eBay

neutralyzer · ‎04-29-2022

Today I'm a seller seeking advice on how to handle a return request due to damage during transit (UPS). In the past as a buyer I've had to return damaged items before, but nearly each situation was handled differently.

Should I --

a) Accept the return, have the buyer mail the item, refund buyer, and file a claim with the UPS.

b) Accept the return, file a claim, and then have the buyer return the item once the claim is over.

c) other (please explain).

Also do I file the claim directly with the UPS or is there a way through ebay? Thanks in advance.

kensgiftshop · ‎04-29-2022

@neutralyzer

Ask the buyer for a few picture of the item and package, then refund the buyer.

Have the buyer hang on to the item and package so it can be inspected.

You file a claim with UPS.

Here is some information about filing a claim with UPS.

https://www.ebay.com/help/selling/shipcover/shipping-insurance-shipcover?id=4643#section5

Have a great day.

donsdetour · ‎04-29-2022

@neutralyzer wrote:
Today I'm a seller seeking advice on how to handle a return request due to damage during transit (UPS). In the past as a buyer I've had to return damaged items before, but nearly each situation was handled differently.

Should I --
a) Accept the return, have the buyer mail the item, refund buyer, and file a claim with the UPS.
b) Accept the return, file a claim, and then have the buyer return the item once the claim is over.
c) other (please explain).

Also do I file the claim directly with the UPS or is there a way through ebay? Thanks in advance.

Facts are the item that arrived damaged: is not as described. Always keep that in mind.

Fact: the purchaser in no way is required to aid you in any insurance claim. Some will, some will not.

This includes photos of said damage.

With such in mind: do what you think is best for you and your customer.

santamonicajeweler · ‎04-29-2022

a) Do you have pictures of the package in the damaged stage? If package does not show external damage, UPS, most likely, wouldn't take any responsibility.

b) Did you purchase the label on eBay or elsewhere? If you purchased it on eBay, you have no other choices but to contact the special UPS division for eBay, provided on message #1, otherwise, you need to contact UPS directly. The eBay UPS connection will take up to two weeks for a response. So be ready for it.

c) Do you have a cooperating Buyer? Most Buyers don't want this hassle. In order to have a successful claim, package needs to stay with Buyer and UPS needs to inspect it at the receiving end.

d) Is the amount of money worth the hassle?

neutralyzer · ‎04-30-2022

The buyer opened a return case (due to: "Arrived damaged") without contacting me, with damage pictures attached but the shipping box barely being in any of the pictures. Buyer states it is a birthday gift and unpresentable, so I reluctantly accepted the return & had ebay send the return label yesterday. Today buyer messages me outside of the return case, seeing if I would provide a partial refund instead. Could there be any kickback to this? I personally would rather have the item back since it is still worth a bit damaged box or not.

lamber9347 · ‎04-30-2022

If you really want the item back, all you need to do is wait out the case. Buyer either has to return or close the case with a partial refund, provided by you. Of course, you need to keep in mind the buyer may ship you back their old dirty sneakers, and you will be out the item and the money. That's why everyone keeps saying it is your decision to make.

A partial refund would be your best bet as you would still make some money, even if less than you wanted. These are some of the risks involved with online selling. Sometimes these things come up and only you can make the choice that fits you best. All others are just speaking from past experience to help you decide. Best of luck to you....

santamonicajeweler · ‎04-30-2022

LOL, what a twist?!

The best solution is to call the Buyer, if Buyer is located in U S. Then, you'll avoid all misunderstandings. Once item leaves your sight, it's always the best to sell it. You'll never know how long item will end up sitting on shelf if you get it back.

Since this deal is done, you could always exchange email address with the Buyer. eBay rules allow you to do that.

I would take %20 off and make the Buyer happy. Buyer may come back and buy something else later

neutralyzer · ‎04-30-2022

How would i go about doing this? The buyer initially wanted a return, so i chose return & sent a label instead of a partial refund. I don't see any other options in the return details.

santamonicajeweler · ‎04-30-2022

You're done. That Return is closed. Deal is done. eBay is out of the picture and it's between you and the Buyer. If Buyer is contacting you via eBay message system, by rules, you can exchange eMail addresses.

But you have a Buyer whom changed their mind and don't want to return any more. Well, just message the Buyer and say the maximum discount you can give is %20. I would call and say that and sell the item. Item is already shipped, Buyer has it and if Buyer doesn't print the return label in 15 days, Return will close and you're done there.

Call eBay as well, ask their opinion. They might help you better. They have many tools to help.