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Buyer said item arrive damaged. No photos, but FedEx shows package in good shape on porch.
I sent a glass item to a buyer. It was packaged well with bubble wrap. He states it arrived broken. I have a photo from Fed Ex showing the undamaged box delivered on buyers front porch.
I do not accept returns. Please let me know the process I should take for this. Thank you.
3 comments
jacbarcollectibles
Mentor3 weeks agoJust because the package does not show damage does not mean the item inside is not damaged. Shipping carriers are very rough on packages while shipping and the packages tend to get thrown around a lot. Unless the item inside is properly cushioned the item can be damaged but the outer packaging will not show damage.
arraus
Mentor3 weeks ago@caarn_880
You may not like the answer. But this is it...
Ask buyer to create a Return Request (from their Order page) and include photos of the damaged item and box. Return requests requires a photo (sometimes they load useless ones, so I specify what to include).
DO NOT discuss issue until they file Return Request. If they message more... tell them you'll be able to take action once Return Request is opened.
Sadly.. if they say arrived damaged, or in any way not as described, you will need to accept the Return Request and provide a pre-paid return label (can do via eBay from Return Request).
Refund AFTER you get the return, not before.
Report the buyer after they return it. Include the FedEx photo of the pristine box. Probably photo(s) of the return, when you get it. When buyer gets so many strikes, eBay will take action against their account.
I'm sorry this is happening. Sucks! I will say, it doesn't happen often or none of us would keep selling.
This will not hurt your Seller Account. Having buyers file claims actually helps protect you and allows you to report bad actors. If Buyer leaves you negative feedback, but you fulfilled the Claim, eBay will remove the negative feedback and rating.
caarn_880
OP3 weeks agoThank you so much!