eBay

kuriouskeepsakes · ‎09-30-2023

My buyer received a Melmac (plastic) bowl on 9/18. She immediately gave me a positive feedback and said it was well packaged. Today, after having it, inspecting it, and using it (presumably) for 13 days, she filed a return request claiming the item arrived damaged. She sent a picture of a cracked bowl.
My listing was "no returns" (I know all the reasons not to do that, but that's not today's discussion). I was under the impression that after they gave a positive feedback, I was protected from this type of issue.
I replied explaining that it was perfect when I shipped it and if she was claiming Postal damage, the Postal Inspector would want to see the packaging materials. I asked if they still had it and if they would send pictures. I haven't heard back.
EBay no longer gives the seller a way to contest the claim.  Does the pos. fb. protect me? How do I proceed?

lamber9347 · ‎09-30-2023

Your own no returns policy is superseded by eBay’s return policy in the TOS. Once the buyer selects INAD you will have to pay for the return shipping or eBay will deduct it from your account, regardless of what you stated in your own listing. Leaving feedback has no bearing on anything. Your best bet is to accept the return and issue the return label or you will also receive a defect on your selling account. It happens; it's a part of selling online. Always reply return for refund and just re-sell it if you can. Best of luck to you....

robbie31415 · ‎09-30-2023

@kuriouskeepsakes wrote:
My buyer received a Melmac (plastic) bowl on 9/18. She immediately gave me a positive feedback and said it was well packaged. Today, after having it, inspecting it, and using it (presumably) for 13 days, she filed a return request claiming the item arrived damaged. She sent a picture of a cracked bowl.
My listing was "no returns" (I know all the reasons not to do that, but that's not today's discussion). I was under the impression that after they gave a positive feedback, I was protected from this type of issue.
I replied explaining that it was perfect when I shipped it and if she was claiming Postal damage, the Postal Inspector would want to see the packaging materials. I asked if they still had it and if they would send pictures. I haven't heard back.
EBay no longer gives the seller a way to contest the claim.  Does the pos. fb. protect me? How do I proceed?

Positive feedback gives no protection.

You proceed by accepting return, and providing a shipping label if you want it back.

If you escalate to eBay you are only opening yourself up to an account defect.

gurlcat · ‎09-30-2023

So sorry this happened, what a piece of trash that buyer is. Be sure to add their handle to your Blocked Buyers List.

inhawaii · ‎09-30-2023

@kuriouskeepsakes wrote:
How do I proceed?

(A) You refund the buyer and let her keep the bowl -or- (B) You accept the return, pay for return shipping, and when you get the broken bowl back, you refund the buyer.

Of course there is option (C). Deny the return. Ebay will eventually find in favor of the buyer, refund the buyer with your funds, and not require the buyer to send the item back.

FYI Your "no returns" policy only applies to remorse returns.

Not as described, damaged, missing parts claims are covered by ebay's money back guarantee.

In my opinion it's not even worth trying to file a USPS claim for anything less than $50 to $100 especially for damage. They are going to say that you didn't pack it well, and frankly, you didn't pack it well if was damaged.

Sea Of Love - The Honeydrippers

stainlessenginecovers · ‎09-30-2023

Could easily have been 'first used' a couple weeks later and then the 'crack' (it leaked) was discovered.

albertabrightalberta · ‎09-30-2023

The buyer can open her NAD claim anytime up to 30 days from receipt. 18 days is well within that time frame so she will get a refund one way or the other.

Sorry.

albertabrightalberta
Volunteer Community Mentor

kuriouskeepsakes · ‎09-30-2023

"...and frankly, you didn't pack it well if was damaged." There's no doubt in my mind it was damaged later. It was wrapped in multiple layers of bubble wrap, then news print, and surrounded on all sides with air pillows. And, she praised the packing when she received it.
"Could easily have been 'first used' a couple weeks later and then the 'crack' (it leaked) was discovered." That's certainly possible, but the pictures she sent show a very large, open crack. Her feedback suggests that's not the case.

I'll wait until I hear back about the info needed for a Postal claim. I'm hoping the thought of a Postal Inspector getting involved makes her rethink the situation (assuming they damaged it). I doubt they have the packaging, and I'd be surprised if the PO pays on a two week old claim. But, I'm in wait and see mode right now.

