My experience with the Global Shipping Program

[circuit484]

This is no way is the seller's fault and I do not blame them at all.

Today I received a package but it was not MY package. My package is in Australia. I am in Canada.

This is my first experience with eBay's GSP and it will be my last and here is why.

Item shipped December 10, 2014. I tracked it through the usual nonsense then it was transferred to CANPAR and I was given another tracking number. On Dec 15 this tracking number said my package cleared customs Dec 15 and was to be delivered Dec 16. I was wondering what CANPAR's policy was if no one was home during the delivery attempt. I emailed their customer service. 12 hours later they replied that my package did not clear customs yet. I replied that their tracking is telling me different and they should look at the accuracy of that and that this response did not answer my actual question at all. Another 12 hours and I received the reply to the original question.

Today, Dec 17, a package shows up. I open it to find the contents all over the box and that this is NOT my package. The package in my possession is someone else's who lives in Australia. I contact the seller and now I have to ship this package to the other person and they are supposed to ship mine to me across half the planet. It turns out after examining the package that whoever received the packages at the depot cross labelled them. After peeling off the CANPAR label the Australian address is plain to see. How stupid do you have to be?

This is the quality of companies that eBay has partnered with to ship us our items? As a result I will no longer trust the Global Shipping Program. It seems to me that the partners are the lowest common denominator shippers in the world seeing as they can not even track their packages let alone label them correctly. Sending my package half way around the world is in no way acceptable. If this was some $10 item I wouldn't care as much but this is a unique item valued over $700. If it is in any way not in perfect condition when I finally get it I would start a claim but them I punish the seller for something out of their control. eBay, you need to have better quality controls on who you partner with.

And of course in all this is the shipper, who through no fault of their own are now on the hook to make it right. They are making it right but where can I give eBay's Global Shipping Program negative feedback without punishing the seller's 100% positive feedback?

In the end, who actually cares? Guess we will find out.

eBay, I'm disappointed to say the least.

[00nevermind00]

You're not the first to have this happen. It really appears that the oafs at the Kentucky hub don't much care about the packages they handle.

Try PMing katherine_hfrgsp. She's the current eBay employee assigned to the GPS mess. Hopefully she can help you with your problem.

[jpdjb5]

Crushed box, opened seal, wrong labels and overcharged shipping cost. Thank you Pitney Bowes for the worst service of the year, and probably, of the world.

[afantiques · Accepted solution]

OP, you should not try swapping packages with the Australian.  As things stand, you can make a claim for item not as described, damaged in transit, and get a full refund with no loss to the seller. So can the Australian.

Being sent the wrong package is 'damage in transit' since the item is materially changed by the shippers. Changed into something else entirely, admittedly, but it's the nearest the system comes to dealing with this fault.

I suggest you contact the person who has your item and work out a plan. Both of you claim for transit damage, then when refunded, and not before, you will have the items and the refunds, so your money is no longer at risk.

You can then exchange items. You are liable to be charged the import tax again, but there is not much you can do about that and it will represent the only cost to you for the item.(Plus a little shipping cost)

Any attempt to settle this through the seller or by sorting it out yourself will simply mess things up further. Once you start shipping your incorrect package anywhere,you lose all buyer protection.

Some solution that leaves you no worse off, from katherine, may be possible, so see if anything happens there first.

[afantiques]

Crushed box, opened seal, wrong labels and overcharged shipping cost. Thank you Pitney Bowes for the worst service of the year, and probably, of the world.

If the item can in any  way be described as damaged, claim for item not as described, damaged in transit. You will get a full refund and not have to return the item.

Receiving a damaged item should be a matter for rejoicing if the item has some residual value, since the claim process will leave you fully refunded and with no need to return the item.

The only way to force the re-shippers to take more care is to claim on every possible occasion, so it becomes too expensive to do it badly.

[micaylah]

All I can add to this is to run fast from anyone employing the GSP. 

Ebay and most Sellers know the mess the GSP is in. Yet since it was an Opt In option, they don't know how to opt out of the most fraudulent shipping program probably to ever have given birth.

Ebay is very vague with their instructions to Sellers as how to opt out. Further to that, they are still extolling the virtues of using this method of shipment. New Sellers are not only opted in automatically, they frequently do not really know what is going on behind the scenes.

I just received an item that asked for import and duty at the door. This is how it should be as I know that  am not being overcharged by Pitney Bowes (who seems to be making money hand over fist as their charges are much higher than what one pays at the door via Customs and Excise).

And lets not forget; Ebay and PayPal are in bed with each other, so most of the time creating a resolution ticket here or PayPal will get you nowhere.

[circuit484]

Tried to PM katherine_hfrgsp as suggested above as well. Hit send and got some kind of authorization mismatch error.

