Buyer claiming damaged parcel and contents missing

[econolodged]

Hi everyone, I've found myself in a bit of a strange situation where a buyer has opened a 'missing parts or pieces' return case claiming that the parcel I sent has been damaged and the item inside is missing.

For context, I sent a video game which was posted inside a bubble Jiffy bag. The photo they provided shows a large cut, very deliberate looking, along the bottom of the bag (see photo).

Also worth noting is that it was sold via Global Shipping and from the other photo they provided, you can clearly see the shipping label with a 0.3kg weight, meaning the game was clearly inside the parcel when it arrived at the shipping centre.

I have my suspicions about what's been done here, but I'd like to know where I stand with this and how I should respond to the buyer. Any help would be greatly appreciated.

[cobwebcottage]

As you sent it with GSP, message the buyer and ask them to open a case stating item damaged ( not item not as described).

Once the case is open, you can respond to the case stating that this was sent through they Ebay GSP.

It is also worth calling CS once a case is open and again saying that this id a GSP parcel. They should close the case and refund your buyer and you keep the sale as you are protected against loss or damage in transit.

eBay Customer Service

[econolodged]

Thank you that's great info! I will ask them to do this, hopefully they oblige.

[4_bathrooms]

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@econolodged wrote:

Hi everyone, I've found myself in a bit of a strange situation where a buyer has opened a 'missing parts or pieces' return case claiming that the parcel I sent has been damaged and the item inside is missing.

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You will need to contact eBay's customer services for this one. "Missing parts or pieces" is generally deemed to be the seller's fault; "Arrived damaged" is the only INAD reason I'm aware of where the seller would be protected under GSP.

When you contact eBay's customer services point out eBay's stated Global Shipping Programme policy, particularly this part:

"You aren't responsible for item loss or damage that occurs after the item is safely accepted at 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 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"

Make it clear the buyer is stating the package was damaged in transit. I'd suggest making contact via live chat - which will be a bot initially - so that you have a transcript of the conversation.