eBay

samkom · ‎08-07-2019

I have been a member of eBay for over 19 years and have accumulated over 1100 positive feedbacks with a 100% rating. I recently sold and shipped an item to a buyer who has no feedback whatsoever. Though I pack extremely well and have never had an item arrive broken, this buyer said that a piece arrived broken and accused me of shipping it that way. The box showed absolutely no damage in transit and I made sure that the contents would arrive safely.

I told the buyer I would not offer a refund, so a case was opened. Though I was not asked for my side of the story, eBay ruled in the buyer's favor, and is forcing me to make a refund. I am so angry that I'm considering closing my longstanding account to assure that this will not happen.

Any thoughts on this subject would be greatly appreciated!

Thank you,

Sam

skm.s-49 · ‎08-07-2019

@samkom wrote:
Nope, it was the metal ice skater. Weird, huh?

@samkom the sign or an arm?

csbbct · ‎08-07-2019

I also have seen items damaged inside when the outer box is fine. If the box is thrown or dropped, the force can throw the item to the edge of the box, similar to a whiplash, causing damage to the item.

I would assume with its value, you had shipping insurance on it. It's probably best to just treat something like this as an unfortunate incident, apologize that the package was mishandled after you shipped it as you felt you had adequately protected it, and ask for photos so you can file an insurance claim. I submitted a USPS claim once online and it was pretty easy to attach the sale documentation along with photos and message from the buyer. I had my refund from USPS within the week!

Good luck!

ericlovescameras · ‎08-07-2019

think about how many steaks are stolen from the grocery store. the police don't care. the store still stacks cash. 1100 sales and one went wrong. you're killing it.

as an experience seller i'm sure you know this, but when you pack shake the box. if there is even the tiniest, tiniest shift, it's packaged wrong. i've worked for ups. you should be able to throw your box against the wall like a baseball without the contents being damaged. i know that sucks, but it's reality.

earlyant-77 · ‎08-07-2019

@csbbct wrote:
I also have seen items damaged inside when the outer box is fine. If the box is thrown or dropped, the force can throw the item to the edge of the box, similar to a whiplash, causing damage to the item.

I've also broken a small part off of something when I unwrapped it - especially if the seller used packing tape all over the piece. That's also a possibility.

But I never claimed SNAD, because it was my fault.

this*old*attic · ‎08-07-2019

It’s nothing personal; buyers who’ve been ripped off a few times become distrustful of sellers.

You do realize the sheer law of averages dictates something eventually gets broken no matter how carefully you pack, yes?

lightlily_arts · ‎08-07-2019

I am not recommending that you do what I did, but I had a similar case recently. New buyer with 0 feedback. They opened a claim about two weeks after delivery stating it arrived damaged. I sent messages asking for pictures because it was insured and I intended to file a claim. I knew that I had packed it very carefully and had double boxed. Normally when a someone claims an item is damaged they will send me pictures and I just issue a refund since the insurance carrier does not require the recipient to return broken things. This buyer did not and wouldn't respond to my request for pictures. Therefore, I accepted the return request and had eBay issue the return shipping label. They never shipped it back so the claim was closed in my favor. I asked for my item to be returned because my gut told me that they were lying about the damage. This could have turned out badly but my suspicion was they were trying to get my item for free.

csbbct · ‎08-08-2019

@lightlily_arts wrote:

Normally when a someone claims an item is damaged they will send me pictures and I just issue a refund since the insurance carrier does not require the recipient to return broken things.

I've only had to file an insurance claim with USPS a few times over my years on eBay and for those times I wasn't required to do this, but just wanted to make sure this was noted from the USPS website:

"If a claim is filed because some or all of the contents are missing or damaged, the addressee must retain the mailing container, including any damaged articles, all packaging, and any contents received. Upon written request by the USPS, the addressee must make this proof available to the local Post Office for inspection, retention, and disposition in accordance with the claims decision. Failure to do so will result in denial of the claim."