EBay Global Shipping nightmare - bit of a long shot but can anyone advise?!

[EnjoythemoneyJane]

I’ve recently sold some stuff via the eBay Global Shipping Programme, which allegedly protects buyers and sellers as they fully insure the package for loss and damage.

A buyer in Germany has received an item of mine that looks like it’s been absolutely bashed to buggery in transit (crazily so, despite me packing it very carefully for overseas shipping - it’s metal and heavy and has been scratched, dented and bent out of shape).

He understandably wants his money back but it says on the seller hub that I shouldn’t refund him directly, I should ask eBay to intervene and gives you different ways to do that. I’ve now tried all of them about 20 times from different interfaces and I’m literally going round in Dante-esque circles of hell trying to work out what I’m doing wrong.

The ‘take action’ button continually just gives me the option to refund him and issue return postage (at my expense), so I’ll end up losing the sale and paying international postage for a now unsaleable item, or just losing the money and telling him to chuck it away. And in the meantime I’m losing my fkn mind …

Does anyone know how to resolve this? Please?! How do I escalate it to eBay?

TIA & sorry for long boring post.

Did you send the parcel to the eBay hub for them to post to Germany? If so, they are responsible for dealing with the buyers claim. The simplest way to resolve into ask eBay to phone you. I've always found them really helpful and the call you within minutes of your request.

Ooh, thanks for replying @TheStorksAccomplice

Yes, I posted it to their hub in Lichfield and they dealt directly with the buyer for the international bit.

I’m going to look like a right dimwit, but how do you ask them to call you?! I’m not a business seller btw.

On your Home page, look at the top line and click on Help & Contact
Scroll to the bottom of the page and click on the box titled "Contact us"
Ask for an agent to call you

TYSM, will give it a try!

Sure! Could you provide more details about the issue you're facing with eBay Global Shipping? That way, I can tailor the response to your situation. Are you dealing with lost packages, extra fees, delays, or something else?

Hi. Thanks for replying, the problem is sorted. EBay covered the cost of the item so neither I, nor the buyer, lost out.

If anyone happens to read this thread for future info, I couldn’t see anywhere on my account where you can just request a call - they make it as tricky as possible and try to send you in circles through the FAQ pages.

You have press ‘contact us’, find the topic, go into the chatbot and once you’re in, type that you want to speak to an agent - just keep typing ‘please call me’ or similar. They did call back within 10 mins and sort it out, though, so once you actually get through to someone it’s helpful.