This is a thread to outline the proper process of damaged returns. There is a lot of wrong information, both by users and sometimes by eBay employees. We’re posting this to help others and others can add comments if they wish.
The first and biggest wrong answer we want to address is that under no situation is the buyer refunded before the item is returned to you. UPS explicitly and frequently FedEx will require you to provide the cost of repair on the item because they will only cover the cost of repair, not the full value on the item. So never should the buyer be refunded before return as your claim amount is not for the full amount of the item, if anything is awarded at all.
Onto the process:
1. The buyer is instructed to keep the original shipping box and packaging.
Should the buyer have discarded the box and packaging supplies you have sent, any claim is void. They also cannot return the items in same condition as sent, per their admittance of actions that they have thrown away parts of what was sent the return is void. The process of returns listed on eBay also instructs that the original box and packaging must be kept.
eBays own guild line on returns states:
- Must be returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item
https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763
2. The buyer should be asked for pictures of the damages as well as photos of all 8 sides of the box and photos of the packaging materials.
The buyer has a choice on if they will cooperate with this process of photos or not.
3. In any case a claim can be filed. FedEx claims can be filed on their website. UPS claims must be emailed with the documents as outlined in the UPS claims for labels purchased on eBay help page.
4. Have the item inspected
Once a claim is filed photos must be provided or the item has to be available for inspection by the carrier before it is shipped anywhere else. With FedEx you can call in and request a damaged call tag which will summon FedEx to come pickup the item from the buyer, inspect if necessary, and have the item shipped to you. They will make 3 attempts of pickup, 1 each day beginning on the next business day or day instructed. You will need your own FedEx account number to schedule a damaged call tag.
UPS will assign an agent which can decide to have the item picked up.
There may be a claim open with eBay for the return of the item. You should call eBay and tell them an insurance claim is open and that the item cannot move until the shipper releases it to be shipped as they reserve the right to inspection. eBay will usually place a hold on the return which can be continually renewed if necessary if the buyer is not cooperating with the inspection. If the buyer does not cooperate with the pickup of return the return could be void and closed in your favor as the buyer failed to return the item to you.
The buyer must provide photos, and/or be willing to have the item examined by the carrier as part of the legal process outlined in the claim. They are involved in the claims process as the item was delivered to them and accepted from the carrier. Should the buyer refuse both photos and refuse to allow the carrier to inspect the item their actions have negated the legal process of the claim and they have placed themselves in a situation that could render them judgement to be liable for the cost of the damages.
Upon return of the item you will file with eBay that the item has returned in different condition than sent out and the amount for repair is deducted from the refund or you are left to pursue legally in court if you so choose.
5. Have the item returned to you.
If you encounter a poorly acting or trained eBay agent which will not put the claim on hold you can provide a label to the buyer and instruct them if the label is used before the carrier inspects the item or releases for shipment with the ongoing claim their actions can negate the requirements of the claim and could leave them liable in for the cost of the damages. The same process applies of deducting it from the refund or pursuing it in judgement.
6. Refund the buyer.
In any situation once the item is returned to you, you are to refund the buyer. The buyer is always refunded regardless of the status of the claim. The amount may be minus cost of damages if the buyers actions has placed themselves liable for the damages.
Frequently it seems some carriers will automatically decline claims and have to be called and discussed with them making sure they have all the photos, cost of repair estimate, ect before they will approve.
This is the complete process.
Do not fall for anyone telling you to refund the buyer before the item is returned to you as the claim will be asking and awarding only the repair amount of the item, if anything.
You cannot be without the item and without the payment for the item unless you refuse to provide a way for the item to return to you. To have the item and funds taken from you when you’re facilitating the return is called fraud and would have to be pressed with judgement in court. Sometimes corporations assist in unlawful activities and damages and will not hold themselves accountable.
Hopefully this helps and should be able to direct you to how to progress in having the correct process take place for your damaged claim no matter what stage you are. We hope this clears up some false information. Feel free to leave any comments.
