Asking eBay to step in

Question

Hi I sold an item and it broke during delivery. The customer that bought it put in a request for the return and I want to know if I’m as a seller protected the funds are on hold, but don’t know how to ask eBay to step in only options, I see anywhere is to take action and message the buyer and refund Buyer or send the buyer a shipping label or approved returns but nothing about the base stepping in.

comics-scifi-collectibles · Answer

@ampledesignsboutiquexoxo You don't want eBay stepping in as they will rule in the buyers favor, force a refund, and you and get a DEFECT.

Handling returns as seller

Open your Returns dashboard and select View return details from beside the item.

You'll be able to see the buyer's reason for requesting the return, the date you need to respond by, and any additional comments or photos provided by the buyer.

Check buyer returns

From there you can accept the return or just a issue a refund if you don't want to pay return shipping for a damaged item.

Contact your buyer and ask for pictures of the item, the packing material and the box. Ask the buyer to hold on to all items as the postal carrier may wish to see everything before they decide your insurance claim.
USPS is now REQUIRING buyers to bring the items to a local post office before they will pay on a claim.

Insurance claims are not paid for damage in shipping if the seller didn't package the item well enough.

Then you refund the buyer as soon as you have your pictures. The buyer doesn't wait for the insurance payout if any. Insurance is for the SELLER the buyer is covered by the eBay Money Back Guarantee. The seller files the insurance claim.

eBay shipping labels come with $100 insurance except for media mail.

Here's how to file insurance claims with each postal carrier or insurance provider>

https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=