eBay

baelzvuv · ‎11-29-2014

I just got an item I bought from the USA w/global shipping.. Paid w/PP through credit card.

total was $56..

$25 for the item

$15 for shipping w/seller

$16 for Global

I was shipped the the wrong item.. I opened a PP dispute and the seller responded "ship it back for a full refund"..

Cheapest shipping by Canada post is $35.. so if he can only refund $40.. I'm ending up with a whopping $5 refund..

I've already responded that it seems quite unfair that I'll have spent $50 and have nothing while he'll have the item back and lost no money.. and this was his mistake.. what can I do do try and recoup more than $5..

Can I get the $16 back from Global Shipping?

Since he shipped the wrong item, is there any other recourse that doesn't involve me losing out completely? Escalating paypal? charge-back from the CC? etc??

Thanks...

pierrelebel · ‎11-29-2014

Unfortunately, you are in the twilight zone here.

eBay has recently modified its Buyer Money Back program.

If you have purchased the item recently on eBay.com you may qualify:

http://pages.ebay.com/help/policies/money-back-guarantee.html

The program for items purchased on eBay.ca is effective January 7th 2015 only.

In any case, I suggest you contact eBay or PayPal for guidance.

00nevermind00 · ‎11-29-2014

@pierrelebel wrote:

In any case, I suggest you contact eBay or PayPal for guidance.

The only way to recoup most of your money is to follow Pierre's suggestion.

I would add: if at first you get turned down, make a stink. Don't give up without a fight. You may be issued a courtesy refund.

Ebay really needs to tell buyers that they risk being out a significant amount of money if they buy from a GSP seller and the item turn out to be Not As Described. It is totally unfair for buyers to be left out of pocket for a mistake made by the seller, and they need to know that this is a risk they take when buying from a GSP seller.

pjcdn2005 · ‎11-29-2014

Perhaps you're aware of something that I'm not but from what I've read, when the buyer files a nad claim they should recover all original fees from paypal. I've also heard but can't confirm that in even when it is the seller's fault, ebay doesn't always require that a buyer return the item when it was purchased through the gsp.

I don't think that the process is always smooth with a gsp purchase so some prodding may need to be done in this case but the buyer should receive back the import and all original shipping fees paid.

pjcdn2005 · ‎11-29-2014

Pierre, I thought that the MBG on .ca is effective now although I'm still not clear on how return shipping works with international transactions. Where do you see January 7th?

pierrelebel · ‎11-29-2014

From eBay: http://pages.ebay.ca/sellerinformation/news/fallupdate2014/ebaymoneybackguarantee.html

eBay Money Back Guarantee and the new after-sale experience will be introduced in several stages:
October 1, 2014
- All purchases made on or after October 1st, 2014 will be eligible for coverage under eBay Money Back Guarantee. Buyers won't be able to open a claim through eBay Money Back Guarantee until the after-sale experience is launched in November.
November 2014
- The streamlined after-sale experience will be made available to some users in the beginning of November 2014. Given the complexity and size of the change, it will take several weeks to be released across the site. Everyone will have access to the new experience from mid-November 2014.
- The streamlined cancellation process within My eBay will be made available to both buyers and sellers.
Early December
- The streamlined after-sale experience will be made available to all users within eBay apps.

Early 2015

The streamlined after-sale experience will be made available to all users accessing the eBay site on their mobile and tablet devices.
==============================================================================

With so many conflicting protection programs affecting Canadian buyers, I did get confused with the new 180 day PayPal deadline to file claims for Canadian buyers, effective January 7th, 2015: (I am old and, as such, allowed to get confused from time to time )

http://www.thestar.com/business/personal_finance/2014/11/28/paypal_offers_longer_refunds_in_2015_ros...

pierrelebel · ‎11-29-2014

I should add that when trying to get clarification from the staff at eBay-Canada, they are often less than helpful, making it difficult for members, even experienced members, from fully understanding the details surrounding those protection policies.

Two weeks ago, on the weekly hour with eBay-Canada staff, I asked a specific question:

"When and how will similar protection be offered to Canadian buyers purchasing on eBay.ca? eBay.com? other international sites?"

