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$300 Electronics item "damaged in shipping" Customer wants a return
I shipped out a radio with USPS, and packed it well. The customer received the item and claimed it wasn't packed properly so the item was not as described when he got it as he claimed all of the screws busted out from the bottom of the radio due to shipping damage. I've shipped many of these before and received many and I know if it get damaged the case gets destroyed. The case looks perfect but he showed photos of the box looking a bit beat up and the screws out with the screwposts all broken up like he purposely broke them. I can envision one screw post getting broken if the box is heavily abused but 4 of 5 is highly unlikely and the face that the case is perfect it's very questionable. I offered to drive out over an hour and hand deliver a replacement and he won't entertain the idea. So my question is should I just accept the return and hope for the best? Should I make the buyer retain the radio and start a USPS shipping damage claim and have them call him a liar? Can I do a claim after I receive it back from the buyer if it's broken even more if he doesn't pack it well? What are my options I'd like to talk to eBay directly but I have no direct number. thanks in advance for any insight.
- Eric
golden_flow
OP2 years agoSo I was able to drive out and swap out the broken case on the unit for another pristine one. I'd still like to know the best way to deal with situations like these. eBay is no help as I can't talk to a person anymore... What do we pay for if there is no service?
wooden_flower
Mentor2 years ago@golden_flow
If you want to file a claim, it is best to ask the buyer to hold the item and the box in case his PO wants to inspect it. If you want the item returned, it is a bit of dance - you want the buyer to open a return and print the return label, then you use the refund buyer now option so you are not asking him to wait for his refund until the claim is settled.
They won’t call him a liar, they will just deny the claim. Unless the box has obvious and considerable damage, I think the PO generally denies the claim and then you have to appeal.
You really have only 2 choices when a buyer says not as described - either accept the return or refund without return. If you ask eBay to handle it, they will say return, or on less expensive items they will refund with your money and not require return. You also get a defect for an unresolved case, and the fees are not refunded.
Customer service will tell you the same as above, but will not know how to handle the timing. You can request a call from CS from just about any help page. Find the help page that deals with your issue so you get a rep with knowledge of the subject, then go to the bottom of the page and click contact us.