What do I do here?

[suns_193]

I have a buyer who says his disc and case for a dvd I sold them got cracked in transit. They want a replacement from me. I told them I don’t think eBay has a system in place for that  but also to open a return with eBay.  But he says he lives in a place without any printers and wants me to send him a physical return label. He hasn’t opened a return yet with eBay. What should I do here? 

  

[wastingtime101]

Tell him if he files a return through eBay, eBay will give him the choice of a printable label or a QR code. He can select the QR code option and the post office will scan it and print the label for him.

You can also suggest he has a friend/family/neighbor print, or go to the library to print, or have it printed at Staples.

There are countless options.

Their claim of no printer, living in the middle of nowhere, no vehicle, saying they know eBay's system and you can refund without a return, then going on about feedback ... in my opinion this points to someone trying to get a freebie and hoping you'll be a pushover.

What was the value of the item?

Did they send you a photo of the crack and a screenshot of the supposed disk error message? I'm guessing no and if you ask they'll say they don't have a camera to take a photo of the broken item and they don't know how to take a screenshot of the disk error.

I generally give buyers the benefit of the doubt, but this one is throwing up a lot of yellow flags.

[chevymontecarlo88]

If you don't want the hassle, you could just refund them and tell them to keep it. Sometimes it is not worth it even if there are the probabilities of this being a type of scam. 

[suns_193]

 

 

it was a $20 item I sold them with free shipping 

[wastingtime101]

Oh, you left that part out. Photos look like it's actually damaged. In that case buyer's claim sounds legit and I'd refund them and write off the loss.

I'd process it as an order cancellation (buyer requested) and let them know you're refunding by way of an order cancellation without requiring a return.

You don't want the broken item back, right? Would be pretty useless?

[chevymontecarlo88]

How did you ship the DVD? The buyer does not seem unreasonable. 

Personally, i would just apologize and refund them immediately rather than trying to get back a damaged item. 

[suns_193]

Sent it in a bubble mailer. I’ve sold many DVDs, never had an issue with it until this time. 

[suns_193]

I’m fine refunding them but do they have to start the eBay return process or can I straight refund them? 

[albertabrightalberta]

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@suns_193 wrote:

I’m fine refunding them but do they have to start the eBay return process or can I straight refund them? 

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You can just go to the order and click on "issue refund." 

[chevymontecarlo88]

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@suns_193 wrote:

Sent it in a bubble mailer. I’ve sold many DVDs, never had an issue with it until this time. 

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I would place cardboard on both sides of the DVD/CD when using a bubble mailer. Does not add too much to the weight and does offer more protection. You don't have to start any return for processing a refund. Just select refund buyer and enter the amount of the refund. Keep the buyer updated and try to refund/message ASAP. 

Issuing a refund

You can issue full or partial refunds for items in Seller Hub or My eBay up to 90 days after the original transaction. Here's how:

1. Find the order in Seller Hub or My eBay Orders.
2. From the dropdown menu, select Send refund.
3. Choose a reason for the refund.
4. Specify a refund amount for the item or for the order.
5. Enter the refund amount, and select Send refund.

You'll get an email confirming that the refund has been initiated, and another email once the refund is complete. The refunded amount will appear in your order details. You can refund up to 100% of the transaction.

[suns_193]

I don’t know if I can fit cardboard in there, there isn’t any room once I put the dvd in there. I was told on here to leave almost no wiggle room when packing items. 

[wastingtime101]

The way I pack media is to do a cardboard wrap then stick it in a bubble mailer. Basically I cut up boxes (upcycled from my incoming shipments) into strips just taller than the height of the item. Lay the item on one edge and wrap the cardboard fully around, cut any excess, secure with tape, then slip that into a bubble mailer.

For added context @suns_193 : the no wiggle room was in reference to using a box. You don't want the item banging around loose in a box.

With a bubble mailer you don't need a super snug fit.

[chevymontecarlo88]

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@suns_193 wrote:

I don’t know if I can fit cardboard in there, there isn’t any room once I put the dvd in there. I was told on here to leave almost no wiggle room when packing items. 

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Try purchasing a larger envelope and sandwiching the DVD with cardboard.

I am confident you can figure it out. 

[aproudparent2010]

Just issue them a refund and move on. Aren't you the same one that sent a record in an envelope that got bent? And when we tried to help you out you said you knew how to package orders?