How to report shipping damage / possibly get partial refund?

[sonometrics]

I bought an old tape deck, cost was about $50 USD, total (shipping, etc) cost to me in Canada was $115.

It was just delivered today, by Purolator.  They handled it after it got through customs.  It's clear the box had been opened.  The unit was poorly packed, and it had been dropped, the case is dented, a few broken bits of pastic inside, a solonoid plunger from the transport mechanism was dislodged.    If it had some solid pieces of foam around the unit instead of a small amount of loose popcorn then the shock of the fall wouldn't have dented / damaged it (the deck is not heavy and would have been cushioned by only about an inch of foam). 

I've looked for  "how to report shipping damage to ebay" and have found some answers that include selecting somewhere "report item not as described" - but I don't see that in the drop-down list under "More Actions". 

I feel the seller should be penalized to some degree for packing this item in a half-ass way.  I think I can bring the deck to a usable working state, I would hate to return it (where the seller will just junk it because it's not in a sellable condition right now) but I would like to get something for my efforts (and who pays for the return?).

Any ideas / comments / suggestions here?

I've taken photos and I'm ready to attach them to a complaint form but like I said it's not obvious from the "My Ebay" portal where / how this is done.

[marnotom!]

What is the shipping method stated in the listing?  Did you pay "import charges" at time of purchase?

[pjcdn2005]

The only way to do that and to get compensated or a refund is to open a return request and as a reason for return use damaged in shipping. 

Was this parcel sent through the gsp? If so, it's possible that they opened it at the gsp center and didn't repack it well. If that's the case, then the gsp will refund you in full without requiring a return.

If it was a gsp shipment, note that in the claim do that they realize it may be a gsp problem.

If it was sent to you directly or if it is deemed to be the sellers fault, the seller can either offer you a partial refund (they are not required to do that) OR ask you to return for a refund OR refund you without a return.  The seller is responsible for paying for return shipping.

[femmefan1946]

What you want is a Not As Described Dispute.

But the first suggestion is to Contact the Seller about the problem, which sounds as if poor packaging on his part was the source of the damage.

And KISS, you want a full refund and the seller is allowed to demand the return before refunding.

If you do anything to the machine after receiving it, it would no longer be 'as received' and eBay will not require the refund.

The Not As Described dispute has a textbox. You can keep it simple and just say 'damaged in transit' or you can go into detail.

The reason you don't ask for a partial, although you can accept one if offered, is that many/most sellers will immediately think you are asking for a post-purchase discount, which is considered sketchey at best.

A Not As Described dispute means the seller pays for return shipping, by the way.

If he is in the USA, he can send you money to cover the shipping with Paypal's Send Money service or he can (I think) send a Canada Post shipping label through Shippo.com.

He may need help with pricing so send him this.

https://www.canadapost.ca/cpotools/apps/far/business/findARate?execution=e1s1

Pictures are not really useful-- at least eBay won't use them -- although the seller may learn something from them about his packaging skills.

Don't close the Dispute until you have your refund.

Don't leave feedback until the transaction is resolved. (Also FB has nothing to do with problem solving and is not used by eBay to assess seller accounts.)

[sonometrics]

Shipping method as stated in the original listing: International Priority Shipping.  It went through the Global Shipping Center (Erlanger) on Sept 10/11.  I have no idea how it got to the GSC from the vendor's location or if that has an impact on who ends up delivering it to me.   Cleared customs on the 15'th, delivered to me about an hour ago.  It went through something called the "Metro West Hub" in Ontario after customs. 

I am somewhat surprised that it was Purolator and not Canada Post.  Does the vendor have any influence over who the "last mile" shipper is based on any shipping choices they make?

[lotzofuniquegoodies]

@sonometrics 

It wouldn't hurt to take pictures as to how you received it. As close as you can get. Include the box - sealed. Box - open showing packing material and any visible damage. Pass this on to your seller and see if closely resembles how he sent it to you. Then the seller can let you know the best way to proceed. In the past couriers did in person inspections. Now, in most cases photos and a description of damage can be enough to get the ball rolling. Hard to know exactly where the damage occurred. Just that it did and the item is not safe to use and as noted is not as described. In some cases returning it is not a rational option."Not as Described - Arrived damaged" or Other with details would be a good options to add to reasons in eBay. Sadly caviar wish!!

