refunding broken items that weren't broken when shipped.

[grandmasjewelry123]

I ship out a piece of jewelry in good order and the customer says they broke it and want to return it. I have automatic returns but this will work as a point against me in ratings and it seems very unfair to have to refund money when the customer broke it either intentionally as a way to return it, or not. 

In the last three months, I have had several of these "broken items" come back. They were silver and left in good working order. How would you handle this?

[jacbarcollectibles]

As long as you do not fight a return and refund it does not count against you.  eBay only gives you a defect if they have to force a refund from you.  Although you shipped the item in good condition you really have no way to know how the item was delivered to the buyer.  Certain items can be harder to ship than others.

So you should allow the return and refund once the item is returned.  Then see how the item broke and make adjustments in how you package these items.

[lady_madonna]

@grandmasjewelry123 

If the buyer filed a Return Request with a valid reason per Ebay's Money Back Guarantee, you will be obligated to approve the return, provide the prepaid return shipping label and refund when you receive the returned item.

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

[house*of*paws]

Hi @grandmasjewelry123 

How are you packaging these jewelry items?  With 'several' complaints of broken items ... I'm wondering if you are shipping them in envelopes that are going through postal equipment.  That could easily cause damage.

[Sorry that I can't answer your question about receiving 'defects' on these returns.]

[grandmasjewelry123]

They are securely packed and arrive safely. The customer claims that when they wore it they broke it, and therefore want their money back. This has happened only since the economy went bad. Actually it happened four years ago when I sold a snake bracelet and the person broke it, just to say FU. I suppose. I feel like this is intentional either they regret spending the money and or didn't like it and want an excuse to return it. These items are arriving safe, according to the customers.

[grandmasjewelry123]

I am aware of how to handle returns. I have an automatic return policy. The items arrive safe. The customers claim they broke when they wore them.

[grandmasjewelry123]

Actually it does. They mark number of returns and take top rated seller away, so you are penalized for giving good customer service. I will give a return if somebody doesn't like it on most items and even pay the return ship. I don't want to hassle with disputes.

My issue is when somebody intentionally breaks the item, to justify returning it. ( they don't need to do that but psychology of human behavior can be strange at times)

[grandmasjewelry123]

jewelry is shipped in a jewelry padded box and placed in a padded envelope and arrives safely. The customer complains the item broke while wearing it.

[grandmasjewelry123]

I should have said weren't broken when shipped and weren't broken when arrived. When they wore it they broke it, or they didn't like it.