Seller didn't use any packaging

[countrymouse007]

I bought a $2,000 sewing machine on Ebay and spend an additional $196.61 on shipping.  I didn't question the shipping, because if they paid to have it packed and insured it, that sounded to me like what it might cost.  

The machine arrived with NO packing anywhere in the box!  There was even a Strap in the case that the machine itself could have been secured with, they didn't even use that, and it was right there, no extra cost!  The machine itself is damaged along with another item in the box, that goes with the machine.  The seller is trying to blame FedEx, and me, and everybody else, and will accept no responsibility for the lack of packing entirely.   They don't want to give me a refund, because their policy is "no returns".  This is a delicate machine with a lot of moving parts, and it was expensive.  They want to offer me $200 for the damage.  I don't want to do that.  The machine was shipped threaded, there is likely internal damage I don't even know about.

I have filed a claim with Ebay, but the seller seems confident that I won't be getting my money back.

I have bought hundreds of things on Ebay, and never a problem.  

This seller even said that they would have gladly packed it if they had known they were supposed to.  Do we, as buyers need to babysit sellers like this, or shouldn't they know their responsibilities as sellers before they list items on Ebay?  

I don't know how this is going to turn out, but I am not happy.

Here is my question:  If Ebay finds in my favor, and I ship the item back, can the seller claim damage that I didn't see and claim, to say I shouldn't get all of the refund?

[doortek]

There are a couple of ways that appears to remove the Feedback button. One, the Seller refunds through PayPal (not eBay) and then the item will show up in the Buyer's unpaid item folder with no ability to leave feedback.

Another is if the Seller requests a cancellation of purchase and Buyer accepts.... and depending on reason, Seller can get their fees refunded. For items damaged in transit, we will typically accept the cancellation.

Many Sellers have no idea how rough packages are treated and should probably visit a sorting facility. Packages marked "Fragile" are treated the same as any other.... maybe worse.

[doortek]

The issue for required signature arrives for when a package was not delivered; more to protect the Seller. Since this package was delivered, that issue would appear to be moot.

Then again, the Buyer would have the option to refuse if they viewed damage. Even without a signature, if you are there when delivered, you ask the driver to note the package is damaged and take a photo or two from phone camera.

[misfitfun]

The return policy that a seller sets in any listing is only applicable to buyer error/remorse returns,a not as described case falls under ebay buyer protection which trumps seller's policy

[lightlily_arts]

I was letting the buyer know that eBay and PayPal require signature confirmation for shipping  items valued over $750.  The buyer was already having trouble with their seller in accepting the return of her $2000 purchase + $196.61 in shipping.   It was damaged during shipping to her due to poor packaging.   She also has concerns that her seller might claim additional damage that she didn't see and claim that she shouldn't get all of the refund.  Even when the buyer returns an item they need to insure that the item is packed carefully to prevent additional shipping damage. 

I have had that problem previously where I returned 2 damaged auto side mirrors and the seller claimed they were damaged.   However, I shipped them back in the seller's same box but packed  very carefully.  He just threw them in a large empty box whereas I double boxed by packing each one in a separate box with heavy large bubble wrap with foam peanuts.  He just trying to avoid giving me my refund.  Fortunately I kept the pictures of the damage to the mirrors he sent me and had uploaded them to eBay.  As it was the same damage he must not have looked at the pictures I uploaded to the claim.

[lightlily_arts]

When I have opened  SNAD domestic claims where the seller was uncooperative and did not send me the return label,  eBay stepped in and sent me the return shipping label.

[divwido]

eBay will likely take two or three days minimum.  Did you add pictures to the dispute?  it would help.

The dispute is in the Resolution Center at the bottom of this page.

[divwido]

Could those of you who have nothing useful to add please don't post.  This person needs help and that only takes one post.  This is crazy.

[deech21]

if the seller refused to accept,then Ebay will just refund in full and let the buyer keeps the item.
no return means seller does not want it back,

[countrymouse007]

It was suggested on here that I add pictures to my case.  I do not see a way to do that.  Is there a way to add pictures?

[doortek]

Once escalated, adding anything else may not be possible; I have seen it both ways. But, if you posted photos prior, including in any correspondence on eBay, Customer Service will see them on their review.

Put yourself in the position of an eBay customer service specialist. The more information and facts, the better and easier to make a decision. It is always good practice to include photos of delivered, damages and photos of your packaging on return. Video is even better, but you cannot post video.... just note that you have video in your claim and if required, eBay will give you a special link to upload.

[doortek]

.... Who is to decide what is useful? Maybe they are just trying to catch up with your over 21,000 posts... 🙂

"Could those of you who have nothing useful to add please don't post. This person needs help and that only takes one post. This is crazy."

[lightlily_arts]

When you opened thew claim you should have received an email from eBay with a link to your claim "See Return Details"  Click on that link and see if you still have the option to add more pictures.  The claim should also be available in the resolution center.  I don't know if you can still do it as you escalated the case.

[dogofwar777]

That is just wrong. When I sell something I go overboard with packing because I don't want it broke. It is ridiculous what this seller did.

[soh.maryl]

Since the first post was on 07/31/19, I think we'd like to hear back from this OP to know if she has heard anything further from eBay.  

[countrymouse007]

My 48 hours was up on Saturday morning.  The listing said "your case is open, we are just waiting on a few details from the seller".  It still says that as of 8-5, at 10:PM EST.

I called Ebay over the weekend.  They said because of the high dollar value of this auction, it must go through an audit.

I don't know how long an audit should take.  I figured it would be a weekday before they got to that, but it is just Monday.

Soooo......  still waiting...