Global Shipping Program just totally wronged me

[shahid504]

This was the previous thread I posted on this: https://community.ebay.com/t5/Shipping-Returns/Buyer-is-claiming-I-sent-him-a-totally-damaged-item-w...

After I asked the buyer to provide me photos of the damaged packaging, he showed me the packaging. And it was quite badly destroyed. So this was totally GSP's fault.

I contacted eBay, and they told me to tell the buyer to open a case on eBay and he will have his money back.

The buyer, however, never opened the case on eBay, despite me messaging him several times to do so. It turned out, he had actually opened the case on PayPal. I told PayPal that he's supposed to open it on eBay to get his money back, but he told them that he couldn't open it on eBay due to some reason, and then escalated it to a claim.

PayPal reviewed it, and I lost the case. I lost $170.

I called back eBay, and the representative told me that they cannot do anything if the buyer opened a case on PayPal, and all I can do is appeal the case on PayPal. I went to PayPal, and there's no option to appeal my case. The case was only closed on 09/25, so it's well under the 10 days time period you have to appeal the case.

But for some reason, I cannot find the appeal button on the website.

What should I do now? Boycott PayPal or remove international shipping from my account?

[bonjourami]

once PP becomes involved, Ebay is out of the picture. Did you respond to the PP case with refund after return? The buyer then would be responsible for shipping the item back internationally to you,not just to the Ky. reshippers..If you didnt respond, then PP closed the case with no seller resolution and refunded her.

[bonjourami]

How do I appeal a PayPal case?

Log into your PayPal account, select the “Resolution” tab at the top of the screen, then choose “Closed Cases” from the drop down menu and select the case you want to appeal and click the “Appeal” button to open a new window.

[shahid504]

Yea, I dont see the option. I wouldn't be asking. Theres no appeal option there.

[kensgiftshop]

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@shahid504 wrote:

but he told them that he couldn't open it on eBay due to some reason, and then escalated it to a claim.

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Buyer has probably lost their Ebay MBG privilege for to many claims, so they go straight to Pay Pal.

[remispe_54]

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@kensgiftshop wrote:

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@shahid504 wrote:

but he told them that he couldn't open it on eBay due to some reason, and then escalated it to a claim.

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Buyer has probably lost their Ebay MBG privilege for to many claims, so they go straight to Pay Pal.

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Your buyer targeted you @shahid504 with PayPal because PayPal allows escalation to a claim one second after a dispute is opened, giving you no time to respond.

Were you in the middle of saying "Haha, on PayPal you pay your own international return shipping with online-viewable tracking, and r..." when PayPal cut you off and popped your $170?

About the appeal: You "can't" file an appeal if you're just disagreeing with the decision; you have to present new evidence to prove that the wrong decision was made.

[pjcdn2005]

@shahid504 

If the damage was caused after the gsp received the package, the gsp is responsible for refunding the buyer in full whether they file on EBay or PP.  However, PP doesn’t always recognize that it is a gsp transaction or/and that the damage was caused by the Gsp.  I would phone PP, explain that the damage was caused by the gsp carrier and that according to the gsp user agreement, PP needed to recover the funds from Pitney Bowes, not you so you should receive your funds back.  If they don’t agree, keep insisting.

I can’t find where it states that the seller also protected by PP in this situation but that is how it has always worked. 

[reda3615]

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@shahid504 wrote:

PayPal reviewed it, and I lost the case. I lost $170.

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That's because the buyer cannot pay Pitney Bowes for damaging the GSP; this has always been the case, except when it's not:

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trinton@ebay wrote on May 3, 2019:

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.

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trinton@ebay wrote on Jun 12, 2018:

If a return has been opened on eBay or a dispute through PayPal, either protection program will be able to hold the third party shipper accountable for a full refund since the item was damaged in transit. PayPal can see in the transaction details that this is a Global Shipping Program sale and are able to action accordingly. You are welcome to contact PayPal Customer Service if you would like to ensure this is noted appropriately.

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trinton@ebay wrote on Mar 25, 2019:

Loss or damage would be covered by the Global Shipping Program when an eBay or PayPal dispute is opened. If a seller is facing a PayPal dispute for a Global Shipping Program related issue, they should contact PayPal to discuss their concerns. PayPal is able to hold the third party shipper accountable and protect the seller in the same way that eBay is.

[shahid504]

No, he didn't escalate it immediately after. He was told by eBay to escalate it on PayPal because for some reason he couldn't open a case on eBay.

Neither did I make any of those "haha" remarks you're talking about. 

The point is that PayPal should not have ruled in his favor when I told them it was a GSP and that the buyer would have gotten his money back if he opened a case on eBay. I don't know where I'm at fault here...