GSP shipping & Package missing part when opened

[thisisthewayuk]

Hi, Good afternoon.

I sold a item through GSP and has been delivered with a crucial part missing.

by looking at the delivery log customs have opened the package and checked and I believe have not put it back in.

what do I need to do? As the customer is asking for a return / refund.

[thisisthewayuk · Accepted solution]

Update to issue.

I spoke to eBay customer service team and they resolved the issue. The customer just needed to add information and pictures to the log to show and detail that customs had opened the package and was damaged/missing part.

The customer kept the item and was refunded.  I wasn't refunded and kept all funds. eBay gsp is really worth the charge as the insurance is very good. Customer service from eBay was top class.

[ruby*tuesday]

If they have Opened an EBay Case for Item Does Not Match the Description you will have to Fully Refund. Up to you if you want to Pay the Postage and associated Customs Duties to have the Item Returned. If not just Refund through the Case within 3 Business Days. 

Your EBay Final Value Fees will then be Credited back to your Seller Account.