EBay Global shipping return as not described- label

Moogles44

Hi, 
so I have been doing eBay global shipping for years and never had an item not as described. I have looked at other threads and I wonder if things have changed? So the buyer is saying it’s not as described, but the things she is talking about mostly actually was mentioned in description( took loads of photos of that but mentioned in description) . But she has found a weenie thing that I missed , as really hard to see,  as her main beef. 

  So eBay is telling me to buy a fedx label for return- I think she’s in America  . I haven’t clicked anything yet . I’m so gutted as I even checked with her before sending that she had seen flaws . Item cost about £50 
anyone had experience with this?

soolin

Yes it happened about 18 months ago. I phoned ebay explained I questioned the return on the basis that it was as described (in my case buyer was stating something there that wasn't actually included in the listing), and ebay closed the case and said that the GSP would deal with it on my behalf. 

It did take me 2 goes on the phone though, the first agent wanted to issue a £3.30 (or whatever) label as that is what she had on her system for returns, and seemed unable to comprehend that a label for a UK return was insufficient for a foreign return.

Moogles44

soolin said:

Yes it happened about 18 months ago. I phoned ebay explained I questioned the return on the basis that it was as described (in my case buyer was stating something there that wasn't actually included in the listing), and ebay closed the case and said that the GSP would deal with it on my behalf. 

It did take me 2 goes on the phone though, the first agent wanted to issue a £3.30 (or whatever) label as that is what she had on her system for returns, and seemed unable to comprehend that a label for a UK return was insufficient for a foreign return.

I think they may have changed it as it actually is telling me to buy a fedex label which I have no idea how much that would cost. Never had that before 

se2020

A FedEx label will be expensive. 
You also get the problem that FedEx will probably charge you import duty and a handling fee when the item gets back to the UK.

Might be cheaper to offer the buyer a partial refund if they are happy to keep the item at a lower price?

soolin

Looking at other forums somewhere within the case where it talks about a return label there should be a cost from ebay, along the lines of 'a label can be supplied and $xx will be taken from your available funds once the label shows as used'. If not, phone ebay and ask them.

Moogles44

Thanks for replies

Unfortunately it doesn’t give price of label , it just says this ;

You received a return request from a buyer and have a few options for responding to it. We know returns can be inconvenient and unexpected, so we want to explain what’s going on and what you can do. What’s going on: The item the buyer wants to return is covered by our eBay Money Back Guarantee, which lets buyers request returns for items they say don’t match the listing description, even when sellers don’t accept returns. What you can do: Accepting a return is typically the best way to proceed. You can also message the buyer to see if you can work something out like a partial refund, but we need a response from you by 04 Jul, 2024 on how you’d like to proceed. If you accept the return, here’s what’s next:

1. You buy a postage label from Fedex, UPS or your preferred delivery company and upload it and the tracking info to eBay. 2. The buyer returns the item and you get to inspect it. 3. You refund the buyer within 2 working days of receiving the return.

soolin

Moogles44 said:

Thanks for replies

Unfortunately it doesn’t give price of label , it just says this ;

You received a return request from a buyer and have a few options for responding to it. We know returns can be inconvenient and unexpected, so we want to explain what’s going on and what you can do. What’s going on: The item the buyer wants to return is covered by our eBay Money Back Guarantee, which lets buyers request returns for items they say don’t match the listing description, even when sellers don’t accept returns. What you can do: Accepting a return is typically the best way to proceed. You can also message the buyer to see if you can work something out like a partial refund, but we need a response from you by 04 Jul, 2024 on how you’d like to proceed. If you accept the return, here’s what’s next:

1. You buy a postage label from Fedex, UPS or your preferred delivery company and upload it and the tracking info to eBay. 2. The buyer returns the item and you get to inspect it. 3. You refund the buyer within 2 working days of receiving the return.

All I can say is as above, phone ebay explain you are in the UK and this was a GSP sale so needs a label from the buyer's country - and ask them to assist.

Moogles44

Update - many thanks for all your advice. 

I’m updating for reference for other people in the same situation. 

So I rang eBay and he said in 95% of time in this situation , it won’t affect the seller? I’m pretty sure that’s what he said. Anyway, my item was a silk item. The buyer claimed it was marked ( along with other things mentioned ) but it wasn’t when I sent it. Apparently, when it gets sent to the global hub, they take the parcels out of the packaging and check the items over . He said if it isn’t as described it will be returned to the seller and if it’s sent it means it was as described. So any damage could be done at the global shipping which I think is a possibility for this item as silk stains if you’ve got dirty or wet fingers. 

he said he will refund me and refund the buyer and she gets to keep the item. he said sometimes they have a form they have to fill out within five days saying that they are being honest and if they don’t fill out that form within five days they don’t get a refund and the case is closed. 

Hope this helps someone in the future.

soolin

Thank you for updating, that is very useful. I always think phoning ebay is the best idea, I've never bene out of pocket on a GSP item yet. 

the_lunatic_is_in_my_head

Moogles44 said:

 Apparently, when it gets sent to the global hub, they take the parcels out of the packaging and check the items over . 

There was Youtube video a few years back where a buyer was complaining about stuff sent via eBay's GSP missing packaging, accessories, etc and new and sealed items being opened. 

I really can't see the warehouse staff are paid enough to professionally examine everything against the listing and make an informed decision as to whether it is as described. 

A cynic might wonder if parcels which are bigger than expected are repackaged to cut down on the shipping costs, I package everything well and overly so if it's going abroad so I'd rather they just left stuff alone. 

Fingers crossed the rep was correct about how the case works and you'll be covered  

Moogles44

Thanks, yes ringing eBay is best . And keep on until you get a good agent to speak to who can sort the problem

I also agree, I don’t think they get paid enough to check everything over properly. I have a strong suspicion that when things go wrong eBay get the money back that hub in Fradley park , as I bet they are seperate to eBay. Reckon it’s like McDonald’s and the delivery drivers - when McDonald’s get it wrong often it comes out the poor innocent delivery drivers money

oh well at least I didn’t get stitched up this time