How am I protected as a seller?

[debappl34]

Buyer claims silver items dented in shipping.  How do I handle this?

[comics-scifi-collectibles · Accepted solution]

@debappl34   The seller is responsible for the items arriving safely and on time per the eBay Money Back Guarantee.  

 Since this is a high value item that is part of a SET your best option is to advise the buyer to return the set for a full refund.  You pay return shipping.  Unless they will agree to a partial refund to make up for the dent.

[debappl34]

Thank you.  They claim an item is missing?

[comics-scifi-collectibles]

@debappl34  They claim an item is missing plus dented? Was the box bashed open?  

Here's how to handle this return request so that you do not end up losing ALL of your money AND the items too> 

If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.  

The eBay Money Back Guarantee overrules your returns policy.   Your return policy only applies if the buyer files a buyer's remorse return:  Doesn't fit, changed mind, etc.  

If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.

If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&quer...

Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns.  The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.

Seller protection: 
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Sel...

[debappl34]

Thanks a million times!  I accepted the return, but the buyer looks suspect.  They are claiming dents, items were bubble wrapped, taped, them wrapped in shipping paper and stuffed tight with air pillows.  The dents look self inflicted and the missing bowl is hard to believe.  I am so confused.  How do I deduct when items are returned without the missing bowl?  These people are antiques dealers, they buy and then resell.  I can't help thinking they are keeping the 'missing' bowl to realize a nice profit   I will never sell again.  I feel people will take me over without a second thought, and I am left a loser just for being a small honest seller.