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Please help - Buyer is lying to try to get a refund of item they/post office damaged
I am having a very difficult time and need help with this. Generally, I sell items well below their value because I am just selling items around my house that I would otherwise get rid of. Because of the (very) low price I sell items at, I do not accept returns. I state this in all of my item posts. I've read horror stories from other sellers explaining that when they do this, sometimes buyers will damage items in order to try to get a refund that way, and that Ebay allows this to happen. I think that might be what is happening to me.
I sold an item for a (whopping, haha) $11.50. The buyer paid for priority mail shipping - use your own box. That's how I shipped the item-- I sent it in the box I actually received it in. The item was breakable, so I wrapped it in three different layers of bubble wrap, it was very well protected, I taped the box very well, and put fragile stickers on the box. And I shipped it out.
I got a message from the buyer a few days later, saying the item was damaged while shipped. At this point, I had no reason to disbelieve the buyer. However, I explained that I am not responsible for damage during shipping; that's why she had postage that carried insurance of up to $100-- it was her responsibility to file a claim with the post office. She refused to file a claim, so I filed it for her (to be kind). When the letter from USPS came telling her to take the item and box to the post office, she refused, and instead filed a refund request through Ebay.
I am shocked by Ebay's refund process. It did not allow me to object to the "damage", or to comment. It only allowed me to send a message to the buyer, in which I reiterated that the "damage" was not my fault, and that she has a claim with the post office.
But, I am concerned that Ebay will now force me to pay to have this item shipped back to me and will force me to pay the buyer, even though none of this is my fault or within my control. I do not want the item shipped back; I want nothing to do with this. I did not damage the item; this buyer has a claim against the post office.
I am guessing that because the buyer is not utilizing the post office insurance, that the buyer probably damaged the item herself as a means to get around my No-Return policy. How do I get ebay to not charge my account?
I have called ebay about 15 times asking to speak with a supervisor and every time and they always get
"disconnected" somehow.
kensgiftshop
·2 years agoYour first mistake was telling the buyer you were not responsible for the damage and they had to file a claim with USPS.
You are responsible for getting the item to the buyer in the condition stated in your listing.
Any carrier insurance is to cover the seller, the buyer has the MBG to cover them.
Now you have two options.
Refund and let them keep the item.
Accept the return, pay return shipping and give a full refund when it's returned.
inceptions
Mentor2 years agoInsurance protects the seller - YOU protect the buyer.
If the item arrives damaged (not as described), you can either accept a return and refund in full when the item comes back or you can refund and not require a return. Since you pay for return shipping, it probably would make more sense to just refund rather than pay for an item to come back to you that you will just have to throw away.
Ask the buyer to attach photos of the damaged item and the packaging to the return request. You can use those to file an insurance claim online. USPS will determine whether packaging was sufficient to refund. Sometimes, USPS requires the recipient to take the item and packaging to the post office for inspection. This is a real hassle for the buyer and she has no obligation to cooperate. That's why the best insurance is packaging in a way that the item CANNOT break in shipping (unless run over by a truck, inside of a truck that's on fire, etc.).
https://www.usps.com/help/claims.htm
sunnieday2323
OP2 years agoSo, let me just make sure I'm understanding this clearly. I ship an item in the exact condition I represented it to be in on Ebay. I put in the notes that all items are sold "as is" and no returns. I ship the item in very good packaging. The buyer still "claims" the item is somehow damaged (no way to prove it, but pretty clear that the buyer intentionally damaged the item upon receipt). They clearly are doing this to avoid the "no return" policy. I still get stuck with having to eat the money? How is this even remotely fair? Also, why wouldn't people just do this every time they receive an item to try to get the item for free? It's not like I can "write off" the damaged item, I'm a person not a business.
(note: this is in writing so intonation is hard to understand: to be clear, I am not trying to be argumentative with you-- I believe your comment was an accurate depiction of what Ebay is doing and I greatly appreciate you responding and explaining. I am trying to figure out how to avoid becoming a victim of scams. This is the second time something like this has happened to me, so now I am out the cost of the item and Ebay is forcing me to pay for return shipping. I've read a lot of other articles on here of people discussing the exact same problem and losing a bunch of money because of this. I'm trying to figure out how to protect myself, or I think I'm done with Ebay.)
mr_lincoln
Mentor2 years ago@sunnieday2323 Keep in mind many of us have seen this scenario play out over and over and over and over again where Sellers "think" they are protected because they state something in their listing and use the No returns accepted policy. They "think" a return is blocked when in fact eBay has two Returns that bypass the No returns accepted policy and forces the Seller to pay for a return shipping label. Those two return claims are:
-Arrived damaged
-Not as described
I am NOT an advocate of the No returns policy being available for ALL items, something sold for Parts only sure but Buyers still need protection if a Seller sends them something other than what was listed.
You will be better off Accepting returns but having them set up that the Buyer pays BUT keep in mind the two reasons above will trump that return policy as well.
You are a relatively new Seller so you are a target for some items you might be selling and some Buyers will try to get things for free or a partial refund so they can turn around and sell them for a profit.
I use Free returns on everything I sell and no, returns don't go through the roof because of that but I also can take advantage of Seller protections if necessary on a bogus return claim. Link below to your Seller Protections.
Really sorry this happened to you but again, we read a lot of similar experiences with Sellers using the No returns accepted Policy ... what they fail to realize is that as far as eBay is concerned it does not mean No refunds.
Seller protections | eBay
inceptions
Mentor2 years ago@sunnieday2323
I am not trying to be argumentative with you...
I understand. 😊
Just a couple of comments...
I ship the item in very good packaging. The buyer still "claims" the item is somehow damaged (no way to prove it, but pretty clear that the buyer intentionally damaged the item upon receipt). They clearly are doing this to avoid the "no return" policy.
No it's not clear at all that the buyer intentionally damaged the item. No matter how well you package, items can be damaged in shipping (sometimes without any visible damage to the packaging) if they land in just the wrong way when they are tossed, thrown, slammed on the floor, or have heavier packages land on them. Putting a fragile sticker on a box isn't doing you any good. Sorting is done by machinery, and you're just sending an invitation to a human who touches the box to "test that theory" if they are so inclined. If you are ever tempted to write "Fragile" on a box, then that's your cue to unpackage the item and package it better.
One more thing to add...There was no description in your listing other than "Cute Precious Moments Figurine" along with your disclaimers (which are overridden by eBay policy). Any buyer can claim an item wasn't as described when there is no description. Also, when selling used items, always be sure to describe wear, defects, flaws, etc.
Also, why wouldn't people just do this every time they receive an item to try to get the item for free? It's not like I can "write off" the damaged item, I'm a person not a business.
Because most people are not dishonest. If you're selling on eBay, you may run into a dishonest buyer, but it's a rare occurrence unless you are selling in a high-risk category. When you sell on eBay or anywhere else, you are conducting business. The rules apply to all sellers (the majority of which are just “a personâ€).
I've read a lot of other articles on here of people discussing the exact same problem and losing a bunch of money because of this. I'm trying to figure out how to protect myself....
You are only going to read the stories about things going wrong on these boards. No one comes to post about the millions of daily transactions that go just as they should. In 19 years as a seller, I can count on a few fingers the transactions I would consider less than desirable. You have to be prepared that some transactions may go south, and you may lose some money as a result, but you can't live in fear of that. If it happens, it happens, and you deal with it then. In the meantime, enjoy the other 99.99% of your time. 😊