Ebays own International shipping - Damaged item

[the_halls_of_the_mountain_king]

Just sold a painting via International selling from the UK to the US, its been damaged and need to claim on the insurance.

Thing is Ebay cant afford humans to man the chat box (!) how doe the buyer go about claiming ?

Jason

[*vyolla*]

Was this sold via eBay's Global Shipping Programme?

If so, they refund the buyer first and deal with any courier insurance claim later. The insurance cost is included in the total price that the buyer paid for shipping through the programme.

If the item was damaged in the UK shipping hub or in international transit, the GSP covers the loss or damage to the buyer and you’ll keep the money from the sale.

Your buyer should open an eBay return and select the reason as 'Arrived Damaged'.

You then reply with the item was sold via eBay's Global Shipping Programme thus they are responsible for refunding the buyer here. 

It would then be prudent to contact eBay to point this out to them.

[lucy_farmer]

I'm not sure the buyer does any claiming..... most ebay problems are the seller's responsibility to sort out, not the buyers.

In general the seller has to refund the buyer then claim for the damage/non-delivery themselves.

Unless you sent it by the GSP option? In which case, if you successfully sent it to the shipping hub (within the UK) it's ebay's responsibility to sort it out from then on.

You do need to speak to a human and the way to do that is to use the 'call-back' option. (and if you do that early in the morning -8.00 am ish- you will hopefully get somebody in Ireland who has waaaay more brains then then usual CS operatives elsewhere....)

[marco@ebay]

Hi the_halls_of_the_mountain_king, thanks for your post.

If this is a GSP order, you can confirm the item number of the transaction in question, and send your order for review to see what happened, and what's the best thing to do for you going forward.

Thank you,

Marco

[the_halls_of_the_mountain_king]

This has been an absoulute nightmare, Ive accidently clicked the wrong button, I cant get hold of anyone on teh phone 3 and half hours later still no response. What now ??? Apart from leaving Ebay for good, ive shut one account the place is a joke, no customer service at all

[*vyolla*]

What button have you accidentally clicked on and what's the result of doing that?

[marco@ebay]

Hi the_halls_of_the_mountain_king, thanks for your reply.

Could you please elaborate this further? As in what button did you press and what did that cause exactly? Also, if you confirm that it was a GSP order and the item number, we can send the transaction for review.

Thank you,

Marco