Damaged Item Question

[kepar-5943]

I listed no returns as it was a pottery item.  Everything was packaged really well and wrapped many times with bubble wrap but it still arrived damaged.  Customer is asking for full refund, but item looks like it could be glued back.  What would be the right step?

[klhmdg]

Your choices once they file a "Not As Described" case is -

1) Refund 100%

2) send a return shipping label and refund 100% once you receive the Item.

3) do nothing and eBay will refund the buyer, keep your FVFs and give you a defect on your account.

No returns doesnt mean anything - eBays MBG is 100% over your no returns

[kensgiftshop]

Your No Returns are only for remorse reasons, changed their mind, found it cheaper and so on.

Damaged items are covered by the MBG and overrules your No Returns.

If you want to file an insurance claim:

Ask the buyer for a few pictures 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 the carrier.

[bonjourami]

Did you double box that fragile item?

[albertabrightalberta]

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@kepar-5943 wrote:

Everything was packaged really well and wrapped many times with bubble wrap but it still arrived damaged. 

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Apparently, it was NOT packaged "really well" or it wouldn't have broken! 

[soh.maryl]

ALL eBayers, both buyers and sellers, need to make themselves familiar with eBay's Money Back Guarantee for buyers, preferably BEFORE starting to buy or sell here.  As a seller, you need to clearly understand your  options when/if a buyer opens an item not as described case.

Your buyer received an item that was not as described (damaged).  If/when your buyer opens an item not as described case, you, as the seller have 3 options as others have detailed.  You can refund the buyer without requiring the item be returned.  You can send the buyer a prepaid return label and refund in full when the item is received.  Or you can ignore the whole thing, in which case eBay will refund the buyer from your funds and you will have a defect.  Which of these seems the most appealing to you? 

[reallynicestamps]

Do you believe the buyer that they received a damaged piece?
Refund them.

Do you believe the buyer is claiming damage to get a free piece?
Send the Return Shipping Label, and refund on arrival.

Relist the undamaged piece and Block the scammer.

Don't argue with the buyer. Get back the undamaged piece.

Hammers exist.

[mtgraves7984]

Customer is asking for full refund, but item looks like it could be glued back.

@kepar-5943 

If that ^^^ is your take, approve the Return and refund upon its arrival back to you. Make the repair and relist. Good luck.

[simba6]

Issue a refund.   You can ask for it back first but you pay the shipping.  Might not we worth it.

There is no way you could win such a case. 

[tobaccocardyahoo]

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@kepar-5943 wrote:

I listed no returns as it was a pottery item.  Everything was packaged really well and wrapped many times with bubble wrap but it still arrived damaged.  Customer is asking for full refund, but item looks like it could be glued back.  What would be the right step?

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That not likely to be as a professional would have packed the item. The technique which pros use would be double boxing with packing material in the inner box and between the two boxes.

[albertabrightalberta]

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@kepar-5943 wrote:

I listed no returns as it was a pottery item.  Everything was packaged really well and wrapped many times with bubble wrap but it still arrived damaged.  Customer is asking for full refund, but item looks like it could be glued back.  What would be the right step?

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Accept the return, pay for return shipping, issue a full refund to the buyer and then YOU can glue it back together and relist it as "repaired."

[albertabrightalberta]

@kepar-5943 

Please learn from this sad experience.

If you get a buyer for the $1500 Alice in Wonderland statue, pack it safely, securely and double-boxed or you'll be back here with the same issue.

[aproudparent2010]

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@kepar-5943 wrote:

I listed no returns as it was a pottery item.  Everything was packaged really well and wrapped many times with bubble wrap but it still arrived damaged.  Customer is asking for full refund, but item looks like it could be glued back.  What would be the right step?

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To refund your buyer...that is the only step

You can either have them return for refund (you pay return shipping)
Refund without return

[house*of*paws]

Hi @kepar-5943 

Cookie jars are notorious for suffering 'concussions' during shipping ... even when the box shows no damage.  The inside of a hollow item needs to be stuffed with packing peanuts  ... or something similar ... and probably double-boxed to keep it from being concussed.

The customer deserves a full refund.  If you think it could be 'glued back' ... then pay the return shipping and glue it back yourself.  DO NOT expect the buyer to be happy to be told that they should glue it together and use it as it is.  

[kepar-5943]

Thanks.  It was stuff, wrapped numerous times with bubble wrap and double boxed.  These shipping companies just don't care.  What's really weird is their photos show packing material around it that I didn't use.