What do you suggest I do? Help!

[cityx360]

Hello long time eBay seller and buyer since 2007 with 100% feedback.

   I sold a brand new sealed xbox one cyberpunk controller with my own personal pictures via the GLOBAL SHIPPING PROGRAM to Poland. Buyer has 0 feedback and opened account on Nov 26, 2022 .

Buyer(customer) sent me a message today saying "I have just received the parcel and the seal on the box from the controller is broken. Can you explain it to me?!" He or she provided pictures of the xbox one controller sealed broken. I do not offer returns and also I sold a brand new item with factory seal. I have no clue as to who broke the seal or whether or not the customer is telling the truth.

How should I proceed with this?

THANK YOU.

[simba6]

Reply it was inspected by customs in their country.  They always look inside to see what is being shipped.

[janet9988]

If the buyer is still not happy with that then they could open up a claim on ebay for damage.

The GSP will be responsible for any type of refund.

[pjcdn2005]

 As @janet9988 mentioned the gsp is responsible for damage claims and if the buyer opens a return claim stating that the item was damaged in shipping, the gsp may refund.

  It is possible that in this case there is no damage to the item itself as it sounds as if the buyer is just complaining about the seal?  It is possible that when the package went through customs, they opened the box to confirm what was in it or they could have done that at the gsp center.  Technically an international buyer should expect that customs might open a package but I suspect that ebay would still consider that as a not as described claim and rule in the buyer's favor.  When the buyer opens the claim you might want to make a note on that it was a gsp package to make it more likely that the gsp will look after it.

[ms.rodriguez*]

Tell them that it was customs.  They need to check for drugs because the crooks use these types of boxes to try to fool the customs agents.  Tell them that it's normal for customs to open sealed packages. Assure him that the item is new.  HOpefully, they won't open a return.