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I sold a item & the buyer said it was delivered damaged.
I sold a item & the buyer claimed it was damaged. I do not do return, so I told the buyer to place a claim with USPS. Instead the buyer did a claim through eBay. eBay awarded the buyer the claim & refunded the payment to the buyer. eBay then ordered the buyer to return the item. The item has not been returned. I can place a claim to get my funds back through USPS, but not with not the item. Is there not a way I can talk to a person at eBay to solve this issue?
2 comments
house*of*paws
Mentor2 years agoHi @memawnpepaw
Sellers are supposed to supply a prepaid shipping label if they want a damaged item returned. It is not up to the buyer to pay return shipping.
When a seller doesn’t accept a return before eBay is brought into the case … eBay refunds the buyer in full and tells them they can do whatever they want with the item. [eBay would NOT have ‘ordered the buyer to return the item’.]
You can still contact the buyer with an apology for not handling the return better … and offer to pay the return shipping if the buyer is still willing to return the item. You have no leverage … so extreme tact and humility is required. 🙂
BTW, it is NOT the buyer’s responsibility to file an insurance claim. If you intend to file a claim … then the item should NOT be shipped a second time. Request photos of the damaged item AND packaging materials … and file a claim online.
fashionsandbeauty4u
Mentor2 years agoHello memawnpepaw,
Ebay has a 30-day Money Back Guarantee and that overrides an individual Seller's return policy. Insurance is for the Seller. When a Buyer contacts a Seller and claims damage, the Seller needs to refund the Buyer in full and then the Seller needs to file the insurance claim with USPS. Because this did not happen, it seems the Buyer got eBay involved. That would be why eBay issued a refund to the Buyer from your funds. Normally in that case, the Buyer is not required to return the item. Unfortunately, once eBay gets involved, it also creates a defect on your account for not being able to work things out with the Buyer. The Buyer may also leave feedback that eBay will not remove. It is a difficult lesson for Sellers.