Global Shipping Damaged item Shipping Problem

[gjlutz]

I sent an item through global shipping and it was damaged during transit.  Usually  I have had no problem with getting reimbursed in the past for this, until now....  Buyer filed through Paypal as "not as described" instead of filing through Ebay, and because of this it has been a nightmare!  It has been 2 weeks, and now Paypal is saying another month to look into this??? My $200 in funds is being held, and I've called them twice with no luck.  They informed me that it should have gone through Ebay, (which I'm  aware of ), instead of them, but now there is nothing they can do about it.  My question is;  Is there a chance this will go wrong for me?  Why should it be different how they treat the case just because its Paypay and not Ebay?  I packed item extremely well and absolutely do not feel that this should be on me, nor do I feel the buyer should lose either.  If Global shipping is going to be so difficult to use, then I will not be using them anymore, not worth the risk.

[lovtaco0]

No problem, Ted. It's difficult to find anything since they redesigned these pages.

I went to the link and used Ctrl+F and typed a couple of words from your quote in the search box.

[sg51]

My understanding is that chargebacks are generally very difficult for consumers to initiate in most countries. 

I'd say that illustrates your lack of experience as a mail delivery merchant in international commerce.

The chargeback process, and decision, is usually made by a local bank. You think a local bank is going to be harsh on a local buyer against a foreign seller?

[sg51]

Bottom line: if it says you're covered after the item reaches Kentucky, but they have some undisclosed gotchas where it may or may not be covered, that's either deceptive or fraudulent.

[ted_200]

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@lovtaco0 wrote:

No problem, Ted. It's difficult to find anything since they redesigned these pages.

I went to the link and used Ctrl+F and typed a couple of words from your quote in the search box.

---

Thank you.  I read through most of it several times before posting, fearing I'd simply missed it (which I did). 

The page design is particularly bad and difficult to use since you can't look at the whole thing at once... you open one sub-section, all the others close again, and "How To" isn't exactly where I would have looked for information like that.

That whole section bears repeating and looking at in total, so here it is:

How does the Global Shipping Program work?

When a GSP item sells, just ship it to the Global Shipping Center using whatever method you choose. An experienced international shipping company does the rest including customs forms, international shipping, and import fees. The GSP also includes end-to-end international tracking. As a seller your responsibility ends once the item reaches the Global Shipping Center. If the item is lost or damaged during international transit, the Program has you covered. Sellers are also protected from neutral or negative feedback associated with international shipping on any GSP transaction.

I just sold an item with the Program. What do I do next?

When a GSP item sells you simply ship the item to the Global Shipping Center in Kentucky. The GSP takes care of the rest. This includes filling out customs forms, paying import fees, and providing international shipping to your buyer. The GSP also includes end-to-end international tracking so you can stay up to date throughout the process. You should also upload your domestic tracking number to the order, and include the GSP reference number on your domestic shipping label.

As a seller your responsibility ends once the item reaches the Global Shipping Center. If the item is lost or damaged during international transit, the Program has you covered. Sellers are also protected from neutral or negative feedback associated with international shipping on any GSP transaction.

What happens if I ship outside the Global Shipping Program and directly to the buyer?

The Global Shipping Program generally protects sellers in cases where the item is lost or damaged during the international leg of the trip. Once a GSP item reaches the Global Shipping Center, the seller has performed his or her role in the transaction; the Program will reimburse the buyer for all costs if the item is lost or damaged during international transit. The GSP also protects sellers by removing any neutral or negative feedback associated with international shipping on any GSP transaction in the following circumstances.

• If your buyer files an eBay Money Back Guarantee claim against you involving a GSP item and eBay resolves the claim in your favor because you were not at fault, eBay will remove any negative or neutral feedback associated with that GSP item.
• If after acceptance at the Global Shipping Center a GSP item is not, or cannot be, delivered to your buyer, eBay will remove any negative or neutral feedback associated with that GSP item.
• If a GSP item is delivered to your buyer and your buyer leaves you negative or neutral feedback associated with the GSP item but does not file an eBay Money Back Guarantee claim, you may contact Customer Support to request that any negative or neutral feedback associated with that GSP item be removed. eBay will review the transaction and may remove the feedback if the circumstances fall within the feedback removal policy.

