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buyer wants refund but item damaged in shipping
Summary: suzie4all sold three copper cups, with one reported dented by the buyer, who demands a full refund. suzie4all provided evidence that the cups were undamaged before shipping and suggested the buyer file a claim with the post office, but the buyer refused. fashionsandbeauty4u advised that eBay's Money Back Guarantee requires a response to any return request and recommended accepting the return to avoid eBay stepping in and forcing a refund. They also noted that rejecting the return could lead to account issues and fees not being refunded. suzie4all expressed frustration about potentially suffering losses due to buyer misconduct.
I sold three copper cups, buyer sent photo showing one cup dented. I have several pictures of the cups prior to sending them. I wrapped them all in bubble wrap and paper. It was well packed. I can only figure it was damaged in shipping or he dropped one. He wants a complete refund. I can document that none were dented. I contacted him and suggested he file claim with post office and that I can attest they were in good condition when sent. He refuses and demand refund. I can show Ebay that they were not dented when sent. What do I do?
fashionsandbeauty4u
Mentor1 month ago@suzie4all
eBay has a 30-day Money Back Guarantee. That Guarantee overrides an individual Seller's no return policy. If the Buyer opens an Item Not as Described return request, you are required to respond within three business days with either a prepaid return label or a refund. If you don't do either on time, eBay can step in and force the refund. You don't want that to happen.
As for the insurance: insurance is for the Seller. The Money Back Guarantee is for the Buyer.
If the Buyer has opened that case on eBay, I strongly recommend that you accept the return, especially since they want a full refund. Once the item is back, you would need to refund in full. If there are no dents when it's returned. you can report the Buyer for misuse of the Money Back Guarantee.
suzie4all
OP1 month agoI know they were not dented when mailed. I have lots of pictures documenting that. It was either damaged in shipping or very likely he dropped one and dented, now he wants to return. I can't resell it dented. If he actually did dent it, why do I have to suffer - I have several picks of them, no dents.
fashionsandbeauty4u
Mentor1 month ago@suzie4all
If the Buyer opened an Item Not as Described refund request, even if it's not true, you really need to accept the return.
If eBay has to step in, they will force the refund from your funds. The Buyer gets to keep the item. You get a serious defect on your account. Ebay will not refund your selling fees or remove negative feedback.
Sellers who offer returns can often deduct part of the refund for damage. Sellers who don't offer returns don't have that Seller Protection.