Called eBay's so called customer service today. 75 minutes on hold AFTER a call back. Transferred three times. If I hear "Your call is very important to us ... All calls are answered in the order they are received" one more time I'm going to crack.

Ruby, the representative that finally helped me, opened a ticket and now I have to wait for someone from the GSP to contact me to correct their error. I was told that this is the only way to keep all the parties involved protected and that they will now deal with everyone individually to get the packages to their proper destinations.

I have little faith. After researching GSP issues I have found many many many complains about similar things happening to others.

The more time goes by the more concerned I get about this whole situation. I am considering deleting my eBay account once this is dealt with and never using the service again. Burn me once, shame on you. Burn me twice, shame on me.

I would have to agree with micaylah that the solution here is to NEVER USE eBay's Global Shipping Program and do not buy from sellers who use it.

I will continue to post updates as I am able since this is the #3 hit when searching Google for "Global Shipping Program wrong package" in the hopes that people read this and run away from it as fast as possible.

I have little patience for stupidity and I will not be burned a second time by the same set of idiots if I can help it.

[pjcdn2005]

Unfortunately, I don't have much faith in ebay customer service contacting you as they don't always follow through on that promise. Perhaps the gsp department is different.

If I were you and didn't hear from them within the next day or so, I would file an item not described claim stating that the wrong label was put on at the gsp center. Whenever the gsp is at fault for a not as described item, the seller is not affected by a claim as the gsp will refund you in full and usually do not require  return of the item. That doesn't help you to get the item that you ordered but you shouldn't be out any money.

[afantiques]

Unfortunately, I don't have much faith in ebay customer service contacting you as they don't always follow through on that promise. Perhaps the gsp department is different.

Official word is that this is the only way contact with the GSP specialists works.

Updates welcome

[circuit484]

@pjcdn2005 wrote:

Unfortunately, I don't have much faith in ebay customer service contacting you as they don't always follow through on that promise. Perhaps the gsp department is different.

If I were you and didn't hear from them within the next day or so, I would file an item not described claim stating that the wrong label was put on at the gsp center. Whenever the gsp is at fault for a not as described item, the seller is not affected by a claim as the gsp will refund you in full and usually do not require  return of the item. That doesn't help you to get the item that you ordered but you shouldn't be out any money.

---

I'm already out the $188 in customs and broker fees no matter what. I am in constant contact with the seller. We are both on the same page as far as getting this dealt with in asap. I was promised that they would contact me within 48 hours. If I do not hear from them then on Monday I will spend another hour plus on the phone and file an "item not as described" or whatever else ticket. Whatever it takes. There are limits to my patience and there are protections in place whether eBay's, PayPal's or Mastercard's. I will get the majority of my money back.

I do not suffer fools lightly.

[afantiques]

The seller can do nothing for you at this stage. File that 'Not as described' complaint if you do not hear back.

The probable result is that you and the Australian will be refunded with no need to return the items.

When the dust settles, contact the seller for the ID of the Australian to see if you two buyers can work out some exchange between yourselves. If your item was a lot more valuable, you may not succeed with this but it's worth a try

[circuit484]

---

@afantiques wrote:

The seller can do nothing for you at this stage. File that 'Not as described' complaint if you do not hear back.

The probable result is that you and the Australian will be refunded with no need to return the items.

When the dust settles, contact the seller for the ID of the Australian to see if you two buyers can work out some exchange between yourselves. If your item was a lot more valuable, you may not succeed with this but it's worth a try

---

Both items are the same value. They are Pure-Android unlocked international Motorola-X 2nd gen (2014) phones with custom colours and engraving. The seller orders and buys them and ships them to their customers since Motorola has seen fit to not offer a 32GB version of the Moto-X 2014 outside the US.

This was my xmas present. The longer time goes on the more I just want my money back. All of it. I don't want the phone I have in my possession because all it will do is remind me of the worst customer experience I've ever had and **bleep** me off constantly.

About 20 years ago Purolator lost a $500 hard drive (it was tracked to the plane... theft by employee?) on me and the woman at the counter who did the paperwork didn't insure it as I instructed and asked 3 times to confirm. Purolator gave me my shipping money back and I was out a hard drive and the money I spent buying it. This current experience is a $750 US cell phone plus their outrageous shipping and broker fees. eBay wins the competition for the worst shipping experience ever.

Now eBay's twitter people are asking for information and saying they want to help. Have at it. The more the merrier (except for me because there is no merry in this level of ineptitude).

On the brighter side I am giving them a chance to make it as right as they can as soon as they can. The biggest thing that gets me is that the seller has had no communication from the Australian customer in all this at all. I have his eBay registered address because the invoice was in the box. My wife told me maybe they are on vacation? Time will tell.

