Buyer is claiming I sent him a totally damaged item, when it's not possible (see details)

[shahid504]

Hi guys, so I listed this item on eBay: https://www.ebay.com/itm/254316442362

As you can see, this item is made of metal frame and is very durable. I sent this item 100% in the condition I listed in- it's exactly the same as the photos I attached.

So a buyer bought it from Switzerland, and he's telling me the item is very badly damaged. He even gave me photos, and from the serial number, I can confirm it's mine. 

Here's the message: https://prnt.sc/oyu59s

Now, normally I would assume something happened with the shipping. HOWEVER, let's take a closer look at the photos.

Look at these: https://prnt.sc/oyu5sc

https://prnt.sc/oyu6az

https://prnt.sc/oyu6oe

There is NO way the shipping could have damaged it like that. It looks like it has been straight up cut with an axe. Not only that, I sent it in strong packaging as well. For the item to be damaged this bad, the packing would have to be totally wrecked. This guy never sent the pictures of the packaging.

Also, this item can easily has its parts swapped out, so I'm not sure if he swapped out the body but kept the bottom plate of the serial number for the photos. He hasn't sent me a photo of the front of the item either.

If we also look at the message itself, we can see the guy just started on eBay as he has 0 feedback. Not only that, the tone of the message looks like it is a copy-paste message this guy has planned out.

Now, what should I do? This guy is in Switzerland so the shipping will be pricey, and I can't just fully refund him the money as the item is expensive.

[kensgiftshop]

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@shahid504 wrote:

Now, what should I do? This guy is in Switzerland so the shipping will be pricey, and I can't just fully refund him the money as the item is expensive.

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Depends on if they have filed an INAD or just sent you a message?

Did you ship it to them or did they use a forwarding service?

[shahid504]

@kensgiftshop
It was just a message sent to me.
I used the forwarding service (eBay's Global Shipping Program).

[kensgiftshop]

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@shahid504 wrote:

It was just a message sent to me.
I used the forwarding service (eBay's Global Shipping Program).

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Since you shipped using the GSP, they should cover any damage.

If they file a claim, I think you have to call and let Ebay know it was a GSP shipment.

[2015mhfashions]

I agree that looks like it has been cut, the fact he has not shown you the packaging ( Probably already thrown away ) that's the line they normally use seems fishy to me, i agree for that sort of damage during shipment the packaging would absolutely be torn apart, I cannot see any postal service delivering a package in that condition without a damaged in transit notice. Do you know the postal service that delivered the package the other side ? You could check with them maybe about the condition upon delivery, I just cannot believe anyone would leave a package in this condition without any notification.

[orangehound]

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@shahid504 wrote:

Also, this item can easily has its parts swapped out, so I'm not sure if he swapped out the body but kept the bottom plate of the serial number for the photos.

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It is the same case.  You can tell by comparing defects on your listing with the photos of the damaged case.

Regardless, as mentioned above, since this is a GSP shipment, you are not responsible for shipping damage should the buyer file a claim.

[shahid504]

Ok, so I will contact the GSP tomorrow. 

Just to make sure, you guys are saying that if the package was damaged upon shipping, I would be re-imbursed?

And if the buyer opens a claim, it's not on me?

Thanks for all the help guys.

[myangelandmyprincess]

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@shahid504 wrote:

Ok, so I will contact the GSP tomorrow. 

Just to make sure, you guys are saying that if the package was damaged upon shipping, I would be re-imbursed?

And if the buyer opens a claim, it's not on me?

Thanks for all the help guys.

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@shahid504 wrote:

Ok, so I will contact the GSP tomorrow. 

Just to make sure, you guys are saying that if the package was damaged upon shipping, I would be re-imbursed?

And if the buyer opens a claim, it's not on me?

Thanks for all the help guys.

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You won't be "reimbursed"    What should happen is that the case is closed in your favor with you not refunded but eBay refunding the buyer 

[orangehound]

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@shahid504 wrote:

Ok, so I will contact the GSP tomorrow. 

Just to make sure, you guys are saying that if the package was damaged upon shipping, I would be re-imbursed?

And if the buyer opens a claim, it's not on me?

Thanks for all the help guys.

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If you read the Global Shipping Program page, look at the "Benefits of the Global Shipping Program", and you will see these words:

If an item is lost or broken during international shipping, eBay Money Back Guarantee cases will be resolved in your favour, and your seller performance standards won’t be affected

[Anonymous]

I know you already received your answer but thought I'd say that it is possible for that kind of damage to happen in shipping. First I have a few of those isolation transformers in my shop and they are made from thick gauge steel so it would be no easy task to cut it like that.

I've also worked as a USPS bulk mail truck driver and have been in several sorting/distribution centers and could see a few potential spots that could cause that kind of damage. The first place would be under the semi-truck dock plate, I have seen this happen first hand when a pallet would spill while load/unloading and a box got knocked under it, this plate can be quite heavy and has some sharp edges too.

Another place would be the hooper dumper where all the incoming packages are dumped onto the sorting conveyor which can also spill underneath and is similar to the dock plate in hydraulic power and weight. Lastly, and don't know why they accept them, I have seen some fairly heavy steel parts like an automotive exhaust header that is not wrapped in anything and have some tabs that could emulate a knife edge that could have did the damage to your item if dropped from high enough.

I doubt this happened stateside as the GSP would not have forwarded it with the box damage needed to make that cut unless they repackaged it and sent on? I also don't understand why your buyer stated this is not the item you have pictured as tell-tale scratches actually match up compared from his photos to your photos.