First item that arrives damaged and buyer leaves me a negative.

If a buyer alleges that the product arrived damaged. Is it okay to ask the buyer to send me photos before offering a solution? Or do I simply offer the buyer a discount or return without knowing if it is true or not?

It is that the item was new and sealed in perfect condition. When packing, I wrapped the item in a lot of bubble wrap and it was sent in a box.

lovely.finds

410 View listings

Posted 3 years ago·Last reply 3 years ago

4 comments

inhawaii

·3 years ago

Ebay's most handsome seller.4852 View listings

It's ok to ask for photos but the buyer is not obligated to send them.

If it were me I would simply apologize to the buyer and ask them to start a return through ebay.

Good luck!

albertabrightalberta

·3 years ago

I can explain it to you but I can't understand it for you.104 View listings

Oops, I should have looked at the feedback before replying.

According to the buyer, she did contact you and sent pictures but you didn't respond. That's why you got the feedback.

What happened and why didn't you reply?

albertabrightalberta

·3 years ago

I can explain it to you but I can't understand it for you.104 View listings

@lovely.finds wrote:
If a buyer alleges that the product arrived damaged. Is it okay to ask the buyer to send me photos before offering a solution? Or do I simply offer the buyer a discount or return without knowing if it is true or not?

It is that the item was new and sealed in perfect condition. When packing, I wrapped the item in a lot of bubble wrap and it was sent in a box.

Unless ebay required the photo in order to put through the NAD return request, you can't force the buyer to submit photo evidence. (Sometimes ebay requires a photo before accepting a NAD request and sometimes they don't require it. It seems random, though at some point, I think all "not as described" requests will require pictures.)

@lovely.finds

You are allowed to offer the buyer a partial refund but if the buyer doesn't accept it, you have 2 options:

1. Issue a refund and allow the buyer to keep the item free

2. Purchase a return shipping label and have the buyer return the item. Upon receipt, you issue a full refund.

If you don't do #1 or #2, buyer will escalate and ebay will decide in the buyer's favor, let them keep the item, issue a refund from your funds and your account will get a huge ding.

caldreamer

·3 years ago

4043 View listings

Customer is required to provide "photo" when they open a return request. EBAY will always rule in favor of the customer even when they lie. EBAY does NOT require customer to prove their claims.

EBAY Money Back Guarantee protects the customer and you will be forced to refund (purchase price + shipping BOTH ways).