I sold an item to usa via shipping programme but it arrived damaged

[coach4808]

After the item arrived in America damaged I agreed to refund once returned but a delay occurred by me in organising a shipping label and the buyer opened a case. Ebay refunded him the money without consulting me and now I am still awaiting return of the £400-worth item. I can't seem to speak to a human and the automtic replies do not help . What do I do next. HELP !

[tressygirl]

Cases are all times to the second that is,  when a case is received,  you have to accept it within 3 days and refund.

If you want the item sending back first,  you Have to provide that tracked return postage, within those 3 days,  you then have 48 hours to refund after the item is sent back.

You admit you caused the delay,  once that time limit  has lapsed the buyer can escalate the case,  eBay step in force the refund,  and the buyer does not have to then return the item.

If a return label is not issued eBay deem it that you do not want the item returning,  and issues that refund when the case escalates. As said cases are timed to the second.

All you can do now that I can see, is to apologies to the buyer for this, offer that full postage cost for the item's return,  perhaps some more as compensation, but nothing to enforce them to do this.

@coach4808 

[plpmr]

taking the title of your post and the fact that you are in Global Shipping programme.

If the item in question was sent via Global, you are not responsible for any refund or return.

Always best to know how the services you use work, so for next time the usual advice is -

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.