eBay

luvofoldstuff · ‎01-08-2023

I sold and shipped an item and the buyer received it, but the arm was broken. She did not pay for insurance, but I added it anyway. When I filed a claim with UPS, they came to her home to pick up the item and box. She had thrown all the packaging material away, so they could not determine if it was packed well. Will I have to refund her money? Who is responsible? Once again, when she chose the shipping option, she did not choose to add insurance. I did that myself. Can she file a claim with Ebay against me?

lady_madonna · ‎01-08-2023

@luvofoldstuff

The buyer does not have to "add insurance". Since insurance is for the benefit of the seller, not the buyer, the seller is the one that needs to insure their packages. Buyers have Ebay's Money Back Guarantee if the item is damaged/defective, non-working or otherwise not as described.

Sellers are responsible for the item being delivered to the buyer as described in the listing, undamaged. So you are required to refund the buyer in full.

Read this: https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

lady_madonna
Volunteer Ebay Community Mentor

house*of*paws · ‎01-08-2023

Hi @luvofoldstuff

Yes, the buyer will win any claim they file with eBay ... and you will be penalized if you do not handle the refund yourself.

Insurance is for the seller only, since the buyer has eBay's Money Back Guarantee. Seller's aren't allowed to charge the buyer separately for insurance ... but can add on the insurance cost to the item price or handling cost.

As soon as the buyer informed you of the damage ... you should have asked them to provide a photo of the broken item AND the packaging materials, which you could have used to file the claim online. You also should have asked the buyer to hold onto EVERYTHING until the claim was decided.

I'm very sorry this happened. If the buyer has filed a return request ... you need to either send buyer a prepaid shipping label (if you want the doll returned) OR refund in full. You need to do this in 3 business days ... before the buyer is able to bring eBay into the case.