An FYI regarding the GSP Program - Receiving poorly packaged items

[lotzofuniquegoodies]

Response from eBay Staff on dot com regarding a returned shipment to seller. Full discussion for context below.

Please send me a message with pictures of the item and specifically the damage that was caused during the "repacking". The Pitney facility does not re-pack items for returns, they produce a return label and place it over the original shipping label. The only time they would re-pack an item, is if the initial box and item were damaged in transit to the KY facility. They are required to document and take pictures of these items and open a ticket for GCX to track issues. No ticket has been opened for a damaged item received at the warehouse on this item for your account.

Thank you

https://community.ebay.com/t5/Selling-Q-A/Item-poorly-packaged-by-ebay/qaq-p/31353948/jump-to/first-...

-Lotz

[marnotom!]

Interesting.  This is the first instance I've heard of the Global Shipping Center returning an item to its point of origin.

[lotzofuniquegoodies]

@marnotom! 

Same for me. Most of what I heard was buyers suspecting their items had been repackaged. In following up with the original post the seller did receive a partial credit after several calls. Probably just as a courtesy or to get them off the phone. Sounds like there was a lot of deny, deny deny going on. Possibly wouldn't hurt if PB/GSP were a little better with updating sellers and buyers when there are issues with any shipment. Oops...I think I just cracked my optimism glasses!!

-Lotz

PS. From past experience anything I've ever received that was re-taped or opened and inspected it was with official branded tape. Purolator, Customs etc. Probably no longer in the budget.

[marnotom!]

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@lotzofuniquegoodies wrote:

@marnotom! 

Same for me. Most of what I heard was buyers suspecting their items had been repackaged. In following up with the original post the seller did receive a partial credit after several calls. Probably just as a courtesy or to get them off the phone. Sounds like there was a lot of deny, deny deny going on. Possibly wouldn't hurt if PB/GSP were a little better with updating sellers and buyers when there are issues with any shipment. Oops...I think I just cracked my optimism glasses!!

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It's a bit hard for Pitney Bowes/the GSP to provide updates on a shipment that hasn't reached them yet, though.  If I'm understanding the seller's post correctly, the refund was made by the seller before the item had even reached the Global Shipping Center, and it strikes me that the seller made an error in doing this, although I have no idea how seriously delayed this shipment was.  (I suspect the seller used Media Mail, a low-priority mailing method that's probably even lower in priority right now.)

Because the seller made the refund, the seller would have either had to have forked out the import charges and PB's share of the shipping charge or else the buyer ended up getting shorted.  Not too smart.

[lotzofuniquegoodies]

@marnotom! 

In the original example it was returned by PB to the seller. Time frame and reasoning? Anyone's guess. Basically all it would take is...We see you've cancelled this order. We are returning to you.The part about how it was returned is an entirely different problem.

Updates would be more applicable in cases where items are rejected by PB the buyer and seller should be notified. I would think there should be also some kind of notification where items are being returned...If that is truly what is happening. Just to keep everyone in the loop.

As for the seller they were just trying to keep their buyer happy. As far as I know, Item delayed by PB is not included as a reason for a customer to be ticked off.

-Lotz

[marnotom! · Accepted solution]

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@lotzofuniquegoodies wrote:

As for the seller they were just trying to keep their buyer happy. As far as I know, Item delayed by PB is not included as a reason for a customer to be ticked off.

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But if the seller's story is accurate, the item was not delayed by PBI.  The seller issued the refund before it reached Kentucky.  At least, that's how I interpret this part:

The item got super delayed and the buyer didn't want to wait. I refunded them. The item got to KY and after seeing the sale was cancelled, they . . .

[pjcdn2005]

Because the seller made the refund, the seller would have either had to have forked out the import charges and PB's share of the shipping charge or else the buyer ended up getting shorted.  Not too smart.

I think that since the seller cancelled the order PB would have refunded their portion automatically. As far as PB was concerned the item wasn't shipped since they hadn't handled it at the time of the refund.

[pjcdn2005]

Because the seller made the refund, the seller would have either had to have forked out the import charges and PB's share of the shipping charge or else the buyer ended up getting shorted.  Not too smart.

[marnotom!]

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@pjcdn2005 wrote:

I think that since the seller cancelled the order PB would have refunded their portion automatically. As far as PB was concerned the item wasn't shipped since they hadn't handled it at the time of the refund.

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Yeah, that occurred to me later.  I guess if PB still had the GSP fees associated with the sale, they would have proceeded to forward the record to its destination.  As they now had no $ associated with the sale, I guess they figured it was cheaper to send the item back to the seller than go through the process of trying to sell it off.

[marnotom!]

I think that since the seller cancelled the order PB would have refunded their portion automatically. As far as PB was concerned the item wasn't shipped since they hadn't handled it at the time of the refund.