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Help with ebay Global Shipping Program - buyer claiming item not received.

£0.00 @ eBay
I sold an item last month through the GSP. It was posted on the same day as payment was received, and was successfully delivered on the 21st to the uk Centre. Now today the buyer is claiming item not … Read More
JaYy_dOg Avatar
8m, 2w agoPosted 8 months, 2 weeks ago
I sold an item last month through the GSP. It was posted on the same day as payment was received, and was successfully delivered on the 21st to the uk Centre. Now today the buyer is claiming item not received.

I already read before I opted for this that once the item arrives at the UK centre, it is no longer the buyers responsibility.

I have also spoken to ebay through chat service who simply said they cannot provide any information as they do not want to give any false information, since the item case was opened through Italy version of ebay - i would need to contact them?! So i got straight on the phone to ebay UK and explained this to the lovely lady who said dont worry about it you are covered and wont loose anything since ive done my part. I was told to message the seller and explain this to them and they need to contact ebay directly themselves.

Is there a flaw with the ebay GSP system? Why is the buyer still allowed to open the item not received case against the seller directly (me) when the item was received at the UK centre? And why is there a hold for my payment when it isn't my fault? - now I have to admit, i did initially forget to update with a RM tracking as when i did try to enter one it already had a pre-listed one so didnt bother at the time since I have used this before and the ebays provided tracking auto updates in 2 3 days when they receive it. I have just dug out the receipt and shows as delivered 2 days after me posting.

Anyone have any experience with this and know how long does this process take for me to get my money back?
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JaYy_dOg Avatar
8m, 2w agoPosted 8 months, 2 weeks ago
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(27) Jump to unreadPost an answer
Responses/page:
#1
Who is holding the payment? Does the payment to you actually show on PayPal or are you victim to a scam?
#2
They have opened an item not received case through eBay.

There is a payment hold on PayPal, shows on the top as "Pending"
#3
arr good old paypal/ebay

your faukt no matter what even when the my admit its not your fault
#4
Just because a case is opened and the funds are on hold doesn't mean you won't succeed as eBay/Paypal have to allow a case to be opened no matter how dubious it seems.
I sold a £400 item and it was sent via Special Delivery, the buyer left positive feedback and then 4 months later a case was opened.
It was worrying due to the value but that case was dismissed.
#5
you should be ok otherwise it makes a mockery of the GSP guarantee. i.e. feedback, no late markdown etc. but next time don't send anything to Italy they are renowned for missing parcels
#6
Agharta
Just because a case is opened and the funds are on hold doesn't mean you won't succeed as eBay/Paypal have to allow a case to be opened no matter how dubious it seems.
I sold a £400 item and it was sent via Special Delivery, the buyer left positive feedback and then 4 months later a case was opened.
It was worrying due to the value but that case was dismissed.

Damn, what was all this about?

I really don't like how private sales through ebay are also given 6 months to open a case. A buyer could easily mess around with it and send it back after 4-5 months! And we would still have to refund them & take the loss. Even when the buyer has left pos feedback. I can understand this would be great if buying a phone incase it gets blocked you have 6 months !
#7
Avoid Italy is the best advice you will ever receive, trust me.
#8
coathanger
Avoid Italy is the best advice you will ever receive, trust me.

Is there any option I can select to take out italy from now on? All i remember is i click on the GSP before listing
#9
JaYy_dOg
coathanger
Avoid Italy is the best advice you will ever receive, trust me.
Is there any option I can select to take out italy from now on? All i remember is i click on the GSP before listing

don't ship internationally.. just sell to UK mainland only to be on the safe side
#10
Yep they tried this with me early on in the year when I used gsp they told me I could only deal with USA eBay as that is where item was sent loads of messages back and forth. In the end I told them my contact was with uk eBay and as they sent me a message that it was recived at the gsp centre I had that proof if they didn't close down the claim and find in my favour I would take eBay to small claims eBay sided with me that very day.
#11
JaYy_dOg
coathanger
Avoid Italy is the best advice you will ever receive, trust me.
Is there any option I can select to take out italy from now on? All i remember is i click on the GSP before listing
I don't know of any way of doing that.

