Damage Reported after 15 days, 14 Day Return Policy... What's my Deal?

[gooddealtom]

I am seller. So I received notice 15 days after delivery that some of the cups (3 of 39 pcs) were broken. They were packed well and I have photos. He’s not submitting photos (he can’t figure out how). I do have a 14 day return policy. What are my responsibilities? I don’t want to enter down the road of what the broken pieces were worth, that could be more than the entire lot. I don’t want to pay back anything. I should have been notified immediately and I would have dealt with it, then. Too late in my opinion. I think the guy's trying to get something. (only has 2 feedbacks).

THREE QUESTIONS:
1) How long can a buyer sit on something like a ceramic cup after delivery, and then tell you it is broken, and
2) What really is the deal with returns? I read 30 now is mandatory, rather than the 14 I’ve been indicating via eBay’s listing tool. Can the guy insist on returning it despite it being over 14 days?
3) In the past when I was given poor feedback for insufficient cause, eBay took it off. I read now that is impossible. Is that true?

I’ve searched questions and answers and policies, but they always seem to skirt these issues. He hasn’t filed a claim yet, but I’m anticipating it.

Thanks anyone for a reply.

[fern*wood]

Your 14 day return policy only applies to remorse returns.  eBay’s money back guarantee covers items for damage for 30 days after delivery.

[soh.maryl]

Per eBay's Money Back Guarantee for buyers, a buyer has 30 days to open an item not as described case.

You might find it useful to re-acquaint yourself with the MBG.

eBay evidently DOES remove FB, but seems to judge whether or not to do so  on a case-by-case basis.  

[12345jamesstamps]

Buyer has 30 days to ask for a refund when item has been delivered per tracking.

Buyer could be of the senior type and don't know how to take photos. If its a young person they know how to do it.

Using an iPhone, camera or just the camera in front of the computer can take a photo.

Nasty feedback...words or wordage can be taken off by eBay or the seller. It depends how the feedback is worded.

Naturally, the buyer will not know how to repack and resend these items without more breaking getting to you.

I would not email buyer until buyer opens a claim...go silent. When buyer does open a claim ask buyer what would make them happy...probably a partial refund might help. It could be an honest breakage of pieces.

[lakefor94 · Accepted solution]

Instead of asking for pictures that a buyer does not have to provide, I stick with:

"Sorry you are not pleased with your purchase.  Please return for refund."

You just leave the ball in their court and make them show their hand by opening a return, just sending more messages or just walking off into the sunset.

I avoid any back and forth if I think the buyer is not being on the level with me. 

If the buyer opens a INAD return case for damage, he/she will probably have to figure out how to upload a photo.  The photo can be a pic of his dog, don't matter to eBay, they won't look at it. Returns are automated. 

About the feedback.  If a buyer leaves a neg, it is hit and miss on removal. A lot depends upon exactly how the buyer words it. 

[tobaccocardyahoo]

I stopped selling dinnerware years ago because the time and effort required to pack it properly exceeded the return on all but very expensive sets.

Its hard to believe that you would bulletproof a $60 partial set.

[gooddealtom]

I think I paid like $2 for the pieces at auction several years ago. I don't sell a lot, but this kind of "arrived broken" crap has happened before, and when I ask for photos or ask them to return, they suddenly disappear. These pieces were clearly MCM. Since this is not a job but rather a for-profit hobby, why not? More work than it's worth? Only if it were a real job. This guy has also shut up for the time being. I mean, get real- Something arrives, look at it for condition. Problem? Report it immediately or when you get back (from where ever). Then I'll make good on it. Wait 15 days? **bleep**! It was damaged when you looked at it that day but you said nothing for 15 days? **bleep**. You never looked at it but lugged it around for 15 days and gave it as a gift? **bleep**. You're trying to pull one over, especially without a narrative and photos. EBay is inviting this kind of crap by not putting in stiffer regulation. Give them 3 days unless away. Limit their ability for neg. feedback. If they had a prior ID or are a newbie, make them go thru 20 transactions before having a right to screw up someone’s good feedback.

Just “venting”. Thanks for your opinion.

[gooddealtom]

Oops, hit the wrong button. Have a "best answer"! Yours is thoughtful, thanks.  I was going to say-

see answer to tobaccocardyahoo.

[gooddealtom]

I did get back to him on #2 reply with a 1/2 apology, but insisting on photos and a story of what happened. He's dissappeared for now. I agree with avoiding the back and forth. See reply to tobaccocadyahoo for more "bla bla bla", thanks for your reply. 

[lakefor94]

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@gooddealtom wrote:

Oops, hit the wrong button. Have a "best answer"! Yours is thoughtful, thanks.  I was going to say-

see answer to tobaccocardyahoo.

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You can unselect and then select another answer if that suits you better.

[gooddealtom]

I'm well aware that "eBay" generally does not use people who are English primary speakers, who are then  going to go into depth trying to understand a situation they are unable to.  The whole eBay deal for sellers has gotten raw over the years. I think MBG is important because you have sellers who are skunks too, so buyers need protection. But to be able to sit on your ... for 30 days and then say something was broken 30 days ago and you want some compensation NOW, is a bit much. This guy has gone away for the time being as I don't think he had the damaged goods to put in a photo, but was just looking for free stuff to match his set. I have no problem making good on things, you just have to prove to me that what you said happened, happened. This guy had 2 feedbacks. 

Thanks for your opinion.

[gooddealtom]

I think the gist is that if something has already happened, you have 30 days to then report it. I doubt they give buyers 30 days of handling to damage something. If one (the seller) is skilled, they can get at that with the buyer. But if you are dealing with the poor English skills of an eBay worker in India or Phillipines, for example, you are stuck. All they can do is count 30 days. This guy had 2 feedbacks, was 15 days after delivery. Seems he wanted some free, hard to find merchandise. When pressed for the story and some photos, he thus far has ran silent. We'll see if he returns. Thanks for your opinion

[theteamsetguy]

@gooddealtom ,

My guess is the buyer just recently got back from being out of town for the holidays. More people travel this time of year than any other.

[az93]

Regardless of policy, you have a disappointed buyer with 3 broken cups. I would send a partial refund for 3 cups and be done with it.

[gooddealtom]

Why keep it a secret? Just describe it- "I just got back" (bla bla bla). Here are the photos. Simple; done. Refund. I asked. He hasn't done it yet. This is not the first time someone sought some sort of compensation while refusing to provide "evidence".