eBay

notredamemom2013 · ‎06-17-2019

Good morning,

I do not sell a lot via the GSP, but like how easy it is. I sold a vase to a customer in China.

The vase was about $400. I had it packed by a shipping service due to the size, 19" and the price.

We the buyer received the vase and messaged me that it was broken.

I asked him to open a return in ebay so we could handle the refund.

He opened the case in pay pal and I am not sure where to go from here. I have asked 3 times for him to open the case in ebay and he say there are technical issues.

So where do I go at this point?

Thank you to all of you veteran sellers out there that might help me out with this.

scga912 · ‎06-17-2019

Now that he's opened the case in PayPal, he cannot open one in eBay.

You're going to have to call eBay Customer Service. You would've had to call them even if they had opened the claim on eBay.

- Suzanne -

orangehound · ‎06-17-2019

@notredamemom2013 wrote:
He opened the case in pay pal and I am not sure where to go from here. I have asked 3 times for him to open the case in ebay and he say there are technical issues.
So where do I go at this point?
Thank you to all of you veteran sellers out there that might help me out with this.

First, eBay is out of the loop here because the buyer opened the claim in PayPal. You will be working through their resolution and refund processes.

Second, a broken item is eligible for a refund of the purchase price and original shipping. Your buyer has to return it at their expense with trackable shipping ... unless you choose to refund without requiring return shipping.

Third, (in hindsight for you) it is not a good idea to sell breakable items internationally ... and most expensive items are not a good idea to sell internationally.

dtexley3 · ‎06-17-2019

You and the buyer need to both contact eBay and point out that this is a GSP shipment. eBay's shipping partner is responsible for breakage and is responsible for refunding the buyer NOT YOU.

Member of the Grumpy Old Man crew

dtexley3 · ‎06-17-2019

@dtexley3 wrote:
You and the buyer need to both contact eBay and point out that this is a GSP shipment. eBay's shipping partner is responsible for breakage and is responsible for refunding the buyer NOT YOU.

Sorry that should have read PAYPAL. GSP is the responsible party in this case and if you get a knowledgable paypal rep they should be able to help you out.

Member of the Grumpy Old Man crew

notredamemom2013 · ‎06-17-2019

Thank you very much for this info. I will contact them at once.

orangehound · ‎06-17-2019

@dtexley3 wrote:
@dtexley3 wrote:
You and the buyer need to both contact eBay and point out that this is a GSP shipment. eBay's shipping partner is responsible for breakage and is responsible for refunding the buyer NOT YOU.
Sorry that should have read PAYPAL. GSP is the responsible party in this case and if you get a knowledgable paypal rep they should be able to help you out.

GSP is the responsible party if this were an eBay claim ... PayPal does not have any seller protection for reshipping services.

zanadoo_56 · ‎06-18-2019

Third, (in hindsight for you) it is not a good idea to sell breakable items internationally ... and most expensive items are not a good idea to sell internationally.

I have bought breakable items from overseas (I am in Australia) and the best packaging I have ever seen (and one I recommend for sellers to use) was used by a Canadian seller for a Wedgwood item I bought.

My purchase was firstly wrapped in bubble wrap and paper and placed in a cardboard box, with no chance of movement inside. The box was sealed then it wrapped in another triple layer of bubble wrap, then the whole lot placed in another (thicker corrugated cardboard) box. It was then sealed, addressed and posted. With all that cushioned packaging it arrived safely with not even a dent in the outer box.

It was so successful that some years later I took a chance and asked an interstate seller who had listed a rare item I wanted as pick up only, to consider accepting a bid from me if she would wrap the item as I suggested if I won....and I would pay whatever extra postage charges it caused. The item was much bigger than my Canadian purchase, much more expensive and also more fragile. She agreed, I won the item, the postage was less than we both expected though she had followed my double wrapping suggestion to the letter (bubble wrap doesn't weigh much I guess). My item arrived a week later safe and sound.

I imagine all that kind of care in packaging would be wasted if you used the GSP as I understand they repackage items, but for buyers like me who hate the GSP and for sellers who are willing to forgo GSP for overseas sales, this kind of packing worked for me and is definitely worth considering, whether posting fragile items locally or internationally.

be_4101 · ‎06-18-2019

You're being misled @notredamemom2013 as PayPal DOES NOT have any seller protection for reshipping services. In fact, we've already been toed in no certain terms:

trinton@ebay wrote:
PayPal is absolutely able to hold the third party shipper accountable for loss or damage in transit in the same way that eBay is. The purchase is clearly flagged as a Global Shipping Program sale in the PayPal transaction details and while mistakes can happen, PayPal can resolve this for a seller and hold the third party shipper accountable.

notredamemom2013 · ‎06-18-2019

Thank you for that.

