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?

[missjen831]

No problem. I would probably come back here and tag Trinton if your next phone call is unsuccessful, or if they won't get you a supervisor. Good luck!

[bens94z28]

Who is Trinton? What is his screen name?

[missjen831]

Its Trinton@ebay, I'll go ahead & tag him now in case his assistance is needed later 🙂

@AnonymousThis seller may need some help, thank you 🙂

[bens94z28]

Ok, I just called CS back and the rep conducted a "brief investigation" and concluded that since the return request was initiated on the eBay Germany website, that it had to be handled by eBay Germany, and that my case would be referred to them. He stated I should expect to be contacted within 24-72 hours. I referenced the GSP Seller Protection policy, and that according to that policy, the case should be closed. His response was that that was a "best case scenario." 

I have no idea what to do at this point.

[missjen831]

OMG. When I was browsing my links looking for threads to help you, I came across this very situation on this thread https://community.ebay.com/t5/Shipping-Returns/Global-Shipping-Program-you-are-not-going-to-believe-.... I guess all you can do now is wait for the email and hope Trinton is available soon!

[bens94z28]

Yikes... well hopefully Trinton can intervene. 

[Anonymous]

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@bens94z28 wrote:

Ok, I just called CS back and the rep conducted a "brief investigation" and concluded that since the return request was initiated on the eBay Germany website, that it had to be handled by eBay Germany, and that my case would be referred to them. He stated I should expect to be contacted within 24-72 hours. I referenced the GSP Seller Protection policy, and that according to that policy, the case should be closed. His response was that that was a "best case scenario." 

I have no idea what to do at this point.

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When an item is sold throught the Global Shipping Program and damage occurs in transit, a seller just needs to escalate the case and we will hold our third party shipper accountable for a refund. While am unable to take any action on a case through our eBay.de site, I can make sure this was referred appropriately so that you receive a prompt response! If you have the option of escalating the case yourself, you are welcome to do so and our Customer Service team in Germany will review for appropriate action.

[bens94z28]

Late yesterday afternoon I received a response from eBay that the case was closed and the hold on my funds was released. Thanks for your help and prompt response.