Damaged Item

[rodvau-64]

A buyer purchased 4 items from me and requested that I combine all 4 items in one box for shipping.  The items were all small and heavily bubble wrapped and wrapped in seran wrap.  There was also stuffing in the box.

2 weeks after the item was received by the buyer she sent me pictures of very small white spots she is claiming are chips in 2 of the 4 items.  It looks like lighting spots to me.  One spot is on the very bottom. 

She demanded a refund 2 weeks after the fact and claimed she was out of town.  She also wants to keep the items.

She sent a picture of a tiny bit of damage on the bottom of the box but no significant damage.

I believe she removed the items from the box and two weeks later claimed damage to the items in shipping in order to get money back for her damages.

[tdumonde2014]

Dear Buyer,

Sorry that you are unhappy with your purchase, please return for a full refund.

Send them that message and wait for their response.

[blackgrowtech]

Open a case in Ebay and tell they this problem. I trust you can get fair.

[tdumonde2014]

The only case a seller can open with eBay is an Unpaid Item case. 

[vintage-car-magazines]

Unfortunately there's no way to tell when or how the damage occurred. 

The post from @tdumonde2014 is good advice. The only thing you'll want to consider if they open a return is the cost of return postage vs the value of the items. If there's little value, sometimes it's better to cut your losses and just give the refund rather than adding return postage to the loss too.

[rodvau-64]

This is more on principal.  It was the buyer that requested the items be shipped together to save her money (I won't do that again).  The photos she sent didn't show damage.  I don't think USPS will cover it as you can't see any damage.  It was $45 worth of items that she is claiming is damaged.

[frodobagginskennedy]

return for refund.  Rinse and repeat

[ittybitnot]

Send them that message and wait for their response.

Yes, and send it again if necessary. Do not engage in any back and forth with the buyer.   It will not be productive.  Until your buyer files a "return request" for "not as described"  you don't have to pay or do anything. 

Be advised when you combine items for one shipment/payment, and the buyer files a 'not as described' claim, the WHOLE payment is at stake.  eBay will not "divide" the order so you only have to deal with the one or two your buyer is complaining about.  Depending on the cost, you may be in a situation where it is less expensive to simply pay off your buyer, than requiring a return (that you have to pay for) .  They know this, and know they can return anything they want and you still have to pay up.  This is often how the game is played.  If you live in fear of a negative feedback it is even easier for them to play the 'intimidation' game and get what they want (MONEY).  

Decide what is best for you.   Most often the 'return for refund' message works and they go away.  

Good luck. 





@rodvau-64 

[ehdolphy]

I would always accept a return instead of letting them demand the item and a refund. It seems pretty unfair to me.

With INAD cases it's always not in your best interest, even if you sent a perfect item. I personally let karma take it's course.

You should always mark your items to identify them incase of any returns, it would always let you know who's who

[jayjaspersgarage]

"If there's little value, sometimes it's better to cut your losses and just give the refund rather than adding return postage to the loss too."

Going this route can be helpful.  I usually will issue a partial refund and see what comes from it.  No point in giving away the whole sale in the first move.  I also like to request that they return everything in a lot sale for a full refund.  The decision depends on numerous factors.

[fixitcouple]

Dear Buyer,

Sorry that you are unhappy with your purchase, please return for a full refund.

Send them that message and wait for their response.

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I can't tell you how many times I've done exactly this and never heard another word. There are some people out there that will pull this just to see if they can get a partial or full refund from a seller that is scared of getting a negative mark.

[vintage-car-magazines]

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@rodvau-64 wrote:

This is more on principal.  It was the buyer that requested the items be shipped together to save her money (I won't do that again).  The photos she sent didn't show damage.  I don't think USPS will cover it as you can't see any damage.  It was $45 worth of items that she is claiming is damaged.

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Not only do you need to prove damage, you have to prove that it was caused by USPS and not the way it was packaged.

There's nothing inherently wrong with combining shipping to save the buyer money. It can lead to repeat buyers and a buyer who buy more items than if they weren't saving money. That money goes to you instead of the post office.

Just make sure that combining makes sense for you too. Some things and combinations make more sense than others.