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supposed damaged item
a buyer claims that a cd i sold him arrived damaged. It was brand new, still sealed, wrapped in cardboard and sent in a bubble envelope and the buyer claims he has no ability to photograph the item and show me the damage. I have a no return policy but i always like to do the 'right thing' but this doesn't sound straight up. What should i do?
3 comments
house*of*paws
Mentor2 years agoHi @bingotep
From how you described the packaging … it certainly is possible that the CD could have been crushed going through postal equipment. I’ve also read a number of posts by buyers asking about how to supply a photo when they don’t have a camera or cellphone.
So I don’t detect anything suspicious in the buyer’s statements as described.
You will lose the claim if the buyer files one … so your safest option is to provide a prepaid shipping label OR a full refund … depending on whether the item seems capable of being resold.
bingotep
OP2 years agothank you. Three other points... One, before he claimed it was damaged, he had written me a note saying that after he bought it, he found it for the same price on Amazon. Honestly, that's not even true - I sold it for $2.50 less than Amazon but with shipping maybe it was $1 more expensive. Frankly, had i not already mailed it, i would've offered to just cancel the purchase... Two, I've suggested that he does put in a return request but he seems reluctant to do that. Three, I've offered to him that if he mails it back, i'll refund it. But, clearly, he wants me to pay for the return shipping and the price of the item itself and given that he's provided zero proof of damage, that doesn't seem fair.
comics-scifi-collectibles
Mentor2 years ago@bingotep. I know this is frustrating but the seller is responsible for the item arriving safely and in good condition. Since they can't send photos you just need to accept the return.
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.
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