However, all of these protections are not available to sellers who ship a Global Shipping Program item directly to their international buyer. If an item is shipped directly to a buyer (instead of to the Global Shipping Center) the seller will be responsible for refunding the buyer for any and all costs associated with the item being lost or damaged in transit (domestic and international). The seller will also not receive protection against negative or neutral feedback on the transaction as provided under our policies.

The only mention of the MBG is in regards to negative feedback removal (not coverage against loss or damage).  There is no mention of PP BPP at all (I guess you're outta luck... or will have to call CS...  if the buyer does that and neg.s you).

So that's THREE unequivocal statements that "you're covered". 

How anyone could read that and then conclude the seller is going to eat a chargeback for damage or non-delivery is beyond me. 

[berserkerplanet]

·The page design is particularly bad and difficult to use since you can't look at the

·whole thing at once... you open one sub-section, all the others close again, and....

This kludge plugged into Stylish in Firefox (or Chrome?) or pasted into a FireFox usercontent.css file auto-expands most collapsed eBay help page sections I've encountered.

/*------------------------------------------*/
/* eBay Help Page Expander Fixups    4/8/18 */
/*------------------------------------------*/
@-moz-document url-prefix('http://www.ebay.com/help/'),
               url-prefix('https://www.ebay.com/help/'),
               url-prefix('http://pages.ebay.com/seller-center/'),
               url-prefix('https://pages.ebay.com/seller-center/'){

 div.expand_collapse_list>div.hide, div.m22-accordion-content
 {display:inline-block !important; visibility:visible !important;}

 .title:before, .title.expand:before  {
  background:url("https://secureir.ebaystatic.com/pictures/aw/OCS_SelfService/helphub_sprite_horizontal_v5.svg")
   no-repeat scroll -686px -334px rgba(0, 0, 0, 0) !important;
  }

}/* end moz-document url-prefix('http://www.ebay.com/help/') */
/*--------------------------------------------------------------------------*/

[marnotom!]

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@sg51 wrote:

My understanding is that chargebacks are generally very difficult for consumers to initiate in most countries. 

I'd say that illustrates your lack of experience as a mail delivery merchant in international commerce.

The chargeback process, and decision, is usually made by a local bank. You think a local bank is going to be harsh on a local buyer against a foreign seller?

---

Sorry to be late to the party on this.  My non-eBay life is getting pretty busy.

I should have worded that a bit more carefully.  Yes, credit card chargebacks due to fraudulent use of a credit card account won't usually be a big problem for a non-US credit card holder to obtain, but credit card chargebacks due to items being SNAD are a different ball of wax.  There's a clause in the agreement of one of my credit cards that specifically states that I'm supposed to work this sort of thing out with the merchant, not the bank.

Something else to consider is that what chargeback protection there is from PayPal is against fraudulent claims, not legitimate ones.  Assuming the OP's buyer has a legitimate claim, there'd be no protection from PayPal for the chargeback if the item were shipped directly to the buyer.  Neither eBay nor PayPal can insulate a seller from a legitimate SNAD chargeback.  It's completely in Pitney Bowes' hands how the seller gets treated here.

I did a search for other discussions about the GSP and chargebacks, and I wasn't able to find many where the final resolution was mentioned.  It does seem as though sellers may prevail in the event of a fraudulent use chargeback because they shipped the item to the Kentucky address in the PayPal transaction details page.  I couldn't find anything on SNAD chargebacks.

As far as I know, this particular chargeback is still being processed.  It's not "game over" for the OP yet.  Am I reading this correctly?

[ted_200]

There's a clause in the agreement of one of my credit cards that specifically states that I'm supposed to work this sort of thing out with the merchant, not the bank.

That's right.  The banks consider it to be an option of last resort and require you to attempt to resolve any problems with the merchant first.  Since the buyer had a slam-dunk means of resolving this available to them, that they did not use (the MBG), PayPal should have easily been able to win the chargeback. 

