Damaged item

[f2bsfoster]

I received a damaged item and the seller told me to contact Ebay.  How do I file a claim or do what needs to be done? The seller is stating she will not refund my  money or pay to ship the damaged item back to her. 

[wastingtime101 · Accepted solution]

File a return request using the reason "arrived damaged" if the item was damaged in shipping or using the reason "not as described" if the item had damaged the seller didn't disclose in the listing.

You will need to upload photos of the damage. The process is outlined here:

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041

[nobody*s_perfect]

You are covered by eBay's buyer protection  policy, which they call the "Money Back Guarantee". Apparently the seller hasn't read this, or they would realize that they will have to issue you a refund, and will have to pay for the return shipping if they want to get the item back.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[lakefor94]

As long as you file a Item Not As Described return case within 30 days of the delivery date, you can get a full refund. 

Go to your eBay Purchase History and open a return case.
Find the item in your Purchase History and press the big, blue 'Return this item' button. Select "Item is Not as Described" as the reason for the return.

If it requires you to upload a photo to the return case you will need to do that.

 
Seller will be required to provide a prepaid shipping label IF they want the item back before refunding.

When the return tracking shows delivered back to the seller, the seller will have 2 days to inspect and refund your purchase. If that does not happen there will be an "Ask eBay to Step In", option for you to click on. EBay will refund your money.

If seller does not send a return label within 3 days and the "Ask eBay To Step In" option is not available, you may have to contact eBay. If you need help, come back here with details and dates of what has transpired. Or just contact eBay thru Facebook. https://www.facebook.com/eBayForBusiness/
Using the instant messaging.

Under NO circumstances do you close the return before getting your refund, REGARDLESS of what the seller might tell you.

 
Come back here with any or all questions you might have throughout this process.

[monster-deals]

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@f2bsfoster wrote:

The seller is stating she will not refund my  money or pay to ship the damaged item back to her. 

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Oh are they going to get a surprise.

[ms.rodriguez*]

No matter what they tell you , do NOT close the case.  Make sure to remember to return to the case by the date written on the case.  IF you have not received a return shipping label from the seller by the time stated in the case,  go to the case and Escalate it.  Ask ebay to step in and you will get your refund.  Hold the item a day or two incase the seller does send you the shipping label after the refund.  After the 2 or 3 days have passed AND you got your refund, go ahead and toss the item in the trash (or recycle bin).

[epistemy]

I don't necessarily want to return it, it was insured and I want to see if the seller wants to collect that from the PO and give me a partial refund.  I can see no provision for the item arriving damaged, I'm interested in compensation, but it's not so bad I want to return it.  It's a very nice laptop, just as I wanted, except the PO broke the DVD-RW drive.  I sent the seller photos and all the info. but have not heard back in a week.  And on that page I only saw, "contact the seller", not anything about opening a case with eBay.