What if buyer did not return item but wants refund

Question

The buyer said item arrived broken antique bowl. I said ship back I'll give refund when received. The buyer said it was shipped but went back them I never received it they still have it and wants a refund.

eastlaneave · Answer

@ang-6061

For a broken item, you can file an insurance claim with USPS (or the Shipper). You have $100 insurance.

You can ask the buyer to send you photos of the item, including all packaging, and a copy of the shipping label on the box. Ask the buyer to hang on to the box, packing, and broken item. USPS may want to see it.

You can file an insurance claim with the photos. (If the broken item is returned to you, you can't file the insurance claim.)

Refund the buyer once you get the photos.

OR

You can advise the buyer to open a return request. They can send photos through the return claim

You can send a refund through the return request after you have photos. (Don't have the buyer actually return it.

mr_lincoln · Answer

Hi @ang-6061

Advise them to process and official eBay return claim through the item in their purchase history and once you have the item back you will refund them, let them know that is what eBay has in place for members to use.

I assume the sent you pictures of the item, if not ask them to send pictures of the antique bowl for your records and then wait.

You are a new Seller and some Buyers will try to take advantage of you by making a claim that there is an issue and seeing if you will cave and just refund them so they get their item for free.

By the way, which item was it? I don't see any antique bowls sold on this account in the last 30 days ... the Buyer may be outside the 30 day window where eBay protects them and can't file a return claim.