Buyer Says Item Arrived Damaged But Shipping Box is Undamaged

[livin_your_best_life]

I just received a return request from a buyer who showed me a photo of a damaged item. I could see wrapping paper, so I figured it was damaged by USPS, and asked for some photos of the box.

They responded the box was not damaged, and said they would provide photos when they returned home. It was shipped in perfect condition and packaged well. If there is no damage to the box, then something else is going on.

I don’t accept refunds, but will if it’s USPS damage and I can do a claim. What happens if the shipping box isn’t damaged?

 

 

[robbie31415]

If the return request is that the item arrived damaged then you can't refuse it regardless if you don't accept returns.

If you don't issue a return label, eBay will refund them from your funds.

Almost all items are covered by eBays MBG.

You can try a claim with the USPS but they will most likely deny it and require the buyer to go to the PO which they aren't obligated to do.

[gator08041971]

@livin_your_best_life 

Did you potentially package it too tightly in the box?  If the outside box isn't damaged, then it had to be damaged when packaging or they damaged it and are not taking the blame for it.  But no way to know that.

I take it its one of the recent Funko pops...

Here's the thing.

You don't take pictures of every side or complete from what I could see on your listings that sold.  That leaves you open to potential returns despite having no returns, via the item doesn't match description or photos.

Always take LOTS of photos.  One listing can have as many as 24 pictures.  Use this to your advantage.

[714ricki]

Sometimes, the outer box can look undamaged & in perfect condition. However, the content inside could still be damaged if it isn't packaged properly inside of the outer box to prevent excessive movement while in transit. Did you cushion the item from all angles?

[livin_your_best_life]

Thanks for the reply. But they are telling me the shipping box isn’t damaged at all, which would mean they are trying to pull one over on me. But I guess eBay doesnt really care about the seller so my options are to just eat it.

[livin_your_best_life]

Thanks for the reply. It was a Pokémon pop and it was packed very good. I pride myself on it. I’ll wait for the box photos but I guess I don’t have a choice either way. It’s just annoying.

[livin_your_best_life]

Thanks for the reply. I always pack everything pretty good. I’ve never had anything damaged besides one or two packages clearly damaged by mail handlers. 

[ryry-jj · Accepted solution]

they will return the item and request a refund because it was damaged.  Once the box is returned eBay will credit them

BTW, filing a damage claim with USPS/UPS will be useless.  

[inhawaii]

Box damaged or not makes absolutely no difference.

"I don't accept refunds."

Yes you do.

Ebay offer all buyers a money back guarantee.

If the buyer is claiming the item is damaged, it is your duty to refund the buyer.

It is also  your duty to file a claim the the carrier.

Also, you don't make the buyer wait for your claim. You refund  the buyer then pursue your claim.

If you don't, ebay will step in and refund them with your funds.

When they do that, the buyer will not have to return the item.

Don't try to fight this.   You will lose.

[livin_your_best_life]

Oh I take photos from every angle lol. I often put too many pics. It’s so there is never an issue saying they received an item that wasn’t in the photos.

 

[livin_your_best_life]

Thanks for the reply. I wouldn’t make the buyer wait. I would refund and put in a claim. It just made me suspicious when they said the box wasn’t damaged and also didn’t provide my photos of the box. Just wanted to see if anyone knew anything I didn’t, but we are all on the same page. Regardless, a refund will have to be paid. 

[livin_your_best_life]

Thanks. I will still do the claim after the return. I appreciate it.

[inhawaii]

@livin_your_best_life 

With all due respect, you are totally wrong.

Items can (and do) get damaged in shipping with the outer box in perfect condition.

The fact that the outer box has no damage means absolutely nothing.

@gator08041971 

Take lots of pictures?

Terrible advice. The seller could have taken a thousand pictures and the outcome of this will be the same.

[ryry-jj]

If they were really trying to pull a fast one, they would have crushed the box on purpose to show damage.  Things happen.  maybe it was squeezed trying to pull out of the box if packed too tight, maybe the box was squeezed and bounced back, again who really knows.   

Also, if you think buyers are trying to pull a fast one on you and damaging items just to return them, offer returns.  That way you will get your item back, instead of them "damaging" it to get a return.  But again, I think the box was pressed/squeezed at some point in shipping, and bubble alone wont stop that.  If the box is tightly packed it may be part of the culprit.

[livin_your_best_life]

@ryry-jj True. Just not used to getting these. I guess no matter how great things are packed anything can happen. It’s just annoying since I pack everything with care 100% of the time. Thanks for the feedback.