eBay

retrogamescrafts · ‎03-13-2018

I sold an item internationally (I'm located in the US) through the Global Shipping Program, the item arrived safely at the distribution center in Kentucky and arrived damaged to its final destination. The buyer requested to return the item to me, I denied and explained that he needed to talk to eBay to get a refund since the GSP agreement clearly states that the seller is not responsible for damage during transit. He instead opened a claim on PayPal, and of course, PayPal decided in his favor, giving him the option to ship the damaged item back to me for a full refund and put a hold on my account for the full value of the sale.

I've talked to both eBay and PayPal numerous times over the past 30 days to try and resolve the issue. Ebay closed the return request and closed the case in their system, but now PayPal is making me accept the return of the broken item and refund the buyer for it.

Ebay is clearly at fault, but they have told me that closing the case in their system is all they can do. Now PayPal refuses to change their decision regardless of all evidence presented to them, and I'm forced to accept a damaged item back and refund the buyer for the full amount. I'm seriously considering taking eBay to court for breach of contract.

Any advice would be greatly appreciated.

Thanks

dhbookds · ‎03-13-2018

they would open a return on eBay and, once eBay is asked to step in,

@Anonymous

WHO ASKS Ebay to step in...........the seller or the buyer..........WHAT does the seller have to do when the case is filed??????????????? ANYTHING or do they have to call Ebay.................

retrogamescrafts · ‎03-13-2018

Here's what their last communication to me was:

"Thank you for contacting PayPal.

We have asked the buyer to return the item to you to be eligible to receive a full refund regarding case XXXXX. We have also asked the buyer to send us the tracking information for the item. If they don't send us this information within 7 calendar days, the claim may be closed in your favour."

I have talked to them at least 10 times in the past 30 days regarding this issue. They have made their mind, and unless eBay notifies them of their policies, they simply won't change it. To them, I shipped a broken item and the buyer is owed a full refund from me.

carlmarxx · ‎03-13-2018

@Anonymouswrote:
@retrogamescraftswrote:
Yes. They requested the buyer to return the item for a full refund. The buyer has to provide tracking to them by the 19th.

Clarifying that the refund is coming out of my account.
Hi retrogamescrafts, definitely sounds like the incorrect decision was made. I recommend calling back and specifically discussing this Global Shipping Program transaction. If you run into any issues, please let me know. While PayPal and eBay are separate companies, I may be able to help get this reviewed if necessary!

Trinton I know the buyer can Open a INR or Damage Dispute when GSP is involved, and the Seller responds that it is GSP issue to ebay ! The Ebay rep. will close it in sellers favor ! And Then hand the case over to GSP . My Understanding is that Paypal is to do same thing . I remember Folks in ebay at time GSP was coming out They where Talking ON how the Sellers Will Be totally Out the Loop Because the Buyers can't file the MBG Once The Package is in the Ky. GSP HUB's Hands ! When it Come's to INR and Damage Claims . The Only thing The GSP is out of Loop On are SNADS. Yet Oh By Way , the Seller has to respond to INRs and damage claims opened under the MBG . Why is the MBG still offered to International buyers when GSP is used ?

carlmarxx · ‎03-13-2018

@retrogamescraftswrote:
Here's what their last communication to me was:

"Thank you for contacting PayPal.

We have asked the buyer to return the item to you to be eligible to receive a full refund regarding case XXXXX. We have also asked the buyer to send us the tracking information for the item. If they don't send us this information within 7 calendar days, the claim may be closed in your favour."

I have talked to them at least 10 times in the past 30 days regarding this issue. They have made their mind, and unless eBay notifies them of their policies, they simply won't change it. To them, I shipped a broken item and the buyer is owed a full refund from me.

Call up ebay and ask for supervisor or even a Manager .

retrogamescrafts · ‎03-13-2018

Done that, got the same results.

ted_200 · ‎03-13-2018

@retrogamescraftswrote:
To be frank, my buyer has also been **Bleep** by this situation, because as far as I can tell his options now are to either keep a damaged item or pay almost twice what he originally paid to have it returned. From his point of view, I have scammed him.

That is pretty much the end result of most eBay "great ideas". No winners, just headaches.

The Floggings Will Continue Until Morale Improves.

ted_200 · ‎03-13-2018

...when a buyer receives an item damaged through our Global Shipping Program, they would open a return on eBay and, once eBay is asked to step in, we would close the case for the buyer and the refund would process from the third party shipper.

eBay should automatically step in immediately. Otherwise, this can happen.

