Lost package through eBay global shipping program - PayPal refunded buyer

[fluxequalsrad]

I sold a new item for close to $100 through ebay's global shipping program. The item was delivered to eBay's global shipping center in Kentucky, and they shipped it to Canada using a courier I'd never heard of before (not USPS or Canada Post).

According to the buyer, after attempted delivery, they left the package in an unusual location at a florist very far from the buyer's residence. By the time the buyer was able to make it in person to pick it up, they were told the item had been returned, however the tracking still indicates it is being held (as of October 2 with no updates since). It seems it was either lost or stolen from the florist who was holding the package.

eBay told the buyer they need a police report to be eligible for buyer protection under the circumstances and denied their claim. So the buyer opened a dispute with PayPal, and PayPal refunded them because I don't have tracking showing it was delivered to their address in Canada - even though the address in the PayPal payment I received listed the Erlanger, Kentucky address and I have tracking showing delivery to that address. I called and explained the situation to PayPal customer service to appeal their decision, but they told me the GSP seller protection does not apply to PayPal.

eBay customer service also told me the GSP seller protection only applies to disputes opened on eBay not PayPal. If this is true, the GSP seller protection is worthless and I won't be using GSP going forward. eBay should stand by their GSP seller protection policy, but customer service said it's not possible for them to refund me. They should have just refunded the buyer in the first place, instead of asking them to file a police report, which I think is unreasonable. I would appreciate input on whether there is anything else I can do at this point, or if this is indeed standard practice for GSP.

[pink.fish.rule]

So sorry.

Unfortunately this isn't the first time I've heard of ebay not having a seller's back with a GSP issue filed through PayPal.

[gwzcomps]

I had several issues with eBay not honoring GSP protection before I opted out of it. Nothing like this though. Not surprised eBay is screwing the seller like this. So much for "all you have to do is get the item to our fulfillment center".

[ten_o_nine]

Skip all of this, call paypal and tell them you sent the package to the address they provided you in KY, and that it was delivered and that's where your obligations end with paypal. 

Paypal will reverse the decision, restore the payment, and forward the claim to eBay's GSP claims.

[pink.fish.rule]

Unfortunately only true if it's an INR or an UAC

[ten_o_nine]

After the item leaves KY, it's a GSP problem not paypal's and they will close the case and forward to ebay GSP claims.

[fluxequalsrad]

I did that already, and unfortunately they think the package needs to be delivered to the buyer’s address in Canada. I explained it was a GSP sale and provided delivery confirmation to the Erlanger, Kentucky address listed in the payment. PayPal doesn’t care and is unwilling to reopen the case unless I have proof of delivery to the Canadian address.

[ten_o_nine · Accepted solution]

@fluxequalsrad

Don't give up, call back and ask to speak to a supervisor, They will reverse, they have no choice, you shipped to the address they asked you to ship to, you would lose if you shipped to Canada. I've had 3  decisions reversed by paypal in the last 6 months and one of them the buyer claimed empty box on a $650 item.

[pjcdn2005]

I would talk to PayPal again as well.  Seller protection for the gsp is supposed to be the same on eBay and PayPal plus it doesn’t make sense that you are responsible for delivery to an address that was not given to you by eBay or PayPal.  

I have heard of a few problems with the company that PB started using in Canada for gsp deliveries so hopefully they are or will soon be using someone else.

[fluxequalsrad]

An update: PayPal refunded the buyer at no charge to me due to the "unique circumstances" of the case, however it took much more time than I would have liked to get to this outcome. 

eBay was not very helpful - since the item was not delivered and then went missing instead of being sent back, I really think they should have just refunded the buyer before it was taken to PayPal. This is what they sent me: 

"When it comes to eBay you are correct we do have the Global Shipping Protection for these type of issues. The only issue we are having at this point is the PayPal case. If a buyer chooses to go through PayPal it would be between the seller, Buyer and PayPal at that point. We can only open a case for an item that does not already have a case open for it whether that be on eBay of PayPal. Once our system detects a PayPal claim it automatically voids any option we have of sending funds to either account. PayPal is more like a financial institution so their claims take priority over ours. I would recommend appealing the decision and providing them the information of the tracking showing arrived in Canada."