Advice on refunds from ebay GSP

[paul_uxb]

Hi - I have been having problems obtaining refunds on this programme. without going into a long story now, an item was lost under GSP and ebay refuses to take responsibility and will not refund me under the seller guiarantee and closed the case without explanation.  Based on the interaction with agents, the refund policy is poorly understood, inconsistently applied and so the agents give different answers on different dates. And close a case without any authority, escalation procedure or any ordinary process I would expect. I would appreciate any help/guidance on how to handle this.  Thank you. Paul

[redwick1]

Sellers are not responsible for items that are lost after arriving at the hub.

The buyer opens a not received and makes sure ebay know it is GSP 

You reply and make sure ebay know it is GSP and make sure the tracking to the hub is on the dispute showing Delivered

https://www.ebay.co.uk/help/global-shipping-programme/default/global-shipping-programme?id=4646

• You aren't responsible for item loss or damage that occurs after the item reaches the UK Shipping Centre. Once an item has been forwarded by the UK Shipping Centre, you won't be responsible for refunding the buyer if an eBay Money Back Guarantee or PayPal Buyer Protection case is filed against you for one of the following reasons:
• A buyer claims an item isn't received or a package is damaged in transit

I dont know why the case closed but if it has then that is usually the end of it.

All you can do is to contact ebay but I dont know they will do anything now

[red_magpie]

Not going into a long story is fine, but we do need to have basic factual information to help.

It isn't even clear whether you're the buyer or the seller. There's no such thing as a seller guarantee. Do you mean that eBay won't refund you as the seller, under it's seller protection policy? Or that it won't refund you as the buyer, under its money back guarantee?

If you were the seller, your responsibility ends when you have postal tracking evidence of delivery to eBay's reshipping hub. Thereafter, eBay is liable for loss during the international journey.

If you're the buyer, and the item was not tracked as being delivered, you should be entitled to a refund provided you paid by a qualifying method and opened the case within the time limit. We have no information on either.

I'm afraid that we just don't have enough information to offer reliable advice on how to handle it.

[paul_uxb]

Thanks for the feedback. I’m the seller.The item was sold in August by me to a buyer in Austria.  It took a month for us both to conclude that the item had not arrived.On my side, I could see the item (a special audio cable worth about £120) was in transit but not delivered. When the buyer made enquiries on his side he was told the item had been destroyed.
I took this up with ebay, sticking to the facts. I was told on two or three occasions by different ebay staff to claim against Paypal and then appeal against Paypal decison not to refund me. This, I had to learn, is not possible because if an item does not arrive the the buyer is refunded by Paypal and no appeal is allowed.
Ebay asked for proof if this case being closed by Paypal. Then agreed to refund me. Then when nothing arrived said that it was incorrect to refund me and would consult a manager. Heard nothing and when followed up I was told they are closing the case.  I replied saying the case is not closed and to escalate. No reply.
I laid out all the facts, provided all documentation required. Because the case is now more than 90 days old I cannot see transactional data in my account. 
Maybe I should write this off - but what concerns me now is not the money but the aribtrary handling of a situation which lowers my trust and confidence in Ebay with no means of recourse or appeal.


Sent from Yahoo Mail for iPhone

[papso22]

Are you the buyer or the seller, and when in the process was it lost?

[paul_uxb]

I am the seller and the item was lost after GSP accepted it and despatched it. It appears from information provided by the buyer that the item status was "In transit - Exception - Damages", possibly in Austria (the destination) When he enquiried of the courier he was told the item was destroyed. Ebay said raise the matter with Paypal, Paypal said no because the item was never received. This has been going on since August and Ebay keeps pushing back and now closed the case. I've lost c.£120 which isn't massive but the principle of ebay not acting straightforwardly is a serious concern to me as a small-time ebay enthusiast.