Buyer sends me return request, but claims only the packaging was damaged, not the contents.
I recently sold a statue collectible valued at $700 with a $200 shipping cost. After receiving the package, the buyer sent me a return request under the reason 'arrived damaged'. But then proceeded to say that only the boxes and foam packaging was damaged. The contents were not damaged. The photos they sent me showed one 3-4'' puncture in the outer shipper box, inner art box, and into the packing foam, but no damage to the contents. This is the first time I've ever had such a request when the item itself wasn't damaged. I purchased my UPS shipping label outside of Ebay on my own UPS account, with full insurance. I called UPS, and they said I could file a claim, but basically admitted that if the contents are not damaged, a refund would be unlikely. I went ahead and filed a UPS insurance claim since the buyer filed the return request as a damaged shipping claim. When I called eBay, they said I have seller protection since it was filed as a shipping damage claim, but the return request doesn't leave me with many options. They also said damage to the packaging does not equate with the item being damaged. I was told to call back in a few days when my response deadline to the buyer's return request is due, to see if the buyer shows proof that the item was damaged. This really just seems like a case of buyer's remorse, trying to return the item under false pretenses. If I issue a return label and the buyer sends the item back, it voids the UPS insurance claim. If I send the buyer a refund and let them keep the item, I highly doubt they will be cooperative with a subsequent UPS inspection.
reallynicestamps
·2 years agoThis thing about shipping boxes interests me.
Should I assume these are mass produced items, like Barbies, where the packaging is part of the "collectibility" and not actual original works of art.
Because with original pieces the box it comes in is made only to keep the piece secure in transit. Even if that's just from the gallery to the buyer's car to their home.
I'm not talking about any certificates here.
Even cast pieces purchased more or less directly from the artist, where there are multiple copies, usually have only certificates (and bills of sale) for provenance.
Not specially printed boxes like this for the maquette .
inhawaii
·2 years agoSome sellers absolutely refuse to do a partial refund.
I will always consider a partial refund if it financially it works out in my favor.
reallynicestamps
·2 years ago"I regret you are unhappy with your purchase. Please return it for a refund."
"I regret you are unhappy with your purchase. Please return it for a refund."
"I regret you are unhappy with your purchase. Please return it for a refund."
"I regret you are unhappy with your purchase. Please return it for a refund."
"I regret you are unhappy with your purchase. Please return it for a refund."
You may have to pay for the return shipping label if the buyer opens an eBay claim.
farmalljr
·2 years agoIt does not matter what UPS wants you to do. You MUST accept the return or eBay WILL refund the buyer without requiring a return, period. If the packaging for the statue was damaged, it IS a good part of the item's value. It's a limited series, numbered box. It means the item is maybe worth half without the box. Can't blame the buyer for wanting to return it. UPS will likely not give you a dime in insurance anyway, citing you did a poor job packaging the item.
In any event, you are going to HAVE to refund. It comes down to now, do you want the statue back or do you want to give it away along with the money? If you want it back, you need to accept the return and provide a label. If you let eBay handle this because you won't, you are going to regret that.
elibolonese9784
OP2 years agoThis was not my packaging. This is professional manufacture packaging, with two layers of boxes, with foam surrounding all of the statue parts. This item was packaged perfectly. It's a testament to the packaging that the item itself wasn't damaged. I don't think UPS will have a problem with packaging. If anything, they will deny a claim citing that the contents were not damaged, or the buyer just won't cooperate with UPS on an inspection.
inhawaii
·2 years agoI believe that was the listing for the he-man figure?
To some collectors the packaging is just as important as the figure itself.
I would treat this as any other damaged return.
*** UNLESS ***
You and the buyer can agree and come up with a partial refund amount.
Good luck!
elibolonese9784
OP2 years agoI have let the buyer know I am open to partial refunds but haven't received a response yet.
inhawaii
·2 years agoIn this case I think that would be the best way to cut your losses.
The hard part is getting the buyer to agree to a partial refund then coming up with an amount you both can agree on.
