Buyer received item damaged in shipment

Question

I had UPS custom pack an expensive sewing machine for shipment across the country. It was in perfect working order, and I have pictures. I spent $400 to have it custom packed and insured. It arrived damaged beyond use to the buyer. Do I have her initiate a refund request? I have my shipment receipts and pictures of the damaged item.

twinkling.smile · Accepted Answer

@sac47524

Yes, you have to accept her request and send a return label if you want the item returned.

You have 3 days for doing that.

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115

Near the bottom of the help page are options for contacting eBay. Start with telling that you absolutely want to follow eBayâ€™s rules. Ebay wants sellers to solve this themselves.

Scroll to the bottom of the help page, click on "Contact us", add 'agent' in the chat box. Make a choice between a chat or a call to you.

Wait with that an hour, until after 5 AM PT, eBay is closed now.

Meanwhile, you can claim your insurance money. Good luck with that. If you don't get the item returned, ask the buyer to keep it available for inspection.