Damaged item by post office

[kdola321]

I sold an item that was brand new (insulated water bottle) and during the transit period the bottle was either dropped or mishandled by the post office and when it arrived to the buyer it has a huge dent in the corner. I have listed that I don’t accept returns but the buyer wants a full refund and return. Do I have any options that protect me or do I lose out either way? So I lose money and get a returned damaged bottle?

[thatsallfolks]

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@kdola321 wrote:

I sold an item that was brand new (insulated water bottle) and during the transit period the bottle was either dropped or mishandled by the post office and when it arrived to the buyer it has a huge dent in the corner. I have listed that I don’t accept returns but the buyer wants a full refund and return. Do I have any options that protect me or do I lose out either way? So I lose money and get a returned damaged bottle?

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How could you possibly think that your buyer should be stuck with a dented (and probably useless) water bottle?

The options that protect you are: 1) proper packaging, and 2) shipping insurance. Your buyer is protected by eBay's Money Back Guarantee. If you don't want to pay the shipping cost to have it returned, you can just go ahead and refund the buyer's original payment.

[dtexley3]

Assuming you have insurance on the item (ie was shipped Priority) open a claim with USPS for the damaged item.  Ask the buyer to hold the bottle and shipping material so that if USPS requests photos or presentation of the items they are available.   Request, politely, that they send you pictures (if they haven't) to 'expidite' the claims process.

You will very likely have to refund in full before USPS finishes their process, but the sooner you start the more likely that you might be able to recover some of the costs.

[buyselljack2016]

https://community.ebay.com/t5/Member-To-Member-Support/Seller-wants-to-return-item-that-was-dented-b...

[thallidguy]

Reverse the roles and look at it another way: If you were the buyer, and you received a damaged item, and the seller told you to talk to the hand because no way, no how is it his responsibility... how would you feel? Certainly, you would expect to return for refund, wouldn't you?

Your only protection against damage in transit is insurance, or to bake into your business plan some provision for loss (which happens very rarely if you package properly). If you used Priority Mail, you have some coverage included in the basic cost of postage.

[fashunu4eeuh]

In the eBay universe, sellers are responsible for damage in shipping. Your No Returns policy is void under that circumstance. (You’re liability only ends once the item is safely delivered.) If it is not received in as-described condition, the seller must make the buyer whole again. The seller takes the loss. Then shipping insurance, if any, is filed and makes you whole. That’s the way it works when selling on eBay.

[a_c_green]

@kdola321: I don't know exactly which of your recent sales this was, but in looking at a couple of random picks, I see that you're offering free Priority Mail shipping, a method that will give you at least $50 of coverage (either that or $100, depending on your eBay seller status), and thus would be more than enough to cover a claim, assuming that you can show that it was properly packaged to give some protection against rough handling (e.g. a cardboard box such as a Priority Mail Shoe Box, not a padded envelope).

[ed8108]

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@kdola321 wrote:

I have listed that I don’t accept returns but the buyer wants a full refund and return. Do I have any options that protect me or do I lose out either way? So I lose money and get a returned damaged bottle?

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Answer: you lose money & get a damaged bottle.

[sharingtheland]

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@fashunu4eeuh wrote:

In the eBay universe, sellers are responsible for damage in shipping. Your No Returns policy is void under that circumstance. (You’re liability only ends once the item is safely delivered.) If it is not received in as-described condition, the seller must make the buyer whole again. The seller takes the loss. Then shipping insurance, if any, is filed and makes you whole. That’s the way it works when selling on eBay.

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That's the way it works every place I've shopped online or, in the old days, by mail order (fill out the order form; send the check).   I've always been refunded if an item arrived damaged.

[gkyn29]

I'm not sure how a well packed steel water bottle can get a dent in it, even if the package is dropped.

[berserkerplanet]

>>I'm not sure how a well packed steel water bottle can get a dent in it

Next question?

[fashunu4eeuh]

Yes, re-reading over my post. Did not mean to imply it is just eBay who follows this policy. Reputable sellers just about everywhere make good on transit damage.

[castlemagicmemories]

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@berserkerplanet wrote:

>>I'm not sure how a well packed steel water bottle can get a dent in it

Next question?

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My Father used to say, Step down, next case!

[castlemagicmemories]

I see that you are not familiar with how Buyer Protection works.  This comes under the Ebay MBG, get the item you ordered, or your money back.  Includes purchase price and original shipping.  The logo is on every page.  Look at your ended listing.  It is there.

The MBG overrides your no returns policy. Buyer got something that was not in the conditon specified.  SNAD.  INAD.  (not as described)

If you got insurance or sent it with a way that includes insurance, that is your protection.  If you packed well, you can file a claim.  You may need pictures from the buyer, and to ask them to hold onto the packing and box for possible inspection.

You don't have to get a damaged bottle back.  You can just refund without requiring the return.

[vanman1029]

I keep a certain amount of $$$ in my paypal acoount just for occasions like ths one. Just refund the buyer the amount he paid, you're not going to win this one.