Yes I am rethinking the whole thing since I sell mostly fragile items.

notredamemom2013 · ‎06-18-2019

Yes and thank you for that.

I spoke to both ebay and paypal yesterday and am feeling somewhat better. They see that it is a GPS and understand how to handle the claim. Ebay sent to buyer an email directing them also how to handle the claim. Feeling somewhat better today. wheww.

You all all amazing and helpful on here. I forgot about the community and need to keep up in it going forward. I am going to check on this case again after work. I will keep you all posted. It may help someone else also. Thank you again,

orangehound · ‎06-18-2019

@be_4101 wrote:
You're being misled @notredamemom2013 as PayPal DOES NOT have any seller protection for reshipping services. In fact, we've already been toed in no certain terms:

trinton@ebay wrote:
PayPal is absolutely able to hold the third party shipper accountable for loss or damage in transit in the same way that eBay is. The purchase is clearly flagged as a Global Shipping Program sale in the PayPal transaction details and while mistakes can happen, PayPal can resolve this for a seller and hold the third party shipper accountable.

Let me state four things ...

PayPal's seller protection policy has no clause in it like eBay's for forwarding, and there is no mention of the Global Shipping Program.
If you look at PayPal's Shipping Page, you will see the following sentence: "Do not use your customer’s shipping company when mailing orders. Packages can be rerouted by the customer to other addresses after shipment and won’t be covered by Seller Protection." The GSP is a "rerouter".
PayPal and eBay are separate companies ... and there is a lot of tension between them at the moment since eBay is getting rid of PayPal as a primary payment processor.
The quote you gave above is from a situation that is similar, but not exact. Now, from what Trinton wrote, I would assume there must be some back-channel (hidden) policy that exists between PayPal and eBay for GSP purchases ... that's great, I didn't know that ... but because PayPal does not publish a policy with respect to the GSP (and specifically says that forwarding is not covered), navigating such a claim through PayPal is going to be challenging at best. But, maybe what Trinton is implying is that GSP will cover this loss somehow for you (like an insurance claim), but if PayPal doesn't handle it for you, then you might have to work with eBay/GSP.

pjcdn2005 · ‎06-18-2019

GSP claims should be handled the same way through PP as through eBay in most cases. If the item was forwarded by the gsp and is received broken the gsp is deemed to be responsible and they are the ones to refund the buyer, not the seller. Sometimes a PP rep has to be prodded and reminded that the gsp is responsible but the same can happen in an ebay/gsp claim case. It has always been like that though the odd time there have been exceptions, usually because a credit card chargeback claim was opened rather than an item as not described claim. I'm not saying I agree with those exceptions but they have happened.

pjcdn2005 · ‎06-18-2019

@be_4101 wrote:
You're being misled @notredamemom2013 as PayPal DOES NOT have any seller protection for reshipping services. In fact, we've already been toed in no certain terms:

trinton@ebay wrote:
PayPal is absolutely able to hold the third party shipper accountable for loss or damage in transit in the same way that eBay is. The purchase is clearly flagged as a Global Shipping Program sale in the PayPal transaction details and while mistakes can happen, PayPal can resolve this for a seller and hold the third party shipper accountable.

The quote you gave shows Trinton saying that Paypal does hold PB accountable to pay the claim in the same circumstances that eBay would require them to pay the claim so I'm not sure why you think that the seller is being misled.

It isn't the same situation when you are comparing a buyer choosing their own forwarder vs a seller choosing to ship using the gsp. In the latter situation, there is some seller protection for an item not as described claim...the same that ebay would provide.

notredamemom2013 · ‎06-18-2019

Well just got home from work and the buyer escalated this to a claim. He stated I refused to give a refund and would not answer the emails. Well, I responded to the claim and attached about 20 emails between the buyer and myself.

I just do not understand some people any more. Ughhh! Not sure what the out come will be, but hoping if I have to refund them I can get my money back one way or another. You follow the rules and what does it get you?

Thank you all again, will keep you posted.

Also thanks for the great information. I wished the GSP was broader with the information about the program and made it a little bit easier to understand.