Well worth continuing with GPS, as the euros value mean UK goods are cheap at the moment and you'll miss those bids.
#12
larrylightweight
Yep they tried this with me early on in the year when I used gsp they told me I could only deal with USA eBay as that is where item was sent loads of messages back and forth. In the end I told them my contact was with uk eBay and as they sent me a message that it was recived at the gsp centre I had that proof if they didn't close down the claim and find in my favour I would take eBay to small claims eBay sided with me that very day.


I felt as though this was going to be a lenghty process, once they told me i need to contact ebay italy! Hence why I rang ebay directly in uk. Was told the buyer needs to contact their ebay themself. I have made contact with the buyer who promptly replied to my message asking for the shipping details of delivery in the UK and i gave them the tracking and royal mail website to track on! I'm pretty sure he is genuine - but he does have only 1 feedback!

Ebay also told me if the buyer doesnt contact their ebay within 8 days, the ebay case will automatically close in my favor as they can see its a gsp case and the item was successfully delivered to uk and will reimburse me and buyer in full. Was just wondering if there was any quicker way to deal with this.
#13
In fact thinking about when they told me they couldn't deal with and only USA eBay could I said how do I contact USA eBay they said sign out and sign back in with .com instead of .co.uk that's went I told them I would not deal with USA eBay as it was sent to a uk eBay gsp centre my only dealing was with the U.K. Side. So this is where it's gets worse for you how can you deal with Italy version of eBay if you don't speak Italian the answer you can't. So tell eBay you have done you're part of the bargain it's been recived at the gsp centre and from that point onwards it's down to eBay uk to deal with eBay Italy it's not down to you from the point it was recived at the gps centre
#14
Exactly my point!

I couldnt even respond to the case as it was all italian! How can i reply if i cant understand - although i do have chrome auto translator, why should i even have to do this it should have already been in English for me to reply to! Happy to take 10% off everything but have to drag this on so long.

This is what I meant, there is a flaw in the gsp system!!!

Will await what they have to say on monday i guess


larrylightweight
In fact thinking about when they told me they couldn't deal with and only USA eBay could I said how do I contact USA eBay they said sign out and sign back in with .com instead of .co.uk that's went I told them I would not deal with USA eBay as it was sent to a uk eBay gsp centre my only dealing was with the U.K. Side. So this is where it's gets worse for you how can you deal with Italy version of eBay if you don't speak Italian the answer you can't. So tell eBay you have done you're part of the bargain it's been recived at the gsp centre and from that point onwards it's down to eBay uk to deal with eBay Italy it's not down to you from the point it was recived at the gps centre
banned#15
I have shipped internationally but always avoid GSP as it seems kind of confusing and dubious.

Hope it works out for you.
#16
JaYy_dOg
Exactly my point!

I couldnt even respond to the case as it was all italian! How can i reply if i cant understand - although i do have chrome auto translator, why should i even have to do this it should have already been in English for me to reply to! Happy to take 10% off everything but have to drag this on so long.

This is what I meant, there is a flaw in the gsp system!!!

Will await what they have to say on monday i guess


larrylightweight
In fact thinking about when they told me they couldn't deal with and only USA eBay could I said how do I contact USA eBay they said sign out and sign back in with .com instead of .co.uk that's went I told them I would not deal with USA eBay as it was sent to a uk eBay gsp centre my only dealing was with the U.K. Side. So this is where it's gets worse for you how can you deal with Italy version of eBay if you don't speak Italian the answer you can't. So tell eBay you have done you're part of the bargain it's been recived at the gsp centre and from that point onwards it's down to eBay uk to deal with eBay Italy it's not down to you from the point it was recived at the gps centre


Yep the GSP system is flawed or they try use that as an excuse.

