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Returns
I sold an autographed album a month ago. The person who bought it from me said that they just opened it for a birthday present this past weekend. They are saying it’s broken. The album was in a record frame. They said it did damage to the album and cover, decreasing the value of the album. This was an expensive item. They want to “know there optionsâ€. I asked for pictures, have not received them yet. I am new to selling and have sold many fragile things, this is the first time there has been an issue. I wrapped it in bubble wrap multiple times and put a “Fragile†sticker on the outside of the box. What do I do? Do I offer a partial refund of a full refund? How long after I message them do they have to respond to my request for pictures? It has been 1 month today since the “estimated shipping date†with the 16th being the actual shipped date. I’m so upset what do I do?
mr_lincoln
Mentor1 year agoHi @mccartney-6181942
Buyers are protected by the eBay Money Back Guarantee for 30 days after delivery confirmation. If they are beyond that they would be forced to pursue a return or refund via their payment method (PayPal, credit card, etc).
You asked for pictures which is an excellent first step, I've done the same on a damage claims without pictures and then just wait. If you do not get them you have no clue whether or not the damage claim is real or not.
You can wait a day or so then message them again letting them know that you would like to have pictures for your records. Keep it simple.
If it is not too late for them and if they file a return claiming damage they will have to supply pictures for the claim AND you will be forced to pay the return shipping cost and refund upon receipt of the item.
Birthday gift and they did NOT check to make sure it was okay before giving it as a gift? Sorry, I'm not buying that one ...
mccartney-6181942
OP1 year agoI was thinking the same thing with it being a “birthday gift†one would have thought to check it prior to giving it? Thank you for your response I appreciate it. I will wait for pictures and go from there.
house*of*paws
Mentor1 year agoHi @mccartney-6181942
IF the buyer already opened a 'return request' ... then you have only 3 business days to provide EITHER a prepaid shipping label OR a full refund.
IF you fail to do either ... then the buyer will be able to ask eBay to step in on Day 4. eBay will likely refund the buyer in full and let them keep the item since you have a 'no refund' policy for the album. So BE SURE you do something before the buyer is able to bring eBay into the case.
mccartney-6181942
OP1 year agoThey have not opened a return request yet. The just sent me a message about the item and asked what the options were and I replied do you have pictures. But I will keep this info in mind thank you!
mccartney-6181942
OP1 year agoQuestion-is it 30 days from “estimated shipping date†or actual shipping date that they have to make a return request/claim/etc?
house*of*paws
Mentor1 year ago@mccartney-6181942
Neither. Buyers have 30 days from date of delivery of the item to open a 'return request'.
[Buyers have 30 days from the 'Estimated Delivery Date' to file an 'item not received' claim.]
mccartney-6181942
OP1 year agoOk thank you that part was confusing me.
mr_lincoln
Mentor1 year ago@mccartney-6181942
For a delivered item the 30 days begins on the delivery confirmation date. You can check the tracking history on your end to see when that would be ...