Buyer claimed breakage

[boscobosco12]

Hello sellers- I shipped 2 crystal goblets.  I have sold lots of crystal stemware including fragile Lalique.  I use lots of bubble wrap and double box.  Buyer emailed me claiming breakage of one goblet and wants a new crystal goblet. No INAD started with ebay.  This is my first breakage allegation.  I asked for photos of damage including maker's mark on the underside of the base and of the boxes. I thought that there any be a valid insurance claim. No response for a week so I asked for photos again.  Still no response.  This is not  only a    buyer but also  a seller of over 3000 items. Needless to say there are  no bad reviews for this buyer since sellers cannot leave bad reviews.  I have a bad feeling about this sale. Why would someone not send photos if it is legitimate, especially such an experienced seller and buyer ? Do I just wait for INAD and demand return of Both goblets or just one goblet ? Thanks for any advice.

[bonanza125]

Don't continue to reach out to them. Wait until they send a INAD return case. You will need to ask for both back cause they will be requesting a full refund. Keep in mind they have 30 days.

[boscobosco12]

Thank you for your reply. 

[chapeau-noir]

@boscobosco12  Have them file for a return for damages. Ask them for photos so you can claim insurance, and state that*. I would simply refund for the broken goblet or replace it, then if you decide, file for insurance with USPS.

ETA: *that might get them to send them.

[chevymontecarlo88]

There is nothing you have to do until the seller opens up a case. If they are an experienced buyer/seller, they should know this and should know they need to send pictures. It is possible that something came up and they are busy.

If you sold them as a set, I would offer a partial refund if they keep one or suggest they return everything to you. Depending on the item, i may push for a partial refund if there is value in owning one and/or it can reduce your financial loss. The insurance claim is also valid but can be tough to get an award from a shipping company at times. YMMV (worth a shot of course)

[inhawaii]

Buyers are not required to send photos when making a INAD claim.

As long as no INAD case has been made, I would just sit back and do nothing.

If a INAD case is eventually made, I would accept the return and pay for return shipping.

Side note.

Every seller/ shipper since the beginning of time who has ever had a item damaged in shipping claims it was packaged adequately.

[chapeau-noir]

---

@inhawaii wrote:

Buyers are not required to send photos when making a INAD claim.

As long as no INAD case has been made, I would just sit back and do nothing.

If a INAD case is eventually made, I would accept the return and pay for return shipping.

Side note.

Every seller/ shipper since the beginning of time who has ever had a item damaged in shipping claims it was packaged adequately.

---

And the USPS will say it was packaged inadequately even if it was wafted to the buyer in the hands of an angel.

[gurlcat]

I don't know what the total amount of time has passed since they first wrote, but if they didn't respond to your 2 messages requesting photos, and those were a week apart, I'd say just forget they ever wrote, and consider blocking them at day 31.  I think it's highly likely they were testing the waters for a partial refund, because some sellers gush those at the drop of a hat.  

But the part about your post I don't understand is: "This is not only a buyer but also a seller of over 3000 items. Needless to say there are  no bad reviews for this buyer since sellers cannot leave bad reviews."  -If their account is really a mixed buyer/seller one, they certainly could have negative feedback (for their transactions as a seller).  

[a_c_green]

---

@boscobosco12 wrote:

Do I just wait for INAD and demand return of Both goblets or just one goblet ? Thanks for any advice.

---

Just to clarify, for the sake of us knowing all your options to recommend: do you in fact have a replacement goblet available, or was that the only pair you had?

[boscobosco12]

I have no goblets left

[boscobosco12]

I know everyone thinks there packaging is best. I asked for photos including the maker's mark on the underside of the base because I have had a few buyers who try to pass off  broken stemware from other manufacturers. They break something, buy new, send back item they broke.