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Broken item that was insure through usps
I recently sold an item that arrived broken through usps. They buyer is demanding their money back. I personally spoke to ebay and they told me to have the buyer open a claim through ebay and we would go through those channels. It's been 3 weeks they buyer wrote back and is threatening me with a negative feedback if I don't refund the money. Again ,I explained to the buyer what ebay had told me about opening a case through them.. my question is this, is there a way for ebay to remove a feedback that wasn't deserved because I was following their instructions and policy? And question 2. If the item was insured why should I have to return any money, because it was in whole condition when it left my hands.
house*of*paws
Mentor3 years agoHi @that80skid_73
It is the seller's responsibility to file a claim with USPS when an item reports that an item arrived damaged. The seller can ask buyer to provide photos of the damage AND packaging materials so that they're able to file a claim online.
The seller needs to refund the buyer ASAP ... whether or not the buyer has filed a 'return request' ... as that is the seller's responsibility to do that. If you haven't refunded the buyer yet ... then do it immediately ... and offer an apology the the delay.
>> If the item was insured why should I have to return any money, because it was in whole condition when it left my hands? <<
This question indicates that you don't understand how online selling works. The SELLER is responsible for getting the item to the buyer in the same condition as shown in the listing. The insurance protects the SELLER. The buyer has protection from eBay's Money Back Guarantee.
Anyway, your next step is to refund the buyer (with an apology) ... and then meekly ask for photos so that you can file an online claim with USPS. Good luck!