I WANT PROOF!!!

[houseattic]

I sold a cookie jar lid and the buyer said it arrived broke and wanted a total refund.  I asked for a picture of proof.  She said she tried several times to send me a picture on her Iphone.  I never got it.  This went on for about a day and a half.  So I gave her eBays phone #.  She called them and got back to me and said eBay told her she didn't have to send a picture.  WHAT!!!!!!!  I want PROOF!!!!!!

I called eBay and they told me to tell her to send them the picture and they would send it to me.  Something about Document Uploader?  I couldn't quite understand them.  So with her supposedly trying to send me a picture (which I don't believe) I thought this would help.  She refused to send it to them because she didn't have to.

So I sent a full refund because I didn't want a bad mark on my feedback.  GGRRRR!!!

For all I know she is using the cookie jar lid and got her money back!!!  If this is true then she stoled from me and eBay is an accomplice.  I have NO proof.

They should MAKE a buyer send at least one picture or they are out of luck for the refund.

What makes matters worse is she was a GUEST.  Zero Feedback.  eBay still sided with her even though I'm a MEMBER!!!!  GGRRRR again!!

I'm not much on technology.  I barley make it.  I just get by.  I should have been born 100 years ago.  Is there a way I can block guests and low feedback people?  Would appriciate the help to do this.  It's worthless talking to eBay.

Thank you for reading this and letting me rant.   houseattic

[retrose1]

The best proof is proof that you can see and touch with your own hands - you should have told them to return for refund.  Pics are useless.

It is amazing how many of my buyers who are claiming a 'problem' disappear when I tell them that no money is forthcoming unless they return my items.

[chrysylys]

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@houseattic wrote:

So I sent a full refund because I didn't want a bad mark on my feedback.  GGRRRR!!!

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Wrong reason to refund.

Always wait until you have the item back in hand before refunding.

When I become CEO, I will requires claimants to prove their claim.

[luckythewinner]

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@houseattic wrote:

They should MAKE a buyer send at least one picture or they are out of luck for the refund.

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eBay has never required buyers to send photos as proof, and they never will. The only option you have to obtain proof is to force the buyer to "return for refund".

I doubt eBay will change their policy unless it affects their bottom line - and since sellers have listed 1.1. billion items here under the existing policy, I don't see much incentive. 

[houseattic]

What happens if they refuse to send the item back because it will cost them more money?  You only get so many days in the claims department.

[loveyourimagination49]

You, the seller send them a prepaid label to ship it back on SNAD claims.

[retrose1 · Accepted solution]

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@houseattic wrote:

What happens if they refuse to send the item back because it will cost them more money?  You only get so many days in the claims department.

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That is when you find out what kind of a poker player you are.

Most buy-uh-scammers are just lying to see if the seller will give them a freebie.  Or make a mistake in the dispute process.

So if they are bluffing, call their bluff.  Tell them to return for refund -go all in and send them a return ship label.  They will either fold and go away OR return the item.

If the item comes back and it has the problem they say - you have proof and can refund.  The extra money you lost from the ship costs is the cost of not doing a good job packing, describing, whatever the problem was, and making sure you do better the next time.

If the item doesn't come back within a week, report the buyer for abuse of money back guarantee, put the buyer on your blocked bidder list and call ebay and point out that it isn't coming back and have them close the case for you.  Which means that you won the pot.

[doubledz-a2z]

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So I sent a full refund because I didn't want a bad mark on my feedback.  GGRRRR!!!

 SHAME ON YOU.   

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[ersatz_sobriquet]

HI, sorry this happened to you. Items like cookie jars can be problematic when it comes to demanding the item is returned when broken. If it cost $20 to ship one way, the seller can be out $40 on a broken item return. 

There was a potential step you missed--sending the picture iphone to iphone. Easy peasy. If the buyer refused to do that, then I would have demanded the item returned and called their bluff. 

Think outside the box sometimes. The buyer could have refused to have you know their cell phone number it's true, but an honest buyer wouldn't have had a problem with this, you already have their name and address. Once a transaction is complete I don't see how asking for this and exchanging a cell phone number through paypal messages would be problematic like sending one through ebay messages unfortunately now is. 

[sharingtheland]

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@doubledz-a2z wrote:

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So I sent a full refund because I didn't want a bad mark on my feedback.  GGRRRR!!!

 SHAME ON YOU.   

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Shaming the OP?  Totally unnecessary.

In the past month I've refunded without return for items that cost $15+ to ship, so I'd be out $30+ (see ersazt's example, also) if I demand returns.  If they truly were broken, and both buyers offered to send photos, wth am I going to do with them after they are returned?

Many sellers are unaware that feedback no longer "counts" against us, except in the buyer court of popular opinion or ebay suddenly changing its policies ... soon.

I could go on but I won't.  Just don't think it was appropriate to write what you wrote, especially not in all caps.

[vintageista]

You didn't need proof! You probaby shipped the cookie jar lid via Priority Mail as I doubt if it was under 1#. You could have and probably still can, file for a refund with USPS for a broken in shipment claim, be sure and add the cost of the postage to the claim. If the item is not very expensive, USPS will not require pictures or anything from the buyer. You as the seller will receive the refund. Usually they will process the refund rather quickly and then you can authorize the refund to your buyer. I usually explain to the buyer that I am filing a claim and that they should hold onto the broken piece and all packaging for proof to the USPS (although they will probably not require that), sometimes that scares off fraudulent claims and you never hear from your fraud buyer again!

[castlemagicmemories]

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@houseattic wrote:

What happens if they refuse to send the item back because it will cost them more money?  You only get so many days in the claims department.

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If the item is broken, it is SNAD.  It isn't going to cost them more money as the seller pays return shipping in  cases of SNAD.  Buyer is then refunded original price and original shipping by the seller when item is delivered back to them.

[castlemagicmemories]

Sorry.

Buyers are not required to send picture proof.  

You cannot block guests or low feedback buyers.

[nawlinsron2]

Can't prove it speeds up the process, but a picture makes an insurance claim go smoother if you shipped it via USPS. In fact, they ask for pix on the claim form.
Sold a couple golf clubs this year that arrived broken...buyers sent pix, and I had claim money inside a week after filing.

[ersatz_sobriquet]

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@castlemagicmemories wrote:

Sorry.

Buyers are not required to send picture proof.  

You cannot block guests or low feedback buyers.

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Buyers should be required to send proof, it's really not too much to ask, castle. Especially with heavy broken glass/pottery. It's either broken or it's not, a photo proof gives the seller the proof they need to not having to bother with getting a broken and useless item mailed back to them.