eBay

electronic-architect · ‎03-25-2019

Hello, I recently shipped something internationally using the global shipping program. They buyer reported today that the item arrived damaged, and asked for a partial refund. I bent over backwards and told them:

"Under no conditions am I going to let you get stuck with damaged speakers without being compensated. However I would like you to claim shipping damage first, as that's what the insurance is for and they should refund you in full. If they won't do that, then I will refund you in full."

I get this message back:

"Hello, Unfortunately, I have no time to argue with ebay or the talk of who comes up for the damage. I will open the case with PayPal. They will take care of the matter. greetings"

With all of this in writing, do you think I need to worry about Paypal pulling the money from my account? I would assume Paypal would take one look at that message and refuse the claim and tell them they have to report shipping damage?

Thank You

electronic-architect · ‎03-28-2019

Thanks everyone for the help and feedback, I'll respond to a post/s in a while, but for now here is an update. The buyers Paypal dispute claim was "not as described" and the buyer reason was "externally damaged".

I responded by pointing out this was a GPS shipment, and also included copies of communications where we advised the buyer to report shipping damage, as well as pictures of the item taking the day of shipment showing it in perfect condition.

FWIW here is link to the protections eBay says come with GPS. This is the relevant part which is found under "You ship within your handling time to an international buyer":

"Global Shipping Program

When you use the Global Shipping Program, you're responsible for getting packages safely to the US shipping center. If an item is damaged or lost after reaching the shipping hub, you're protected from:

eBay Money Back Guarantee requests and PayPal Purchase Protection cases when:
A buyer claims an item isn't received or
A package is damaged
Negative and neutral feedback when:
You win a case alleging damage or loss
The feedback comment relates to a problem with shipping"

HOWEVER, under the "You have eBay Money Back Guarantee requests":

"If a buyer reports that an item isn't as described

If the buyer submits a return request because an item isn't as described in the listing, you are protected from negative and neutral feedback if you offer free returns, accept the return, and give a refund."

However the buyer never requested a return and simply filed a Paypal dispute, so one would assume that I'm covered. But when dealing with these big corporations I rarely assume anything. So I'm just waiting to see how this plays out.

electronic-architect · ‎03-28-2019

@femmefan1946 wrote:
@pjcdn2005
That reads to me that the money paid to the seller will be refunded to the buyer.
It does not mention the import fees collected by Pitney Bowes and never seen by the seller who has no responsibility for them.
And which are a different line item on the buyer's Paypal account.
The seller is not required to refund those fees, since she never touched them.
And since the buyer did not pay the duty and sales tax to his government, he cannot get them refunded by his government.

The import fees which are made up of duty, sales taxes, and a GSP service fee, are paid by PitneyBowes. And if the item is refunded through eBay and a GSP specialist, Pitney Bowes will refund the buyer.

The Paypal dispute deals only with the money paid to the seller by the buyer.

In any case, the strategy I am suggesting is that the seller should be demanding the return of the speakers if there is a Paypal case opened, since PP will demand that the buyer pay for the return shipping.

A very interesting tactic indeed. That probably would have driven the buyer nuts. This time I did it the way I described to see what happens. If it happens again I may try this. But hopefully I won't have to deal with someone like again for a long time. I've done about 45 US sales for far and all were painless, not a single problem. This is the only overseas transaction I've done.

dhbookds · ‎03-28-2019

I would call paypal........

And, don't want to scare you..........but there was a GSP case filed on Paypal discussed on this board......and from what I remember, ebay denied all responsibility for GSP since the case wasn't filed on Ebay......... I'm not sure, but think it was a damage claim which normally would have been covered by GSP........

IF that is true, I would try to insist on return as I believe PP would make the buyer pay and that may scare them off.......

electronic-architect · ‎03-28-2019

@dhbookds wrote:
I would call paypal........

And, don't want to scare you..........but there was a GSP case filed on Paypal discussed on this board......and from what I remember, ebay denied all responsibility for GSP since the case wasn't filed on Ebay......... I'm not sure, but think it was a damage claim which normally would have been covered by GSP........

IF that is true, I would try to insist on return as I believe PP would make the buyer pay and that may scare them off.......

I looked at Paypal and now that I have responded there is no option to further comment on the dispute. How would I insist on return at this stage?

Yes, I think I will call Paypal.

electronic-architect · ‎04-03-2019

I wanted to give everyone an update. I disputed the claim and pointed to the fact that Global Shipping Program was responsible. I included quite a bit of evidence including pictures of the item the day it shipped, and copies of the buyer communications with him refusing to make a shipping claim.

Today Paypal responded:

"We've finished investigating the claim your buyer filed, and we've decided the case in the buyer's favor.
We've determined, however, that the global shipping provider was at fault and is responsible for refunding the total amount of the purchase and shipping to the buyer. We won't deduct any money from your account."

While I'm happy they didn't take any money, I feel as though by giving him the money back they've taught him he can engage in this behavior again and again. I also sent him an additional communication offering a full refund upon receipt of the item back in the US and included that in the dispute as well. However I think by the time I uploaded that file the case had likely already been reviewed. So whether that would have changed the outcome I do not know.

I also called ebay a couple times. The first time the person who answered just assured us we had nothing to worry about because we used GSP. The second person told us not to respond to the dispute and that ebay would be contacting me within 48 hours. However that was just yesterday so the dispute was resolved before they contact me. It will be interesting to see if they do contact me.

Does the fact that we "lost" the dispute carry any ramifications with ebay or paypal?

berserkerplanet · ‎04-04-2019

>>Does the fact that we "lost" the dispute carry any ramifications with ebay or paypal?

Pretty sure you get an eBay "case closed without seller resolution" defect for that.

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347#section3

electronic-architect · ‎04-04-2019

Thanks I'll keep an eye out for it. Nothing so far. I have a feeling since the case was with paypal and no cases even show up on ebay that it won't show up.