My case was slightly different in the fact the buyer in the USA said item was damaged so I asked them was their any box damage they said yes some so I contacted eBay uk and they said they wanted photo of box damage if it was they would find in my favour as gsp damaged it so I asked buyer send photo. I then passed those photos on to eBay who then said its not enough damage to find in my favour so I told eBay it's not even the box I sent it in you must of reboxed it at the centre they said yes sometimes they do that I said good that means you had it out the box I sent it in and who ever reboxed it must of knew it wasn't damaged other wise they wouldn't of reboxed it and sent it on. This went on for days until I said right iv had enough you posted it onwards from the gsp centre in a different box and I am not contacting USA eBay the buyer sent the photo you's asked for if you don't shut this case and find in my favour I'll see you in court along those lines any way. I just looked in my eBay to find exact message but can't access it from my iPhone but yes I think sometimes eBay try it on a bit you always get one chat person giving different info to another chat person. I used eBay weekly for sending out in all the years iv never had a problem this year has been the worst iv had enough and I will take someone to court if I have to. The good thing is most people are honest I have got it wrong in the past and am happy to refund strait away no problem feedback is the most important thing nobody wants bad feedback.
#17
So just wanted to update. After my contact with ebay through live chat yesterday where I was told I need to contact Italy ebay directly????????? anyways was told ebay would respond to me in 24/48 hours regarding our chat conversation. This morning I received this email;

Thank you for contacting the Italian eBay Customer Support.
We are happy to assist you further. However, as you agreed upon the terms and conditions in Italian, we are only able to offer you assistance in Italian.
Should you have trouble understanding the message below, you could ask a friend or a colleague to translate or you could consult an online translation service that, although not 100% accurate, may serve as reference.
If your query is related to a different eBay site, you should contact the corresponding Customer Support, since features differ from one eBay site to another. Go to that site and click on 'Contact Us' on any Help page.
Thanks for your understanding. I wish you all the best with your future transactions on eBay.
Answer to your question in Italian :


Gentile xxxx,

grazie di aver contattato il servizio clienti eBay, sono Eriona lieta di offrirti la mia assistenza.

Ti rispondo in merito alla tua richiesta di informazioni per la controversia aperta dall'acquirente "xxxxxxxxxx", per l'oggetto non ricevuto Nr xxxxxxxxxxxx.

Dai controlli effettuati mi risulta che hai fornito il codice di tracciabilità "xxxxxxxxxxx", all'acquirente tramite messaggistica.

Controllando su https://www.royalmail.com/track-your-item però il codice non fornisce informazioni dettagliate sulla spedizione.

Senza specificare l'indirizzo della consegna, quindi non possiamo verificare se l'acquirente ha effettivamente ricevuto l'oggetto.

Inoltre ho cercato di localizzarlo su diversi siti Italiani di spedizione, ma non sono riuscita a risalire a nessuna informazione.

Ti consiglio pertanto di trovare il codice di tracciabilità generato nel momento che è entrato in Italia, o almeno di farci sapere quale spedizioniere Italiano lo ha preso in gestione.

Dovrai dimostrare che l'oggetto è stato consegnato, al seguente indirizzo che l'acquirente ha specificato nei dettagli di questo ordine:

xxxxxxxxxx
xxxxxxxxxx
xxxxxxxxx
xxxxxxxxx

Ti informo che attualmente con il codice inserito non sei tutelato, e se l'acquirente in questione dopo gli 8 giorni dal apertura dovesse chiedere il nostro intervento, basandoci sulle attuali prove, il caso si potrebbe chiudere a favore dell'acquirente.

xxxxxxxx, spero di averti chiarito in merito alla tua richiesta. Se hai bisogno di ulteriore necessità di assistenza, non esitare a ricontattarci.

Ti auguro buon proseguimento di serata.

Cordiali Saluti.
Eriona B.
Servizio Clienti eBay.


Edited By: JaYy_dOg on Nov 06, 2016 16:19: ..
#18
I couldn't understand one bit what the hell this email meant, even after translating. When did i accept the italian terms and condition??

Anyways, i ignored this and let the case go on as is.

