Return Request and the Global Shipping Program

[bens94z28]

On 11/25/17 I sold a video game to an overseas buyer. On 12/6/17 the buyer sent a return request citing the reason as it was received damaged. I sent him a message (through the return request system) asking him for more info. I asked him if the game worked and he said yes it does. He stated that the game box was damaged in the process of shipping. I stated that since the game worked, I would be open to a partial refund, but that he needed to upload photos showing the damage first. I sent that message on 12/6/17 and he has not responded since. I have sent 3 follow up messages, and he has not responded at all. I called the resolution center today, and they told me that since it was a global shipping program transaction, the request will not be escalated and stay open for 30 days. The rep told me to send another message to the buyer. I did (today) and as of this post, he has not responded (surprise). 

I just think that it's absolutely ridiculous that buyers can do this. They can open a return request and just sit on it while our money is being held. This is completely unfair. 

Has anyone delt with this situation before? What was the outcome?

[thallidguy]

Is your money actually being witheld from you?

I was under the impression that once you got the item safely to the GSP center in Kentucky, everything from then on out was the GSP's responsibility. Is there an actual dispute filed against you?

[bens94z28]

Yes my money is being withheld. It's just like a normal return request, where the money is held in limbo until the two parties reach some sort of agreement, or it's escalated. 

I'm not sure about a "dispute" - it's just the return request.

[dtexley3]

@bassileid5 Do you have any advice for this Seller?  In this case the outer package of the item was (supposedly) damaged in shipping. 

GSP may have repackaged the item without the sellers knowledge and caused damage, the international carrier, customs, the end delivery service all may have caused it,

OR (more likely)

the item is not damaged at all and the buyer knows that return shipping costs are so high they will likely get to keep the item for free.

This is just one of the issues/scams that eBay needs to have an effective support system in place to help sellers deal with.

[bens94z28]

I have a suspicion that's it's the latter.

So how would he get to keep it for free?

[missjen831]

---

@bens94z28 wrote:
I have a suspicion that's it's the latter.

So how would he get to keep it for free?

---

@bens94z28 The GSP doesn't take items back, they simply refund the buyer. The Gsp is responsible for damaged items so the buyer if they haven't already needs to open a return request a damaged item and then you get to call eBay and point out that it was a GSP sale and they need to close the request in your favor while refunding the buyer out of ebays pocket. 

[thallidguy]

---

@missjen831 wrote:

---

@bens94z28 wrote:
I have a suspicion that's it's the latter.

So how would he get to keep it for free?

---

@bens94z28 The GSP doesn't take items back, they simply refund the buyer. The Gsp is responsible for damaged items so the buyer if they haven't already needs to open a return request a damaged item and then you get to call eBay and point out that it was a GSP sale and they need to close the request in your favor while refunding the buyer out of ebays pocket. 

---

That's what I thought — that the GSP is supposed to take on the liability, not the seller — providing the item arrives safely at the Kentucky shipping center.

[bens94z28]

The eBay rep I spoke with today acknowledged it was a GSP transaction. She stated that these aren't escalated, and that nothing can be done until 30 calender days. That seems strange. I think the fact that he isn't responding tells me he knows a lot more about the system than I do. I can't believe that eBay allows buyers to do this. 

One thing I'll say, and I could've misintrepreted, but she seemed to indicate that he still has to prove it was damaged. 

[siayan]

If the package was damged during shipping then a return request should have been opened for that. GSP would  handled it from there. It is not the sellers responsibility to do anything. 

If the package was damaged before it was shipped then it would be a not as described. CS should have told you taht. 

The hard thing about this is there is no way to contact GSP to make sure they are taking care of it. I would call CS and make sure it is being handled by GSP.

[missjen831]

---

@bens94z28 wrote:

The eBay rep I spoke with today acknowledged it was a GSP transaction. She stated that these aren't escalated, and that nothing can be done until 30 calender days. That seems strange. I think the fact that he isn't responding tells me he knows a lot more about the system than I do. I can't believe that eBay allows buyers to do this. 

One thing I'll say, and I could've misintrepreted, but she seemed to indicate that he still has to prove it was damaged. 

---

---

---

Once again customer service is WRONG. They need to close the request NOW. The buyer received the item damaged. There is NO 30 day wait. These cases are escalated right away. Its entirely possible the buyer knows how the GSP works and that its easy to get a refund & keep the item since the GSP doesn't ask for the item back.

[missjen831]

---

@siayan wrote:

If the package was damged during shipping then a return request should have been opened for that. GSP would  handled it from there. It is not the sellers responsibility to do anything. 

If the package was damaged before it was shipped then it would be a not as described. CS should have told you taht. 

The hard thing about this is there is no way to contact GSP to make sure they are taking care of it. I would call CS and make sure it is being handled by GSP.

---

Incorrect. Because the return request is opened against THE SELLER not the GSP. The GSP has no access to the request either. The resolution center bots don't pickup that it was a GSP transaction. The seller has to follow up with customer service after the request is opened.

[threshold.sales.group]

Op, I would not trust the claim by the c-s agent that the request can't be escalated (or even the 30 day time frame). That sounds like wrong advice.  Letting it sit is dangerous. You'll need to call c-s again and ask for a GSP specialist. Point out that the item was damaged in shipping and is the responsibility of GSP, plus have the case closed in your favor at the same time.  Otherwise, you'll end up refunding 100% of price or paying the buyer for retail shipping back to the US. 

[bens94z28]

---

@missjen831 wrote:

---

@bens94z28 wrote:

The eBay rep I spoke with today acknowledged it was a GSP transaction. She stated that these aren't escalated, and that nothing can be done until 30 calender days. That seems strange. I think the fact that he isn't responding tells me he knows a lot more about the system than I do. I can't believe that eBay allows buyers to do this. 

One thing I'll say, and I could've misintrepreted, but she seemed to indicate that he still has to prove it was damaged. 

---

---

---

Once again customer service is WRONG. They need to close the request NOW. The buyer received the item damaged. There is NO 30 day wait. These cases are escalated right away. Its entirely possible the buyer knows how the GSP works and that its easy to get a refund & keep the item since the GSP doesn't ask for the item back.

---

So should I just keep calling CS until one of them gives me this answer? Why did she tell me to send the buyer another message asking to upload photos of the damage?

[missjen831]

Yes call back. Here's the policy they need to know--http://pages.ebay.com/help/sell/shipping-globally.html#protected

This thread is old but it has responses from bennett who is/was an ebay blue involved with the GSP https://community.ebay.com/t5/Archive-Shipping-Returns/Global-Shipping-Program-damaged-my-item/td-p/...

This one is bit different than your situation but its an item damaged by the GSP and it was resolved the way it was supposed to be, in the end https://community.ebay.com/t5/Shipping-Returns/Ebay-Global-shipping-Item-arrived-damaged-Please-help...

This thread established the correct procedure is to have the buyer open the request and it also established that despite being told in a weekly chat that that is all that needs to be done and that "no seller needs to call ebay", it was established that yes, the seller needs to call https://community.ebay.com/t5/Selling/Process-for-Filing-a-Damage-Claim-via-GSP/td-p/26095610 There are many threads where the seller failed to call after the case was opened and ebay sided with the buyer and told them to return the item with a buyer because as I said, the BOTS are usually not capable of picking up on GSP transactions.

[bens94z28]

Thank you that's very helpful. If the CS person gives me the same response, should I ask to speak to a supervisor, or just hang up and call back?