Item damaged in shipping and buyer does not want to go thru return process to get refund.

Question

I explained return process to buyer but they refuse to follow steps and demands refund or else they will leave negative feedback. Any ideas on what to do?

mr_lincoln · Answer

Hi @ssc4tansu

First, use the Report Buyer link on that transaction.

Next, their Neg FB threat is considered FB Extortion and any like that left for you can be removed.

Did you ask them to send you pictures of the packaging and the item for your records? If not I would do that.

Insurance is for a Seller's protection. The new way insurance claims are handled is the Buyer retains the item and the packing in case the carrier wants to see it and the Buyer has to take it to them if the Seller files an insurance claim ... it sounds like your customer would go ballistic if they had to do that.

I know years ago I got a message from a Buyer that the item they received was broken and they went on about having to buy expensive glue to fix it and on and on. I messaged the to please send pictures for my records, nothing more. I got a message back that they had fixed the item and pictures would not be necessary .... hmmm, was it ever really broken?

eastlaneave · Answer

@ssc4tansu Have the buyer send photos through messages if they will. Use those to file the insurance claim. You can send a refund without them opening a case if you don't want the item back