Items Damaged in Shipping

[lexi319]

Is there an eBay policy regarding who is responsible for items damaged in shipping? 

I received a package with broken items back in April. I did not open a case in Ebay because the seller refunded a portion of my payment and the items were still usable, just not in the condition promised. The seller initiated a USPS claim and I received a letter stating I needed to bring the broken items to my local PO, which I did. The PO said I could not receive the items back until the claim was concluded. The initial claim was denied and the seller opened an appeal. The seller told me they would let me know when the appeal was over so I could pick up my items. The seller never got back to me and now they are saying it's on me because I was on the claim, too. I never received any communication from USPS other than asking me to bring the items to the PO. 

Is there an Ebay policy stating who is responsible for a damaged item claim?

[lady_madonna]

@lexi319 

The seller is the one to file a claim since they are the one that shipped the item and paid the postage/insurance costs.

[comics-scifi-collectibles · Accepted solution]

@lexi319  Sorry that this happened.  

The buyer is protected by the eBay Money Back Guarantee.   The postal insurance is for the seller.

eBay Money Back Guarantee states that the seller is responsible for the item arriving safely, as described in the listing, and on time.      Here's the site policy if you want more details on buyers rights>  

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy... 

You should have filed a refund/ return request.   The seller does have the option of refunding you from the request without paying return shipping and then refunding.  

This type of problem comes up often so I made this macro document on what to do if an item arrives damaged> 

Contact your seller and let them know what happened. Provide the seller with photos of the item, the box, and the packing material so that they can try and file an insurance claim. Hold on to all items in case the postal service wants to see them.

YOU do not wait for an insurance payout if any, insurance is for the seller. You are covered by the eBay Money Back Guarantee.

If the seller doesn't issue a refund after you provide those photos then you file an official refund request.

Select the return item button on this page: https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041

Reason> arrived damaged.   You have 30 days from the date of delivery to file a return request but should file one right away for items that arrived damaged.  

4 business days after filing the return request if the seller has not provided a return shipping label or a full refund then ask eBay to step in and help: https://www.ebay.com/help/buying/returns-refunds/ask-ebay-to-step-in?id=4701

Let me know if you need to return an item to another country as there may be additional steps required.

[lexi319]

Thank you for the replies! I know I should have opened a case, but I didn't want there to be a mark on the seller's record if they were cooperating. 

Does opening a case against a seller effect their account in any way, if it's resolved to agreement on both sides?

[comics-scifi-collectibles]

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@lexi319 wrote:

Thank you for the replies! I know I should have opened a case, but I didn't want there to be a mark on the seller's record if they were cooperating. 

Does opening a case against a seller effect their account in any way, if it's resolved to agreement on both sides?

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@lexi319   Sorry for the delay in responding.   A return request doesn't hurt a sellers account UNLESS they do not willingly help you and the buyer has to ask eBay to step in.  If the buyer has to ask eBay to step in then the seller receives a Defect, they do not get their sellers fees back.  Defects seriously hurt a sellers account.