eBay

kalvin@ebay.com · ‎09-26-2013

Do you have questions about the Global Shipping Program? Please post here & I'll do my best to track those answers down for you!

If you have any comments about the program, use this forum instead.

Thanks,

~Kalvin
eBay.ca Community Manager

kalvin@ebay.com

afantiques · ‎04-08-2017

If the item was damaged in transit, it's simple enough, but if there is no damage it is a seller fault problem and the GSP has nothing to do with that.

It could get quite difficule. GSP seller fault returns have always been very obscure. The return nees to be to the seller, and the seller is supposed to pay the return shipping but probably cannot send a Canada Post label. How you'd get your shipping and any import charges back from PB is a mystery..

Probably best if they were damaged in transit.

bobenis · ‎04-08-2017

But how is that determined? It was just shipped in a UPS style plastic bag and the original box underneath.

marnotom! · ‎04-09-2017

@bobenis wrote:

But how is that determined?

By the person who received the item.

afantiques · ‎04-09-2017

Damage in transit is a handy way of dealing simply with a return problem by making it cost free.

It's damaged in transit if you say it is damaged in transit.

The GSP way of dealing with this event is a simple total refund, much simpler than returning possibly useless items to a seller and still being out of pocket.

bobenis · ‎04-09-2017

OK groovy.

So just choose "Arrived Damaged" under the "Why do you want to return this item?"

It shows it will go to the seller so not sure if ebay just intervenes and deals with it?

sylviebee · ‎04-09-2017

@afantiques wrote:
Damage in transit is a handy way of dealing simply with a return problem by making it cost free.

It's damaged in transit if you say it is damaged in transit.

The GSP way of dealing with this event is a simple total refund, much simpler than returning possibly useless items to a seller and still being out of pocket.

I'm totally puzzled where that information comes from.

I've seen that posted many times and in turn I've posted many times that this has not been my experience.

I just had another damaged item arrive which was shipped via the GSP.

All of my communication was with the seller.

The seller opted not to pay return shipping and decided to refund in full without requiring a return.

I asked him what the process was like from his end and he told me that the refund came directly from him and PB was never directly involved. His refund automatically triggered the GSP portion of the refund.

Where during the process does PB (supposedly) get involved? That is, it seems like you're saying that when a buyer files a case for a GSP shipped item which was damaged during transit, that the message somehow lands in P.B.'s inbox. How would that happen?

If not, how and when exactly are you saying that PB gets involved? In my experience they haven't been part of the process other than when the payment to them is automatically refunded.

marnotom! · ‎04-09-2017

@sylviebee wrote:

I just had another damaged item arrive which was shipped via the GSP.
All of my communication was with the seller.

I think this is the crux of the problem. There should be no reason to communicate with the seller of a damaged item forwarded through the GSP except as a courtesy.

@sylviebee wrote:

If not, how and when exactly are you saying that PB gets involved? In my experience they haven't been part of the process other than when the payment to them is automatically refunded.

Where during the process does PB (supposedly) get involved? That is, it seems like you're saying that when a buyer files a case for a GSP shipped item which was damaged during transit, that the message somehow lands in P.B.'s inbox. How would that happen?

When providing information in your case, have you been indicating that the item has been shipped through the GSP and that the item was damaged after the item was received by the Global Shipping Center?

sylviebee · ‎04-09-2017

@marnotom! wrote:
@sylviebee wrote:

I just had another damaged item arrive which was shipped via the GSP.
All of my communication was with the seller.

I think this is the crux of the problem. There should be no reason to communicate with the seller of a damaged item forwarded through the GSP except as a courtesy.
@sylviebee wrote:

If not, how and when exactly are you saying that PB gets involved? In my experience they haven't been part of the process other than when the payment to them is automatically refunded.

Where during the process does PB (supposedly) get involved? That is, it seems like you're saying that when a buyer files a case for a GSP shipped item which was damaged during transit, that the message somehow lands in P.B.'s inbox. How would that happen?

When providing information in your case, have you been indicating that the item has been shipped through the GSP and that the item was damaged after the item was received by the Global Shipping Center?

marnotom1: I'm not interested in debating or arguing with you. Of course the seller was aware that he'd shipped via the GSP.

Where do you get the idea that a buyer can choose whether to file with PB or the seller? There is only one way to file a claim.

marnotom! · ‎04-09-2017

Please re-read my post, Sylvie.

sylviebee · ‎04-09-2017

Just speculating, but It probably works much the same way it does when insured items shipped via the PO directly arrive damaged.

The seller refunds the buyer and then files a claim with the PO.

When items are shipped via the GSP the seller can probably file a claim with the GSP.

However, I doubt that most sellers are aware that they have that option (if they do).

Some sellers will still demand a return although that technically negates the claim, and some sellers will do the same when the GSP is used as happened to me some time ago.

marnotom! · ‎04-09-2017

@sylviebee wrote:

Just speculating, but It probably works much the same way it does when insured items shipped via the PO directly arrive damaged.

The seller refunds the buyer and then files a claim with the PO.
When items are shipped via the GSP the seller can probably file a claim with the GSP.

I doubt it works that way.

With an item shipped directly through the postal system, the seller is on record with the post office as having purchased the postage and insurance, so it makes sense that the person who technically paid for the shipping and insurance gets to file the claim.

