Damaged items sent through Global shipping.

[up_the_upside]

Hi there,

I recently sent a ceramic tea set from the UK to a winning bidder in the USA via Global shipping. 

This morning I awoke to 2 emails, 1 from Global shipping to say that my item has been successfully delivered and that no further actions were needed and another from the buyer saying they have not accepted the parcel as it was visibly badly damaged and obviously smashed. They have asked me to process a refund. I know it doesn't work like that but I'm just a little unsure who to contact next. Or should the buyer contact ebay?

P.S. I have been selling on Ebay for 20+ years and never encountered this scenario.

Thanks

[plpmr]

You need to be extremely careful how you handle this as you could be seriously out of pocket if you try to handle this yourself. Global is responsible for the refund, not you.

Your buyer needs to open a case for not as described 'damaged in transit' and you respond and you cite that according to Global T&C you, the seller, are not responsible for any loss or damage in transit once it has arrived at the Global hub.

##however you might have problems as Global say 'delivered' and the buyer says they refused the parcel. Refusing delivery voids buyer protection.