The first answer we received was:

"This change is 100% on the PayPal side of things and doesn't impact how buyers are protected on eBay. As far as I know, the only thing that is changing is the time for buyers to file a merchandise dispute (Item Not Received and Significantly Not as Described), which is going from 45 days to 180 days. Here is the link to the Canadian PayPal program changes, please visit that page for more details:

https://www.paypal.com/ca/webapps/mpp/ua/upcoming-policies-full

This is not to be confused with the recent launch of the eBay Money Back Guarantee on the Canadian eBay sites, which aligns the coverage offered to Canadians with what had been in place only on eBay.com since 2008. Now that we have eMBG in Canada, Canadian buyers have the same coverage regardless of whether they buy on eBay.ca or eBay.com."

Trying to clarify the issue, I asked:

"Under the eBay Money Back guarantee buyers must now file a claim within 30 days from expected delivery date. What is the point? They have 180 days under the new PayPal policy.

Question - Under what circumstances would a Canadian buyer lose the ability to file a claim within 180 days if the eBay policy restricts the same buyer to 30 days from expected delivery date?

Finally, how do these new policies affect Canadian sellers? Are the effects of the policies different if a seller lists on eBay.ca or eBay.com? If the buyer buys from the Canadian sellers using eBay.ca or eBay.com?

"Buyers can make a claim through PayPal and get their money back - within 180 days - by making a claim of non-receipt or "substantially not as described".

Now, in case of claims for "substantially not as described", who will pay the return shipping? the buyer? or the Canadian seller?"

To which eBay replied:

"Please refer to the terms of the PayPal Purchase Protection on the PayPal site."

Really helpful, eh!

afantiques · ‎11-29-2014

The UK version of the GSP seems to have different rules. In last wednesday's chat I asked the UK GSP team.

"

afantiques wrote:

In the case of seller fault returns, the buyer has to pay the return shipping and cannot reclaim any of the money paid originally for the international shipping or import charges.
This invariably leaves the buyer heavily out of pocket, even if the seller does not ask for an actual return of the item.
This is in accordance with the GSP user agreement, certainly, but it is very much contrary to the spirit of the 'Money Back Guarantee' since the buyer could well lose half the money they paid for no fault of their own.

Question 1, Does the team consider this is satisfactory and if not, why not?

The reply

afantiques

If the item has been shipped to a buyer in EU and the return is due to seller fault then the buyer is fully protected for the cost of international shipping, item price as well as return shipping costs and eBay will refund all of that. The buyer should not be out of pocket as every EU buyer is protected by distance selling regulations.

In case of non-EU seller fault returns, eBay will once again refund the item cost and international shipping once the buyer opens a case and it is judged in buyers favour. The eBay CS team will usually offer goodwill coupon to cover the international shipping cost on case by case basis.

Make of that what you will. (emphasis added)

baelzvuv · ‎11-30-2014

That's the other thing here.. which I found strange.. trying to open the SNAD via eBay.ca ended up forwarding me to PayPal. It seems that this was because of the GSP.. I also just noticed that both the GSP shipping and the Purchase are appearing in the PP dispute..

I guess I'll try pokeing at paypal & ebay first.. and see if the seller at least comes back with something reasonable..

it would make sense that I would have to pocket the return shipping charges for buyers remorse.. or trivial condition issue etc.. but when you order an apple and the person sends you scissors..

maximus7001 · ‎11-30-2014

Our only experience with the GSP turned out to be worst case scenario.

Seller shipped a new 9mm slim dvd burner in the original styrofoam/box. In kentucky they removed it from the original package and sent it to us in a plain plastic unpadded envelope. Of course it was crushed along the way.

Seller was oblivious to the repacking and wanted it returned in the original packaging and thinks we are in kentucky. They would not believe that the return address was from kentucky since the seller shipped from Seattle. They would not even entertain the possibility that we are in Winnipeg, Canada and the item was repackaged along the way.

We opened a paypal SNAD case and within 4 days we got all the $ back and threw out the crushed drive.

afantiques · ‎11-30-2014

Never involve the seller in any claims of non receipt or damage in transit for GSP items. As you have found, there is nothing they can do except muddy the waters. These cases are between you and the GSP and are usually settled fairly simply. but your refunds may come a few days apart.one for the purchase price and domestic shipping, one for the PB charges.