Seller wants me to wait on UPS case | Buying

thebeautygal · 2025-09-13T14:43:07.643000Z

I bought a 3 piece canister set on 9/9/25. Box arrived damaged and canisters were in pieces. I contacted the seller, sent photos of canisters and box damage figuring the seller would open a case with UPS. They did and kept delaying an answer to my " how do you want to handle this". Only answer I got was " we're waiting on UPS to get back to us." Finally two days ago I opened a INAD case. This morning I received an email from the seller stating: "I see that you filed a return for these broken canisters. Please do not ship until UPS inspects the damage. Once inspected, we can proceed. Thanks" This morning I called eBay's customer support and I was told I have to wait until the 16th. to have them step in (escalate). I'm a seller here for 15 years and I've never dealt with this type of situation. I've had this happen with my customers and if the item is broken I refund without delay and that includes when I've had to open a case with the shipping company. I'm not opposed to shipping back the broken mess and I've clarified that. My question is how would you handle this situation? Would you reply to the seller's email and what would you say or just wait to escalate? Thank you in advance!

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Seller wants me to wait on UPS case | Buying | eBay Community