Dispute on International shipping programme

[2nd_chance_wardrobe*]

Hi there hopefully someone can please help advise...

move just experienced my first international shipping programme sale which I decided to try as I read I was protected - the buyer has just messaged to say the item got damaged in transit and wants a refund... I read that this is covered by the programme but now I've received a payment dispute to say the item is not as described which isn't the case - can anyone help me advise the buyer on how they claim for their money back under the international programme? 
thanks all, appreciate any advice as I've not had any bad feedback before and don't want to start now... 

katie 

[*vyolla*]

Sounds like your buyer has selected the wrong reasin for the return.

If they haven't selected the 'arrived damaged' reason, then you're obliged to accept the return and arrange to get your itme back and refund.

[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.

[2nd_chance_wardrobe*]

Thank you for your help.

The buyer has agreed to follow the correct process and has cancelled the payment dispute. He appears to be struggling to work out how to go through ‘global’ it seems like there are no clear instructions and having not been through this myself I am struggling to explain what he needs to do… why can’t eBay be simple and offer clear guidance on this for sellers - I find eBay so frustrating sometimes.

Thanks again, anything I should inform the buyer of?


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