Buyer reports item damaged upon arrival
Ebay customer support has not been helpful, so I've come here to ask. Recently, I've shipped an item internationally from the UK to the US via UPS. I purchased the label through eBay. The item was a vinyl record, and when it arrived, the packaging was ruined, and the record cover itself was slightly damaged in the corners. The buyer has contacted me, and I have tried to file a claim through UPS, which was not successful as it keeps quitting. Therefore, I contacted eBay customer support, and the first agent told me to file a damage claim through Packlink. However, when contacting the second agent, he told me that I'd have to have to buyer file a claim with eBay. I'm very confused, any help is appreciated, Thx!
P.S. Because the damage is not that serious, when filing a claim, do I file the total price of the item? thank you
njtoyreseller
·8 months agoFirst I would ask the buyer to provide pictures of the item, the damage, the box from a few angles, the shipping label, and the packing material. You would then have to file a claim with the shipping carrier (UPS) and include ebay listing and order page to show its value. UPS is a pain when it comes to claims is they have lots of rules for how things need to be packed in order to have a claim be accepted. I would then recommend see if you buyer still wants the item in its current condition and if so see what sort of partial refund the may consider for such damage. Its better to make the buyer happy first and deal with doing the claim after to be reimbursed that money back.
tobaccocardyahoo
·8 months agoBe prepared.
UPS is likely to reject your claim due to inadequate packaging. They might not if you packed in an LP box with appropriate cardboard spacers. But the damage you described suggests you did not package in that manner. I have had LPs damaged but never had minor corner damage. On the rare cases of damage, it was far worse.
You file for the total price of the item. They could request proof of purchase for the item and only refund your cost, not the sale price. You do not want to negotiate against yourself.
kensgiftshop
·8 months agoAsk the buyer for a few pictures of the item and package, then refund the buyer.
Have the buyer hang on to the item and package so it can be inspected.
You file a claim with the carrier.