Refund request with item shipped via UK global shipping process

[Anonymous]

Hi, new to this so looking for advice. I send a small package from the U.K. to Germany using the Global shipping process. The buyer has received the item, however has started a refund request. Ebay has given me a couple of days to issue a refund, but if the item arrived intact at the u.k. depot, as was subsequently damaged after leaving there, does the Global shipping process not cover that through insurance?

Any assistance would be most welcome. Many thanks.

[pjcdn2005]

This is the US board but the rules for the gsp should be similar. You should contact customer service to let them know that the item was damaged after leaving the gsp depot. The return system does not always recognize that the transaction was through the gsp and even if they do, they don't automatically know if the problem was seller caused (seller would be responsible for return) or gsp caused.  That's why it is best to contact customer service yourself.

[ma-647837 · Accepted solution]

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@Anonymous wrote:

If the item arrived intact at the u.k. depot, as was subsequently damaged after leaving there, does the Global shipping process not cover that through insurance? 

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You are in no way, shape or form, hide nor hair, grilled or toasted @Anonymous responsible for loss or damage after your item reached your kingdom's center. eBay UK itself specificaliciously says here:

Buyer Terms & Conditions

Effective Date: 12 August 2020
Risk of Loss.

The risk of loss or damage to a GSP Item shall remain with your Seller until the GSP Item is accepted at the US or UK Shipping Center or has been returned to your Seller by Pitney Bowes from the US or UK Shipping Center. Subject to any statutory rights you may have, the risk of loss or damage to a GSP Item shall transfer to you when the GSP Item leaves the US or UK Shipping Center for export.

[Anonymous]

Hi, appreciate you taking the time to reply. I used the same defense when challenging ebay regards the refund, which thankfully ebay have resolved.

As I'm relatively new to this, one of frustrating things is being able to contact ebay direct.

It was only after leaving a poor feedback score (0) did customer service get directly involved, and fair play, were very helpful. 

Can't be too difficult to make the process simpler.

Once again, many thanks to those how replied.