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Return request
Buyer requested to return item. First he said the box was damaged and a piece was missing. (A piece he can get a replacement for). I told him there should be insurance and to check with the post office. He told me "USPS sucks" and he told me to deal with the post office. Then he accused me of being decietful and not disclosing that there were missing pieces. I told him he bought what was pictured. I packed what was pictured. If the box was damaged in transit and a piece fell out then make a claim at the post office. I offered a small partial refund that would cover purchasing a replacement piece. He declined. The next day he requested 3x what I offered for a partial refund (which would cover the purchase of a set of 4 of the missing pieces). I confirmed with the USPS that he can only he can make a claim for insurance. He has not communicated since. I found the tone of his comment bully like and he frequently changed the direction of the story. I don't feel that I should accept a return when he can file a claim with the post office. Meanwhile he can get a replacement part for $10 making his $170 purchase whole and usable. What are your thoughts? I've never been in this type of situation before.
comics-scifi-collectibles
Mentor2 years ago@hayval918 Insurance is for the SELLER. The buyer is covered by the eBay Money Back Guarantee.
You are responsible for the item arriving safely and on time.
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label. Missing a piece falls into this category.
The eBay Money Back Guarantee overrules your returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER
hayval918
OP2 years agoPost office says only the buyer can make a claim on the package insurance.
comics-scifi-collectibles
Mentor2 years ago@hayval918 Trying to offer advice for you so that the buyer doesn't end up with the item AND a full refund from you.
It is not true that only the buyer can file an insurance claim. You do however need the buyers cooperation to file a postal insurance case. Keep in mind if just a piece is missing then the USPS will not refund the full amount. I have filed insurance refund requests as a seller. 2 in 20 years, the most recent was last year when a box of comics was water logged.
Contact your buyer and ask for pictures of the item, the packing material and the box. Ask the buyer to hold on to all items as the postal carrier may wish to see everything before they decide your insurance claim. Insurance claims are not paid for damage in shipping if the seller didn't package the item well enough.
Then you refund the buyer as soon as you have your pictures. The buyer doesn't wait for the insurance payout if any. ( not sure that's the best route with this item since just a piece is missing) Insurance is for the SELLER the buyer is covered by the eBay Money Back Guarantee.
eBay shipping labels come with $100 insurance except for media mail.
Here's how to file insurance claims with each postal carrier or insurance provider>
https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=
hayval918
OP2 years agoThank you. I went to the post office and that is what they told me. I will look this info over an try to resolve the issue.
Thanks again.
comics-scifi-collectibles
Mentor2 years ago@hayval918 You probably had a problem because you tried to file in person. You have to file online.
https://www.usps.com/help/claims.htm Not likely they will pay much on the claim if it's just missing a piece.
hayval918
OP2 years agoThe missing piece should only cost about $10.
comics-scifi-collectibles
Mentor2 years agoI understand this. However if the buyer doesn't want the replacement $10 part and wants to return then that's what you should do. The post office is not going to refund more than the replacement part cost.
Since you can get the item back and buy the $10 piece and resell it that might be better for your bottom line.
Keep in mind that the buyer can ask eBay to step in and FORCE a refund from you on the the 4th business day after they file a refund request. Buyer keeps item, you get a defect, you don't get your sellers fees back.