Refunds
I have someone wanting a refund due to the item being broken once they picked it up from post office. I double wrapped item and buyer stated it was complete unwrapped in the box when opened which there is no way that could have happened. I also noticed the shipping cost was quite a bit compared to other items sold recently. They are demanding a refund. Am I obligated to refund the complete amount even though the damage done was not caused by me? How do I determine if the shipping was covered by insurance? They have not opened a refund through eBay but keep stating eBay will protect both of us. Help! Never had this experience.
7 comments
klhmdg
·11 months agoJust reply "Im sorry this arrived broken. please return for refund"
Until the buyer opens a return request just keep repeating the same thing.
When the buyer opens a return request, you approve the return and send a shipping label.
Once you receive the item you will refund.
Please read the MBG. This is for buyers but every seller should know what they are up against.
You as a seller are responsible for the item arriving as it is in your listing.
You have insurance and can try to claim it through USPS but USPS seldom pays unless the box was damaged by USPS and there is documented proof.
eBay has no seller protection for breakage.
epoxyi81
·11 months ago"On eBay, if the buyer opens a return for 'item damaged' or 'not as described,' you will be required to refund the full amount they paid (item + original shipping). Many shipping labels purchased through eBay automatically include up to $100 insurance depending on the service, so you can check your label details to see if you’re covered. Even if you packed carefully, sellers are responsible for items arriving safely, so the best step is to ask the buyer to open an official return case through eBay. That way you are protected as a seller, the buyer gets their refund properly, and you can then try to file a claim with the carrier for reimbursement."
tobaccocardyahoo
·11 months agoYou are legally responsible for the safe arrival of any consumer purchase in the United States.
If you do not want to be liable, you can insure the shipment, but your packaging must meet the requirements of your insurer.
Usually, shipping damage occurs because of inadequate packaging. Packaging is a learned skill. What seems adequate to many inexperienced packagers is not adequate in the real world.
monica-sells
·11 months agoAll good advice...but, the bottom line...regardless of the condition the buyer "says" it is in
I always require a return before I issue a refund....(it may not be worth a return, but i do it anyway)
the buyer can NOT guarantee ebay will protect both of you.....
tell the buyer to initiate a refund using "item damaged" as a return choice
orangehound
·11 months agoFragile items can break in shipping, as automated machines slap, shift and drop your package. Imagine that your package was dropped 2 feet, or 4 feet, or 10 feet ... fragile items may not survive that G-force.
You are responsible to the eBay customer for items that arrive broken due to handling by the shipping carrier. Then, it is up to you to go the the carrier to get reimbursed.
But be aware that it is rare that a carrier covers breakage damage unless the package was punctured or run over by a truck.
toysaver
·11 months agoWas it double boxed? Was the bubble wrap taped tight? Was it the big cell bubble wrap or the cheap stuff? Would you have been comfortable if you dropped it down a flight of 8 granite steps while carrying it in to a Post Office built in 1928 or would run home to check the contents?
If the buyer opens a return for not as described you will be refunding the entire amount the buyer paid.
When you purchased a label depending on the type of service chosen, it comes with insurance up to $100.
eBay only protects the buyer in not as described returns. And only if an official eBay return was opened.