Good luck!
slati_2013
·2 years agoUPS almost never pays claims. Especially in this case where the item itself was not damaged. If you want the item back to sell it again, send the buyer a return label. If you refund the buyer, understand that you will likely get nothing from UPS. They buyer will keep the item and the money.
yuzuha
·2 years agoI find it extremely difficult to believe that a seller who seems to specialize in very pricey collectibles can't seem to understand that a very large proportion of the buyers who buy very pricey collectibles want the ENTIRE thing to be pristine, packaging included.
kensgiftshop
·2 years agoWhat they should have said, which would be the truth, is if you don't accept the return and provide a shipping label or refund in 3 days, they will refund the buyer from your account and let them keep the item.
lamber9347
·2 years agoIf you refund the buyer without waiting for the item to be returned, then you just gave away the item. It's unfortunate that you called the phone reps, because they give out incorrect information. The buyer has a money back guarantee and that trumps all else. The buyer will receive a full refund no matter what you say. Just accept the return and get the item back. You can re-sell it to someone else for a discounted price. If it sold once, it would sell again. At least you will get something out of it. Best of luck to you....
elibolonese9784
OP2 years agoAnd I would eat an additional $200 in shipping costs, lose any right to a potential UPS insurance claim by having it shipped back to me, and risk another buyer asking to return it for literally any reason they want. I'm inclined to wait for the buyer's response, offer a partial refund by my response deadline, and go from there. Ebay is such a nightmarish place to sell anymore, I doubt I will be selling again.
kensgiftshop
·2 years agoYou have 3 days to accept the return and pay return shipping or refund the buyer.
If you plan on filing an insurance claim, refund the buyer, then hope UPS pays up.
elibolonese9784
OP2 years agoThe buyer agreed to a partial refund of $250. When factoring in seller fees as a portion of his refund, it would have cost me just as much to get the item shipped back to me. So, this was the best option for me. I'm grateful this return request didn't require a full refund. But to me, it looks like this person was just fishing for a partial refund by filing the return request. I wonder if he actually would have gone through with shipping the item if I accepted the return. At the end of the day, the buyer got an item for $450 + shipping, that routinely sells in the aftermarket for $1,000 + shipping.
lamber9347
·2 years agoand you'll never have the answer to that because you wouldn't accept the return....
yuzuha
·2 years agoI am betting that the ones that sell for $1,000 + shipping don't have damaged boxes.
elibolonese9784
OP2 years agoI've seen several sold listings for this item that have sold this year with boxes in worse condition than this one was after UPS damaged it. So no, that's not accurate. I think one of the main takeaways from this whole situation is that sellers are at the full mercy of buyers, especially when it comes to shipping damage. Shipping insurance is basically useless, since you have to refund the buyer (either partially, or in full), or pay for return shipping, before any insurance claim can be conducted by the shipping carrier. I don't expect to be selling on this platform again.
toomuchstuffagain35
·2 years agoProbably a good thing, all things considered.
12345jamesstamps
·2 years agoI don't see anything sold for $700. with a photo of the box.
Although the box being in perfect condition is "very" important...I don't see it as a sold item in a box.
A dent or whatever of the box means nothing if it was not in the original box when sold...but packaged in a box with foam...Insurance is good for lost packages but not a dent or hole in a shipping box...wasting your time on that.
I don't see any insurance claim as such.
What I hope does not happen...you don't do a refund "within the time frame".
Do a return label for return item...no matter who has to pay. It's a $700. dollar item.
What if buyer doesn't return it with a returned eBay label?...Kinda sounds like a win for you.
Buyer might be assuming you don't do the return...eBay does the refund for you and buyer keeps the item.
No returns does not mean no returns in eBay.
Buyers are getting more smarter these days.
If buyer doesn't use return label...you won't be charged...eBay will eventually refund that charge as I have read others posting here.
Good luck.
wastingtime101
·2 years agoThis is the item. Photos of the box are present.
https://www.ebay.com/itm/204705992052
In addition to the photos, seller clearly states under item description:
Item is in good used condition, with all switch outs and original packaging.
12345jamesstamps
·2 years agoAs I am collector of Star Trek in the box of items from 1974....boxes with photos and pictures...the box...this box really has no value from a dent or a hole. These are boxes worth value. See photos.
wastingtime101
·2 years agoBy "inner art box" @elibolonese9784 , is that referring to the product packaging and not the shipping packaging? If yes, then the contents were damaged as the product box is part of the value. You need to contact UPS and ask them to add that information to your claim.
