GSP - Item arrived damaged

Nesty

Hi
I know this probably be done to death on here.
Buyer emailed photos of a damaged record LP I sent out to Germany via ebay GSP.
It was very securely packaged.
I am convinced it has been damaged in transit from the Ebay distribution centre onwards.
Can I claim on this. How do I advise my buyer.
Do I have to refund them, claim from ebay?
Thanks

RFW

Nesty wrote: »

Hi
I know this probably be done to death on here.
Buyer emailed photos of a damaged record LP I sent out to Germany via ebay GSP.
It was very securely packaged.
I am convinced it has been damaged in transit from the Ebay distribution centre onwards.
Can I claim on this. How do I advise my buyer.
Do I have to refund them, claim from ebay?
Thanks

I don't know what the terms are on Ebay GSP but you do have to refund. Unless someone along the delivery chain admits to damaging it then it's your fault.

Nesty

Thanks for your reply. I thought that Ebay GSP was fully insured by Ebay via Pitney Bowes and this is why they charge so much for the service?
This is why I am wondering. I thought once it got to the UK GSP distribution centre. It was then ebay's responsibility?

soolin

This suggests that eBay will pay the refund

https://ocsnext.ebay.co.uk/ocs/sc

Nesty

thanks, but what do I have to do? Get them to raise a case of damaged item?

F&L

Twice I've had this happen and both times the buyers opened a returns request claiming the item is not as described. When you open the returns request it will send you to ebay in the buyer's home country. Ignore this and find the return under your account as it will then be in English rather than German.

There will be an option to refuse the return and then a further option to hold the GSP responsible. Do not accept the return as you would then have to provide a pre-paid postage label. Paypal will put a hold on the funds when they open a case but will release it if the case is closed in your favour, which it should if it's been damaged in transit. The GSP centre can and do repackage items.

hiccup123

I've had 2 items arrive damaged via GSP. you will need to get the buyer to open a returns request but don't refund or close the case. Call ebay and let them know that the item was undamaged from your side and that you believe it got damaged after it left global shipping centre. Ebay then open a case and say they will get back to you within 48 hrs. with both my cases ebay closed both cases refunding the buyer in full within 1 hour of ebay opening the case. My account was not impacted in anyway and i lost no money. i got emails from ebay in French and Spanish for the 2 cases ...both saying i had to refund after accepting the return. Ignore these emails and call ebay and they will sort it out. global shipping are responsible for damages and loses after items leave the shipping centre.

hiccup123

F&L wrote: »

Twice I've had this happen and both times the buyers opened a returns request claiming the item is not as described. When you open the returns request it will send you to ebay in the buyer's home country. Ignore this and find the return under your account as it will then be in English rather than German.

There will be an option to refuse the return and then a further option to hold the GSP responsible. Do not accept the return as you would then have to provide a pre-paid postage label. Paypal will put a hold on the funds when they open a case but will release it if the case is closed in your favour, which it should if it's been damaged in transit. The GSP centre can and do repackage items.

good to know. i was confused and called ebay and they took it from there.