Negative feedback from Global Ship Program - Ebay says they protect seller.

[housekat99]

I sold an item to a buyer in Italy via the Global Ship program.   Sent it to Kentucky  10/21.    Followed the tracking and also ebay messaged me it was delivered Nov. 4th to Italy.  Did not hear from buyer which is not unusual.  What is unusual is the buyer hit me with a not-so-nice negative two days ago, saying item arrived damaged, they wrote and sent pictures and I never even said I was sorry.    Good point BUT I never received any message, from either buyer or Ebay that item was damaged.  So Global Ship program policy says they protect  seller from negative feedbacks if item is lost or damaged.  I contacted the buyer and explained I never got the message.  They now claim they cannot resend the picture or message.  So I offered buyer a refund, can they please revise the feedback, but no reply now.  I also made an insurance claim but can only maybe get the item value, not the shipping which is the larger expense.  I will try contacting Ebay again tomorrow, today at 3 pm they were closed.  This is frustrating since I just had a year's unfair negative finally disappear.  Has anyone ever had unfair feedback removed?

[downunder-61]

Just let it go, reply politely to the buyer in the feedback - ''So sorry I did not receive a message, have offered to refund but not heard back.  Reply in English so other buyer's can read it..........

The neg may be removed as the item was fine, but not sure on that

GSP provides $$ protection, not feedback protection

[tryno2]

I ran it through a translator program, seems to say the package was broken not the item.  Based on what I see I don't understand why they gave you a negative.  

The item arrived very quickly despite being an intercontinental shipment, in an intact but broken package.

[gwzcomps]

It has been a while since I have used GSP.  I think those protections only applied when a case was opened.  It may have changed though.  Even if you aren't protected by GSP you have your Top Rated Seller protections.  IMO your best option may be to have them open a case for their money back.

[reallynicestamps]

Damage in transit is covered by GSP.

You as the seller are not responsible.

No refund is necessary.

Google Translate (and Babelfish ) are very useful tools.

[inhawaii]

GSP is responsible for the damage, not you. 

Once the package reaches the GSP hub in KY, you are covered. 

No refund or apology necessary.

Negative feedback due to GSP shipping damage should be removed by ebay.

[housekat99]

In another message, they said the item was damaged but did not contact Ebay, just me, the seller.   It states plainly in the GSP policy that the seller is covered from negative feedback if item was damaged.  I do not want to live with this negative, but will add a reply if I can't have it removed.   Thanks for your help.

[housekat99]

Thank you.  Now if I can get Ebay to remove the negative!

[dogchow747]

@housekat99  said:

"I do not want to live with this negative"

I have another account, I used to sell internationally.

I had an item (YIG oscillator) get stuck in customs and was delayed.

You ask, What the heck is a YIG oscillator? (Voltage controlled microwave signal source)

Customs wondered that too... It took 32 days for delivery. Buyer was furious, thought I scammed them.

Had all of the paperwork...yada, yada, yada.

Got a negative. 1000+ feedback never a issue.

It did not matter. Your feedback is solid.

Keep doing what you do, and give a nice response with an apology.

Not the end of the world.

[onnius]

Hate hearing stuff like this, hopefully you can get it removed. Maybe try messaging the eBay for Business group on Facebook.  They're very helpful. 

Just one more reason I don't use GSP. Before I knew better, I had foreign buyers leave me negative feedback to complain their shipment "took a long time", even though Kentucky always had my packages within two days.  And then it required significant energy trying to claw the feedback back off, burning time on the phone with multiple CSR's telling me "well that's just the buyer's experience, it's their right to leave it".  SMH.

[evelyb30]

This one of the few times a seller has any protection from eBay.  

[housekat99]

You are right of course.  Thanks for the wise words.   Hope you're still selling those oscillators!

[housekat99]

An update, I finally talked with an agent on Tuesday and the conversation was difficult because she spoke softly and swiftly but ended her saying they would remove the feedback, it would take 24 hours.  Well - ha ha on me.  They removed what the buyer said, but not the negative.  I think it's worse now, people will see the negative and say what?  I have contacted Ebay again by email but think I will just have to make a reply and wait a year for it to go away.   Sigh.

[housekat99]

Update,  I have finally had the negative feedback removed.  An agent sent a nice email explaining how he reviewed the entire transaction and removed the feedback for me.  I was surprised but happy.  I have enjoyed the GSP program for a few times, much easier to have the customs forms etc. done, and I was pleased to see that Ebay honored their policy of removing any negative feedback attributed to the handling during international transit.   Thanks to all who sent me encouraging and sympathetic words!

[iart]

Are you thinking that GSP negatives are removed automatically? Did you contact eBay, explain, and ask for it to be removed and for the buyer to be compensated?

Why would anyone use GSP if not for these protections? Simply to cost buyers more?