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item damaged in shipment
Hello. Recently I shipped an item to a buyer.I do not accept returns unless not as described. It was insured. The item arrived damaged. What is Ebay's policy on how to handle this? Thanks.
Thank you everyone for your input. Buyer was refunded.
treasuresagainllc-3294
Posted 8 months ago · Edited 8 months ago·Last reply 8 months ago
8 comments
mudshark61369
Mentor8 months ago@treasuresagainllc-3294 ,
"I shipped an item to a buyer.I do not accept returns unless not as described. It was insured. The item arrived damaged".
Since the item was damaged when received, it is Not As Described and you have to accept the return per eBay's Money Back Guarantee (MBG) link below. Seller's are responsible to pack items well enough to survive shipping. A No returns policy only protects you from Buyer's Remorse returns. Ex: I didn't like it, it was smaller than I thought, I changed my mind or found it for less... etc.
If you ask the buyer for photos of the item and its package, and if the package shows signs that it was damaged during shipping. You should do an online search for:
" How do I file a damaged package insurance claim USPS ". You have 60 days from the tracking showing Delivered to file a claim.
You do not make the buyer wait until you deal with the shipper before issuing a refund.
If the item was an inexpensive one (under $20 before shipping, I'd just ask them to open a not as described dispute and refund them, without asking for the return.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
wooden_flower
Mentor8 months ago@treasuresagainllc-3294
You are responsible for the item until delivery, so you refund the buyer and the insurance reimburses you.
Ask the buyer for photos of the item and the packaging. Ask the buyer to hold both until you hear about your claim - they may need to take it to their PO for inspection.
Ask the buyer to open a not as described return. Use the ‘refund buyer now’ option in the return to refund the buyer.
Use the photos to file a claim at https://www.usps.com/help/claims.htm assuming it was shipped usps.
treasuresagainllc-3294
OP8 months agoItem was as described .... It was damaged during shipping.
wooden_flower
Mentor8 months ago@treasuresagainllc-3294
Correct - it was not as described when it arrived - it was damaged. They don't have a special reason for damaged in shipment.
You could just refund in full from your sold orders, but then you will get a defect for a seller cancellation. A not as described return is better than a cancellation for your seller performance.
treasuresagainllc-3294
OP8 months agoThank you.
mr_lincoln
Mentor8 months ago@treasuresagainllc-3294
I would like to add to the solution that @wooden_flower has provided and your No returns policy. We have seen this argument for years and the reality is this ... years ago Buyers would lie about a return reason knowing eBay had several reasons that bypass that return policy and forced the seller to pay for a return shipping label and refund within 2 days of getting the item back. And yes, Buyers could lie and still get a Free Return, eBay allowed it but had no way to police it because they never see the item.
Part of the problem is eBay and the fact that the No return policy is the DEFAULT return policy on their listing tool ... it sends the wrong message to Sellers and Buyers. Trust me when I say some Sellers think they are protected against any return, yes we read about that here. They learn the hard way it isn't true. Buyers who are not experienced with the eBay Money Back Guarantee may pass up an item from a Seller who does not offer returns so Sellers with that policy may actually be losing sales.
As to damaged shipments, most of that happens from poorly packaged items. I've seen some horrendous pack jobs in my days from Sellers as well as packages people are shipping at the local Post Office.
Insurance on a shipment is for the Seller NOT the Buyer. Buyers can actually file a return using the reason "Arrived damaged" ...
You may be better served in the long run by Accepting returns. I have been offering Free Returns ever since they came out with that feature. Returns are part of doing business and returns have not gone through the roof with that return policy. Do I get returns? Sure, but the percentage is low and most items I can resell anyway so any losses are minimized.
treasuresagainllc-3294
OP8 months agoThank you for your response. I have sent a refund to buyer.
mr_lincoln
Mentor8 months ago@treasuresagainllc-3294
You are more than welcome.