Item arrived damaged buyer says not responsible ? Now what?

[drwho534]

Purchased an item which arrived damaged, contacted the seller to inform them of the situation. It appears the items was damaged in transit as they have photos of the item intact before shipping. They stated 'do not return item, submit an insurance claim with their global shipping company'?  Trying to figure out is this done through the regular 'refund' process (seller does not offer refunds) , or is this insurance claim through another process and how? Thanks.

[alcoforever]

It is the seller that is responsible for filing the insurance claim, not you.   Open a not as described case with ebay.   The seller will have to send you a prepaid mailing label so you can send the item back.   Once it has been received by the seller you should see a refund within 3 days.

BTW, that kind of damage claim is almost always denied by the carrier on the grounds of insufficient packaging.

[drwho534]

Thanks....the seller stated the item was not damaged prior to shipping (has photo proof) and to NOT return the item but to place a claim with ebay's Global Shipping Program? Have never done that before so wasn't sure what steps to take? All I see are steps for refunds when you are returning an item to the seller for the refund .... but not what to do when placing a claim with the GSP (so they are held responsible and not the seller). 

[alcoforever]

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@drwho534 wrote:

Thanks....the seller stated the item was not damaged prior to shipping (has photo proof) and to NOT return the item but to place a claim with ebay's Global Shipping Program? Have never done that before so wasn't sure what steps to take? All I see are steps for refunds when you are returning an item to the seller for the refund .... but not what to do when placing a claim with the GSP (so they are held responsible and not the seller). 

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I've never filed a claim with GSP so I can't help you there.   Hopefully, another poster will come along that knows that procedure.

[drwho534]

thanks...yes same problem here, have never had to go this route before.

[heaven_bound4him]

Hi, You have to contact the shipper, UPS, Fed Ex etc. IF it was insured, otherwise you are out of luck..

Though, you can ask the seller for a partial refund.   Hope this helps

[buyselljack2016]

GSP shipping damage is covered by the GSP not the seller.

ask your question again on the "Ask a mentor" board.  Less misinformation there.

[2knee]

To my knowledge  with USPS the first $50 is covered automatically and UPS / FEDEX the first $100 is automatically covered.  File a claim with the courier

[glenvonnie]

The item arrived Not as Described, it doesn't matter what he has, it's his responsibility to get it to you intact. File an INAD claim, ask for a return and refund, have them give you a label to send it back, it they don't, you get a refund and get to keep the item. The seller is trying to transfer his responsibility to you and stretch it out past the 30 day return window. 

Most buyers who return items to me don't even contact me, they just go through Ebay, also, any No returns policy that the buyer has is irrelevant with INAD or damaged items.

[wastingtime101]

The standard process is to file a not as described claim through eBay @drwho534 for an item that's damaged upon arrival. Typically the seller will need to contact eBay CS and ask for a GSP specialist. The GSP specialist can escalate and make sure the refund comes from eBay/GSP and that the system doesn't automatically take it from the seller.

[drwho534]

Hmmm.....I ended up contacting an ebay agent (text chat) to find out exactly how to go about processing a claim against ebay global shipping vs. a seller refund (since I couldn't find anything anywhere describing the steps to take specifically for a GSP claim?) and he stated to go through the 'refund' process, said it would resolve the issue regardless of sellers 'no refund' statement, or a GSP claim? Hope that works without dinging the seller since he did not want the item returned and advised me to claim through GSP? Nowhere does it indicate there is a different process between the two? Still not clear as to what if any difference there is and why ebay does not spell it out if there is? Thanks.

[wastingtime101]

The process is the same for the buyer @drwho534, but it's different for the seller. The seller is the one that needs to contact CS after you open the claim and ask for someone in the GSP department. That GSP specialist will take care of your refund and make sure the seller's performance metrics are unaffected.

[glyph01]

eBay: Global Shipping Program (buyer)

The item was significantly not as described. How do I initiate a claim?

If a Global Shipping Program item arrives damaged, you would file a “return request,” just as you would in a non-GSP transaction. In most eligible cases, the buyer is fully covered by either the eBay Money Back Guarantee or the PayPal Purchase Protection program. If the case against the seller remains unresolved, contact eBay Customer Service. Click here for more information on buyer terms and conditions.

eBay: Global Shipping Program (seller)

Besides making your items available worldwide, there are a number of benefits to using the Global Shipping Program:

• If an item is lost or broken during international shipping, eBay Money Back Guarantee cases will be resolved in your favour, and your seller performance standards won't be affected

Both will be covered.

[drwho534 · Accepted solution]

Hey thanks! Finally got the clear-cut answer I was looking for.  Seller did ship with insurance so hopefully I might be refunded by ebay for the cost of the item which arrived damaged.

[mtgraves7984]

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@drwho534 wrote:

Hey thanks! Finally got the clear-cut answer I was looking for.  Seller did ship with insurance so hopefully I might be refunded by ebay for the cost of the item which arrived damaged.

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@drwho534 

Odd solution. I'd opt for the certain  refund from the seller, as @wastingtime101 has explained. Well... good luck, anyway.