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Customer says item damaged
I recently sold a doll that the customer is saying has damage to it. I received the doll from my grandmother who, as I know, never took the doll out of the box. I have stored it as I received it for over 20 yrs and finally decided to sell. Sadly I did not open the doll box to thoroughly inspect the doll. The buyer provided pictures of the hole in the clothing. However, it is not clear if the damage was there before I sold or not. A refund has been requested. Suggestions?
6 comments
glor4870
OP2 days agoThe buyer opened a returns and I accepted and provided them the label. The package just arrived and I was required to pay $35 in shipping or refuse the package. What recourse do I have?
inceptions
Mentoryesterday at 3:43 PM@glor4870
You'll need to inquire with the carrier about the $35 underpayment. I doubt a doll could ship for $6.99 so you most likely made an error on your item listing which is why the buyer paid so little for shipping. The cost is based on package size and weight as well as distance between you and the buyer.
I noticed you used a flat rate shipping (same cost no matter where the item was shipped). In the future, it's better to use calculated shipping so that eBay charges the buyer based on the buyers zip code along with the other parameters.
glor4870
OPyesterday at 4:43 PMNot sure USPS will provide any information that would help resolve this timely or provide me any type of recourse for this.
This customer interaction has been a horrible experience. The additional $35 expense really is making it seem like it isn't work trying/using ebay.
I thought I measured the box and weighed it but that could have been a different box. Still, I feel the customer would have complained if he/she had to pay additional fee to receive the package.
inceptions
Mentoryesterday at 6:20 PM@glor4870
This has nothing to do with eBay, it has to do with the parameters you used for your shipping label, the flat rate shipping cost you entered on the listing, and the actual cost to ship the package that the carrier charges.
The carrier should be able to tell you why there was an $35 fee due if you provide the exact dimensions, weight, and buyer zip code.
The buyer may not have been charged an extra fee for the package if the carrier didn't catch it at some point during the transit stream.
inceptions
Mentor1 week ago · EditedHi @glor4870
If the buyer opened a return request, accept the return as you're required to do to avoid a defect on your selling record (not to mention to provide good customer service). Wait to refund until the item arrives back to you. Otherwise, eBay will refund the buyer out of your funds and allow her to keep the item.
If the buyer hasn't opened a return request yet, ask her to so that you can resolve the problem.
Below is a link to eBay's Money Back Guarantee:
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
glor4870
OPyesterday at 2:01 PMI accepted the return and paid the $6.99 for the shipping label. The item finally arrived but my options were to pay the $35 for postage due or refuse the item. When the item was sold, the buyer paid $6.99 for shipping and won the item for $61. I have paid 2x6.99 for labels and now have paid $35 to get the item back. There is no way this should have cost $35. Do I have any recourse?