-Lotz

[sonometrics]

When I scroll down the list of the stuff I've bought, if there is supposed to be a button or links somewhere visible saying "Item not as described" I don't see it.  There is always the button on the right -> "More Actions" which gives a drop-down list of choices  - which seem to vary from item to item.  In NO case do I see "Item not as described" in that list. 

In the current situation, I chose "Return Item". It was after that on the next screen that I could choose "Item arrived damaged".  I wrote a message to the seller, giving my observations and photos, and said I'd accept a partial refund to close the matter (I did not propose a refund amount).  Ebay says the vendor has a few days to respond, and if nothing happens they'll step in. So I'll see what happens...

Oh, to answer the other question about shipping - I was handed the box by the purolator delivery guy - he did not ask for any COD $$$ or anything like that.

[sonometrics]

> If that's the case, then the gsp will refund you in full without requiring a return.

Who starts this refund process with GSC?  The buyer or the seller?

The seller has replied to me, asking what I would consider a fair refund.  I guess I'd ask for the amount above and beyond what I paid the seller, which I recon to be $49 (CAD) or about $37 US.  But if he or we can get some compension from the GSC, then I'd like to be able to explain that to him.

[lotzofuniquegoodies]

As a side note if anyone ever receives a package that you are able to personally sign for and there appears to be damage to box it is best to note at time of delivery. Alternative is to advise carrier/post office as soon as possible that damage was discovered after opening. This way the information is on file for the tracking number. At one time you could mark subject to inspection. Will advise within 24-48 hours. The hand held scanners may or may not have that option. Currently most drivers do not have time to hang around while you inspect. All about documenting in a timely manner.

-Lotz

[femmefan1946]

It went through the Global Shipping Center (Erlanger) on Sept 10/11.

This is important. (Future readers- ALWAYS mention if something has been handled throught the GSP).

GSP won't accept damaged shipments, but are pretty good about refunding when damage happens on their watch.

Which includes dropping the package.

In your Not As Described clearly ask to be passed to a GSP specialist.

Further advantage, GSP really never wants to see the shipment again, so you probably will be asked to dispose of it as you will.

You might, perhaps after all this, want to contact the seller and explain how the poor packing made for a poor experience for you.

His response may inform your Feedback

tyler@ebay 

Can you help @sonometrics  find the missing reason for Dispute?

[pjcdn2005]

You've already started the process and it is you who gets refunded by the gsp, not the seller.

The seller doesn't seem to know how the process works otherwise he wouldn't have offered you a partial refund yet. If it was the gsp's fault, the seller shouldn't be out any money and if they refund you from their funds, they won't be compensated by the gsp.

Since it looks like the item was repacked, it was likely the gsp's fault that there was shipping damage so they should be the ones refunding you in full. However, the ebay process doesn't always realize that it was a problem caused by the gsp. Did you write in the return that it was damaged in shipping and that it was sent by the gsp?

[sonometrics]

> Did you write in the return that it was damaged in shipping and that it was sent by the gsp?

I have only sent him 1 message so far, and I did not mention the GSC/GSP.

I can now tell him in my second message that I have since learned that because the package was handled by the GSP, their policy is a complete refund - but (I guess) it would have to be me stick-handling this.

Problem is, and maybe it has been mentioned already in this thread - how exactly do I back my way out of requesting a refund from the seller and then asking for compensation from the GSP?  I mean, there are buttons and links on-screen for each step?

[femmefan1946]

Your request to the seller was a private message and has nothing to do with the Dispute. Normally it would be a first step in resolving a Dispute.

BTW I looked at the Resolution Centre and for buyers they only showed me two choices:

I bought an item. 

• I haven't received it yet. 
• I received an item that does not match the seller's description.

You would choose the second-- "does not match the seller's description".

Unless you mean you started the Dispute without mentioning the GSP, and went directly to the seller?

You may have to phone Customer Support on this. DEFINITELY tell them you need a GSP specialist. Some of the American ones don't understand concepts like "Canada is not the USA".

[pjcdn2005]

You’re misunderstanding what I’m saying. You’ve already opened the return request which is what you needed to do regardless whether the seller sent the item direct or whether the gsp was used. Either way you are covered by the money back guarantee.

It’s not necessary for you to contact eBay but you can explain to the seller that he might want to do so to make sure that whoever makes the decision realizes the problem was caused by the gsp, not the seller.  It may go in the sellers favour even if they don’t do anything else but he may want to contact eBay just in case.