Item shipped via global shipping

[expresssalonsupplies]

Hi

I had an order containing 5 items that was shipped via the GSP. Tracking was added and delivery confirmed. Once in Germany it encountered issues, and the buyer opened 5 seperate cases relating to the one parcel.

So I obviously escalated all 5 cases to eBay, as I started receiving messages from eBay in German from the German CS.

3 cases where found in my favour, 1 against apparently the parcel is being returned, and one for not providing tracking from the German postal service.

Naturally I am currently arguing with German customer service team, who are sticking with their decision, despite me proving delivery and explaining that 3 different decisions where made on relation to 1 parcel.

Can anyone help?

[4_bathrooms]

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@expresssalonsupplies wrote:

I had an order containing 5 items that was shipped via the GSP. Tracking was added and delivery confirmed. Once in Germany it encountered issues, and the buyer opened 5 seperate cases relating to the one parcel.

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Did you receive one order (i.e. the buyer used the basket function) or did you receive five individual orders that you sent as one package?

Cosmetics are actually prohibited items where the GSP is concerned so I'm surprised GSP was even available as an option.

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@expresssalonsupplies wrote:

Naturally I am currently arguing with German customer service team, who are sticking with their decision, despite me proving delivery and explaining that 3 different decisions where made on relation to 1 parcel.

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It isn't eBay Germany's customer services you need to speak to. As it was a GSP sale you need to speak to eBay UK's customer services as it is eBay UK's GSP policy that applies to you.

[expresssalonsupplies]

I received one order, but had to add tracking for all 5 items.

[4_bathrooms]

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@expresssalonsupplies wrote:
I received one order, but had to add tracking for all 5 items.

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I'm not sure how the domestic tracking works when a GSP buyer buys multiple items and adds them to their basket. Presumably you were able to use the same tracking number for all five items?

Anyway, as this was a GSP order you are not responsible for any loss in transit once you have an online delivery confirmation showing the GSP hub in Lichfield received the package. What sort of cases did the buyer open? Were they "item not received" cases?