If you're saying only the outer shipping box/packing material that you added to protect the collectible were damaged, that's a different story. But I don't think that's what you're saying.
By the power of Greyskull I hope you sort this out.
elibolonese9784
OP2 years agoThese statues have two layers of boxes outside of the foam packing material. This is not my packing material, but professional manufacture packing. None of the contents were damaged. Literally two different eBay reps told me that this seller has so far not provided proof that the item was damaged, which is his reason for returning it. I would prefer UPS to determine whether they consider this item damaged. But there's no way to compel the buyer to cooperate with an inspection of the item.
rugerskick
·2 years agoIts one of 3 things: buyers remorse, wanted to give to someone as a gift, or wanted to resell for higher as new somewhere else and now can't.
harborauction
·2 years agoI think it would be a good idea to point out to UPS that the original box for this item is a substantial part of this item's value and it was damaged
Anyone who pays $700 + $100 shipping (shown to me) for this trinket wants it to be in A+ shape including the original box
ten_o_nine
·2 years agoI was told to call back in a few days when my response deadline to the buyer's return request is due, to see if the buyer shows proof that the item was damaged
---------------------------
Yes, they tried to get you off the phone.
This really just seems like a case of buyer's remorse, trying to return the item under false pretenses.
-------------------------------------------------------------
How's a damaged foam on a $900 collectable item is remorse? Maybe they intended to give as a gift or resell.
Accept the return and send them a return label, upload the tracking# to the case and wait for the item.
elibolonese9784
OP2 years agoI'm not sure how much experience you have with the statue collecting community, but these shipping boxes are gigantic and very heavy. There is always some form of damage to the shipper boxes upon receiving them from UPS or Fedex. If those of us in this collecting community were concerned with superficial damage to packaging, instead of the contents, every sale would yield a return request.
ten_o_nine
·2 years agoI'm not sure how much experience you have with the statue collecting community
-----------------------------------------------------------------------------
I am not familiar, but if I received a $900 collectible item with any form of damage, I would return it.
ten_o_nine
·2 years ago@elibolonese9784
You're right, but consider this, you buy a graded collectible coin in case, then you find out the case has a crack, nothing wrong with the coin, but the presentation. Would you keep it?
elibolonese9784
OP2 years agoI think that's comparing apples to oranges, since statues are not graded like coins or comics. On these items, packaging damage doesn't impact value very much unless the contents are damaged. And like I said in an earlier post, almost every shipping box receives damage upon arrival. Many art boxes do too. This has been the case for me after receiving over a hundred statues over the years. If the buyer had received this item directly from a distributor and asked to return it over packaging damage, he would have to pay for return shipping. If he asked a distributor for a partial refund for the same reason, they would probably laugh at him. And don't get hung up by the term 'art box'. Most collectors are not even displaying these gigantic boxes with the statues in their homes. They take up too much space anyway. They're usually stored in a garage, collecting dust.
pjcdn2005
·2 years agoI have no idea what 'seller protection' customer service was referring to as they rarely investigate whether or not an item is damaged or not as described once a return has been opened. They will expect you to refund now or refund once the item is returned. If you don't, they will refund on your behalf. I would be very surprised if you will receive any insurance if just the packaging was damaged so if I were you, I would send a return shipping label and accept the return. Hopefully the buyer sends it properly packaged so that there is not damage on the return trip.
When a buyer opens a false item not as described/damaged claim there is some seller protection in some circumstances but only AFTER the buyer has been refunded. But the seller is required to be a TRS with at least 30 day returns . There are also some seller protections if an item is returned damaged if the the seller is Above Average with free returns so you wouldn't qualify.
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Seller%20protections&intent=sellerprotection&lucenceai=lucenceai&docId=HELP1267
Unavailable member
·2 years agoPackaging is very important to some collectors.
Accept the return issue a return label, wait for the item to be delivered to you , once delivered then refund.
If you try to have eBay step in they will side with the buyer refund the buyer while also allowing the buyer to keep the item.
The cs reps are notorious for telling you what you want to hear.
elibolonese9784
OP2 years agoIf I accept the return, I will be out an additional $200 in shipping costs and I will have zero recourse with my UPS insurance claim since the claim is voided once the buyer ships it back to me.
solidguitar1961
·2 years agoSome people like their collectables unremoved from the boxes and to have undamaged packages.