Refund requests

Question

I'm a relatively new seller, about a year now.

I've have 100% positive feedback and do my best in packing and quickly shipping items. But in the past week I've had 2 refund requests. 1 undelivered although tracking states it was delivered and one damaged item.

I've quickly refunded money, but Im curious if this is common, or am I getting scammed? There were photos of damaged item. Could this be AI? Thank you for any feedback.

inceptions · Answer

Hi @byrdie_house

If tracking showed the package was delivered to the address provided by the buyer in the Order Details, you did not owe that buyer a refund.

A damaged item is a damaged item. You do owe that buyer a refund, but you can ask the buyer for photos of the broken item and the packaging so you could submit a claim with the carrier. See this link for information about filing an insurance claim:

https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=3&pos=1&query=Shipping%20insurance&intent=insurance%20claim&lucenceai=lucenceai&docId=HELP1339