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Buyer received item in damaged condition

I recently sold an item to a buyer (a Pampered Chef Stoneware coverd baking dish) and she received the item in severely damaged condition.  I had packed the item very carefully, so I can only assume it was mishandled during shipping (USPS).  Am I responsible for sending the Seller a refund for her purchase?  Or is can she obtain a refund through ebay?  This is the first time I've had this issue, and frankly quite disappointed in the USPS.

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Buyer received item in damaged condition

 yes you are responsible.  she will have to open a  INAD case with ebay.  dont just send her the refund without a case not being opened.  

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Buyer received item in damaged condition

 yes you are responsible.  she will have to open a  INAD case with ebay.  dont just send her the refund without a case not being opened.  

Message 2 of 14
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Buyer received item in damaged condition

As the seller, you are responsible for refunding and handling the damage claim.  When this has happened to me I've refunded the buyer up front and then  handled any claims through USPS myself.  It helps if the buyer sends photos. USPS claim process 

 

As for the damage - some ceramics and glass react badly to extremes in temperature and shatter. 

"Every record has been destroyed or falsified, every book rewritten, every picture has been repainted, every statue and street building has been renamed, every date has been altered...History has stopped. Nothing exists except an endless present in which the Party is always right." – George Orwell

Hell is empty. And all the devils are here.
Message 3 of 14
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Buyer received item in damaged condition

ive actually had people break stuff just because they changed their mind and knew they could  use that reason for an automatic no hassle return for their money.  now if usps will document they are the ones that broke it in shipping and there are pics of it broke already then thats another matter

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Buyer received item in damaged condition

Yes, as previously stated it is your responsibility to refund the buyer.  You have the option of asking for the item to be returned and pay for the return shipping, or you can just refund without it being returned.  

If you have not already received pictures of the damaged item and packaging, I would request that from the buyer so that you can make a claim with USPS.  That is if you had shipped via Priority Mail and therefore have insurance.  

 

Just keep in mind, if you purchased something and received it damaged....

This is not about questioning your ability to package well, it is an item received damaged.  Believe me, I sell mostly breakable items and try to package to the best of my ability and still, at times, have things arrive damaged.  This is something we all need to keep in mind when selling online with items that are breakable.

 

Best to you moving past this and doing the right thing,

Grandma

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Buyer received item in damaged condition

What is an INAD case?

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Buyer received item in damaged condition

Item Not As Described.  They'll need to open a case for damaged item, and any correspondence, refund, etc. handled through the case so you, the buyer and eBay have correct documentation. 

"Every record has been destroyed or falsified, every book rewritten, every picture has been repainted, every statue and street building has been renamed, every date has been altered...History has stopped. Nothing exists except an endless present in which the Party is always right." – George Orwell

Hell is empty. And all the devils are here.
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Buyer received item in damaged condition

INAD is Item not as described....i.e. broken...

Sometimes it is hard to read the inflection that is meant when things are written.  I know, so many times I thought my daughter was being snarky when in fact, all it was was my interpertation.

 

Hang in there.

Grandma

Message 8 of 14
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Buyer received item in damaged condition

Refund the buyer.

 

Decide if you want the item sent back or not. Of course you have to pay the return shipping. 

 

Decide if you're going to file a insurance claim with the USPS.  Priority Mail is automatically covered up to $50.

 

FYI filing a claim is a pain in the butt.  I wont even do it.  I just take the loss. Also, on fragile items, they often deny the claim saying that the item was not packaged well enough.

 

Good luck and stay safe.

Can't We Try - Dan Hill & Vonda Shepard
Message 9 of 14
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Buyer received item in damaged condition

Thanks for the helpful reply, "Grandma"!  The buyer did send me one picture with the item still in the box, and it is definitely in pieces.  I did ship the item through Priority Mail, so will file a claim.

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Buyer received item in damaged condition

Thank you.  Much appreciated!

Message 11 of 14
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Buyer received item in damaged condition

USPS WILL MAKE IT VERY DIFFICULT TO GET A REFUND. A MONTH AFTER FILLING A CLAIM ONLINE WITH SEVERAL PHOTOS, (SHOWING SHATTERED BOWL AND PLENTY  OF PACKAGING) THEY DECIDED THAT THEY WANTED ME TO SEND THEM THE BROKEN ITEM AND PACKAGING.  THE BUYER HAS TOSSED THE DESTROYED ITEM ALONG TIME AGO, SO I AM OUT OF LUCK.  THEY COULD OF MENTIONED THAT THEY WANTED ALL OF THIS ON THE ORIGINAL FORM, BUT NO THEY WAITED A MONTH TO  MAKE THIS REQUEST.  SO UNFAIR, THEY WERE AT FAULT, BUT I WILL TAKE THE LOSS.  SO SORRY I WASTED ALL THE TIME FILING THE FORMS.  IT'S JUST A GAME FOR THEM TO CONTINUOUSLY ASK YOU TO JUMP THRU HOOPS UNTIL YOU GIVE UP!    THIS IS MY SECOND ATTEMPT TO RECOVER A REFUND FOR A DAMAGED ITEM, LAST TIME WAS IN 2019, AND IT TOOK NUMEROUS PHONE CALLS, PHOTOS FORMS OVER MANY MONTHS  TO GET A PARTIAL REFUND.  IF THE ITEM ISNT SUPER EXPENSIVE IT'S NOT WORTH THE AGGRAVATION WITH THE HORRIBLE CUSTOMER SERVICE FROM USPS!     

Message 12 of 14
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Buyer received item in damaged condition

Most of my items are broken.

Message 13 of 14
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Buyer received item in damaged condition


@shilohtopcat wrote:

USPS WILL MAKE IT VERY DIFFICULT TO GET A REFUND. A MONTH AFTER FILLING A CLAIM ONLINE WITH SEVERAL PHOTOS, (SHOWING SHATTERED BOWL AND PLENTY  OF PACKAGING) THEY DECIDED THAT THEY WANTED ME TO SEND THEM THE BROKEN ITEM AND PACKAGING.  THE BUYER HAS TOSSED THE DESTROYED ITEM ALONG TIME AGO, SO I AM OUT OF LUCK.  THEY COULD OF MENTIONED THAT THEY WANTED ALL OF THIS ON THE ORIGINAL FORM, BUT NO THEY WAITED A MONTH TO  MAKE THIS REQUEST.  SO UNFAIR, THEY WERE AT FAULT, BUT I WILL TAKE THE LOSS.  SO SORRY I WASTED ALL THE TIME FILING THE FORMS.  IT'S JUST A GAME FOR THEM TO CONTINUOUSLY ASK YOU TO JUMP THRU HOOPS UNTIL YOU GIVE UP!    THIS IS MY SECOND ATTEMPT TO RECOVER A REFUND FOR A DAMAGED ITEM, LAST TIME WAS IN 2019, AND IT TOOK NUMEROUS PHONE CALLS, PHOTOS FORMS OVER MANY MONTHS  TO GET A PARTIAL REFUND.  IF THE ITEM ISNT SUPER EXPENSIVE IT'S NOT WORTH THE AGGRAVATION WITH THE HORRIBLE CUSTOMER SERVICE FROM USPS!     


Paragraphs are your friend. Caps Lock is not.

 

EDIT: ooops didn’t see this is an old thread.

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