Returns and Insurance Question

[tay_7967]

I have a question about the shipping and return process for items that have been damaged in transit and a return has been requested by the buyer. I am a new seller and have not yet had to deal with this yet. I sold an item and it was delivered the buyer but two small parts of the item were damaged. However, the two parts that were damaged are replaceable in context of the total item. My first question is: am I able to negotiate the situation with the buyer and get the two replaceable parts sent to their house as a replacement? If they agree to purchase the parts (they are cheap), can they cancel the return request? 

Additionally, how does the insurance process work on returns if they still want a return? I understand that it is the seller's responsibility. I payed for insurance for the item price. Am I able to file a claim somewhere and get my money back for price of the item AND the shipping cost of the return?  The shipping to the buyer's location was around $100 and if I am required to pay that cost to get it returned to me I would be losing a ton of profit.

Thank you to anyone that can provide some insight.

[bonjourami]

Has the buyer opened a case? If so, you need to reply to the case, you can offer the buyer a partial refund that way.The insurance does not repay any shipping fees.

[tay_7967]

Thank you. Yes the buyer opened a case. Do I need to fill out any insurance claim with UPS or can the whole return process be done through eBay. Would I receive any compensation by filing a claim? Also, is there any way for the buyer to print two return labels? The item was shipped in two separate boxes.

[bonjourami]

Depending on your refunding the buyer in full, you would provide the two return labels. After you receive the items,you refund your buyer, and then file an insurance claim with UPS.

https://www.ups.com/us/en/support/file-a-claim.page

[12345jamesstamps]

If you are selling bicycles I suggest selling them maybe in a bike shop.

The buyer can have something repaired and email the receipt and you pay the buyer through Pay Pal.

'damaged in transit'...most shippers would say you didn't pack it good enough...unless there are tire marks on the box and it got run over by the shipper...insurance is usually for lost in transit.

I would work with the buyer as far as partial refunds of any sorts.

And what if item(s) is returned back to you and damaged again?

[tay_7967]

Good to know. Once I accept the return isn’t it the buyer who prints out the return labels from eBay? Is there any way option to print more than one for separate packages?

[tay_7967]

Thanks. In this case it isn’t a bike but running boards for a truck. Is it generally better to try and offer a partial refund instead of a full return? Is the seller required to pay for return shipping as well? In this case shipping was around 100 and I would lose a ton of profit having to pay that price just to get it back to me, let alone dealing with finding another buyer.

[bonjourami]

No, an eBay buyer can typically only print one return label for an item through the platform, so if they need to return multiple packages, they should contact the seller to make alternative shipping arrangements and potentially print additional labels separately. 

Key points about eBay returns:

• One label per return:

  When initiating a return on eBay, the system usually generates only one return shipping label per item. 
• Contacting the seller:

  If a buyer needs to return multiple packages for a single item, they should reach out to the seller to discuss the best way to handle the return and potentially print additional labels. 
• Alternative shipping arrangements:

  Depending on the situation, the seller might suggest using a different shipping carrier or providing additional return labels if necessary.

[bonjourami]

In that case, I would first offer a partial for the buyer to purchase those two broken pieces.

[12345jamesstamps]

Return shipping depends how the buyer opened the claim...and a claim has to be open to find out...not as described you pay return shipping...remorse return buyer pays return shipping.

Sounds like seller pays for return shipping...damaged?

Partial refund...you can try...any photos of damage?...buyer does not have to show photos but would be easier for the refund or partial refund process.

Some buyers think you won't want a return because of the costly shipping coming from you.

Buyer has a lot of feedbacks...not a new eBay ID...bought similar items?

[tay_7967]

Gotcha. It seems like if a full return does need to happen then the buyer should just print the shipping label at their local post office for the second package. Thanks

[tay_7967]

Makes sense thank you. In my case it definitely seems like a partial refund would be the best option because of the expensive return shipping that I would have to pay.

[tay_7967]

I appreciate all your help. I have one more question: In my case the item price was $300 and the shipping to get it to the buyers location was $100. The buyer paid the shipping price. After I receive my items back from the buyer and go to refund him, am I required to refund all $400 or do I just need to refund the $300 for the item? If I have to refund all $400 aren't I essentially losing $100 because of me having to pay the return shipping?

[bonjourami]

You are required to give a full refund, including the buyers shipping fee they paid.

[tay_7967]

Gotcha. That makes sense. In the past I have also heard that it is near impossible to make a successful claim with shipping companies such as UPS because of their insane packing standards that you need to meet in order to receive a check from them. Does this still remain true recently? If I can't make a successful claim I guess I am out $100