That's in addition to the fact that the seller performed their part of the deal correctly, and the chargeback against their payment is without merit to begin with. 

[lacemaker3]

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...

And this FAQ page:

https://pages.ebay.com/seller-center/faq/global-shipping.html

Among those FAQ's is this statement:

As a seller your responsibility ends once the item reaches the Global Shipping Center. If the item is lost or damaged during international transit, the Program has you covered.

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I can't find this anymore.  Watch, they'll pretend it never existed. 

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Edit: Sorry, I see now that this was pointed out already. Oh well, I hope the part about the Protections section (2nd screenshot) might be useful.

@ted_200, I was able to find it just now:

https://pages.ebay.com/seller-center/faq/global-shipping.html#how-to

However, they don't define what "has you covered" means there. You have to go to another section. This was NOT what I understood about this program, for sure.

https://pages.ebay.com/seller-center/faq/global-shipping.html#protection

[ted_200]

Edit: Sorry, I see now that this was pointed out already. Oh well, I hope the part about the Protections section (2nd screenshot) might be useful.

Thank you for taking the effort anyhow!

This was NOT what I understood about this program, for sure.

I think that's the case for most everyone.  They certainly intentionally misled people about it, at a minimum. 

[duggmills]

I wanted to offer a salient comment on the subject. When I saw there were 186 comments to date, I thought there would be nothing I could offer hasn't been already said. 

Then there's my attention span issue.  So many comments add tedium to redundancy by repeating so much of the original or subsequent posts with so little added content of any value it overpowers my interest level.  So, I didn't read any of them.  At 186 comments I didn't  think I could get through all the "wrote" repetition. 

It's still fun here in spite of...

[retro_hub]

i have problem sry for my not good english but i'm not from USA

1. I buy item for 398$ item is shipped international with Global shipping program

2. item is came damaged

3. i read here on board advice what to do in that case

4. i open case on ebay and write that item is damaged in GSP  just like people advice here

5. I (buyer) and seller both call ebay and explain what happend, ebay agent told me to call again on 6.feb.2019

6. on 6.feb.2019 i call again and ebay agent told me that i call tomorrow that ebay still checking my case

7. on 7.feb.2019 i call again and they told me i will got full refund

8. refund is came and i get only 228$ then for first time i go to my paypal and i see that when i pay for item i do ONE TIME PAYMENT on ebay , payment was splited on 2 payments on my paypal one was 228$ and second is 170$ that second one is money for shipping, taxes and insurance, so ebay refund me only for first part of payment

9.  i call paypal again after i dont get rest of money they told me that its mistake and that they will refund me 170$ but it needs to be done manually so i need to wait a little

10. on 12.feb.2019 i got refund but they refund me money on my ebay email adress not to my paypal adress connected on my ebay when i click claim money link transfer me to paypal and when i log in my paypal there is no 170$ transaction , they refund money on nonpaypal email adress it is just my registration ebay email adress not paypal

11. i call them again on 12.feb.2019 they told me that they will contact me in next 48hours i gave them my phone and email adress

12. 4 days pass twice then 48 hours nothing happend

13. on 16.feb.2019 i call them again and now i need explain whole story again, now ebay agent told me that she will transfer me directly to paypal I ask her why? why i wait 48hours to solve my problem if you now transfer me to paypal , she told me that only paypal can see my information and solve this ))))

paypal really??? how paypal can see email what is not paypal adress they cant see that as that adress is not paypal adress

14, i stay on line for 1 hour and 30 minutes and no one answer on paypal, so i cut the line, as i'm not from USA i cant call paypal from my phone again now i need to call again ebay , tell them all again and wait to connect me to paypal

15. this is too much for me i just wish my money back

16. did some ebay admin read this board to help or what to do now i'm sick of calling them again

this is message i get on my ebay adress

You still need to claim your money from eBay Inc  

Hello p****79@gmail.com,

This is a reminder that a payment of $170.61 USD from eBay Inc is still waiting for you.

We'll automatically cancel this payment and return the money to eBay Inc's account on Mar 12, 2019, so you should claim it as soon as possible.