About half hour ago, i received an email saying the case on ebay has been closed as another case for the same item has been opened through paypal. I instantly called PayPal and was put through to the claims specialists and spoke to another lovely lady, who checked the tracking number who confirmed delivery, then wanted to see how far the Nottingham centre was from the buyers address (in Italy), but then realised this was a GSP sale through ebay so was told don't worry, i only need to prove i posted to the GSP centre. She only asked me for proof of postage, a photo of the receipt to be provided as supporting evidence through the Paypal case. 10 mins after the phone call, just got an email stating the case has been closed in my favour and all money restored.

I kind of feel bad for the buyer - who now has no leg to stand on I guess. As they were covered under the ebay buyer protection but since they have closed the case on there, and PayPal has sided with me, how would they get their money back??



Anyways, I hope this helps someone in the future.
#19
Don't feel bad for the buyer. GSP, means all you have to do is prove delivery to the Putney Bowes address in the UK. PB then repack and forward the parcel. Both Ebay and Paypal protect the seller from INR (item not received) as long as the item can be tracked to the GSP depot. The buyer can still appeal and should receive a refund from Ebay, but from their coffers and not yours.

http://pages.ebay.co.uk/shipping/globalshipping/seller-tnc.html section 11.

eBay Money Back Guarantee and PayPal Buyer Protection Programme.
GSP Items purchased by your Buyer may be covered by the eBay Money Back Guarantee or PayPal Buyer Protection programme applicable to the eBay site where the Buyer purchases the GSP Item.
In general, you will be responsible under the eBay Money Back Guarantee or the PayPal Buyer Protection for the loss of, or damage to, a GSP Item until it is accepted at the UK Shipping Centre or if the item has been returned to you from the UK Shipping Centre. For example, you will be held responsible for eBay Money Back Guarantee cases or for P
#20
windym
Don't feel bad for the buyer. GSP, means all you have to do is prove delivery to the Putney Bowes address in the UK. PB then repack and forward the parcel. Both Ebay and Paypal protect the seller from INR (item not received) as long as the item can be tracked to the GSP depot. The buyer can still appeal and should receive a refund from Ebay, but from their coffers and not yours. http://pages.ebay.co.uk/shipping/globalshipping/seller-tnc.html section 11.
eBay Money Back Guarantee and PayPal Buyer Protection Programme.
GSP Items purchased by your Buyer may be covered by the eBay Money Back Guarantee or PayPal Buyer Protection programme applicable to the eBay site where the Buyer purchases the GSP Item.
In general, you will be responsible under the eBay Money Back Guarantee or the PayPal Buyer Protection for the loss of, or damage to, a GSP Item until it is accepted at the UK Shipping Centre or if the item has been returned to you from the UK Shipping Centre. For example, you will be held responsible for eBay Money Back Guarantee cases or for P


Yes I understand that. But the buyer closed down the case on eBay to file a PayPal dispute. Are they still able to appeal back to eBay/PayPal?
#21
JaYy_dOg
windym
Don't feel bad for the buyer. GSP, means all you have to do is prove delivery to the Putney Bowes address in the UK. PB then repack and forward the parcel. Both Ebay and Paypal protect the seller from INR (item not received) as long as the item can be tracked to the GSP depot. The buyer can still appeal and should receive a refund from Ebay, but from their coffers and not yours. http://pages.ebay.co.uk/shipping/globalshipping/seller-tnc.html section 11.
eBay Money Back Guarantee and PayPal Buyer Protection Programme.
GSP Items purchased by your Buyer may be covered by the eBay Money Back Guarantee or PayPal Buyer Protection programme applicable to the eBay site where the Buyer purchases the GSP Item.
In general, you will be responsible under the eBay Money Back Guarantee or the PayPal Buyer Protection for the loss of, or damage to, a GSP Item until it is accepted at the UK Shipping Centre or if the item has been returned to you from the UK Shipping Centre. For example, you will be held responsible for eBay Money Back Guarantee cases or for P
Yes I understand that. But the buyer closed down the case on eBay to file a PayPal dispute. Are they still able to appeal back to eBay/PayPal?
They can only have one dispute open, so had to close the one to have the other. Once closed, you cannot reopen a dispute for the same reason.