The last person who filed a bogus SNAD against me was trying to get $50. He settled for $10.00. I might get lucky again.

soh.maryl · ‎09-30-2023

No, sorry to tell you that the positive feedback doesn't protect the seller if/when the buyer opens an item not received case.

yoonix1 · ‎09-30-2023

Any positive feedback is not a protection, and cannot be any proof. In order to keep your 100% positive feedback as a Seller you have to make it right with a Buyer, no matter what. Maybe the bowl was cracked when she received it, but it was not very noticeable. Very often the Buyers do not start using purchased merchandise right away. I would guess it was damaged during the shipping. You can file a claim with the shipping provider, stating your merchandise was damaged. It's up to you if you want the damaged bowl back, or if the shipping provider would require it as a proof. I would choose the least expensive way of handling the return. Either way you go you will loose money unless the claim will cover the losses.

gurlcat · ‎09-30-2023

@inhawaii wrote:
FYI Your "no returns" policy only applies to remorse returns.
Not as described, damaged, missing parts claims are covered by ebay's money back guarantee.

They said in their post that they understand why 'no returns' is not advisable, "but that's not today's discussion."

They are going to say that you didn't pack it well, and frankly, you didn't pack it well if was damaged.

It arrived UNdamaged to the buyer, in fact they specifically commented on how well-packed it was in their feedback.

stainlessenginecovers · ‎09-30-2023

@kuriouskeepsakes wrote:
But, I'm in wait and see mode right now
.................

If the buyer opened a 'return case' with the reason of 'arrived damaged'; you have about 2 days (maybe 4 at the most) to APPROVE the return and AUTHORIZE a return label; or the buyer can 'escalate' and you will not only NOT get the item back, but get a nice DING for NOT taking care of your customer (and ebay has to 'refund them'- which will come from you..)

So, you are NOT in the 'wait and see mode'.

Best advice: Just refund them unless you want to pay to get it back.

inhawaii · ‎09-30-2023

@gurlcat wrote:
@inhawaii wrote:
FYI Your "no returns" policy only applies to remorse returns.
Not as described, damaged, missing parts claims are covered by ebay's money back guarantee.

They said in their post that they understand why 'no returns' is not advisable, "but that's not today's discussion."

They are going to say that you didn't pack it well, and frankly, you didn't pack it well if was damaged.

It arrived UNdamaged to the buyer, in fact they specifically commented on how well-packed it was in their feedback.

Understood.

But it doesn't matter to ebay.

Sea Of Love - The Honeydrippers

gurlcat · ‎09-30-2023

They were told in the email from eBay and in the Return Details what date they must respond by. I think their idea of trying to get the buyer to cancel the return in the meantime is not worthless. They are indeed in the wait and see mode. The days until the deadline is plenty of time to wait and and see if/what the buyer says/does. And just me personally, I think this trash buyer deserves to wait every second they have to for this sham claim.

gurlcat · ‎09-30-2023

@inhawaii wrote:
@gurlcat wrote:
@inhawaii wrote:
FYI Your "no returns" policy only applies to remorse returns.
Not as described, damaged, missing parts claims are covered by ebay's money back guarantee.

They said in their post that they understand why 'no returns' is not advisable, "but that's not today's discussion."

They are going to say that you didn't pack it well, and frankly, you didn't pack it well if was damaged.

It arrived UNdamaged to the buyer, in fact they specifically commented on how well-packed it was in their feedback.
Understood.
But it doesn't matter to ebay.

Of course not, but the OP has not indicated any intention of trying to fight eBay because of their 'no returns' policy (they fully get it), and their message to the buyer about needing photos for a USPS claim is just a bluff, to see if they can get the buyer to cancel the return because they can't provide photos of the package (almost certainly thrown away within a day or two of receiving it).

I wouldn't bet more than 5 bucks out of a hundred that it will work, but who knows, the buyer could be ignorant enough to believe it, depending on how the OP worded the message. I just really enjoy the idea of a scammer's own ignorance intimidating them out of a return they know they had no right to file in the first place.