Query re ebay's Money Back Guarantee

[the_book_seekers]

I have just received a message from a buyer in China who used a third party courier service to get the book to China. The buyer is claiming the jacket is damaged an has attached an image of a book with a cut down the jacket which wasn't there when I posted. It looks like somebody, either the third party courier or the buyer has cut through the bubble-wrap with a sharp implement and damaged the dustjacket.  If, indeed, this is my book. I have my suspicions that it's not, but that's another story. 

I've always thought that using a third party courier negates the MBG and I've looked through the help pages for the relevant information, but the links take around in circles. Can anyone point me in the right direction? I intend to send the buyer the information and wait to see what happens next. 

[jonatjonatjonat]

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4...

Allow the seller to handle delivery: If you arrange your own delivery and the item doesn't arrive, your purchase won't be protected. If you use a courier pickup or forwarding/redirection service, you would need to resolve any delivery issues directly with that carrier

[sml192]

In addition to the bit already mentioned it is also referenced under 'Policy information for sellers' > 'Exclusions and special coverage when the item doesn't match the listing':

The item was sent to another address after original delivery

Covered: The item was forwarded as part of an eBay programme such as: Global Shipping Programme eBay International Shipping eBay Authenticity Guarantee Not covered: The buyer used third-party freight forwarding or mail redirection

[the_book_seekers]

I asked the buyer to send me further photographs of the book and packaging. The pictures I got show them opening the package and its clear the 3rd party courier has opened and unwrapped the book before sending it to the buyer. 

[the_book_seekers]

When I send the buyer the information I expect the buyer to try opening a case so I may be back for further advice. I know the theory, but this is a new experience for me.

[tressygirl]

Should the buyer open a case , no need to come back  here for further advice as you have been given excellent advice how to proceed.

You will need Customer Services to see that their MBG rules have been breached and no refund is necessary here.  Quote them the above rules for third party collection,  as shown above.

Contact eBay Customer Services it's not easy nowadays to get a live agent , but some have had success using the app, otherwise keep typing in ' I wish to speak to an agent' and this too can work.

Use this link to contact CS, if you can try at 8 a.m. on a weekday morning also more chance there for Dublin to answer.

https://www.ebay.co.uk/help/eua?id=5190

Lines open between 8 a.m. to10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

@the_book_seekers