Buyers item broke

[pinkserenity16]

Buyer just messaged me through eBay that her package arrived today but it was completely demolished along with the glass canister I shipped to her.  I asked her to send a picture of the canister and box and I would ask eBay what the process is.

This is a first for me. Although I was looking on the Community posts, I'm confused.  Does she contact eBay and if so where would I let her know to go through those steps?  If not through eBay what steps do I go through to refund her for the item and do I refund the shipping and handling to her?

Thank you!

Deb

[inhawaii]

Have you customer start a claim through ebay.

What you have to decided now is...

Do you want the broken item back?

If so, you'll have to pay to ship it back.

If not, wait for the buyer to file a claim, then refund the buyer.

Tell them to keep the broken item.

[caldreamer]

EBAY holds Seller responsible for any lost or damaged merchandise.   Seller is always responsible to handle all problems.

If customer opens "not as described" complaint against you...you will get a "defect" on your account.   Better just to refund customer by going to ORDERS, ALL ORDERS and issue full refund (purchase + shipping).

If customer is INTERNATIONAL and shipped through EIS Shipping (then EBAY would be responsible to refund customer for damaged item).

If package has insurance then Seller must file claim with USPS or whoever.   Ask customer to save packaging to prove your claim.

[kensgiftshop]

Ask the buyer for a few pictures of the item and package, then refund the buyer.
Have the buyer hang on to the item and package so it can be inspected.
You file a claim with the carrier.

[reallynicestamps]

The in transit breakage is your responsibility because you packed it and because you chose the carrier and level of service.

The buyer does not have to provide proof of the damage to get a refund.

You do, but you would be getting your refund from the carrier.

Losses due to refunds are deductible.

[pinkserenity16]

Thank you so much for your help!

[pinkserenity16]

Thank you for your very helpful response!

Deb

[pinkserenity16]

I appreciate your help!

[pinkserenity16]

Thank you it's a big help!