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How do I contact ebay about a buyer saying item came damaged?
Hi all!
I'm wondering how I should contact eBay about someone saying that the item came damaged. I sent the item in very good condition and he's saying parts of it came broken. How do I get in touch with eBay?
Thanks in advance!
8 comments
momtoabeautifuldaughter
Mentor10 months agoNo need to contact eBay.
If the item came broken then you need to refund your buyer either after a return or if you don't want the item back then just refund without return.
labe_123137
OP10 months agoThank you for your response.
But I have to ask, why is it that I have to do a refund if I shipped the package in pristine condition? What if the seller purposely damaged the product? It seems like I'm the one getting punished for the fault of someone else.
Thank you again!
momtoabeautifuldaughter
Mentor10 months agoBecause eBay doesn't know for sure if that is the item you actually sent. Anyway, if you want your item back you will have to pay to get it back if they open a case.
labe_123137
OP10 months agoSo I need to pay even if the seller damaged the item?
momtoabeautifuldaughter
Mentor10 months agoSince you can't prove it, yes
comics-scifi-collectibles
Mentor10 months ago@labe_123137 If it arrived damaged then you are responsible for refunding the buyer.
Contact your buyer and ask for pictures of the item, the packing material and the box. Ask the buyer to hold on to all items as the postal carrier may wish to see everything before they decide your insurance claim.
USPS is now REQUIRING buyers to bring the items to a local post office before they will pay on a claim.
Insurance claims are not paid for damage in shipping if the seller didn't package the item well enough.
Then you refund the buyer as soon as you have your pictures.
The buyer doesn't wait for the insurance payout if any.
Insurance is for the SELLER the buyer is covered by the eBay Money Back Guarantee. The seller files the insurance claim.
eBay shipping labels come with $100 insurance except for media mail.
Here's how to file insurance claims with each postal carrier or insurance provider>
https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=
labe_123137
OP10 months agoThanks for the info. I shipped with FedEx. I had the buyer take pictures of the damages. What more should I be doing?
comics-scifi-collectibles
Mentor10 months agoHere's how to file the Fed Ex claim
Did you ship ground economy? Did you pay for extra insurance?
FedEx Shipping Insurance and Claims
FedEx labels include up to $100 liability coverage from FedEx for all services. If your item’s declared value is over $100, you can purchase additional coverage for up to $1,000 from FedEx for all services except Ground Economy. Declared value limits vary by the type of item and can’t exceed the price of the item. Learn more about FedEx declared value.
Filing a FedEx claim
If something goes wrong with your delivery, you can file a claim with FedEx. For all services except Ground Economy, please visit FedEx to file and manage your claim.
If you used FedEx Ground Economy and your package is damaged or lost from the time it’s first scanned by FedEx until it's delivered to a USPS facility, FedEx Ground Economy is responsible for a maximum replacement value of up to $100 plus transportation costs.
Starting March, 2025, you can file Ground Economy claims directly with FedEx. To submit your claim, go to the FedEx website, and download and complete the ‘FedEx Ground Economy Claim Form’.
Once submitted, the claim resolution process takes approximately 4-6 weeks. FedEx will email you about the status of your claim. Approved claims are paid to you by check.
With FedEx Ground Economy claims keep in mind: