Locked
Discussions in this board are limited to the original poster and Community Mentors
Help please - buyer claims items was half empty when received
New buyer purchased an item- a hydramist - DERMALOGICA. I take special care when shipping, foam wrap and then send out in a bubbled wrapped envelope. I take photos BEFORE I SEND OUT and send them to the buyer to avoid hassles and the possibility of fraud. Item was shipped and buyer claims that item leaked or that it was unsealed when it arrived. How do I handle this? I take the time to shipped properly to avoid losses and headaches. HELP!
1 comment
comics-scifi-collectibles
Mentor10 months ago@3olivetrees I understand that this is frustrating.....
A no return policy doesn't mean no refunds. Keep in mind that your return policy is only for buyers remorse returns.... changed mind doesn't fit, etc.
The eBay Money Back Guarantee overrules your returns policy.
Your best option is to at LEAST offer Buyer Pays return shipping that way buyers are less likely to feel that they have to lie about the return reason and they pay return shipping for remorse returns.
The seller ALWAYS pays return shipping for not as described returns.
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=1