Damage during shipping

[rydel_93]

Hi everyone, just received a message, not an official claim or anything, from a recent buyer who is claiming that I didn't pack the items correctly and that they are damaged.  However, I shipped the items in their original shipping box (items were never removed from that box, have photos) within another box filled with packing material.

I asked the buyer for pictures of the outer box, and there's a large gash in it.  They've requested a refund, though as I said just in ebay messages, and when I asked for the outer box photos they said "here you go, I await my refund".   What are my options here?

[slippinjimmy]

You options are to give them a refund or have them return the item (on your dime) and then refund them.

Packaging glassware to avoid damage is an art,  even if you are an expert you might still have the occasional problem.

[oldwestgold]

Tell them to file for a return. Have them return the item at their cost unless you have free returns. Include that they should insure the item. Do not refund them until you receive the returned goods.  Of course, you have the option of refunding them without the return if you determine the item could no longer be sold. Hopefully, you had it insured. If not, then you rolled the dice.  Good luck.

[natoman777]

Have they sent you photos of the items themselves?  Was it insured?  When a buyer demands a refund I tell them to open up a return as items damaged.  If they can't prove they are truly damaged you don't have to refund them.  If it is insured thru USPS then get them to agree to take them to their post office as is the new horrible system of insurance claims.  If they are not willing to do that, then chance are they are wanting a refund and the items because they are usable.  This is one of the bigger headaches of selling

[stainlessenginecovers]

Until that buyer opens an 'official' "REFUND" case... do nothing. If they do, you choose 'return for refund'. 

That buyer is a thief like many I've dealt with in the past. Even when a picture is sent, it's just 'THE BOX' yet does NOT show any damage to the item. 

I sold a 7 pc Kit and had a buyer that said the same, then sent a picture of 'JUST THE BOX'. When I asked what pieces were damaged, they said 'ALL'. 

I was born at night, but not last night. I did not respond. They never opened an 'official return'. 

[fab_finds4u]

@natoman777  said if they can't prove they are truly damaged you don't have to refund.

Not true. If rhey open a dispute you'll be refunding. 

eBay has begun to ask some buyers to submit a picture with their claim but eBay isn't  looking at the picture. It's so the seller can open an insurance claim. The seller still has to refund, picture or not, insurance or not.

[buyselljack2016]

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@oldwestgold wrote:

Tell them to file for a return. Have them return the item at their cost unless you have free returns. Include that they should insure the item. Do not refund them until you receive the returned goods.  Of course, you have the option of refunding them without the return if you determine the item could no longer be sold. Hopefully, you had it insured. If not, then you rolled the dice.  Good luck.

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If the buyer files a return for damage the return is not going to be at their cost

[fab_finds4u]

It's actually a pilot program they're trying as per Velvet (Nov 1, 2021), not for every scenario. 

[m60driver]

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@rydel_93 wrote:

What are my options here?

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Your options are either to refund or pay to return and then refund.  Either way you will need to refund once the buyer files a formal claim.  By the way, that original box was never intended to protect glassware in shipping as it would have been shipped on a pallet.  You would have needed to box each glass and then put those boxes into a well packaged corrugated box.

Personally I would just refund, learn from your mistake, and move on.

[inhawaii]

Apilogize.

Have them initiate a return through ebay.

You will have to pay the return shipping.

When you receive the item, refund.

If they don'r send the item back, no refund.

[natoman777]

What I am talking about is that they are demanding a refund without any proof the item is damaged.  Why would you refund if the box alone is damaged?  And why would you not contact eBay by phone to talk to customer service when you have buyer telling you what to do without taking the proper channels of opening up a case?

[caseypl]

I have this come up occasionally. What type of item was it? Realize that the shipping companies and USPS may have people who toss those boxes around and then have boxes on top of each other and going across conveyor belts. You have to ask if it could get damaged. 

If so, the buyer should send photos of the actual damaged item. If it seems like they may be trying to replace their broken item, then yeah you may want to ask for it to be sent back. 

If you are comfortable with the photos they provide, then I would just issue a refund. I would message them first and inform them that you want to file an insurance claim and that additional photos could help and try to get all photos you can from them. If they are reasonable, a bit of empathy should exist and hopefully they participate in the process. 

[toysaver]

"However, I shipped the items in their original shipping box (items were never removed from that box, have photos)"

The boxes you show in images are not shipping boxes, they are display / retail boxes.  The shipping box would have been corrugated and held multiple quantities of the product with cushioning.  If they were never removed from the box how do you know they weren't already damaged?  Your pictures only show sealed boxes.  Take it as a learning experience.  Refund and you're only out the cost of the item and shipping or don't refund and also pay return shipping.

[kensgiftshop]

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@natoman777 wrote:

What I am talking about is that they are demanding a refund without any proof the item is damaged.  Why would you refund if the box alone is damaged?  And why would you not contact eBay by phone to talk to customer service when you have buyer telling you what to do without taking the proper channels of opening up a case?

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Buyer doesn't have to provide any proof or damage.

Why contact Ebay, they want you to handle any problems yourself.

[fab_finds4u]

eBay doesn't require the buyer to prove damage. The seller doesn't have to refund because the buyer asks unless they file a dispute,  but if the buyer files a chargeback the seller will have to refund and the buyer keeps the item. 

Smart sellers have them return it for a refund unless they don't want the item returned.

It's possible eBay will ask for a pic if they open a case and the pic with the hole in the box will do just fine.

The OP said there is a large gash in the box. That's all eBay needs to know.