Buyer Claiming UPS Shipping Damage to Non Functioning Electronics

[henne_ia]

Hi,

I recently sold an a non-functioning piece of music equipment (listed as "non-functional/for parts only"). A seller made me an offer which I accepted. They requested UPS shipping which I obliged (and paid for). Upon receiving the unit they sent me a message that it actually only needed a small repair and was working.

A few days later they then sent me another message saying, actually, the unit was damaged in transit. They sent me a picture of a small paint chip from the underside of the unit (not sure if it was there before or not but this is a 30+ yr old piece of equipment which had visible marks and scratches in my posting photos) and a small dent/puncture in the box. They are asking me to open a dispute with UPS. Looking for advice on how to proceed here.

Thank you!

[cstpos]

@henne_ia  What do they expect to get if you open a dispute with UPS? You said you had to pay for shipping. It sounds like they want to get refunded and to keep the item. ebay can force a return, so you're better off offering to send a return label, unless the shipping cost isn't worth it to you. Add this buyer to your Blocked Buyer List so they can't purchase from you again.

Some reply options:

1.) Is it worth it to you to have them return it? You could look up what the item is selling for as working and relist when you get it back. 

2.) You could respond that you don't want them to keep an item that they're unhappy with and that they should open a return so you can send them a return label.

3.) Tell them you need a picture of the damaged box and 1 of the paint chip since it would still be in the box if damaged in transit. Tell them it can take up to a month for UPS to investigate then several weeks until you get refunded.

You can also add a line to your listings like, "Please see photos for details and condition. Unless listed as new, items may have cosmetic issues including chips, scuffs or scratches." I usually take pics of all sides of an item. Best of Luck! People like this are sad and ridiculous in their pettiness.

[mtgraves7984]

They are asking me to open a dispute with UPS. Looking for advice on how to proceed here.

@henne_ia 

If you're satisfied, there's no need to open a dispute. I don't read that they want reimbursement, either. So, a non-issue, no?

[12345jamesstamps]

Unless they open an eBay claim your job is done.

Would I answer any emails from them...nope.

'dispute with UPS'...no...that's silly.

Sounds like a 'drama buyer'.

[mam98031]

IMHO ignoring a buyer is a quick way to turn that buyer into a frustrated buyer and potentially causing issues for the seller.  So that isn't something I would recommend.

But a tactful response explaining it is not appropriate to open a UPS claim especially since the Ebay listing was clearly stated to be a non working item.

[henne_ia]

Thanks for the feedback. This is my first sale and I really tried to do everything right with the hope of getting a good rating so was worried about that. I will try a 'tactful' reply.

[gator08041971]

@henne_ia 

If this is your first sale, that also means its entirely possible the buyer simply may be taking advantage of your newness to the processes..

I would have to agree with @cstpos 

It would be best to present options, and not let them strong arm you into doing a partial refund or something, unless that is something you suggest as an option, not them.

Personally, I would go with the "sorry you don't like it, you can open a return" option, pay to return it, then refund them after you get it back.

This may be enough to deter them from doing anything..  I have had a total of two returns that this had occurred with.  They would not like something, I would ask them to open a return, setup a label, and then nothing happened (they never shipped out the item), eBay closed the case in my favor.

[campanaelia]

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@mam98031 wrote:

But a tactful response explaining it is not appropriate to open a UPS claim especially since the Ebay listing was clearly stated to be a non working item.

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I'm curious, even if it's listed FPNW, the buyer could of made the purchase to reuse the case. If the case arrives damaged by the carrier wouldn't that be reason for a claim. I admit though, a paint chip sounds trivial.