eBay

ginny3848 · ‎04-06-2021

Hi -

I need your expert advice on this matter. I have a buyer requesting return of their item they purchased. It was a bone china Colelough teacup and saucer. I had sent it priority mail 2 day ship. of course it has insurance on it up to 50.00. The buyer stated the saucer was completely shattered when they received it. I don't believe it. My policy is no returns. I had put a note in the box to open carefully as I had each piece separately wrapped and secured in a bubble wrap and paper. Even the postmaster at the post office commented on no movement in box. I've shipped many a teacups and never a complaint. I don't want to pay for shipping return nor do I want to pay the buyer back. Any input on this. Thank you ginny

soh.maryl · ‎04-06-2021

As you are aware, every eBay buyer has the Money Back Guarantee for buyers.

All he has to do is open an item not as described case, and eBay will require that the seller send him a prepaid return shipping label or reimburse him in advance for the cost of return shipping, if the seller does want it back. Also, I am sure you know your "no returns" policy has no standing in the face of the MBG.

In this case, given the "shattered" claim, however, I might require either a picture or the shattered pieces as proof. You can't enforce that requirement, however.

1tuna · ‎04-06-2021

taking things back is a part of doing buisness.you could end up losing the case while waiting for pictures

if you printed the label with ebay shipping then you can expect to be charged the same amount.

it looks like you are going to eat around $17 for shipping both ways.

if it were me I woud say yes to the return.I can sense you do not want the buyer to get a free gift

Germantown proud Germantown strong
up the whiskey hickon
moving right along
19144

ginny3848 · ‎04-06-2021

Thanks for the help. Looks like Im screwed totally. This wasnt just any teacup - it was an original with a number and it can't be replaced. There is no way it arrived damaged, I pack very securely. Thanks again for your help.

lamber9347 · ‎04-06-2021

@ginny3848 This platform offers a MBG to all buyers. Your own no returns policy is superseded by eBay’s return policy in the TOS. Unless this is a buyer’s remorse type of return you will have to refund. Once the buyer selects INAD you will have to pay for the return shipping or eBay will deduct it from your account, regardless of what you stated in your own listing. Your best bet is to accept the return and issue the return label or you will also receive a defect on your selling account.

It happens; it's a part of selling online. Buyer is not obligated to send you any photos and if you give the buyer a hard time they will reward you with a big fat negative comment. You have to set aside your ego and think of your selling account. Cover yourself, it's just business not personal. Best of luck to you....

frommichel · ‎04-07-2021

You shipped it with insurance and the buyer is claiming that it arrived broken. The buyer needs to file a claim with the post office (you cannot do it b/c you don't have the item and the insurance is to protect the recipient). This is not your problem at all. Be nice to the buyer as it is upsetting to receive something that the post office busted. The buyer wants your guidance and sympathy. So, tell the buyer that they will be reimbursed fully by the post office; tell them to bring to the post office the original box with the original contents and that the post office will take it from there. Emphasize that you are saddened by their loss but that you are relieved that the buyer will not be out any money and has an uncomplicated way to get their money back.

I hope this helps!

johnrj1226 · ‎04-07-2021

Suggest you review the eBay Money Back Guarantee. Insurance coverage is for the benefit of the seller and the MBG is for the benefit of the buyer.

"I have the right to remain silent but I didn't have the ability." Ron White, Fritch, Texas
"Stay away from negative people, they have a problem for every solution." A. Einstein
"The Devil made me do it!" - Flip Wilson
"If the band can only play loud - they ain't no good - peps too!" J.R. Johnson

ginny3848 · ‎04-07-2021

Thanks everyone for your advice. Ebay had sent me another message stating that I had to reimburse. So I fully refunded her last night. This morning, I looked at the picture that she had sent of the broken saucer and realized that that saucer was not the one I sold, because the one I sold had a gold inscription on it on the bottom of the saucer just as the bottom side of the teacup. I've been selling on Ebay for 16 years, at one time, I was active seller with a store, since then, I sell when needed.

Thanks again - for your expertise advice. You all take care!

ginny

fab_finds4u · ‎04-07-2021

Why are you giving out wrong information?

Insurance is for the seller not the recipient. The buyer doesn't need insurance because their insurance is MBG.

Buyers do not have to provide proof of damage on eBay. They never have. However, they have to provide proof of damage to the PO but eBay can't force them to cooperate with the claim. Because of that insurance is basically for mail that doesn't get delivered.

Returning the item voids the insurance.

The seller needs to accept the fact she's going to refund this buyer! Her choice is to refund and not require the buyer to return it or they can issue a return label and refund when it's returned.

frommichel · ‎04-07-2021

Ginny, ouch! Super sorry that it was a scam and that you had to pay out. Please don't forget to add the buyer to your blocked list!

toysaver · ‎04-07-2021

"I had put a note in the box to open carefully as I had each piece separately wrapped and secured in a bubble wrap and paper."

Excuse me.... but how can they read the note to open the box carefully before they open the box? If you put it on top they may have opened from the bottom. If you put it on the bottom the top....

releasethekraken_1 · ‎04-07-2021

@ginny3848 wrote:
Thanks everyone for your advice. Ebay had sent me another message stating that I had to reimburse. So I fully refunded her last night. This morning, I looked at the picture that she had sent of the broken saucer and realized that that saucer was not the one I sold, because the one I sold had a gold inscription on it on the bottom of the saucer just as the bottom side of the teacup. I've been selling on Ebay for 16 years, at one time, I was active seller with a store, since then, I sell when needed.

Thanks again - for your expertise advice. You all take care!
ginny

Inform your buyer that you will be contacting Postal Inspectors to determine how your item was switched out before they received it. Tell them that they have to keep all packaging and the damaged item so the Inspectors can examine it.