Buyer claim item is broken but when it was returned the item was not broken

[modernlux3333]

Hello I’m new to eBay and I sell antique furniture online. I recently just sold an antique bedframe that has four poster. I disconnected to posters so it’s easier to ship. But when the buyer receive it he thought it was broken. So he didn’t accept it and sent it back then asked for a full refund. When I received the bed it was just like a wrapped it with no damage. I offer a no refund policy. So I’m not sure what to do if I have to give him a full refund or partial refund since the shipping cost me 500$ 

[monster-deals]

I did not read any of the OP's descriptions, but you are right. I hope the OP states in those listings that the furniture comes disassembled, if not, they need to immediately edit their descriptions. On a side note I cannot phantom anyone selling furniture like that on Ebay.

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Who ships a bed fully assembled?

[monster-deals]

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Since you have a no refund policy, do not refund the buyer.

eBay allowed the buyer return the posters, so let eBay handle it, and eBay will refund the buyer after 2 business days.

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Whatever you do OP, DO NOT do this.

[modernlux3333]

Thank you for you response, the the buyer refused the bed. So I had to contact the freight company to arrange for it to be shipped back. The buyer opened a claim for full refund. Stating that the shipment was broken but didn’t offer any pictures. The description of the damage is stating that the poster are broken from the base. But it was disassembled. Now I responded back that I’m waiting to inspect the bed before I can do anything. My question is should I refund the full amount, partial amount defecting the shipping fees I payed or no refund at all? 

[monster-deals]

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@modernlux3333 wrote:

So the buyer was not at home and it’s his father who received it. He did return a full refund claim. I have responded back that I will get back to him once I receive the bed for inspection. 

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If the father didn't order the bed why was he returning it?

[modernlux3333]

Because he thought it was broken! 

[chapeau-noir]

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@monster-deals wrote:

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@modernlux3333 wrote:

So the buyer was not at home and it’s his father who received it. He did return a full refund claim. I have responded back that I will get back to him once I receive the bed for inspection. 

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If the father didn't order the bed why was he returning it?

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I have a feeling the family dynamics here are something we might not want to get in to. 

[chapeau-noir]

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@modernlux3333 wrote:

Thank you for you response, the the buyer refused the bed. So I had to contact the freight company to arrange for it to be shipped back. The buyer opened a claim for full refund. Stating that the shipment was broken but didn’t offer any pictures. The description of the damage is stating that the poster are broken from the base. But it was disassembled. Now I responded back that I’m waiting to inspect the bed before I can do anything. My question is should I refund the full amount, partial amount defecting the shipping fees I payed or no refund at all? 

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If the claim was opened for defect, you'll have to refund everything after you get the bed back.  Since you are 'no returns' there's not the option of partial refund - that's only if you offer 30-day returns and are top rated, or offer 30-day free returns whether top rated or not.  If there is damage from shipping you could take that up yourself with the shipping company.

[monster-deals]

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@modernlux3333 wrote:

Because he thought it was broken! 

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So what? He's not the buyer.

What did the neighbors think? Did they want to return it too?

That is some information you need to discus with trust and safety if this buyer is really letting other people return their items.

The whole situation is clown shoes.

[wesk_36]

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@toysaver wrote:

It didn't say anywhere in the listing it would arrive disassembled.  Literally and technically it was broken; broken down into parts.   The listing says "Blanket wrap, white glove delivery (see details under Shipping below)"   I translate that as it arrives in condition pictured.  Not everyone has the skills or tools to put things together.   If you take anything apart for shipping take a picture and include it in the listing.

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I agree that it should mention that some assembly is required.

I am puzzled by this:

"Blanket wrap, white glove delivery (see details under Shipping below)"

"white glove delivery" is the industry lingo meaning- it will be assembled/set up at delivery, so it's implied, yet there are no details or explanation for white glove delivery under shipping or anywhere that I found.

Maybe that created a problem for the buyer who had a bed delivered in pieces and expecting "white glove service" that wasn't there, available, or could not be arranged?

[divwido]

Since the buyer had no claim, I would only refund the price, not  the shipping.

[chapeau-noir]

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@divwido wrote:

Since the buyer had no claim, I would only refund the price, not  the shipping.

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@modernlux3333  The buyer opened a claim for full refund. Stating that the shipment was broken but didn’t offer any pictures.

I think the OP is stuck if the buyer filed for damaged item.

As for 'white glove' - I agree that may have been a misnomer, but would anyone order a bed frame and expect it to arrive fully assembled in a box probably the size of a grand piano?  If it arrives in a flat pack then it's intentionally disassembled.  I think it's a weak excuse and the buyer changed their mind, but unfortunately, that doesn't change the outcome if they filed for damaged item.

[coolections]

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@monster-deals wrote:

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@modernlux3333 wrote:

Because he thought it was broken! 

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So what? He's not the buyer. What did the neighbors think? Did they want to return it too?

@monster-deals wrote:

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@modernlux3333 wrote:

Because he thought it was broken! 

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So what? He's not the buyer. What did the neighbors think? Did they want to return it too?

 @monster-deals You are absolutely wrong. If I ordered something and was not home and a family member accepted the item broken I would be upset. Everyone knows you never accept a broken item upon delivery. Not saying if the OP's item was actually broke as only the person who refused it would know that answer.

[monster-deals]

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@coolections wrote:

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@monster-deals wrote:

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@modernlux3333 wrote:

Because he thought it was broken! 

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So what? He's not the buyer. What did the neighbors think? Did they want to return it too?

@monster-deals wrote:

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@modernlux3333 wrote:

Because he thought it was broken! 

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So what? He's not the buyer. What did the neighbors think? Did they want to return it too?

 @monster-deals You are absolutely wrong. If I ordered something and was not home and a family member accepted the item broken I would be upset. Everyone knows you never accept a broken item upon delivery. Not saying if the OP's item was actually broke as only the person who refused it would know that answer.

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Wrong is not something I am about this. 

The person accepting it obviously did not know and should not have been making that decision in the first place.

The mere suggestion that  a 4 poster bed should be shipped fully assembled is laughable.

[coolections]

@monster-deals 

Sorry to tell you the bad news but Ebay allows ANYONE at that address to sign for or refuse delivery as long as they are 18 years old or older.

[monster-deals]

Plainly put, insisting 4 poster beds be shipped fully assembled as well as believing someone that is not the buyer can return an ebay item is so patently absurd that it doesn't merit discussion.