albertabrightalberta | Volunteer Community Mentor
@lovely.finds wrote:If a buyer alleges that the product arrived damaged. Is it okay to ask the buyer to send me photos before offering a solution? Or do I simply offer the buyer a discount or return without knowing if it is true or not?
It is that the item was new and sealed in perfect condition. When packing, I wrapped the item in a lot of bubble wrap and it was sent in a box.
Unless ebay required the photo in order to put through the NAD return request, you can't force the buyer to submit photo evidence. (Sometimes ebay requires a photo before accepting a NAD request and sometimes they don't require it. It seems random, though at some point, I think all "not as described" requests will require pictures.)
You are allowed to offer the buyer a partial refund but if the buyer doesn't accept it, you have 2 options:
1. Issue a refund and allow the buyer to keep the item free
2. Purchase a return shipping label and have the buyer return the item. Upon receipt, you issue a full refund.
If you don't do #1 or #2, buyer will escalate and ebay will decide in the buyer's favor, let them keep the item, issue a refund from your funds and your account will get a huge ding.
Oops, I should have looked at the feedback before replying.
According to the buyer, she did contact you and sent pictures but you didn't respond. That's why you got the feedback.
What happened and why didn't you reply?
