New seller looking for advise on a problematic item not as described case | Selling

sehime_0 · 2024-06-10T00:44:20.578000Z

Hello everyone! this is my first time posting here, as I couldn't really find a comparable situation already here. I sold a computer case with a glass side panel a few days ago, shipped it the day of order receipt with Fedex, and the buyer received it the next day. I received a message from the buyer claiming the glass was broken. I told the buyer (who has 1000+ feedback) that I would be happy to refund them, and asked the buyer to see a picture of the damage. They told me they did not want to open the box, and refused to provide a picture or video showcasing the damage. The only picture they sent was a picture of the sealed box along with the return request the next day, claiming they could hear broken glass. I reiterated that I was happy to fully refund them, but that I needed some form of evidence to submit as a damaged claim to Fedex (and to prove it is actually broken). They repeated that they wouldn't open the box (due to the supposedly shattered glass) (which doesn't make any sense because you can open a box from the top to take a quick picture). I told the buyer that I would like a video demonstrating the broken glass sound, and that upon receipt of that, I would refund him. They asked how they could send a video, to which I replied by sending a imgur or streamable link. They have not replied since. They also stated that they would rather wait until eBay steps in rather than open the box. So, this experience is leaving me with a lot of questions about how item not described claims work:1. Will eBay really step in to help a buyer that provides no evidence of an item actually being broken? Can you really just order any item, take a picture of the box, claim it sounds broken and get a refund?2. Am I in the wrong for asking him to upload a video of the sound offsite? He left me no other option by stating his repeated refusal to open the box.3. Am I at risk for negative feedback from this? Does requiring proof count as being uncooperative? Is eBay likely to remove any negative feedback that would potentially result of this?The item was marked as no returns, so without proof I don't feel obligated to accept the return, nor do I want the item back. The shipping on this item was quite expensive, and by the time I factor in the loss of original shipping+return shipping, I will have lost double the amount I sold the item for. Furthermore, I am moving to a new address in a week, and managing the return in wake of that seems like it will just further complicate things. So my question is, do you guys think this is a scam/bluff? Should I wait for him to send me a video? Should I just back down and refund the item, and save myself the trouble? I feel like no matter what I do my hands are tied, and as a new seller I'm unsure of what to do in this situation, so any advice or experiences with similar situations would be appreciated. Thanks.

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New seller looking for advise on a problematic item not as described case | Selling | eBay Community