Global shipping program insurance will not work

[carryflower]

I had an item damaged that I sold on the global shipping program, I took it back to the post office with all the proof, they told me to file a claim online. Online my claim will be submitted because they can not decide if is global or dosemtic. I filed out both claims, it take hours and demands you fill out forums to the gills down to every possible detail, before and after pictures all the addresses, tracking numbers, you have to reduce the photos to 54 k and after all that, I still can't get the claim submitted to even get them to review it to see if they will accept it or not. Luckily for me, the buyer already gave me positive feedback, but I hate to make the buyer feel bad, when I did ship prioprity mail which is supposted to have 50 dollars worth on insurance, but what is the point if I can't use the insurace? I should have send it with no insurance rather then with unsuable insurance. So, it says call the post office, which is too busy and they will call me back in hours. They want people to no use the insurance and give up. This process is like filling out a passport forum, so complicated that people give up in dispair. I actually lost a lot of money on the sale, if I refund half of the selling price, I already refunded half of the selling price on this doll due to an issue with the person not having a credit card. I can either refund out of my own money the 25 dollars and have a zero profit for this sale, and a lose due to seller fees or have her feel bad about it. So unfair. I will not sell on the global shipping program anymore. 

[bubbleman2010]

If the damaged item was shipped back to you that voids any damage claim you make...

[papermoneyforme]

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@carryflower wrote:

I had an item damaged that I sold on the global shipping program, I took it back to the post office with all the proof, they told me to file a claim online. Online my claim will be submitted because they can not decide if is global or dosemtic. I filed out both claims, it take hours and demands you fill out forums to the gills down to every possible detail, before and after pictures all the addresses, tracking numbers, you have to reduce the photos to 54 k and after all that, I still can't get the claim submitted to even get them to review it to see if they will accept it or not. Luckily for me, the buyer already gave me positive feedback, but I hate to make the buyer feel bad, when I did ship prioprity mail which is supposted to have 50 dollars worth on insurance, but what is the point if I can't use the insurace? I should have send it with no insurance rather then with unsuable insurance. So, it says call the post office, which is too busy and they will call me back in hours. They want people to no use the insurance and give up. This process is like filling out a passport forum, so complicated that people give up in dispair. I actually lost a lot of money on the sale, if I refund half of the selling price, I already refunded half of the selling price on this doll due to an issue with the person not having a credit card. I can either refund out of my own money the 25 dollars and have a zero profit for this sale, and a lose due to seller fees or have her feel bad about it. So unfair. I will not sell on the global shipping program anymore. 

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Did the buyer file an INAD request and did you OK the return?

If it was shipped through the global shipping program, they or Ebay should refund for any damages

[coffeebean832]

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@carryflower wrote:

I had an item damaged that I sold on the global shipping program, I took it back to the post office with all the proof, they told me to file a claim online.

We're missing information about what happened before this.

• You sold an item through the GSP
• You shipped to the GSP hub in Kentucky
• They forwarded the package to the buyer's international address
• The buyer said it was damaged
• What happened next?
  • Did you pay for the buyer to return the item?
  • Did the buyer pay to return the item?
  • Did the buyer open a Not as Described claim through eBay?
  • Was this all done through messaging?
  • Did you receive the item back or does the buyer still have it?

Online my claim will be submitted because they can not decide if is global or dosemtic. I filed out both claims, it take hours and demands you fill out forums to the gills down to every possible detail, before and after pictures all the addresses, tracking numbers, you have to reduce the photos to 54 k and after all that, I still can't get the claim submitted to even get them to review it to see if they will accept it or not.

It sounds like the item was damaged between KY and the buyer's address. In this case the GSP is responsible for the claim, not you.

Luckily for me, the buyer already gave me positive feedback, but I hate to make the buyer feel bad, when I did ship prioprity mail which is supposted to have 50 dollars worth on insurance, but what is the point if I can't use the insurace? I should have send it with no insurance rather then with unsuable insurance. So, it says call the post office, which is too busy and they will call me back in hours. They want people to no use the insurance and give up. This process is like filling out a passport forum, so complicated that people give up in dispair.

I actually lost a lot of money on the sale, if I refund half of the selling price, I already refunded half of the selling price on this doll due to an issue with the person not having a credit card.

That doesn't make any sense. What does the buyer having a credit card have to do with anything? Why are you caving in to demands of partial refunds? This makes me wonder if the damage claim is even real.

I can either refund out of my own money the 25 dollars and have a zero profit for this sale, and a lose due to seller fees or have her feel bad about it. So unfair. I will not sell on the global shipping program anymore. 

We need more information to advise you @carryflower

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[carryflower]

No, she only speaks Dutch and she is not very good with computer. However, I believe I have now submitted the claim,  I did not see a submitt option, but I had to press review to make the submit button appear. This was not clear to me. If the refund me the 25 dollars, I will send it all to her because I feel sorry for her and I like to make people happy.

[papermoneyforme]

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@carryflower wrote:

No, she only speaks Dutch and she is not very good with computer. However, I believe I have now submitted the claim,  I did not see a submitt option, but I had to press review to make the submit button appear. This was not clear to me. If the refund me the 25 dollars, I will send it all to her because I feel sorry for her and I like to make people happy.

