A warning for sellers of high value items, don't loose thousands of dollars like me.

[rider9751]

                                                                               Back Story

I sold a precision electronic device worth around $4000, after receiving the item the buyer discovered that it wasn't fully functional and asked for a refund. After talking with the buyer about the problem I agreed to refund him. I knew I could send the item to the manufacturer and have it repaired, resell it, and still make a profit. 

                                                                              Actual Issue

  Because of the high price of the item I was required to purchase signature verification for delivery. But when the buyer shipped it back ebay did not require him to get signature verification for delivery. And because there was no signature verification when the item was delivered it was left by the front door and sat out in the rain for about 5 hours. The box was soaked through and the item was wet which damaged it beyond repair. 

                                                                         eBays Response

#1

You knew the delivery time and should have been there to receive it.

• Someone was there but without signature verification, the carrier just left it by the front door.

#2

It's not covered for damages during shipping because it was delivered. 

#3 

You issued a refund so the case is closed.

• I only issued a refund because you have 2 days to do so after it's delivered or they just take the money from you. And I didn't want it to reflect negatively on my seller rating. 

End Result

The item having spent a few hours exposed to the elements is not something eBay is authorized to compensate or assume responsibility for.

     If eBay had required signature verification for the return this would have never happened. An obvious flaw in their return policy but they will never admit to it. So in the end I have no recourse and I'm out thousands of dollars, this goes to show that eBay really doesn't care about its small-time sellers, very disappointing. 

[kensgiftshop]

If someone was there, why did it set out in the rain for 5 hours?

[dare-2046]

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@rider9751 wrote:

the buyer discovered that it wasn't fully functional and asked for a refund.

If eBay had required signature verification for the return this would have never happened. An obvious flaw in their return policy but they will never admit to it. 

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Buyers are required to return with signature confirmation @rider9751 if the money paid was $750 or more.

But the issue might have been that you were responsible for return shipping

- because "it wasn't fully functional" as the buyer discovered

- but you didn't buy the signature confirmation.

[rider9751]

Because it was pouring down rain and she was taking care of our two kids. So she had no reason to go outside. 

[rider9751]

  I was not involved in buying the return shipping, I'm assuming if I had been responsible for it I would have received some kind of invoice or notification where I could have chosen the shipping options. 

  I'm guessing you copied and pasted the "Requirements for Returns" right from eBay's policies. Thank you for bringing that to my attention. Unfortunately, that kind of makes it even worse because I sent emails back and forth with eBay's High-Value Clames department and even talked with someone on the phone and they never said anything about that. 

[vintagecraze50]

The seller is required to pay for the return shipping if item is not as described. I have never had this happen with a return valued at the signature confirmation threshold but I am assuming that if you ave returns automatically approved by ebay they would include that in the auto return. If your listings are not set up for auto approve all returns then you have to choose the shipping method back and add the signature tracking to the label you pay for and give to the customer. Customers on their own are not going to do that obviously . 

[kitschy*loot]

This is a very unfortunate case but it does seem like since you were responsible for the return shipping, the label needing signature confirmation falls on you. I know it's all moot but if you were aware the package was arriving at some point; tracking it would have been a good idea. Usually that won't help you know exactly when it arrives unless you have a carrier who delivers at the same time everyday, but it's better than nothing and can help minimize time spent in the elements. Most delivery people don't ring the bells for my things anymore, so I have to keep a watchful eye or tell anyone inside the home to do so. 

[lakefor94]

As @vintagecraze50 said,  there is a option within your return settings to choose RMA returns. If using RMA,  the seller is provided the opportunity to supply their own shipping label to the return case and add an RMA number for their record keeping.

I buy some of my return labels from PirateShip and upload to the return case rather than using the eBay provided USPS label. I can add signature required if I care to do that.

[vintagecraze50]

Yeah, I forgot about that. I forgot becuase I have auto accept.

[lakefor94]

I have all auto accepted returns with Free Returns.  The return is already accepted but the buyer does not get access to a return shipping label until I give the go ahead.

[rider9751]

I just rechecked my return settings and I do not have auto approve all returns on. I was never given the option to choose the shipping method or to add signature verification or anything like that. EBay just accepted the return and let the customer ship it back however they wanted to. 

[rider9751]

I agree with the point you are making but if I were responsible for the return shipping shouldn't I have gotten the option to choose the shipping option which would have included adding signature verification? Because I was never given any of those options. 

  I was tracking the package but the information was quite limited, it said "package arriving sometime before 9 pm" and I was operating under the assumption that the person at the house would have to sign for it which is also why I made sure someone was there. 

[rider9751]

I did see the RMA option but don't have it on. Are you suggesting choosing to use the RMA would be a better option? This was only the 2nd item I have had returned so any advice is appreciated.  

[house*of*paws]

Hi @rider9751 

In case it hasn’t occurred to you yet … this may be a good time to consider either a PO Box or a water proof receptacle to put near your door for packages.

[Recipients are always responsible for having a safe place for delivery of items.  It is never the sender’s or shipping company’s responsibility.]

[lakefor94]

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@rider9751 wrote:

I did see the RMA option but don't have it on. Are you suggesting choosing to use the RMA would be a better option? This was only the 2nd item I have had returned so any advice is appreciated.  

---

If using the RMA option,  the seller is provided the opportunity to supply their own shipping label to the return case and add an RMA number for their record keeping.

I buy some of my return labels from PirateShip and upload to the return case rather than using the eBay provided USPS label. I can add signature required if I care to do that.

You get a choice, either use the eBay label or supply your own label.