Totally broken on arrival

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Item arrived shattered in pieces. No where to go to report this!!!

angiera-92

2 View listings

Posted 1 year ago·Last reply 1 year ago

3 comments

selforfun

Mentor1 year ago

Founder, Circular Commerce Seller & Community Mentor2723 View listings

Hi @angiera-92

Steps to Take If Your Item Is Broken on Arrival

Take Photos Right Away
Snap clear pictures of the broken item, the packaging, and the shipping label. These will come in handy when you contact the seller or eBay.
Reach Out to the Seller First
- Log in to your account and go to http://www.ebay.com/myb/PurchaseHistory.
- Find the item and hit Contact Seller.
- Politely explain what happened and include the photos of the damage. Let them know youâ€™d like a refund or replacement.
Most sellers will want to help, as they can usually file a claim with their shipping carrier. If theyâ€™re responsible for the shipping, itâ€™s up to them to handle this.
Open a Return Case if Needed
If the seller isnâ€™t helping or taking too long, you can open a return request:
- Go to http://www.ebay.com/myb/PurchaseHistory.
- Click on the item and choose Return this item.
- Select "Item arrived damaged" and attach your photos.
eBayâ€™s Got Your Back
If the seller still doesnâ€™t resolve it, escalate the case to eBay through their Money Back Guarantee:
- Visit http://www.ebay.com/resolutions and provide all the details.
- eBay will step in and help you get your money back if everything checks out.
Itâ€™s the Sellerâ€™s Job to Open a Claim
If the item arrived damaged during shipping, the seller can open a claim with the carrier (e.g., USPS, FedEx). Make sure youâ€™ve sent them the photos and kept all the packaging, as they might need this for their claim.

A Quick Note

This can feel frustrating, but sellers are generally eager to fix these situations since it helps protect their reputation. Just be patient, clear, and provide all the info they need to help you out.

disneyshopper

Mentor1 year ago

8654 View listings

Go to My ebay > Purchase History and select RETURN THIS ITEM. You have up to 30 days from receipt of the item. Select a reason. For Not as Described, you will need to click on More actions. The seller will have 3 days to reply. If no reply, then click the link to Ask ebay to step in. Print out the label, affix it to the box, and make sure the carrier scans the label. Once tracking shows DELIVERED back to the seller, s/he has 2 days to refund you. The seller may not want the shattered pieces, so s/he will issue a full refund. If no refund, go back to the case and click Ask ebay to step in, to force the refund.

The seller may ask you for photos of the item, the outer packaging, the inner packaging, the shipping label, so s/he can file an insurance claim with the carrier. Just set all of that aside in case the carrier wants to inspect it all.

If the seller is in another country s/he cannot send a shipping label good in the USA. S/he will have to send you enough funds, via Paypal, to cover the cost of return shipping. The other option is the seller refunds your full payment and does not require return of the item. Wait until day 4 for the seller to respond. If no response or refund, go back to the request on day 4 and click Ask ebay to help you, to force the refund.

dryophelia

Mentor1 year ago

already ready already9 View listings

@angiera-92

Go to the listing. Is there an eBay Money Back Guarantee banner?

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210&st=3&pos=3&query=eBay%20Money%20Back%20Guarantee%20policy&intent=Money&lucenceai=lucenceai&docId=HELP1238