Buyer claims item arrived damaged

[eye-of-the-tiger-gifts]

I have a buyer who claims the necklace he purchased arrived damaged. It was sent undamaged. The photos he sent show the item was intentionally broken to claim a return. It was impossible for the item to have the type of damage sustained as he claims. It was sent USPS ground advantage.  What is the best way to proceed. 

Thank you!

[cambriachick]

My experience is that you can't fight this.  Ask for pictures of the box as well as the item before you refund.  If you don't refund, eBay will and you'll get a defect.  Then file a claim with USPS, since ground advantage is insured.

[heckofagame]

Has the buyer opened a claim with eBay? 

[ittybitnot]

@eye-of-the-tiger-gifts 

Has the buyer filed a "not as described" claim with eBay, or are they just messaging you? 

[farmalljr]

If the buyer has opened a return for NAD, you have to allow them to return it or just refund their money. If you don't, eBay WILL and you will get an account defect to boot. Like it or not, sometimes this happens. 

Block the buyer from being able to buy from you in the future.

[ittybitnot · Accepted solution]

My experience is that you can't fight this.  Ask for pictures of the box as well as the item before you refund.

@cambriachick 

We don't even know if @eye-of-the-tiger-gifts 's buyer has filed a claim.  Perhaps the seller would like the remaining undamaged beads returned BEFORE giving a refund once the claim is made.  Simply refunding seems a bit premature at this point. 

[krazzykats]

Return for a Refund.

[klhmdg]

If the buyer has opened a Not as Described claim - send a return shipping label. Once you receive the item refund the buyer.

USPS is really good at noting damage on packages. IF the package is not damaged there is little to no chance you will be able to get any money from USPS.

The insurance is seldom paid out.

If the buyer is just sending messages of damage, respond "Im so very sorry. I have no clue how this could happen. Please return for refund"

[dhbookds]

What kind of damage is he claiming that is impossible to have sustained in shipping? 

[eye-of-the-tiger-gifts]

No Just asked for a refund including postage. Thank you 

[eye-of-the-tiger-gifts]

It was both.  Item arrived damage. and they emailed me asking for a full return.Thank you so much!

[albertabrightalberta]

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@eye-of-the-tiger-gifts wrote:

No Just asked for a refund including postage. Thank you 

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Did he open a return request citing the damage as the reason? Or did he just message you?

If there's no request open, tell him to open a return request, which after receiving it, you'll accept. 

[albertabrightalberta]

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@cambriachick wrote:

 Ask for pictures of the box as well as the item before you refund. 

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The buyer isn't required to send pictures unless required by ebay in the return request.