eBay

riwi-83 · ‎03-30-2021

I'm a new seller. I have my first report, from a buyer, indicating an item arrived damaged. I've read the responses about the need to refund the buyer. However, from the pictures sent I'm wondering about the damage. The front of the item has wheels broken completely off and there isn't any damage to the plastic that surrounds the wheels. At least NOT in the photo sent. What to do in this situation? I'm doubtful the insurance will be refunded if there wasn't box damage? Are sellers always out the insurance AND the product? Thanks.

stuff4divas · ‎03-30-2021

If it was damaged during shipping NOT due to inadequate packaging, then insurance will cover it, if it is USPS, the buyer would have to take it to the PO so they can inspect it to determine if it was their fault.

If the buyer is telling the truth, you'll have to refund

If the buyer is lying, you'll have to refund.

If you want the item back, don't let the time line run out on the return, otherwise ebay will force the refund upon you plus allow the buyer to keep the item.

chapeau-noir · ‎03-30-2021

I once had an item break with no damage to the box, but it was glass and likely froze. The buyer can take photos of the packaging and broken item and send as an attachment in a message to you. At that point I would file with the post office for insurance. I've simply refunded the buyer when I receive the photos and handled the claim from there myself.

IAC, you need to get right on this because, as above, eBay will 'step in' which basically means that you lose the item AND your money and get a big black mark on your account (and it only takes a few of these to basically scupper it).

_______________________
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louies1948 · ‎03-30-2021

let the buyer know to save all the original packaging, USPS will need that for insurance. I would ask the buyer to take to post office, since it was damaged when they received it. would also save shipping cost back to you. but don't let the time run out to respond. good luck

Anonymous · ‎03-30-2021

@chapeau-noir wrote:
I once had an item break with no damage to the box, but it was glass and likely froze. T

Same...

I recently shipped a VASE, well packed and FRAGILE stickers all over, that arrived in pieces. There was no damage to the box.

Fedex paid the claim but was sad that buyer didn't get the vase they wanted.

m60driver · ‎03-30-2021

@Anonymous wrote:
@chapeau-noir wrote:
I once had an item break with no damage to the box, but it was glass and likely froze. T
Same...
I recently shipped a VASE, well packed and FRAGILE stickers all over, that arrived in pieces. There was no damage to the box.

Fedex paid the claim but was sad that buyer didn't get the vase they wanted.

Fedex must like you because normally, if there is no obvious damage to the box, they, and USPS and UPS, almost always blame the seller for inadequate packaging.

Anonymous · ‎03-30-2021

@m60driver wrote:
@Anonymous wrote:
@chapeau-noir wrote:
I once had an item break with no damage to the box, but it was glass and likely froze. T
Same...
I recently shipped a VASE, well packed and FRAGILE stickers all over, that arrived in pieces. There was no damage to the box.

Fedex paid the claim but was sad that buyer didn't get the vase they wanted.
Fedex must like you because normally, if there is no obvious damage to the box, they, and USPS and UPS, almost always blame the seller for inadequate packaging.

Yeah, I over pack, if you saw all of the packing (proper) material you would wonder how the heck it broke. Most of my recent feedback as a seller for the very same types of items, mentions packing in the comments.