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

extrememobility · ‎03-25-2019

Sounds like your getting a charge back? tell the buyer to return the item and send them a shipping label if they are O;K with it? if they will not send it back then you can dispute that with PayPal and show them all the emails you have. Good Luck to you!

nodr-45 · ‎03-25-2019

Whether they file a claim with eBay or PayPal, call once the claim is opened and tell the rep it's a GSP transaction. You are eligible for seller protection for a claim of damage during shipping from the GSP center to the buyer, but you need to make sure they flag it as a GSP transaction.

electronic-architect · ‎03-25-2019

Thanks, but telling them to return an item that was damaged in shipping (and paying for it via a return label) makes no sense. At that point I'm receiving a damaged unsellable product back AND paying to have it shipped internationally.

It was damaged in shipping, a shipping claim needs to be filed.

extrememobility · ‎03-25-2019

OH" so letting them keep the item with a refund is the answer?? It definitely sounds like that`s what the buyer is going for?

gramophone-georg · ‎03-25-2019

@electronic-architect wrote:
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

Well, if this thread is any indication- get ready for a battle:

https://community.ebay.com/t5/Selling/UPDATE-BUYER-SAYS-I-SENT-EMPTY-BOX-FOR-800-ITEM/m-p/29629358#M...

Seems "the word is out" that PayPal is suddenly becoming the go- to source for questionable buyer GSP claims. Not sure why that is.

Chaos is NOT an "industry standard".

electronic-architect · ‎03-25-2019

Thank you that makes sense. I guess at this point I just have to wait to see the claim. I'm fairly confident that with the exchange of messages the buyer does not have a leg to stand on. It's really crazy how difficult people can be when you're bending over backwards to give them great service.

pjcdn2005 · ‎03-25-2019

A couple of points...

If the buyer files an item not described claim through PP and you choose return for refund, the buyer will have to pay for return shipping. If the buyer does happen to be fishing for a partial refund, it's unlikely they will send them back.

However....

If the damage was done in shipping than the gsp should be the one refunding the buyer. If they open an item not as described claim in Paypal, phone PP to point out that it was a gsp transaction and the problem was shipping damage. I'm not certain exactly how they handle the claims however the gsp is supposed to cover shipping damage whether the claim is through PP or ebay.

If the buyer actually opens an item not as described credit card chargeback through PP, then I'm not sure how to handle it. Either way I would contact PP if any type of claim is opened and ask them to explain how they do handle gsp damage claims.

femmefan1946 · ‎03-25-2019

Your hotheaded buyer is foolish not to go through eBay and ask for a GSP specialist.

If he did, not only would you be in the clear, since the damage, I presume was the responsibility of the GSP, but he won't see a penny of the GSP fees (duty, sales tax and service fees) which he paid to PitneyBowes, not you, and which GSP/PB is very good about refunding.

If he has been polite in his correspondence, you might want to mention that to him.

If he does go to Paypal, put in the Dispute that this was a GSP transaction and give the tracking number showing delivery to Erlanger.

And demand the speakers be returned. Paypal will not refund until he does return them. On his own dime.

With international tracking.

pjcdn2005 · ‎03-25-2019

@femmefan1946 wrote:
Your hotheaded buyer is foolish not to go through eBay and ask for a GSP specialist.
If he did, not only would you be in the clear, since the damage, I presume was the responsibility of the GSP, but he won't see a penny of the GSP fees (duty, sales tax and service fees) which he paid to PitneyBowes, not you, and which GSP/PB is very good about refunding.

If he has been polite in his correspondence, you might want to mention that to him.

If he does go to Paypal, put in the Dispute that this was a GSP transaction and give the tracking number showing delivery to Erlanger.
And demand the speakers be returned. Paypal will not refund until he does return them. On his own dime.
With international tracking.

I'm not sure why you say the buyer would not receive their gsp fees back if the claim is filed through PP. The protection is the same through both companies. The only time there seems to be some grey area is if the buyer files an item not as described credit card chargeback.

11. Lost, Damaged, or Undeliverable Items; Valid Delivery Address Required. If a GSP Item that you purchase is not delivered to the delivery address specified by you or to the collection center near you that is designated by the shipping carrier, it is damaged, or it does not match your Seller's description, your purchase may be covered by an eBay Money Back Guarantee or PayPal Purchase Protection program

https://pages.ebay.com/shipping/globalshipping/buyer-tnc.html

myangelandmyprincess · ‎03-25-2019

It Would be better if the buyer files through eBay. The gsp will cover this

“Birth certificates show that you were born. Death certificates show that you died. Photographs show that you have lived.” -Unknown

electronic-architect · ‎03-25-2019

Sure enough the buyer filed an "item not as described" with PayPal. The fact that he immediately chose this route tells me he has pulled this before. I will update everyone here with the outcome.

pjcdn2005 · ‎03-26-2019

Where is the buyer from? The site he purchased on may require that he file through Paypal. If he opened a not as described case and the problem was shipping damage, the gsp should refund him though you may have to 'remind' Paypal that is how it works.

femmefan1946 · ‎03-28-2019

@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.

pjcdn2005 · ‎03-28-2019

@femmefan1946

It doesn't mention the fees in relation to an ebay claim either and yet the buyer gets them back. When an item is covered by the MBG or the Paypal purchase protection plan they are refunded in full by whoever originally received the money.