Help With International Transaction.

[talisman778]

I have a German buyer who bought a bulk lot of records. I ask in the description that international buyers should contact me for shipping rates to their country. Complained when seeing the shipping cost, which I charged the exact cost. Paid and upon receiving them complained not as described. Said drill holes in many of the labels, which I noted for each one that had a punch hole in description, and vinyl was wavy (warped). I personally checked each and every one and know there were not any warps, so it had to happen in transit (exposed to heat). I explain this to the buyer, and that I sent it insured. Buyer does not want me to file insurance claim. Buyer wants me to refund the purchase price, shipping and 50 euros before returning. Is this misusing buyer protection and making unreasonable demands? Thank you.

[pjcdn2005]

It is unreasonable to expect to be refunded before a return however eBay will expect you to pay for a return label if the buyer has opened a not as described return request and to refund once you receive the items back.

It’s not up to the buyer whether or not you put in an insurance claim although their cooperation would help.  However, a buyer isn’t required to wait for a claim to be settled before they are refunded. I can’t see the records as bring exposed to a lot of heat between Michigan and Germany this time of year so I have no idea how insurance would handle the claim.

[fantastic*buy]

I also feel that some buyers misuse the Buyer Protection. I had had one buyer from overseas who purchased 7 items from me. I shipped these items in 2 separate packages. The first package I shipped right away. The second package I shipped 10 days later (due to personal reason). So in couple of months the buyer opens "Item didn't arrive" case for all items!!! I shipped First Class International - no tracking beyond the US. So eBay "kindly" refunded the buyer all 7 items!!! No way that 2 packages shipped with 10 days interval got lost!!!

In your case, if the buyer opens "Arrived Damaged" case, you will have to refund and pay the return shipping as well. Then file the case with USPS asking to refund you. Seems that it is always the seller who has to suffer. I wish you all best!!!

[talisman778]

No tracking overseas? You ever use 17track.net? It will show it leaving the country using USPS if you sent it with them, and then whatever countries postal system (if they scan it).

 I don't understand why the buyer wouldn't want the insurance claim? Says holes, cracks and wavy. The holes are in the description. I state none are cracked. This had to happen in transit or buyer is fabricating it. They were sent double boxed with Styrofoam around the inside smaller box. Not impossible to smash. Can I file the claim without the buyer's cooperation?

[pjcdn2005]

You should think about listing your lots through the gsp because heavier items may be less expensive to ship that way. Plus it’s possible that the buyer is upset about any taxes they were charged when they picked up the item and the gsp charges the buyer up front for that.

I don’t think that it is ever a good idea to list without including a shipping cost. If you are willing to ship to other countries then why not use calculated shipping so that there are no surprises for the buyer?  You do list an international shipping cost for just a few of your listings,

[pjcdn2005]

First class international package does have tracking to many countries if you buy your postage online.   It’s really not necessary to charge $52 and use Priority to the UK for 4 oz of yarn as they are one of the countries that has tracking for first class.

https://pe.usps.com/text/imm/immc2_022.htm

[pjcdn2005]

You can file the claim without their cooperation but insurance companies will often contact the buyer to confirm the damage.  

[fantastic*buy]

17track.net will track the First Class to the country where USPS doesn't provide tracking?

The eBay will hold you responsible for refund and return shipping. You will have to seek insurance compensation from USPS.

[fantastic*buy]

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@pjcdn2005 wrote:

First class international package does have tracking to many countries if you buy your postage online.   It’s really not necessary to charge $52 and use Priority to the UK for 4 oz of yarn as they are one of the countries that has tracking for first class.

https://pe.usps.com/text/imm/immc2_022.htm

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The link you gave has the list of countries with complete First Class tracking, is that right?!

I have been looking for this information for almost a year!!! Called eBay - of course, and they don't know. Thank you so much!!!

