Buyer used additional shipping service to ship overseas and now wants refund for damage

[airporo]

I sold an item that ended up damaged in shipment. The item was insured but the buyer used another forwarding service to ship the item from the address I sent to, to I guess their home address overseas. The item was damaged (I don't think the buyer is making this up and pictures do show damage) but shipping insurance won't cover it because it was forwarded overseas, and the buyer claims the forwarding service also won't take responsibility.

I have offered a full refund if the item is returned but buyer won't return and is asking for a full or partial refund. I don't want negative feedback and it's not a super high value item. But I also feel I shouldn't have to take responsibility for this forwarding service. I've never had an item damaged in shipment by USPS so I am fairly confident it was caused by the forwarding company.

Any thoughts on how to respond?

[coffeebean832]

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@airporo wrote:

But I also feel I shouldn't have to take responsibility for this forwarding service.

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You don't have to take responsibility for that. The buyer admitted in messages that they had the item forwarded so they forfeited their buyer protection.

If the buyer files an item not as described claim you will be able to have it closed in your favor. Did the buyer file a claim yet or is this all through messages so far?

[airporo]

Thanks for quick response.

They haven't yet filed a claim through eBay. This is all through messages thus far. But yes, they have acknowledged it was forwarded and even sent me a picture of the package (my packaging) with a forwarding label on it.

They have said if I don't partially refund then they are going to open a case in eBay.

[coffeebean832]

I would send one last reply, something like-

I'm sorry your package arrived damaged. This is something you will need to address with your forwarding service.

If they open a claim you can upload screenshots of their eBay message and the package label then get it closed in your favor. Come back here if that happens and you need help.

I have a slight concern that since you offered to refund them if they return it that could cause a problem getting the case closed in your favor- hopefully that's not a factor.

[airporo]

Thanks. I will try that and will let you know.

[earlyant-77]

If you DO have to accept the return - and you probably will - all you need to do is send the label to return it from where YOU shipped it to. They buyer has to pay to get it back to their reshipper.

[this*old*attic]

Let them. But also politely let them know you are only on the hook for the first shipping and EBay’s money back guarantee specifically ends when an item is forwarded.

They are disappointed, but they probably also legitimately don’t realize how the MBG is affected by reshipping/forwarding.

I’m sure someone can come up with the policy link so you can share it with your customer.