0 feedback buyer says arrived broken, wants refund, but using different account, threw box away.

[rosesfnp]

Hi, little bizarre issue here...

Sold a refrigerator shelf with glass to a 0 feedback buyer,  I throught I packed it very well, but I understand accidents happen.

Buyer comes back almost 3 weeks later messaging me on a different account (76 feedback) using one of my existing items to start a message saying they want a refund.   I saw the message at work and assumed they were talking about an actual purchase so I immediatly told them, "so sorry, please send a photo" .  They responded with "I don't dare open it, i can hear the glass".   Finnaly I realized they are not one of my customers on the 76 feedback account.  I asked them to provide an order number.   

They just sent it, it's a ligitimate order number for someone else, the 0 feedback, they told me they bought it as a guest. 

I asked for a photo and they said they threw it away. 

Its a $27 item i got for free, I am only out my time and probably about $10 shipping. 

They could be telling me the truth, maybe they are, right, but they say they threw it away.

Do I just refund, and move on or do I make them ship it back to me (which they already said its gone).  I don't want to reward something like this but I do not want negative feedback.  I have been in the business of just refunding people to avoid negative, but I am getting tired of it.   

[ebooksdiva]

Did the buyer open a return request or are they just messaging you? If they are just messaging you I wouldn’t act on it. Especially if it’s from an entirely different account.
If they open a request then you can refund but only after receiving the item back. 

[krazzykats]

Do you want to pay for return shipping on a box of shattered glass?  That's the BIG question.

[toomuchstuffagain35]

The buyer STILL needs to figure out how to open a return on their guest purchase, even if the seller decides to just refund.

[rosesfnp]

eBookdiva! 

Thanks...Do you recommend I tell them to push the button through the purchase, and i will only proivde a refund when i receive the item back?   They have already told me they threw it in the trash.  Will ebay back me up?

I wil have to pay return shipping right? that would put me $20 in the hole.

Line of questioning is concerning worry of a negative feedback.

[rosesfnp]

right kats, sounds like I would have to pay for the return.  No I would not risk that.  Plus they said they no longer have it, threw it away.

[rosesfnp]

So the ultimate question...

Do I refund them without a photo / proof that its broken or do I reject it unless they can prove it.

Will ebay back me up if the seller cannot prove it?

[bonjourami]

You mean if the buyer cant provide a photo to prove it is broken? I sure wouldnt count on Ebay to back you up with that. 

[golfingaddict]

Guest cannot leave feedback unless they register the account to a full member.

Buying as a guest | eBay

[a_c_green]

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@rosesfnp wrote:

So the ultimate question...

Do I refund them without a photo / proof that its broken or do I reject it unless they can prove it.

Will ebay back me up if the seller cannot prove it?

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If they file a Not As Described complaint (as it arrived broken) through the original purchase then I would plow ahead with a request to return it. Their claimed inability to show any proof of damage is not your problem, really. (They couldn't even snap a photo before disposing of it?)

Don't get into an extended discussion with the buyer; just respond as needed through the NAD process by requesting a return for refund.

[a_c_green]

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@bonjourami wrote:

You mean if the buyer cant provide a photo to prove it is broken? I sure wouldnt count on Ebay to back you up with that. 

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Agreed; eBay is not going to look at photos anyway, so don't go down that rabbit hole. Just stick to a return-for-refund response.

[12345jamesstamps]

They need to open a claim. No photo shown....so easy to do these days. They don't need to show a photo but it would mean I would trust them.

I wouldn't send any more emails. Just wait it out and see what happens.

A guest cannot do feedback.

[jerseyboymusic]

I think they need to go to the account they made the purchase from and open a return request, but if that was a guest account, can they do that?  I'm sure they can.

Would you just send a refund to some random account this person is sending the message from?

[sapphire_studio]

"I'm so sorry that this happened. I packed it very well so I will need to investigate the item in order to file a claim with the shipping company. Please return it for a full refund."

They need to learn to keep their items that they want to return (and at the VERY least take a picture).

[a_c_green]

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@jerseyboymusic wrote:

Would you just send a refund to some random account this person is sending the message from?

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I don't think that's even possible, is it?