With an item forwarded through the GSP, the buyer is on record as having purchased the shipping and other charges associated with getting the item from Kentucky to its destination. The seller has no responsibility for the item's transit once it's been accepted at the Global Shipping Center in Kentucky.

sylviebee · ‎04-10-2017

The seller has no responsibility for the item's transit once it's been accepted at the Global Shipping Center in Kentucky.

That statement makes no sense whatsoever.

When a buyer files a claim for a GSP item, that claim is filed with the seller, and not the folks at the GSP. The buyer isn't given a choice and doesn't even have the option of contacting the GSP.

There is no communication between buyers and the folks at the GSP.

If the seller doesn't in turn notify the GSP, then the folks at the GSP are never even aware that there ever was a claim until or unless the seller (not the GSP) chooses to refund the buyer.

If the seller refunds the buyer, the GSP portion of the refund kicks in automatically.

marnotom! · ‎04-10-2017

Which brings me back to the question I tried to ask earlier.

When you file your claim (I referred to it as a "case" originally because I was trying to use the same terminology as you), do you provide any sort of indication that the item was forwarded through the Global Shipping Program?

Have a look at these threads. They're pretty short and will give you an idea of the procedure that's generally followed when a buyer has an item damaged in transit between Kentucky and its destination:

https://community.ebay.ca/t5/Buying-on-eBay/Item-broken-by-GSP-and-I-can-t-get-anyone-to-refund-my-m...

https://community.ebay.com/t5/Selling/Process-for-Filing-a-Damage-Claim-via-GSP/td-p/26095610

sylviebee · ‎04-10-2017

And here we go............

You are giving out incorrect information. I don't have time to read over old threads which may be incorrect and/or dated.

I'm telling you how it works when buyers (me in the cases I've described) file claims for items shipped via the GSP.

There is nowhere for buyers to involve the GSP when filing claims.

The buyer contacts the seller, and the seller may or may not have the option of including the GSP. (Not my problem.)

In short: The buyer deals only with the seller and how the item was shipped is not the buyer's concern although sellers may have more "give" for GSP items. I don't know.

marnotom! · ‎04-10-2017

@sylviebee wrote:

I'm telling you how it works when buyers (me in the cases I've described) file claims for items shipped via the GSP.

When you file your claim, do you indicate that the item was forwarded through the Global Shipping Program and the item was damaged in transit from Kentucky to its destination?

According to the second thread (which is pretty recent), there's opportunity for the buyer to do so and this is what kicks the claim over the the GSP rather than leaving it in the seller's hands.

sylviebee · ‎04-10-2017

@marnotom! wrote:

According to the second thread (which is pretty recent), there's opportunity for the buyer to do so and this is what kicks the claim over the the GSP rather than leaving it in the seller's hands.

That's incorrect. As I've been saying there is no box to check asking if the item was shipped via the GSP.

As always, claims ask for details and buyers can add details and they may or may not choose to indicate how the item was shipped. For example, directly via the PO, via courier, or via the GSP.

It's up to the seller how they deal with those issues, but there is no box to check which bumps the case over to PB.

Buyers deal with sellers.

marnotom! · ‎04-10-2017

The thread refers to a text box, Sylvie, not a check box.

Do you use the words "Global Shipping Program" when you type out details for your claim?

sylviebee · ‎04-10-2017

marnotom!, I understand what you're suggesting but it's so far-fetched I'm not sure how to respond.

When you file a claim there is a space where you can add details if you choose to do so. I'm sure that most buyers use that space to vent about tense interactions with sellers and also describe the damage to the item. I can't see any reason to describe the method of shipping but if for some reason a buyer chooses to do so there is nothing to prevent it.

If you're suggesting that the system is somehow programmed or rigged to detect the words Global Shipping Program in the space asking for details and then bump the case over to PB that's unlikely.

afantiques · ‎04-10-2017

When items are shipped via the GSP the seller can probably file a claim with the GSP.

No, they can't.

They are in theory and it seems in most cases in practise, out of the loop at this point. They np longer have any responsibility for loss or damage. It is one of the main selling points of the GSP for sellers.

All cases are filed with ebay (or Paypal), not with sellers. The progress and determination of the claim is an ebay or PP process.

It does appear that mention of damage in transit coupled with mention of the GSP does kick the claim into the right track, although this does seem a poor way of doing it. The item number alone should be enough but this would depend on competent programming, and this is ebay.

The worst possible thing to do is get a seler involved in a damage or loss claim with a GSP item.

sylviebee · ‎04-10-2017

@afantiques wrote:

They are in theory and it seems in most cases in practise, out of the loop at this point. They np longer have any responsibility for loss or damage. It is one of the main selling points of the GSP for sellers.

That is outright false and makes absolutely no sense to boot.

Who passed that (false) information on to you?

How many claims have you filed for damaged GSP items? I've filed several (unfortunately a large percentage of GSP items have issues) and the process is no different from non GSP items.

I just completed one and all of my contact was with the seller, just as in previous cases. Since I keep reading this type of illogical nonsense here I decided to ask the seller what it looked like at his end.

Although I didn't ask him if he in turn would file a claim with the GSP, he described the rest of the situation exactly as I've posted about it here.