If they claimed INR (item not received) and the item was showing as delivered, they can only then open a SNAD (significantly to as described), they can't reopen the same case. A buyer can appeal (as can a seller) but usually it means the platform (eBay or paypal) foot the appeals reimbursement.
#22
JaYy_dOg
windym
Don't feel bad for the buyer. GSP, means all you have to do is prove delivery to the Putney Bowes address in the UK. PB then repack and forward the parcel. Both Ebay and Paypal protect the seller from INR (item not received) as long as the item can be tracked to the GSP depot. The buyer can still appeal and should receive a refund from Ebay, but from their coffers and not yours. http://pages.ebay.co.uk/shipping/globalshipping/seller-tnc.html section 11.
eBay Money Back Guarantee and PayPal Buyer Protection Programme.
GSP Items purchased by your Buyer may be covered by the eBay Money Back Guarantee or PayPal Buyer Protection programme applicable to the eBay site where the Buyer purchases the GSP Item.
In general, you will be responsible under the eBay Money Back Guarantee or the PayPal Buyer Protection for the loss of, or damage to, a GSP Item until it is accepted at the UK Shipping Centre or if the item has been returned to you from the UK Shipping Centre. For example, you will be held responsible for eBay Money Back Guarantee cases or for P
Yes I understand that. But the buyer closed down the case on eBay to file a PayPal dispute. Are they still able to appeal back to eBay/PayPal?

Too late for them. They cannot reopen a case if they closed it. Also inform PayPal a case was already opened on eBay and state it has now been closed, then they'll close the PayPal one too.
#23
joshp
JaYy_dOg
windym
Don't feel bad for the buyer. GSP, means all you have to do is prove delivery to the Putney Bowes address in the UK. PB then repack and forward the parcel. Both Ebay and Paypal protect the seller from INR (item not received) as long as the item can be tracked to the GSP depot. The buyer can still appeal and should receive a refund from Ebay, but from their coffers and not yours. http://pages.ebay.co.uk/shipping/globalshipping/seller-tnc.html section 11.
eBay Money Back Guarantee and PayPal Buyer Protection Programme.
GSP Items purchased by your Buyer may be covered by the eBay Money Back Guarantee or PayPal Buyer Protection programme applicable to the eBay site where the Buyer purchases the GSP Item.
In general, you will be responsible under the eBay Money Back Guarantee or the PayPal Buyer Protection for the loss of, or damage to, a GSP Item until it is accepted at the UK Shipping Centre or if the item has been returned to you from the UK Shipping Centre. For example, you will be held responsible for eBay Money Back Guarantee cases or for P
Yes I understand that. But the buyer closed down the case on eBay to file a PayPal dispute. Are they still able to appeal back to eBay/PayPal?
Too late for them. They cannot reopen a case if they closed it. Also inform PayPal a case was already opened on eBay and state it has now been closed, then they'll close the PayPal one too.


This is what i meant. They have closed down the ebay case, and lost the Paypal case. so where do they stand with this
#24
JaYy_dOg
joshp
JaYy_dOg
windym
Don't feel bad for the buyer. GSP, means all you have to do is prove delivery to the Putney Bowes address in the UK. PB then repack and forward the parcel. Both Ebay and Paypal protect the seller from INR (item not received) as long as the item can be tracked to the GSP depot. The buyer can still appeal and should receive a refund from Ebay, but from their coffers and not yours. http://pages.ebay.co.uk/shipping/globalshipping/seller-tnc.html section 11.
eBay Money Back Guarantee and PayPal Buyer Protection Programme.
GSP Items purchased by your Buyer may be covered by the eBay Money Back Guarantee or PayPal Buyer Protection programme applicable to the eBay site where the Buyer purchases the GSP Item.
In general, you will be responsible under the eBay Money Back Guarantee or the PayPal Buyer Protection for the loss of, or damage to, a GSP Item until it is accepted at the UK Shipping Centre or if the item has been returned to you from the UK Shipping Centre. For example, you will be held responsible for eBay Money Back Guarantee cases or for P
Yes I understand that. But the buyer closed down the case on eBay to file a PayPal dispute. Are they still able to appeal back to eBay/PayPal?
Too late for them. They cannot reopen a case if they closed it. Also inform PayPal a case was already opened on eBay and state it has now been closed, then they'll close the PayPal one too.
This is what i meant. They have closed down the ebay case, and lost the Paypal case. so where do they stand with this

