Issues with "item not as described" ebay global shipping...need suggestions, have screenshots

[1971camaroguy]

Hey Everyone,

I sold some BRAND NEW sealed xbox games from this listing to a buyer in paraguay . I packed it very well and shipped it to the global shipping address in Erlinger Kentucky. Once it left there it took forever it seems like to get to the buyer. But it was delivered on Feb 8th.

https://www.ebay.com/itm/194757063566 

I get a notification this morning from eBay that the buyer says the item is not as described and wants to return them. Thier reasoning is the cases are warped.

He sends attaches two pictures that are hard to make out, but it looks like the cases are buckled, maybe could have been done in shipping.

But here's the kicker....they have been opened. And he's had them for over a week???  Lots of time to play and try out the games and possiby pirate them. Not saying that's the case, I just am curious if there was an issue why did he bust the shrink wrap and wait this long.

OK, so the issue is with the cases and not the discs...discs and artwork is fine.

Asking people that has dealt with this before what are my options? Listing said no refunds, to ask questions before purchase, I paid for insurance to get the package to Kentucky, but whatever happens after that is out of my hands. How would I even claim shipping damage at this point, I see no options available.

Right now I don't have an option to refuse the claim, so I don't want to slip up and click something that I don't fully understand.

I thought about offering a partial refund to pay for a couple of the cases, but I am not a eBay seller that sells to make money, I sell to break even and these were a pretty good deal to begin with for what you got and being factory sealed and unopened. 

Personally I wished the buyer would have messaged me as soon as they got the package, not opened it, and messaged me first before doing a not as described claim. I feel like they are being petty or something else at play here, like trying to finagle the system.

Any ideas to get myself out of this pickle? Anything I am missing that protects me as a seller using global shipping? Any way to file a damage claim after it has left kentucky?

Thanks in advance

[kensgiftshop]

---

@1971camaroguy wrote:

Asking people that has dealt with this before what are my options?

---

Accept the return and pay return shipping from their country or just refund the buyer.

You can try claiming shipping damage with the GSP, but that would be hard to prove.

[1971camaroguy]

So that's my options??.....if I pay return shipping it's prob going to cost a penny to get it back to me

And it's not really fair for the buyer to keep the games and get his money back..there's nothing wrong with the games..it was all factory sealed...he opened all of them and waited 10 days to file a not as described claim on a couple of cases

Isn't there some sort of seller protection on these kinds of claims? Shouldn't GSP assume some of this? Because I didn't ship to the seller, I shipped to an outfit in kentucky and paid etxra insurance to get it to that location.

[48hrs-clothing]

Sorry to learn that you have this issue.

I note that shipment was through GSP ( Global shipping) and in my experience it is GSP that should deal with this but the problem you have is that case is opened as item not as described and buyer should have opened case stating reason" Arrived damaged". 

Please consider contacting eBay's CS through Help& contact/ contact us/ Chat/ Call back and follow steps and they will be able to look at the case details and may be able to help you. I hope this happens and you don't have to do any of the following.

I shall deal with the question of return case first.

You have 2 options only.

1: Accept  the return case and through the case itself message the buyer to find out return postage cost and to advise this amount to you.

2: Issue a full refund now and your buyer keeps the item and you will get your final value fees that were paid to eBay back.

If you do not do the above then at the expiry of " You must respond by" date shown on the case buyer can ask eBay to step in and this will result in a full refund being issued to buyer without him returning the items and I understand you DO NOT get you final value fees paid to eBay.

In addition and after you have accepted return I would message the buyer asking him if he would accept a partial refund that would allow him to purchase 2 cases that are not warped. 

In my experience cheapest option for you would be a partial refund.

As far as items getting damaged in transit is concerned this is always sender's liability and it is you who has to deal with GSP.

Hope this helps and you find a satisfactory solution.

[1971camaroguy]

Thanks, I guess at this point I will reply and offer a partial refund. I was already selling these at a discount to begin with, especially being new before he opened all of them.

It looks like you can buy 5 replacement cases for around $10 on eBay, they aren't that expensive and that should make the buyer whole. So I will offer that as a refund. That seems fair.

[48hrs-clothing]

Buyer has  up to 30 days from receipt of goods to raise any concerns and or to open return cases.

