Broken seal? Now customer in Saudi wants to return.

[iqthrifty]

I have been selling for few years on eBay. I understand the pros & cons of shipping item internationally.

If anyon can help me out in this situation, I would be really grateful.

1. Item for sale: Refubished Canon Camera in a SEALED box (Refurbished by Canon).

2. A customer in Saudi Arbia made purchase.

3. The item was shipped using eBay Global Shipping.

4. The customer received the camera and now wants to return the item.

5. Stated reason: When I receive the packet the seal was in opened condition and the camera is in out of its wrap/ cover. So, its failed to meet the description as you wrote in the listing. I strongly believe this camera is used one after bought from canon(refurbished) as the packet was in open condition.

My questions:

1. I shipped the item in a sealed condition. Who could have opened it? Saudi custom?

2. Is there anything I can do? Should I fight this? 

3. If I accept the return, who is responsible for return shipping & custom fees?

Thanks & I am open to all suggestions and recommendations.

[lintbrush*]

I'd call eBay and let them know it was a GSP sale, was shipped sealed, and that GSP opened the item to re-pack it and would therefore be responsible for the not as described.

[iqthrifty]

I just got through talking to eBay. They asked me to ask the buyer to upload some pictures. They assure me things will be taken care of. I will keep updating if this thread is helpful.

Thanks.

[dbmm-media]

using GSP is pretty safe. as long as it makes it to kentucky your good. 

[emerald1830]

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wrote:

I just got through talking to eBay. They asked me to ask the buyer to upload some pictures. They assure me things will be taken care of. I will keep updating if this thread is helpful.

Thanks.

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Make sure YOU are the one on top of this!! Not them! 

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[mg152]

“They” need to make the process easier if they want us to use GSP.

[jasperscouture]

Just curious, are you able to see the tracking once it left KY? 

[jasperscouture]

https://pe.usps.com/text/imm/ps_023.htm#ep1622295

Here is the list of prohibited and restricted items that can not be brought into Saudi Arabia.

If I am understanding you correctly, the box was sealed shut? The seal of the box was broken/opened after you shipped it? 

Bitney Bowes takes the responsibilty for contents of box because they fill out the customs forms. And, yes, sometimes they have to open a package to make sure that contents are secure or there isn't anything in the box that violates the country's list.  I don't think Pitney Bowes would see it as an intentional move to include something that was not stated in the listing. Maybe there was concern that there was film in the camera? 

Is there anyway you could speak with the buyer and ask if you could see what the package looked like when it arrived? Additional tape, etc...... (Different than the way you shipped it)

You can think of Bitney Bowes as being the International Customs Facility.  Maybe you could start up a conversation with your buyer explaining that it was sealed when shipped but, very well could have been opened for inspection. I think Saudi has strick rules regarding their Islamic Faith and photos of certain things would not be welcomed. Making sure there was nothing in that box by accident protects Bitney Bowes, The Carrier and The Buyer.  If something arrives which is not welcomed, the Buyer is now in possession.  That puts him or her in a stickly situation.

Do you have the reference number for this transaction? If you printed the label from eBay it would be on The Online Label Record.  I honesty think these were security measures taken to ensure a smooth transaction and not upset The Kingdom.  If there is any way you could have that conversation with your buyer it might relieve some of the mistrust he has right now. 

[jasperscouture]

I forgot to mention that certain marketing photos might not go over that well either.

[laylajames9]

They could have been checking for a Lithium Ion battery. I don't know about Saudi Arabia but there are many areas that you can ship that kind of battery if it's enclosed in the electronic device, but not if it's separate in the package.

Call eBay and ask to speak with the GSP department if there is a claim open.