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We are seller - item recd damaged?
What do we do. How do we call eBay. The information in the help area is no help. Buyer wants me to refund her but this is obviously a fault of the packaging carrier/UPS!! Who do we call?
8 comments
eastlaneave
Mentor8 months ago@juls2530
You should refund the buyer and file a claim with the shipper for a refund which will come to you.
Ask the buyer for photos of the box, label, and damaged item. Ask them if they will hold on to the materials until the shipper (USPS) finalizes the claim.
But you need to refund now, or the buyer can open a case for a refund.
juls2530
OP8 months agoWe got ahold of someone at eBay. They said do not refund the buyer. Over and over …… I thought it was strange. Then the buyer files a claim with Post Office.
Buyer said their packages are often messed up…. We feel awful as we packed it super safe (I’ve done 13 military moves and I packed my own valuables!). It was my mothers and we wanted it to be loved by a new buyer. Sounds like it was kicked like a football!
eastlaneave
Mentor8 months ago@juls2530
eBay doesn't refund the buyer. You, the seller, refund the buyer. You can do this right on eBay, and eBay will refund your selling fees when you do this.
You, the seller, file the insurance claim with USPS.
If you make the buyer file the claim, you are opening yourself up to problems like a charge back.
juls2530
OP8 months agoI appreciate your input. Then why would eBay tell us to have the buyer file the claim? We are very new to this and far to trusting!
comics-scifi-collectibles
Mentor8 months ago@juls2530. Sorry but you were given incorrect information by the eBay agent. This unfortunately happens all too often.
Agents often say what a member wants to hear so they get a good rating.
gosimus
Mentor8 months ago@juls2530
< We got ahold of someone at eBay >
Need elaboration of this. How did you get ahold of someone? Did you go through the eBay Help pages until you eventually came to a "Have us call you" link? Or did you find a phone number on the internet and call it? eBay does not provide any inbound phone numbers. The numbers on the internet are not legitimate. They're either phishing for your credit card information, or, on rare occasion, they're pay-for -help sites. Either way, though, you don't want to have anything to do with them.
juls2530
OP8 months agoThat’s Weird because we even got an email back afterwards about the agent and asking for a rate your agents help survey from eBay….. The number we called was 866–5 40–3229 🤷â€â™€ï¸
they didn’t ask for money for help and they didn’t ask for our credit card numbers, it really didn’t seem like spam because they didn’t want anything From us
gosimus
Mentor7 months ago@juls2530
< we even got an email back afterwards >
Please say that you didn't click a link in that email.
There's email, and there's eBay Messages. People sometimes use them interchangeably, but I wish they wouldn't. It's important to differentiate between them. email is the messaging system outside of and independent of eBay . . . examples are hotmail.com, gmail.com, aol.com, cox.com, there's a gazillion of them.
eBay messages is the service within eBay where you can send messages to eBay buyers and sellers and some other personnel. You find a link to it when you're signed in to eBay. The differentiation is made more complicated because eBay messages can send a duplicate to the outside email that is associated with your eBay account, if you have that option selected in your notification preferences.
Clever scammers can email you from an address that looks like it came from eBay. As an example that I just now made up, one can look like imathief@trustme.ebay. Even cleverer scammers can spoof the eBay domain.
I maintain that it isn't safe to call any number(s) you find on the internet, that purport to be to eBay. The google AI supports that position. Go to google and ask "Is it safe to call 866–540–3229 to talk to eBay personnel?" Don't use the quotation marks when you paste the question into the google search field.