I would keep it very simple that buyer has the right to receive goods he/ she ordered and if goods received are damaged in any way then this is seller's responsibility and in buyer's view cases are an important part of the item he purchased.

I am a seller and after more than a decade of selling of eBay and other platforms I have come to realise/ accept that it is in my own best interest to simply read and understand eBay's money back guarantee for buyers .  

Opinions are not considered by eBay and other platforms.

Your statement that cases were NOT warped when sent will not be accepted or considered by eBay and or GSP  on the basis that they did not check this.

Hope this helps.

[1971camaroguy]

I understand that my statement that the cases were not warped when I sent them will not be accepted....but I also don't have any shipping protection once it leaves Kentucky it seems.

Because if this was a transaction done soley in the USA I could work with the buyer and file a damage claim to at least recoupe the funds back for myself.

That's how a company did for a car console I ordered a while back online, they had me send them pics of the box and damage so they could file with the shipper...they refunded me and they got thier money back from the shipper.

It seems I don't have that option with global shipping, I guess they don't inspect packages and make sure they are insured once they leave kentucky?

Doesn't matter I guess, I'll offer the partial refund and go ahead and quit doing business on eBay as a seller, it's been a long time coming and I don't do this as livable income, I'm just trying to sell some things I have and break even. Anytime I have a claim, it comes out of my pockets because I don't make a profit on anything I sell.

Thanks for your input, it's been helpful

[kensgiftshop]

---

@1971camaroguy wrote:

Shouldn't GSP assume some of this?

---

The GSP only covers lost items and items damaged during shipping.

If the cases were sealed, you don't know what condition they were in. I've bought new disk and once the wrap was taken off, the cases were warped.

Buyers have 30 days from time of receipt to file a claim.

[48hrs-clothing]

Re: GSP

You do have protection on goods damaged in transit when sent through GSP.

I have personal experience of this an overseas buyer in Portugal claimed that some quite expensive items I sent were received damaged and he opened a return case on eBay.

I contacted eBay's customer services who sent a message to GSP and a few days later I received notification that case is closed and buyer has been refunded by GSP.

I am sorry that you have faced this stressful situation and should you list again then you may consider not showing visibility to overseas shipper by making sure that you exclude International shipping part when you list.

[1971camaroguy]

Thanks, yeah I am done with global shipping...it's not completly fool proof for the seller. And I do feel, and soley my opinion that some (not all) overseas buyers are aware of loopholes and ways to take advantage.

Most sellers do not want to pay the costs to send the item back so they issue a refund, and I think some of these buyers know that. I am finding this out the hard way.

[spreadlovelikefire]

I would call eBay and see what they say about GSP before you offer any type of partial refund.  They may see it as damaged in transit as they are the ones who received it and then sent it to them.  

[1971camaroguy]

I may have screwed up, I offered a $10 refund already to replace the cases. I'll wait and see if he accepts it or not. If he doesn't I'll contact eBay and see what my options are with GSP at that point.

[d-k_treasures]

---

@1971camaroguy wrote:

I may have screwed up, I offered a $10 refund already to replace the cases. I'll wait and see if he accepts it or not. If he doesn't I'll contact eBay and see what my options are with GSP at that point.

---

He probably will accept, considering he actually said in the case he didn't want to return the items, he just wanted you to know that a couple of them arrived in that condition.

He may have no clue as to what he started, thinking it was just a message to you.

[casuallyattractive]

@1971camaroguy 

I would give him a partial refund of like 1$

He said that he didn't want a refund he just wanted you to know some of the cases are bent.

[1971camaroguy]

He refused the partial refund, I message him back asking what was the problem with that? That this would have bought him new cases and fixed the issue. I asked him if the box was damaged and could he send me pictures of that so I can contact eBay and file a damage claim, and asked if he opened all of the games already?

I undertand there is going to be a language barrier with translation...but I get this reply:

"Dont worry so much friend have a good day"

That's it, nothing else.  According to eBay if he doesn't end the claim on his own by the 17th, he's going to get a refund either way correct? Or will eBay review the claim first?

BTW...buyer has been a member since March 2021 with 64 feedback, and one negative left calling somone a scammer.