gsp issues

https://pages.ebay.com/seller-center/shipping/global-shipping-program.html#m22_tb_a2__11

hWhat happens to lost, damaged, or undeliverable items?
https://pages.ebay.com/seller-center/shipping/global-shipping-program.html#m22_tb_a2__11

GSP items purchased by your buyer may be covered by an eBay Money Back Guarantee or PayPal Purchase Protection program. eBay and Pitney Bowes shall have no liability and shall have, in their discretion and in any manner that they prefer, the right to dispose of or liquidate parcels (and their contents) that eBay or Pitney Bowes conclude are undeliverable.

eBay Money Back Guarantee: Your sales of GSP items to buyers on ebay.com are subject to the eBay Money Back Guarantee on ebay.com (formerly, eBay Buyer Protection). For eBay Money Back Guarantee cases in which eBay determines that a GSP item sold by you was damaged or not received by your buyer, eBay will review the case to determine whether you or Pitney Bowes should be responsible for the damage or non-delivery. In general, you will be responsible under the eBay Money Back Guarantee policy for the loss of, or damage to, a GSP item until it is accepted at the Global Shipping Center or if the item has been returned to you from the Global Shipping Center. For example, without limiting the generality of the foregoing, you will be held responsible for eBay Money Back Guarantee cases (whether or not a GSP item can be repackaged or returned to you) where eBay finds that:

A GSP item that you sold was noted as damaged by the domestic carrier when received at the Global Shipping Center. A GSP item that you sold was found to be damaged upon opening a parcel (as defined herein), as and if required, after receipt thereof at the Global Shipping Center.
A parcel contains the wrong or no GSP item associated with the buyer's order.
One or more of the following data points provided by you or associated with the GSP item that you sold is incorrect or indeterminable (and it is not practicable for Pitney Bowes to correct):
- Country of manufacture
- Item category
- Item title/description iv. 'HS Classification Code'
- Item condition
- Weight of parcel
- Dimensions of parcel
- However, subject to the foregoing you will not be responsible for the loss of, or damage to, a GSP item after its acceptance at the Global Shipping Center. If eBay finds against you in a case stemming from your buyer's purchase of a GSP item, the applicable coverage amount will include all Program Fees that your buyer paid for the GSP item in addition to the GSP item price. However, you will only be responsible for the amount that has been paid to you by your buyer consisting of the GSP item price and the amount (if any) charged by you to ship the GSP item to the Global Shipping Center.

in reply to 03-22-2016 09:16:12 PM

Last Edited 03-22-2016 09:19:20 PM

@aristotles_id wrote:
In theory, the buyer should escalate the claim, as selller you are not really in a position to assess the damage, but like may things ebay, it is in practice a real mess. That business with the conflicting dates is typical.

So I have some great news - ebay has refunded the buyer, both not requiring them to send the product back and not requiring me to pay for the loss since they agreed it was damaged in transit. And I also recieved a notice that I will not recieve any defects.

I waited until after the 21st as the instructions above indicated. After I returned to the page on the 21st there was a new option to "Ask ebay to step in and help".

I did consider asking the buyer to escalate it, but decided to do it myself to move things along faster instead of delaying the case further.

The strange thing about the escalate to ebay option is they make you pick a reason why you couldn't solve the problem yourself, but they are all things like "buyer didn't return item" or "couldn't work out problems with buyer".

The reason "damanaged in transit" is not on the list , but I just picked "couldn't work things out with the buyer", and then in the comments I put something like "The buyer and I both agreed the product appeared to be damaged in transit after the GSP recieved it.

The buyer reported the package was heavily beaten up, and the device had a brand new drive that was heavily tested prior to shipping, and likely the only way it would have stopped working was handled too roughly, and the condition of the packaging supports that. So i'm escalating so the buyer can be refunded by the GSP program"

Anyways a day after escalating with that, they agreed to refund the buyer in full under the GSP.

I do have to say even though this was a positive experience I am a little worried about using the GSP now since i've just recieved another message that another gsp order has been "delayed" for inspection just like this case did.. So i'm a little scared this new order might end up damanged too if getting held by inspection means extra rough handling. We will see how it goes this time :).

Thanks again everyone for your help - and hope this helps someone else manage their future "damanged in transit" claims.