No where. They can't do anything now except for perhaps claim on their payment card if rules apply in their country. All you need to do is keep the proof of postage safe.
#25
I see they tried to pass you on to Italian eBay saying you accepted them t&c Id like to know at what point did you accept those conditions once you agreed to GSP I doubt it other wise you'd be agreeing to every other countries ebays t&c. The uk part of the postage was covered by you the worldwide part was eBay and the GSP contract with the buyer. I can't believe eBay are still trying this game of passing people on to other worldwide eBay sites and not taking responsibility once it's been though the GSP centre. I am going to work out who to contact about this tomorrow and let them know what is going on as I thought mine was a one off crossed wires maybe after reading this it must be happening every day to others.
#26
larrylightweight
I see they tried to pass you on to Italian eBay saying you accepted them t&c Id like to know at what point did you accept those conditions once you agreed to GSP I doubt it other wise you'd be agreeing to every other countries ebays t&c. The uk part of the postage was covered by you the worldwide part was eBay and the GSP contract with the buyer. I can't believe eBay are still trying this game of passing people on to other worldwide eBay sites and not taking responsibility once it's been though the GSP centre. I am going to work out who to contact about this tomorrow and let them know what is going on as I thought mine was a one off crossed wires maybe after reading this it must be happening every day to others.

Exactly! I have no idea where that even came from. All i remember was I had to log into the italian ebay website in order to respond to the case. Soon as i clicked on respond, it prompted me to log in - which I did. But even then the case would not allow me to post a reply, would simply keep going back to the same page. Once again, i do feel for the buyer as this was no fault of thiers and am 100% sure it was eBay IT who must have asked the buyer to open the case via Paypal instead to deal with this!! Which seem to have gone all wrong for them. They only had 1 feedback so doubt they know the ins and out of eBay! I will assist them in every way possible. The item was £90 - so wasn't cheap!
#27
JaYy_dOg
larrylightweight
I see they tried to pass you on to Italian eBay saying you accepted them t&c Id like to know at what point did you accept those conditions once you agreed to GSP I doubt it other wise you'd be agreeing to every other countries ebays t&c. The uk part of the postage was covered by you the worldwide part was eBay and the GSP contract with the buyer. I can't believe eBay are still trying this game of passing people on to other worldwide eBay sites and not taking responsibility once it's been though the GSP centre. I am going to work out who to contact about this tomorrow and let them know what is going on as I thought mine was a one off crossed wires maybe after reading this it must be happening every day to others.

Exactly! I have no idea where that even came from. All i remember was I had to log into the italian ebay website in order to respond to the case. Soon as i clicked on respond, it prompted me to log in - which I did. But even then the case would not allow me to post a reply, would simply keep going back to the same page. Once again, i do feel for the buyer as this was no fault of thiers and am 100% sure it was eBay IT who must have asked the buyer to open the case via Paypal instead to deal with this!! Which seem to have gone all wrong for them. They only had 1 feedback so doubt they know the ins and out of eBay! I will assist them in every way possible. The item was £90 - so wasn't cheap!


At least you doing the decent thing and helping the buyer it's eBay I have a grudge with these days always trying to pass the blame. Iv cut back on selling a bit over the last few months. FB selling pages have been much better although that can be a pain if you wait in and then get a no show. eBay has its good points. I really begrudge having to pay 10% on the postage costs as well thats not even ebays money to take 10% on its money sent by the buyer for the seller to pay the post/courier to send purchased item with' they should only be allowed to take a percentage on the actual bid/buy it now price

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