...while I know that you've expressed some difficulty getting this resolved, we are do not have the ability to step in on a dispute through their protection program.

Then how would PayPal know if the buyer had a simultaneous case open on eBay? Either you guys are talking to each other, or you're not. Which is it?

The Floggings Will Continue Until Morale Improves.

newnewnewmann · ‎03-13-2018

Benefits of the Global Shipping Program
If an item is lost or broken during international shipping, eBay Money Back Guarantee cases will be resolved in your favour, and your seller performance standards won’t be affected
https://www.ebay.com/help/global-shipping-program/default/global-shipping-program?id=4646

Wouldn't it be nice if it were a simple as that?

I don't have a solution, and I don't know if refusing the return altered things but ebay should honor their words if it was straightforward.

ON VACATION
GONE FISHING
BACK AT 6

carlmarxx · ‎03-13-2018

@ted_200wrote:
...when a buyer receives an item damaged through our Global Shipping Program, they would open a return on eBay and, once eBay is asked to step in, we would close the case for the buyer and the refund would process from the third party shipper.

eBay should automatically step in immediately. Otherwise, this can happen.

...while I know that you've expressed some difficulty getting this resolved, we are do not have the ability to step in on a dispute through their protection program.

Then how would PayPal know if the buyer had a simultaneous case open on eBay? Either you guys are talking to each other, or you're not. Which is it?

Well said!

retrogamescrafts · ‎03-13-2018

Yes. This seemed obvious to me too, and I went into it thinking there would be a simple and easy solution. Everything that happened to me is stated in the agreement that they made me click and "agree to" when I started selling through GSP. It states how I'd be protected in the very situation I find myself in. Yet, it has been several weeks, dozens of emails and calls to eBay and PayPal, and each of them telling me that there's nothing they can do.

I mean, both of them are just short of telling me: "Let it go, it'll be easier", mafia style.

Anonymous · ‎03-14-2018

@dhbookds wrote:

they would open a return on eBay and, once eBay is asked to step in,

@Anonymous

WHO ASKS Ebay to step in...........the seller or the buyer..........WHAT does the seller have to do when the case is filed??????????????? ANYTHING or do they have to call Ebay.................

Hi @dhbookds, either party can ask eBay to step in and no further steps are needed. When we are asked to step in and make a decision, it is clear to us that the transaction is a Global Shipping Program transaction and we will be able to protect a seller for loss or damage in transit. A call would not be necessary, as we can be asked to step in directly from the return request afte three full business days have passed from the day the request is opened. That being said, eBay Customer Service can override this three day waiting period if the Global Shipping Program is at fault, so you are welcome to contact Customer Service in these situations for a quicker resolution!

In the event that a buyer contacts their seller with these kinds of concerns before opening a return request, the seller can direct them to open one from their purchase history to get the resolution process started.

More details about selling with the Global Shipping Program can be found here. Definitely let me know if you have any other questions, I'm happy to provide more details!

Anonymous · ‎03-14-2018

@retrogamescrafts wrote:
Here's what their last communication to me was:

"Thank you for contacting PayPal.

We have asked the buyer to return the item to you to be eligible to receive a full refund regarding case XXXXX. We have also asked the buyer to send us the tracking information for the item. If they don't send us this information within 7 calendar days, the claim may be closed in your favour."

I have talked to them at least 10 times in the past 30 days regarding this issue. They have made their mind, and unless eBay notifies them of their policies, they simply won't change it. To them, I shipped a broken item and the buyer is owed a full refund from me.

Hi @retrogamescrafts, PayPal is aware of the services provided by the Global Shipping Program and it is within their policies and procedures to hold the third party accountable. This would not be a matter of eBay contacting them about eBay's policies, as this is within PayPal's policies to offer this protection. I fear that there may be some sort of miscommunication or there may be other details factoring into this situation. I will reach out to you via email to gather more information and help you get this resolved.

castlemagicmemories · ‎03-14-2018

@retrogamescraftswrote:
I've done that. They told me I had to contact eBay in the country where the buyer made the purchase and gave a phone #. I called and nobody could speak English. I called eBay back in the US and they told me they couldn't do anything other than close the case in their system and told me to deal with PayPal on my own. Quite literally, those words.

Oh, my!

That is not going to encourage anyone to list using GSP.

castlemagicmemories · ‎03-14-2018

@retrogamescraftswrote:
In hindsight, if I knew eBay wasn't going to hold their end of the deal I would have done everything in a different way. I honestly thought eBay was simply going to refund him upon seeing proof of the damage and the issue would be solved in a few days.

So sorry this happened to you.