

It is correct that because it is damaged, we will be able to cover both you and the seller but we just need to give it a few more days. We've got your back! I appreciate your valuable time, and I hope you have a wonderful day!

---

Great!!  @antland653 

I'm happy to read that and thanks for the update. 

The FB reps are pretty knowledgeable so *fingers crossed* for you..  

[antland653]

I GOT MY REFUND!

I contacted them again today (June 3rd) and a few minutes later I was refunded. Thank you so much @pikabo-icu for hinting me in the right direction and everyone as well.

This is what they said, in case anyone is interested in it: 

Great, thank you. We were able to escalate the case and close it with a full refund to you from eBay. There will be no need to return the damaged item. We appreciate your patience on this. And, thank you for contacting eBay.

[albertabrightalberta]

Thank you for the update. 

It's rare that we hear about final outcomes.