Buyer wants broke and item wants a refund
Goodafter noon,
I had a buyer buy a silver candy dish which was in one peace when we sold it to him. A week later sends me pictures of it in two peaces and packed in a different wrapping than I sent it in. I video record all packing and shipping so I know he is the one that broke it. I told him to open a not as described return and send back the item with original package and tamper tag if he still has it. (That's how I knew he repackaged it after he broke it.) Then ill issue a return. Can I issue a partial refund after I get the item back because now its unsellable in it condition or will ebay force me to give a full return?
the bottom was attached all in one peace.
11 comments
itsjustasprain
·4 months agoBuyer photos show that the dish came apart at the joint where top and bottom were originally connected. Nothing appears to have actually broken. Photos show a large off-center pin at the bottom end of the upper dish that fits into the hole seen in the base. Because the pin is off-center it would not have been a threaded connection and what looks like old glue residue is visible inside the base hole (I assume what you were referring to as 'Cementreinforced' in your description).
If the buyer does not want to simply stick it back together then tell him to return it for a full refund. That is all that Ebay will require you to do. You are NOT required to agree to a partial refund. You are allowed to require its return before you refund if you want it back.
I would take it back - then refund the buyer - then stick it back together with some fresh glue and list it again. Despite the damage that you properly called out in the description it looks like it should sell again as it did so the first time.
jen_3819-9898
OP4 months agoThanks but doesn't look like I can resell it now. How it was returned.
im done with ebay
albertabrightalberta
·4 months ago"A week later sends me pictures of it in two peaces "
If he claims it's broken, you're obligated to pay return shipping and full refund (if you want it back) or issue a refund and let the buyer keep or dispose of it.
"I video record all packing and shipping so I know he is the one that broke it."
Recordings of packing and shipping prove nothing. If it arrived broken, you probably didn't pack it properly.
"I told him to open a not as described return and send back the item with original package and tamper tag if he still has it."
Correct reply. And buyer gets a FULL refund of FULL payment once you get it back.
"Can I issue a partial refund after I get the item back because now its unsellable in it condition"
No, you don't have a 30 day return policy so you can't deduct anything.
"or will ebay force me to give a full return?"
Ebay will force a full refund.
house*of*paws
·4 months agoHi @jen_3819-9898
I‘m very sorry this happened. You listed the candy dish with ‘no returns’ … so you cannot deduct any money from the refund. [A item must be listed with 30-day returns for any deductions to be allowed.]
The fact that you photographed the packaging of the dish doesn’t prove ‘how’ it was broken … and I’m not understanding why you think the buyer broke it, instead of it being broken in transit. Being
photographed with different packaging materials doesn’t prove how it was broken … and I don’t believe anyone will agree with you about seeing ‘tool marks where it was forced apart’.
eBay expects you to either provide the buyer with a prepaid shipping label for the return … OR refund the buyer in full and let them keep the dish. [If you do neither, then eBay will refund the buyer in full with your money and let them keep the item. You’ll also receive a defect and forfeit your fees. DO NOT let that happen!]
12345jamesstamps
·4 months agoIt looks like it was made of two pieces...and not broken.
And can be repaired or just put the two items together.
Did you look at the item carefully before selling it to see if it comes apart?
I would talk to buyer about this.
It looks like the two pieces were made in such a way where they can come apart.
And it looks very fixable.
I think the buyer is digging for a partial refund.
It's sterling silver...worth a bit in sliver.
jen_3819-9898
OP4 months agoIt was not made to come apart in one picture he sent you can see tool marks where it was forced apart which where not on it when I shipped.
soh.maryl
·4 months agoThis probably is not good news for you: If/when the buyer opens an item not as described case, you will be required to either send him a prepaid return label or to refund without requiring a return. It would be in your best interest as a seller to read the Money Back Guarantee. And that refund will have to be a full refund.
Your video recording means nothing as far as proof of its pre-shipping condition.
You may as well learn now that eBay resolves most issues in favor of the seller.
jen_3819-9898
OP4 months agoYa i figured. I have told him to open a not a described return. But he has yet open one and just demands a refund.
albertabrightalberta
·4 months agoThis is a reportable offense that the buyer has committed.
https://www.ebay.com/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374&st=3&pos=1&query=Abusive%20buyer%20policy&intent=abusive%20buyer&lucenceai=lucenceai&docId=HELP1318
ryry-jj
·4 months agoIf you offer 30 day free returns and are at least an above average seller, you can deduct 50% of the item price if damaged. But you have no way to prove in ebay's eyes, that is didn't arrive damaged. So I doubt you can do anything but respond with a label for a full refund upon receiving it back
the video will mean nothing to ebay
jen_3819-9898
OP4 months agoI have told him I will not refund with out a return and told him to open a "not a described" and return with original package and tamper tag if he has it. But only replays with he wants a refund never opening a return. I did mention I will not refund with out a return