Locked
Discussion interactions are currently paused.
Global Shipping scheme damaged item
Summary: rocknrollsarah123 is dealing with a dispute over a damaged item sent via the eBay Global Shipping Program. The buyer claims the item arrived damaged, but rocknrollsarah123 believes it occurred after leaving the UK and questions if insurance should cover it. *vyolla* advises that the Global Shipping Program typically covers such situations if the correct reason is selected. rocknrollsarah123 is uncertain about declining the return due to potential negative feedback, but tommystrezures and *vyolla* suggest making it clear to eBay that it's a Global Shipping item. red_magpie criticizes eBay's policies, noting that unlike other platforms regulated by the Financial Conduct Authority, eBay offers limited recourse for disputes.
Hi, I have been asked to accept a return on an item that was sent through the global shipping scheme. From the pictures the buyer has sent it is clear that the item has been severely damaged and it looks to have happened after it left the UK. eBay has accepted the return request but it has been completely smashed. Shouldn't it be covered by the insurance? all eBays advice suggests that I should just send them a return label and claim back 50% from the buyer when it comes back but that seem like we both do badly out of a deal when the shipping insurance should cover it. I can't work out how to challenge back to eBay. Can anyone advise, please?
red_magpie
Mentor2 weeks agoThe buyer pays eBay direct for the international shipping and eBay is supposed to take responsibility for any damage in transit after it leaves their reshipping hub. It can't have been "completely smashed" when it arrived for repacking, or it would never have been accepted.
If eBay is trying to pass this back to you it illustrates how shameful it is that eBay's money back guarantee is not regulated by the financial conduct authority, which would give a right of appeal to the ombudsman.
This seems to arise because eBay has structured its operations in such a way that the FCA regulates its handling of user' money, but not the money back guarantee. So they can decide as they want with users having no right to any independent appeal.
Contrast this with say PayPal and Credit Card companies where the FCA oversees not only the handling of money but buyers are able to appeal to the ombudsman over the conduct of their buyer protection schemes.
*vyolla*
Mentor2 weeks agoDidn't your buyer select the reason 'Arrived damaged' as the reason for the return?
The GSP cover sellers for these kind of situations, but only if the buyer selects the correct reason for the return.
rocknrollsarah123
OP2 weeks agoThey did select "arrived damaged" but haven't put any explanation about it being damaged in the post so I guess eBay has assumed I sent a damaged item. They just said "arrived damaged. I look forward to a full refund" and I don't know whether to decline on the basis they should seek insurance, and risk negative feedback or accept and do us all out of some cash.
papso22
Mentor2 weeks agoDo you have an actual option to decline the return, I.e a box to click on that will close the case?
rocknrollsarah123
OP2 weeks agoI do but eBay are strongly advising against it because I risk negative feedback. I'm trying to get the buyer to withdraw their current dispute and resubmit it with an actual explanation of the issue. Do you think I should decline the return in the meantime?
tommystrezures
Mentor2 weeks agoThey wont withdraw their case as if they do they cannot open another. You need to ask them to either detail the issue via the case, and also have you uploaded the tracking to the Licthfield hub. Ebay need to have it made clear to them that its a GSP item.
I doubt ebay would advise against it due the negative feedback either.
*vyolla*
Mentor2 weeks agoDecline the return and state that 'This item was sent via eBay's Global Shipping Programme and the buyer states that it arrived damaged, thus they are responsible for making the refund to the buyer".
rocknrollsarah123
OP1 week agoOk, thank you. I'll try that