The list is: 

Australia

Austria

Belgium

Brazil

Canada

Chile

Croatia

Cyprus

Denmark

Estonia

Finland

France

Germany

Gibraltar

Greece

Hong Kong

Hungary

Iceland

Indonesia

Israel

Italy

Japan

Latvia

Lebanon

Lithuania

Luxembourg

Malaysia

Malta

Mexico

Netherlands

New Zealand

Norway

Poland

Portugal

Russia

Saudi Arabia

Serbia, Republic of

Singapore

Slovak Republic (Slovakia)

Slovenia

Spain

Switzerland

Thailand

Turkey

United Kingdom of 
Great Britain and Northern Ireland

[pjcdn2005]

Glad that I could help.  I don’t use USPS so I don’t know first hand if all of those countries always scan at delivery but I do read the boards and I don’t recall posts about consistent problems with delivery confirmation for specific countries.  

[talisman778]

I called ebay and was told to file the insurance claim. It's an issue with the carrier and no one needs to pay twice to ship it. The buyer will have to be patient.

[fantastic*buy]

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@pjcdn2005 wrote:

Glad that I could help.  I don’t use USPS so I don’t know first hand if all of those countries always scan at delivery but I do read the boards and I don’t recall posts about consistent problems with delivery confirmation for specific countries.  

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Definitely, a big help! I've just finished revising all my store to ship First Class to these countries! Priority Mail International is a way too expensive. I had another case of lost package in First Class International, so I don't want to take any more risks!

[pjcdn2005]

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@talisman778 wrote:

I called ebay and was told to file the insurance claim. It's an issue with the carrier and no one needs to pay twice to ship it. The buyer will have to be patient.

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Let us know how that works out. Customer service doesn't always seem to tell the whole story.

Did the buyer open a return request? If so, did cs tell you  what would happen if next week the buyer asks ebay to step in?  There is a possibility at that time that ebay will refund and not require a return.

[talisman778]

Yep, USPS sent me an email saying the buyer hasn't gone to his local post office and filed a damage report. USPS asked me to have the buyer do that. Buyer refused and immediately escalated the return. I called ebay and was told the buyer is not required to file an insurance claim as well. I tried to explain USPS didn't want the buyer to file an insurance claim, only a report of the damage, but the rep said that isn't required either. Rep said I needed to provide the buyer with a return label. I asked the rep to tell me how to do that? Rep hasn't the slightest clue, asking "There isn't a place to do that in the return request?" Rep even suggested I go to my local post office and have them print the label for me. Impossible. They would need the package, and it would only be good for sending to Germany from USA, not Germany to USA. Rep suggested I call paypal and maybe they can help me print a return label? (Seriously?). They have no control over customs. Does anyone at ebay understand customs? Apparently not! Rep said I need to contact buyer and explain, due to customs, I can not send a return label. The buyer needs to pay for the return postage and upload the receipt onto ebay for reimbursement.

 The next day I receive a message from an ebay rep handling the escalation, stating it has been put on hold for 5 days, giving me a chance to supply a return label. If I'm not able to print one, I need to go to Germany's postal system site and calculate it, send the buyer a paypal payment after asking for buyer's paypal address and uploading the receipt on ebay. I respond saying I am not able to print a return label due to customs. I am not able to navigate Germany's Postal System Site either, since I do not speak German. Ebay rep responds with a link to calculate shipping from USA to Germany. I reply that the link I was given is for USA to Germany, not Germany to USA. They have a totally different Postal system and postage rates. I would either be paying too much or too little. I have no way of knowing. That was today. I have until the 19th.

 Buyer hasn't responded in three days to any messages. I'm stuck in the water. Even if I were somehow able to figure out what it would cost, buyer does not supply needed paypal address to send the funds for return shipping.

[a_c_green]

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@talisman778 wrote:

Even if I were somehow able to figure out what it would cost, buyer does not supply needed paypal address to send the funds for return shipping.

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Actually he did, assuming that he paid you via PayPal originally. Go into your email account that receives payment notifications from PayPal and find the one you received for the buyer's original payment. If you Reply to that message, your reply will come up addressed to the buyer, not to PayPal. Just click the Reply button and you can get their address from the header of your Reply message.

I don't have a larger reply covering the rest of your situation, but wanted to address that point at least. Good luck.