Buyer claimed item arrived damaged but unable to

[csmi8657]

Sold an Xbox and the buyer received it, left positive feedback and it seemed everything was all good to go.

9 days later, he opened a return request saying that the item actually arrived damaged (the "casing" was fractured on top) but he was originally fine with it, but now he can't get it to turn on. He included one blurry photo of him lifting up the Xbox that's almost certainly not going to satisfy a USPS claim. So I told him we'll get the return squared away but to please send more photos of the damage so I can reach out to the carrier, but he only responded once 3 days ago saying he was trying to send a video which obviously is not a format supported on eBay. 

What should I do? He has the option to ask eBay to step in to help as of today, and I already agreed to accept the return verbally. But how can I get more evidence to prove to USPS a miscarry happened if he won't send photos to me? Do I wait for him to return the Xbox and then take pictures myself, even though it's already damaged after the first run? 

[simba6]

You are going to have to issue a full refund.   You needed to issue a paid return label.  Once they can ask eBay to step in, you will be refunding and get your customer service rating dinged.    If they opened a case with eBay, they would have had to include some photo.

There is not much you can do with USPS as the buyer is not required to assist in insurance claims.

[mtgraves7984]

What should I do?

@csmi8657 

Approve that Return before eBay steps in if you want your console back before refunding in full. Good luck.

[12345jamesstamps]

USPS does refund for lost packages. It is very hard to prove USPS damaged your item...they will just say it wasn't packed very good. Buyer probably feels it's a waste of time to send a video as such.

Offer the refund before eBay does.

[house*of*paws]

Hi @csmi8657 

Just wanted to support @mtgraves7984 and @simba6 that you need to go on record that you’ve accepted the return IMMEDIATELY.

DO NOT allow eBay to be brought into the case.

[kalyoth]

Accept the return asap. For future reference - items like this are subject to a higher level of fraud potential. I tend to have the registration numbers for those systems on file with a listing (partially blocked) to pair up with the return. It did help me with ebay on 1 disputed fraud return in the past.

I wish ebay did such a thing for the sales process.