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From the Ebay mods

The information Trinton provided is accurate: our agreement with the shipping partner is that packages will be validated to ensure it can be sent internationally. If an item cannot be shipped internationally it is either returned to the seller or retained and destroyed/liquidated (depending on the specific reason, in cases of severe damage or hazardous material).

If an item arrives damaged, the buyer would use the regular process to open a return. We would work with the seller directly to resolve the issue. For example, if it is an item that has been damaged in transit we would ask the seller to accept the return, but the refund itself and return shipping would be issued by the Shipping Partner.

In all cases a return would not be sent back to GSP - it would be sent to the seller directly. Return shipping costs would be handled by the seller's return policy or appropriate Money Back Guarantee rule.

[tiramisu41]

@carryflower

The  reason why you encountered such a problem with filing a GSP insurance claim is because YOU don't need to file anything with the local post office.  In fact, USPS has nothing to do with such claims even if you sent the package via USPS Priority Mail.    The claim needs to be filed with the eBay Global Shipping Program (GSP) which is run by Pitney-Bowes.   

Below is how you should have dealt with the problem.  The BUYER is the one that needs to initiate the process and do the following:

-- Go to My eBay/Purchase History
-- Locate item that arrived damaged (Doll)

-- On right-hand side of screen select "More Actions"
-- Select "Return This Item"
-- In response to the "Why do you want to return this item?" question, select "Arrived Damaged"
-- In the text box labelled "Add Details (Required)": Be sure to mention package was shipped via eBay's Global Shipping Program (GSP) and though packaged appropriately, item arrived damaged/broken
-- In the "Add Photos" section, please add up to 10 photos of the damaged item/packaging

-- At the bottom of the screen click "Request a Return"

eBay's Customer Service department will review the Return Request and if the claim is approved, the buyer will receive a full refund for the cost of the item and shipping to his/her PayPal account.  You, as the buyer, will not be docked for anything.  Pitney-Bowes takes the loss.

For more information about how the process works, you also may want to see this thread:

https://community.ebay.com/t5/Selling/Process-for-Filing-a-Damage-Claim-via-GSP/m-p/26095610 

The international claim you tried to submit to the USPS will no doubt be rejected.  I wouldn't be surprised if the domestic one will be, too.

If you want to unwind this so that your buyer gets a refund and you aren't out the money, then the buyer needs to take the above steps.  If your buyer is Dutch, I find it unusual that she doesn't speak English.  English is as prevalent in Holland as Dutch is and students are taught both in school.   

But if that's the case, you have a couple of options you can suggest to her.  a) See if she can get a friend or family member who is more fluent to help her;  b)  You could always run your messages/instructions through an online translation program and then copy/paste that in your reply in order to try and get her to understand though sometimes they aren't 100% accurate.

But bottom line, both of you can come out whole on this deal if you take the proper steps to resolve it.  Hope this helps.  Good luck!

[missjen831]

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@papermoneyforme wrote:

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@carryflower wrote:

No, she only speaks Dutch and she is not very good with computer. However, I believe I have now submitted the claim,  I did not see a submitt option, but I had to press review to make the submit button appear. This was not clear to me. If the refund me the 25 dollars, I will send it all to her because I feel sorry for her and I like to make people happy.

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From the Ebay mods

The information Trinton provided is accurate: our agreement with the shipping partner is that packages will be validated to ensure it can be sent internationally. If an item cannot be shipped internationally it is either returned to the seller or retained and destroyed/liquidated (depending on the specific reason, in cases of severe damage or hazardous material).

If an item arrives damaged, the buyer would use the regular process to open a return. We would work with the seller directly to resolve the issue. For example, if it is an item that has been damaged in transit we would ask the seller to accept the return, but the refund itself and return shipping would be issued by the Shipping Partner.

In all cases a return would not be sent back to GSP - it would be sent to the seller directly. Return shipping costs would be handled by the seller's return policy or appropriate Money Back Guarantee rule.

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There is no return shipping on a GPS sale and damaged item. The GSP refunds the buyer and the buyer keeps the item.

[missjen831]

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@tiramisu41 wrote:

@carryflower

The  reason why you encountered such a problem with filing a GSP insurance claim is because YOU don't need to file anything with the local post office.  In fact, USPS has nothing to do with such claims even if you sent the package via USPS Priority Mail.    The claim needs to be filed with the eBay Global Shipping Program (GSP) which is run by Pitney-Bowes.   

Below is how you should have dealt with the problem.  The BUYER is the one that needs to initiate the process and do the following:

-- Go to My eBay/Purchase History
-- Locate item that arrived damaged (Doll)

-- On right-hand side of screen select "More Actions"
-- Select "Return This Item"
-- In response to the "Why do you want to return this item?" question, select "Arrived Damaged"
-- In the text box labelled "Add Details (Required)": Be sure to mention package was shipped via eBay's Global Shipping Program (GSP) and though packaged appropriately, item arrived damaged/broken
-- In the "Add Photos" section, please add up to 10 photos of the damaged item/packaging

-- At the bottom of the screen click "Request a Return"

eBay's Customer Service department will review the Return Request and if the claim is approved, the buyer will receive a full refund for the cost of the item and shipping to his/her PayPal account.  You, as the buyer, will not be docked for anything.  Pitney-Bowes takes the loss.

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The seller will have to contact customer service after the return request is opened. Or they can take a gamble and ask ebay to step in but usually the bots decide in the buyers favor and tell them to return the item to the seller.