Buyer claiming damage
Sold a perfume that was brand new in the box, and never used. Perfume is in original box other than me taking photos of it being in perfect condition with no damages, and buyer sends photos 2 weeks after originally receiving it stating that it has a chip in the appearance and is requesting a full refund. Package was responsibly packaged and even bubble wrapped with no ability to be tossled in shipping box. Even if I receive the item back in usable condition or the actual item itself (as I’ve heard this is an Issue with scams) I can’t even sell it for what it was originally posted as it is now magically damaged 2 weeks after receiving the item- and wasn’t damaged when it was initially received?! This is my first time selling something on EBay and I’m not sure what to do. Please help!!
buyselljack2016
·2 years agoIf you should happen to get the item back, please be sure to revisit the USPS guidelines for shipping of flammable items.
kikozla-0
OP2 years agoI am fully aware that items such as perfumes (containing alcohol) are only allowed to be sent through ground transportation- I did send my item legally and within regulation. My concern here is not the transport of the product, but the situation occurring with buyer.
buyselljack2016
·2 years agoVery good. Glad to hear that. Just wanted to mention it as the listing touted expedited shipping by USPS Priority mail.
sextons-sweet-deals
·2 years agoIt would be interesting to see what kind of feedback profile / history this buyer has. My guess they complain a lot, or they never leave feedback.
The buyer is more worried about the bottle than using the perfume?
kikozla-0
OP2 years agoBuyer created profile the day the purchase was made- and zero feedback unfortunately 😞
perfume is not destroyed at all, still brand new and never used- simply a tiny chip in the paint. (Which I know did not occur in transit, and was most likely damage caused by buyer. If damage occurred during shipping the bottle would be smashed, and not a simple paint chip. I wish I could upload photos I have before sending package and what they said is damaged to show that this is an absolutely crazy claim!!!
sextons-sweet-deals
·2 years agothere is your answer!
another scammer!
bonjourami
·2 years agoEbay does not even consider photos taken before shipping,they can be doctored. They would just say the chip happened with shipping,and you owe the buyer a refund, sorry.
lakefor94
·2 years agoHave you already responded to the buyer?
A solid approach might be as I normally do. Send one message.
"Sorry you are not pleased with your purchase. Please return for refund ".
Send nothing more, nothing less.
Puts the ball in the buyer's court. Wait and see what they do.
Buyer does have the upper hand and holds the trump cards, but you can at least force them to play their hand.
reallynicestamps
·2 years agoDO NOT CANCEL THE ORDER.
Even if you have a No Refunds policy, you are entitled to demand the return before refunding.
You have two choices.
Tell the unhappy customer that they should open a Not As Described dispute with eBay.
EBay will tell you to send a Return Shipping Label to the buyer.
When you get the item back, refund.
Then Block the buyer, relist and resell.
OR
Send the unhappy buyer a Return Shipping Label and tell them to return for a refund.
When you getthe item back, refund.
Then Block the buyer, relist and resell.
There is a good chance that the buyer is fishing for a partial refund and will not return the item.
If not, you will be refunded, eventually, for the shipping label.
If you don't follow either of these, the buyer can open the Dispute, get their refund, keep the item, and you will get a Defect on your selling account.
as it is now magically damaged 2 weeks after receiving the item- and wasn’t damaged when it was initially received?!
TL;DR
It's not damaged.
BTW- if the buyer opened the bottle, it is also no longer as received and not returnable, but frankly that's not gonna come up.
And remember, this problem is tax deductible.
caldreamer
·2 years agoEBAY Money Back Guarantee (supersedes "no returns" policy allows customer to claim "damaged, not as described, defective) and you will be forced to refund (purchase price + shipping BOTH ways). Customers are NOT required to prove their claims. EBAY always rules in favor of the customer.
Sorry this happened to you...nothing you can do but accept return and refund money.
kikozla-0
OP2 years agoHow do I proceed if buyer is attempting to cancel the order versus request return? They have had the item for more than two weeks now- so I read that I should not cancel the order unless I want to lose out on both my money and the item. But I also don’t want them to file a NAD complaint and have eBay refund them without having them ship it back to me.
Is there a way for me to initiate the return to avoid this situation from occurring??
lakefor94
·2 years agoBuyers cannot cancel orders.
Buyers can open a Item Not As Described return case.
If the buyer opens a Item Is Not As Described type return case, you have choices.
1. You can full refund the buyer and let the buyer keep the item. eBay refunds the final value fees on the sale to you, the seller.
2. If you want the item back before refunding, accept the return and make sure a prepaid return label is available in the return case. The buyer returns the item and then you refund in full. eBay refunds the final value fees on the sale to you, the seller.
3. Do nothing, contest the case and/or allow eBay to handle the case, eBay will close the return, refund the buyer and allow the buyer to keep the item. You also receive a serious defect on your seller account for having eBay step in and refund, thus doing your job as a seller. And, eBay keeps the final value fees for the transaction.
Here is an eBay link with just about all you need to know.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115