[pjcdn2005]

I'm already out the $188 in customs and broker fees no matter what.

As I said, the gsp made a mistake and they should refund you in full including any taxes or custom fees. You don't need to file a claim on the phone, you do it from the item in your purchase history. In this case, you might  want to file it the usual way and then phone to make sure that a real person is looking at it...rather than a bot.

[circuit484]

Yeah, since I've calmed down a bit and my rational brain is taking more control I actually read their money back guarantee. This is not the item I ordered so they owe me a refund of the purchase price plus shipping. I'll call them Monday to confirm I am making the claim for a full refund.

It's their rules. I'll end up with a phone customized for someone else but I won't have paid anything for it and if the Australian ever replies to the seller we may be able to exchange them anyway.

By their timeline I give the seller 3 days (it's now 4) and then they will start the process of a refund within 48 hours. I'm going to hold them to their own timeline and be public about it as well. If they screw me I will make it my mission to spread word of my experience through every means I can think of so others do not fall into this scam.

I am pretty sure there are protections on items shipped that say that the package is not to be opened except by customs or authorities.

[pjcdn2005]

By their timeline I give the seller 3 days (it's now 4) and then they will start the process of a refund within 48 hours. I'm going to hold them to their own timeline and be public about it as well

So you have opened an item not as described claim now?  

[pjcdn2005]

I am pretty sure there are protections on items shipped that say that the package is not to be opened except by customs or authorities.

The gsp buyers agreement states that when you buy through the program you agree to Pitney Bowes acting as your agent. I believe that's why they can open your package.

[femmefan1946]

the package is not to be opened except by customs or authorities.

In this case, Pitney Bowes is acting for the Canadian Border Services Agency-- so they are 'the authorities'.

PB is assessing the value, whether the item is subject to duty, assessing the applicable duty and sales tax, and then remitting that money to Canada. And taking a $5 (or so) fee for doing it.

Not necessarily for doing it well, but the system does work pretty well for the vast majority of transactions.

The repacking is inexcusable, however.

[circuit484]

Called eBay's customer service this morning at 11am EST. Took longer for the robot to confirm my identity than to talk to a person.

I said I wish to change my claim to the money back guarantee. The woman was very helpful and listened to my complaint trying to explain the situation to yet another person yet again (which gets very frustrating.)

So as it stands now I have to wait, yet again, because now I am told that the seller is now informed of the money back request and that the seller has 3 days to make amends. If this doesn't happen then I am to call back on December 29th and I am told I will have to ship the item back to the seller and then I will get my money back within 48 hours. At the end I thanked her for her help and explained nothing said is personal and that I am very frustrated with eBay's GSP and I can not believe they are still using them after all the problems they have with them. She thanked me for my feedback and at the end as I was hanging up I heard her make a noise like someone just showed her a picture of her dead dog or something. I wasn't that bad. I was assertive. Of course, in my experience, most people don't know the difference between assertive and aggressive and want everyone to be apologetic and shy. Regardless, she was the most helpful yet so to her I would give a well done.

Not quite how I wanted this handled but at this point if I get my money back I'll be happy but will still not use eBay's GSP program ever again. I always avoided the GSP but thought that I'd give it a try. Boy was I wrong.

As I get any updates from anyone I'll update here. Thanks for the advice above. I'm not out to scam anyone. Ideally, in the end I'd have the phone I ordered and life would go on. I can see now that this is not going to happen so money back is the next best thing. I'll get a different phone as my replacement and life will go on.

[afantiques]

So as it stands now I have to wait, yet again, because now I am told that the seller is now informed of the money back request and that the seller has 3 days to make amends.

You have been badly advised. Front line ebay customer srevice people know nothing about the GSP, you have to ask for a GSP specialist, they do not transfer you but promise a call back.

THis is not a problem the seller can do anything about and you should not return the phone to the seller.

Please see earlier posts. Ebay CS do more harm than good in these GSP cases because they almost invariably give advice or instructions that do not apply to GSP transactions.

Your recourse is a claim for item not as described, citing 'damaged in transit', specifically, items transposed. I seem to remember that you had some evidence this was done at Erlanger, and it was not a matter of the seller putting the wrong number on the label.

[maggiebvintage2010]

It is amazing how many times good advice can be ignored in favour of time-wasting ill-advised actions, like speaking to an eBay CS rep.  You have been given the wrong advice by eBay CS, and the right advice, several times, here on the board.   I hope you will listen to the advice from "afantiques" and "pjcdn" and open an Item Not as Described Case.  There is no need to waste your time speaking to anyone from eBay - you open it through the Resolution Centre - that is what it is for.