Global Shipping Program

[catspiggybank]

I haven't had too much luck with the GSP.  First time I used it the item was broken upon arrival in Japan and I had to pay the refund.  The next time I shipped Joe Camel memorabilia, but it was flagged as unapproved and eBay would not return the items to me.  I see others have the same items listed, but I had to paid the refund.

Now a GSP item was delivered  with a water damaged box and the buyer is insisting on a full refund of all costs. 

I thought I heard once eBay repackages an item and it's delivered damages they pay the refund.  Am I wrong and do I need to discontinue offering GSP.  I'm a small time seller.

Thank you,

[klhmdg]

GSP is Pitneybowes.  They are the ones who manage the GSP shipping for the sales.

I have always been under the impression that Pitneybowes is responsible for damaged or lost items after they reach them and are repacked.

Any problems with a GSP shipment you should contact customer service and let them know it is a GSP item.

Im not sure if there is a direct GSP contact.

[pjcdn2005]

When a gsp item is damaged, the gsp should be the one refunding the buyer, not the seller. The buyer still has to file a claim but the system does not always recognize that damage was caused by the gsp or that it is a gsp claim at all so you should contact customer service.  I would probably contact them via message on ebay Facebook or Twitter and bypass the phone service.

[ferncliff-39]

@catspiggybank 

Something is not right if you are having to refund for damaged items received by the GSP buyer.

You're only liable for delivery to the GSP hub in KY, unless you shipped the wrong item or something like that.

eBay/Pitney Bowes are supposed to take over the buyer's refund request for damages, close it with no refund from you and handle it with the buyer directly. (Also PB doesn't 'repackage' all items - that's not a given)

You need to have eBay CS review your GSP cases and why you had to refund - either contact the GSP team from this GSP Help page - scroll down to the bottom, click "Contact us", in the chatbox that opens type in AGENT then press Send to bypass the bots.

Or -

Contact eBay via social media for assistance - they have a very good team there to help resolve problems.
Only use the Private DM or PM Messaging - do not post your account info publicly.
Give them your User ID, your real name/address, the email attached to your account, Item #, Case #, and explain the issue in detail.
They usually respond in a day or two.

http://Facebook.com/eBay
http://Twitter.com/AskeBay

[kensgiftshop]

@catspiggybank 

If they are shipped through the GSP, when buyers claim damage, contact CS and let them know it was shipped through the GSP.

They are supposed to cover any damage due to shipping.

As far as the Joe Camel item, if it was restricted in the country it was being sent to, the GSP should keep the item, refund the buyer and you keep your payment.