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Customer said some items were broken? Cannot upload photos?
Customer says items were broken when they received? I directed them to send photos and they said they tried but unsuccessful? Now what?
3 comments
mr_lincoln
Mentor5 months agoHi @kabic-6642
Then you wait for them to provide pictures of the alleged damage. You are a new Seller and some Buyers are not above trying to scam you out of something or get a partial refund with unsupported claims of damage. You did the right thing by requesting pictures.
This is 2026, they can find someone to help them attach pictures to a message to you ... let them know that without pictures for your records you can't recommend a course of action. They have 30 days from confirmed delivery to file a return.
If you want you can also just tell them to file a return and you will send them a pre-paid shipping label. Once you get the items back you have to issue a refund within 2 days BUT, depending on what they return some Seller protections may apply: Seller protections | eBay
Like withholding their paid shipping (unless you offer Free shipping) and up to 50% of the item price if they made a false claim. Before refunding use the Report Buyer link on the Sold item and alert eBay of a problem.
And just so you know, the No return policy you use is the default policy on eBay listing tools and it sends the wrong message to sellers and Buyers:
-Some - many new Sellers think they are immune from having anything returned, not true because Buyers are protected by the eBay money Back Guarantee, familiarize yourself with it so you know what Buyers can do to force a return:
eBay Money Back Guarantee policy
-Some Buyers think they can't return something unless it is broken or they may just pass you by because you don't accept returns. Who knows how many sales you may be missing. You should consider accepting returns for the future.
kabic-6642
OP5 months agoThank you for responding. I directed the customer to send pics through my eBay. Customer said they couldn’t upload on line and preferred to text? I hesitate to give out my personal info? Is this possible that they are unable to send pics thru eBay? This is sad for me . I had those tiki mugs for 35 years! They were procured in Hawaii and when I moved to San Diego they made it in tact. When I moved recently to Nevada they made it in tact! I wish I had kept them now
mr_lincoln
Mentor5 months ago@kabic-6642
Really sorry about those mugs. Since you appear to sell other glassware you obviously know how to pack them securely. If they are truly damaged then you can deal with that when you know that but at this point the fact is you do not know.
Let them know eBay monitors communication between "Trading Partners" (their term for a Buyer and Seller on a transaction) and that is how the two of you need to proceed. eBay also does NOT recommend Sellers giving out their personal information like a phone number. Sorry, but if the Buyer knows how to send a text and attach a pic they should be able to do the same via eBay messaging. They can email a picture from their phone to their computer, save it to a file and then attach that image to an eBay message. This is like Communication 101 in today's world. The Buyer is just lazy would be my guess. Be polite but stick to your guns. You can use any parts of my posts here to help communicate with that Buyer.
While this is not like your situation, years ago I sold an Italian made large Ceramic Parrot mounted on a wooden base, $ 270.00. The Buyer messaged me and said the base had broken off and they would have to buy expensive glue to fix it and wanted a healthy discount. I replied, "Please send pictures for my records." Nothing else, just that message and I waited. A few hours later they messaged back that they had fixed it and the issue was resolved. You see, the base had never come off like they alleged so they could not take pictures of it apart.