Return but buyer being shady

[penzking]

I sold a candle, packed it very very well and she says the mail lady said it was broken without even opening the package asking for a refund. asked for a picture picture she sends me a candle and a broken glass. Can’t tell if it’s my candle and my box and it’s taking her a week to get a picture and then when I ask to see the label of the candle and the top of the candle she got defensive still waiting on the picture of the label the top and the bottom. Like if I had a package arrived with a broken candle, I would’ve clicked a picture from the top if it’s that obvious, but she’s acting very deceptive. I am a new seller and trying to do best practices, but to protect myself as well.

[comics-scifi-collectibles]

@penzking This is what you have to do....

Contact your  buyer and ask for pictures of the item, the packing material and the box.  Ask the buyer to hold on to all items as the postal carrier may wish to see everything before they decide your insurance claim.  Insurance claims are not paid for damage in shipping if the seller didn't package the item well enough.  

Then you refund the buyer as soon as you have your pictures.   The buyer doesn't wait for the insurance payout if any.    Insurance is for the SELLER the buyer is covered by the eBay Money Back Guarantee.  I understand that this buyer may be a problem but if you don't refund willingly then eBay will force a refund...you wont get your sellers fees back and you get a DEFECT. Defects really hurt your account.

eBay shipping labels come with $100 insurance except for media mail.  

Here's how to file insurance claims with each postal carrier or insurance provider>  

https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=

[penzking]

Thank you. I’m just fighting to get a picture which makes it seem like she’s trying to fraud me. She won’t send me a picture of the actual item broken. She sent me a picture of my label, my box, and a picture of the lid but she hasn’t sent a picture of the candle broken with the candle label on it to show me it’s my candle. She’s being defensive about it.  It’s taken a week for her to send me anything. She’s acting really weird about it. 

[comics-scifi-collectibles]

eBay will side with the buyer even if the item doesn't match because you can't prove you shipped the item in the listing. 

I know that this is frustrating but refunding and filing an insurance claim are your best and only options. 

Add the buyer to your blocked buyer list.

@penzking 

[penzking]

It shows that it was delivered since I had tracking, but will not send the picture of my item broken. Then sent me a threatening message. Ended up reporting her to eBay. I’m more than happy to refund if the item is broken but at least send me a picture of it being broken. Just letting eBay do their work. Thank you.