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The product arrived broken
The product arrived broken at the buyer's home, what should I do?
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Discussions in this board are limited to the original poster and Community Mentors
The product arrived broken at the buyer's home, what should I do?
mudshark61369
Mentor7 months ago@edmar-7354 ,
When a buyer files a claim for Not As Described they are covered by ebay's Money Back Guarantee
(MBG) and you have to follow its policy if they filed a dispute. open the link below.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
If the buyer has not yet opened a dispute just told you there was damage, in order for them to get a refund, tell them they have to file a not as described dispute by going to the More Actions button for the item in their purchase history select return item then from the list select arrived damaged. Then you follow through when you receive it.
If the item was damaged in shipping, and you want to file a claim with the shipper, you should go to their site and look up how they want you to deal with it, or talk with their customer service dept. They may want to pick it up from the buyer's location, in which case once they have done that you issue the buyer a refund, and deal with the shipper on your own.
mudshark61369
Mentor7 months ago@edmar-7354 ,
I should have checked this before writing my first reply and asked. I see only 1 item that you have sold this year. Did you pack it in another box or wrap it with craft paper for shipping? Boxes for collectibles like that, are not meant to be shipped individually, They are too thin walled or weak where the display windows are to prevent shipping damage by shippers. So they should be placed in a larger box with just enough packing material to prevent damage to the box or its window, because often an original box's condition can affect the over all worth of a collectible.
If you just wrapped it you will lose a shipping damage claim.
There is a option once the buyer files a dispute to offer them a partial refund if they are willing to accept one. For that item it should be 35-50% off.