Buyer recevied fdefective item with Global shipping program how to return for exchange

[electron356]

Hi

    The GSP (global shipping program) has been successful and beneficial. for the 1st time item a new and sealed arrived defective (Projector) now as usual if  the buyer is in the US we  offer a return for a refund or exchange or if it  past the 30 days an exchange with the manufaturer.

however buyer is in Mexico city and used the GSP. Question is:

IF they need to return it is there an address the buyer can use  ? return it to the Erlanger kentucky ebay global shipping address assigned to them where we shipped it, when they 1st bought it?

bottom line what are buyers options to return for an exchange or simply return for a refund

and do buyer handle the costs?

or do thet contact the manufacturer in Mexico for warranty issues..

Thanks

[lacemaker3]

Hi @electron356,

The buyer is not required to deal with the manufacturer, because many manufacturers do not honor warranties for items sold on eBay if they are not sold by a licensed dealer. Even if you are a licensed dealer, since it was sold on eBay, eBay's policy applies in this case.

The buyer purchased from you, so if the item is not as described (including manufacturer's defect) they can get a refund from you. This is covered under the eBay Money Back Guarantee. The seller is responsible for the return shipping costs, ifyou want the item to be returned.

If the buyer opens a return case, eBay will give them the return address that you have on file, so make sure that is correct. You are supposed to provide a prepaid shipping label, which you probably won't be able to do since the buyer is not in the USA. In that case, you have to work with the buyer to find out what the cost of return shipping is, and send that amount to the buyer upfront to pay for the return shipping label.

[pjcdn2005]

If the item was damaged in shipping, the gsp will refund the buyer and no return is needed. If the item needs to be returned because it has a manufacturers defect or the seller didn't describe it properly etc., it is the sellers responsibility to either pay for return shipping or refund without a return being required.  If the buyer opens a not as described case and you refund through the return, the gsp will refund the international shipping portion and import fees to the buyer.

[electron356]

Appreciated, valuable information

[electron356]

valuable information
Thanks