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Refund?
A buyer wants a refund for an item they purchased from me over a month ago. They claim it arrived totally broken and in peices (with a picture.) It looks to be completely unusable. Should I offer a refund?
3 comments
arraus
Mentor3 weeks ago@reizz_0
I would ask buyer to open an eBay Return Request from the Order page (under Purchase History).
Tell them they will need to include photos of the box, label, and all parts in the Return Request. You'll be able to handle it after that is opened. You can't take action on it until a Return Request, with photo proof, has been submitted.
That's the right way to do it... and so eBay protect you. DO NOT bother trying to resolve issues with buyers before they open a Case. I've found it only hurts me, as a seller.
Be nice about it... sometimes I'm wrong and buyer really did get a damaged item. Not always easy to see a problem. Be nice, but keep telling them you'll be able to assist when they open a Return Request. Personally, I don't provide refunds without a return, partial or otherwise, UNLESS I know it's my mistake, they're willing, and I'm falling on my sword.
Good luck! Luckily, this hardly ever happens (except to sellers that don't pack their items securely).
comics-scifi-collectibles
Mentor3 weeks ago@reizz_0 Do NOT refund anything until they file a return request case. This could be fishing for a refund since it doesn't make sense that it took more than a month to report it arrived damaged. Ask for photos of the box.
If it is more than 30 days since the date of delivery then you are not required to accept the return.
HOWEVER if you don't the buyer can still file a chargeback with their funding method so that's a risk. If they do a chargeback then you are charged a $20 dispute fee in addition to refunding.
arraus
Mentor3 weeks ago · EditedI've only had one chargeback.. and, sadly, way more return requests. They hardly ever happen. I don't think sellers should fear them. Buyers shouldn't submit them unless they've gone through all of eBay's solutions and it's some weird scam.
I 100% agree with @comics-scifi-collectibles . Have them open a Return Request and tell them to include photo of damaged box, shipping label, and item damage in the Request. It's the best you can do.