Global Shipping Program Damaged Item Claim Possible?

[reachstars]

I have my first Global Shipping case of an item damaged in shipping. I can find no clear description of GSP that addresses handling this situation. Is there a process for filing a claim or is this just the Seller's loss? It isn't financially feasible to pay to have the item shipped back from UK. Seller provided one photo of the damaged item. Are there any alternatives other than sending a refund? Thanks to anyone who can provide advice!

[myangelandmyprincess]

The buyer would need to open a not as described case for damaged in shipping. The seller then contacts eBay to let them know it's a gsp item   eBay should close the case in the sellers favor but also give the buyer a refund 

[reachstars]

That's a little scary! I notice you said eBay SHOULD close the case in Seller's favor. I don't want a Not As Described strike and I don't want to have to fight with eBay to take it off if it happens. What's the downside to just giving the Buyer the refund directly? 

[kensgiftshop]

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@reachstars wrote:

What's the downside to just giving the Buyer the refund directly? 

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You would be paying the refund and not the GSP.

[myangelandmyprincess]

I had no issues when it happened with one of my shipments.  It was damaged buyer opened a case saying that I contacted eBay case was closed in my favor within minutes and the buyer confirmed eBay had refunded them. But I say should because it's eBay.  If you refund yourself it's out of your pocket eBay wont reimburse you. 

[nkmipgolf]

I thought GSP is responsible as they open the box to inspect the item and will even change the box (make it smaller). Slashing an item from a box cutter is one complaint from buyers. Packing a box nice and secure means nothing as it is removed, inspected then put back asap. I'm still waiting on my item that has been sitting in GSP since July 4th. Use to take 2 days, looks like 2 weeks now.

[myangelandmyprincess]

Gsp is responsible but the process I outlined is what's done to make the buyer whole and not have the seller responsible.  

[reachstars]

Still confused. Is there insurance coverage on the package as it travels from KY to its international destination? Is eBay actually refunding the Buyer with eBay’s money? Or are they processing the refund from my PayPal account? Does the 

Buyer get a refund on shipping or Customs/VAT fees? I like to explain the process to the Buyer when there is an exception, which I can’t do when I don’t understand it myself.  I have few international sales and am concluding I should opt out of GSP. But I need to resolve this first!

[reachstars]

I decided to ask the Buyer to go through the formal process to report the problem. I will reserve the decision to opt out of GSP until it is resolved. This will be an adventure!

[myangelandmyprincess]

Spoiler

Gsp becomes responsible for damage when it goes from ky to its international location.  eBay refunds in full customs and all. You don't pay for it 

[mvls1]

The process is just as myangel described above.

We just had the exact same experience with a Global Shipping item damaged in transit from Kentucky to the buyer. Once your item reaches the Global Shipping center safely, you are done. They inspect it, create the required international paperwork and ship it on to the buyer. Any damage or item not received from that point is on Global Shipping (Pitney Bowes). Our buyer (Canada) opened a case and we contacted them to advise of the Global Shipping responsibility/coverage. Then we called Ebay on day 5 as noted in the case for the Global Shipping damage. Ebay called us back, reviewed the case, acknowledged it was Global Shipping responsibility, closed the case in our favor noting that the buyer would be refunded from Global Shipping, gave us a confirmation number for reference and sent us a confirmation message within 15 minutes for our records noting that no monies would be taken from our account.

Just in case, we had the Global Shipping policies, covering damage in shipment, printed out and ready to refer the customer service rep to if necessary. Thankfully, it all went smoothly and took about 10minutes to resolve.

[marnotom!]

What's the downside to just giving the Buyer the refund directly? 

Glad you're still not contemplating giving the buyer a refund out of your own pocket.  Not only would you be returning the money the buyer paid you, but you would have to pay the buyer what they paid Pitney Bowes (DBA the GSP) in import charges and for shipping from Kentucky to the item's final destination.

Your item was insured from Kentucky to its destination.  Don't worry about eBay, Pitney Bowes or anybody else having to cover the refund.