Best way to move forward

[kwiji43]

Hi there

Any advice would be so greatly appreciated. It's our first time with this sort of issue. We took a video of a Disney music box we sold on here, packaged it very well and sold it with insurance on the freight cost using USPS. So now the buyer is telling us the item arrived shattered.

I've asked for a photo of the original packaging and the item itself, advising we may need to ask for it back. 

But now the buyer is telling me that they would be fine with a partial refund as "not all the pieces are there."

I don't want to sound paranoid or accuse my dude of being a scammer but I just don't want to end up mis handling the whole thing.

Thank you in advance.

[kwiji43]

Thank you! Yes, we specified in the listing there was some dust build up because we were scared to properly clean it. It sounds lazy but we have several music boxes. One was a beauty and the beast one and we tried to clean between the hinges on the lid and it snapped. It hadn't been opened or touched in years so I wonder if perhaps it became brittle over time 

The buyer asked if they could have a partial refund and I thought to get back to them the following day. In the return listing they said I was ignoring them. So I offered the partial refund and now the buyer is ignoring it.

Will wait a bit to see if perhaps they accept, and if not I will send a label to get it back. It looks like you get to Inspect it before approving a refund. 

I have been thinking this is some sort of shady thing the buyer is up to but totally open to the idea that maybe it was just an accident and the buyer is worried i am running some sort of scam myself. 

As long as it looks ok when I get it back, other than the small part that was damaged, I will be happy to get it back.

[bonjourami]

"Will wait a bit to see if perhaps they accept, and if not I will send a label to get it back. It looks like you get to Inspect it before approving a refund. "

Unfortunately, since you have a no return policy, it doesnt matter if the item has more damage when you get it back. You can 'inspect' it when you receive it, but you are not allowed to deduct anything from the refund,nor not to refund her at all. Ebay will do it for you. You can always appeal after the case is closed, for whatever good that does you. Good luck.

[kwiji43]

Thank you, yes I did catch that bit. I'm hopeful though. Or naive. It's really going to depend on how many times you've been through this crazy yourself.

[luckythewinner]

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@kwiji43 wrote:

Here's the damage. It's the small shell on top that looks like it could be glued back together and resold, in mynopinikn.

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One of these things happened: 

• It was damaged in shipping
• it was damaged by the buyer
• it was not damaged at all 

One of these things also happened: 

• The buyer is telling you the truth
• The buyer is telling partial truth
• The buyer is lying

Neither you nor the USPS know the truth, only the buyer does. 

I am skeptical that the USPS would take responsibility for damage to an item like that if it was simply "packed in bubble wrap and extra padding all around". I suspect they would blame inadequate packaging.

Now that there is a return, one of these four things will happen: 

• The buyer will return the item you sent
• The buyer will return the broken item he upgraded with yours
• The buyer will return an empty box or some other item
• The buyer will not return it

[toomuchstuffagain35]

LOL no. It's the same as when a buyer complains something smells. It never 'smells' it always 'reeks'.

[kwiji43]

Wanted to come back and say huge thank you to everyone who posted on here. It was finally resolved with the buyer accepting a partial refund. 

Considering everything I learned in here it was the best outcome.

Thank you!!

[pikabo-icu]

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@kwiji43 wrote:

Wanted to come back and say huge thank you to everyone who posted on here. It was finally resolved with the buyer accepting a partial refund. 

Considering everything I learned in here it was the best outcome.

Thank you!!

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Thank you for sharing.

It's always nice to know how things worked out. 

Happy selling