eBay

cgillingwater · ‎08-14-2017

A little over two weeks ago I sold a heavy antique snowglobe. It was expensive. When I saw that the person purchasing the globe had zero feedback, that made me VERY nervous. Unfortunately, I can't set my listings to prevent zero feedback buyers, so I had no choice but to move ahead with the sale.

I packaged the item carefully according to ebay and USPS guidelines. I then shipped it out via Priority mail.

16 days later the buyer contacted me and said the item had just arrived today and it was destroyed. I asked for photos of the destroyed item. She sent me a picture of the box I sent the item in which was literally wadded up into a ball and a note stuck to the box claiming the item was "shattered." She also sent me a photo of the base of the globe sticking out of the bottom of the mutilated box. None of these were a photo of the actual, broken item.

I looked up the tracking and it never says the item was delivered. I also found it odd that if an item shipped via Priority didn't get there for over two weeks that the buyer didn't contact me to ask what was going on. She said she called and was told the item sat in a warehouse in my hometown for over a week (what??)

I was writing the buyer back asking again for a photo of the actual broken globe when I thought it might be a good idea to tell her I was requesting a full investigation from USPS (without sounding like I suspected being scammed, of course). My hope was that she would realize she might get caught and drop the whole thing. But I'm not sure how to phrase that.

Now, I know so many of you out there know exactly what to do in this situation, so I figure it's probably smart to wait and get some of your wisdom before I respond to this buyer or provide her with a refund. This item was expensive and I hate losing a big chunk of money like that.

As of right now, eBay has not been notified that there is a problem.

So should I claim there will be an investigation? Just ask for photos? Not sure where to go from here.

evry1nositswindy · ‎08-14-2017

The note saying it was shattered--was it a note from the post office?

evry1nositswindy • seller since 2013
Volunteer Community Mentor

cgillingwater · ‎08-14-2017

Oh, I forgot to add, the note stuck to the box claiming that the item was "shattered" was supposedly from USPS to her. I've had all sorts of things returned. I've even had very important legal documents returned uttery destroyed and held together with a rubber band, but USPS has never, ever written me a note about it. Maybe I'm nuts, but it struck me as very odd.

cargo11 · ‎08-14-2017

Do you have the tracking number? If so - check the USPS website - if it does state it has not yet been delivered, I would call (me personally I would) the city post office where the address is located and ask them to see if the package has been located or delivered. If it has not yet been delivered - that might take you into another direction. If the postal carrier stated they delivered it AND you paid for tracking and for Priority - have them investigate the package - or ask if you can get a form for insured shipping because it arrived broken. On line forms (with insurance under priority mail to $50) - you can send the pictures of the mail you received from the lady and insurance should be paid back to you in two weeks or less. If you believe this person - then refund immediately AFTER YOU send in the postal claim for insurance with pictures you have been sent. Tell her you have also opened a USPS claim and to save the packaging if the carrier wants to review it. That's about it. If it is found to be yours, I would not bother the "0" feedback any further - and just refund - you WILL LOSE if ebay gets Involved, so I guess you could suggest opening a case if you want -BUT IF IT WAS ME- I would just refund off the paypal payment they sent back to them and tell them a refund has been issued (Of course AFTER you file the insurance claim with the Post office). (And yes, it's IS WORK ON YOUR PART if you want the refund of insurance- if you sent it priority - but if the customer states it is broken - the worse thing you will have Ebay do is have them SEND it back on YOUR DIME and you will end up refunding anyways.

cargo11 · ‎08-14-2017

And if you actually think this is a scammer - after you finish with the above advice - place the buyer's ID on your blocked list.

pikabo-icu · ‎08-14-2017

Retrose is really good with those notes.. I'll take a stab at it.. lol

It goes something like;

Dear buyer,

Since the item was insured through USPS please save all the packing materials and the broken globe. I will be filing an insurance claim and the postal inspector will likely come & collect all the evidence in order to process my claim. I appreciate your cooperation in this matter.

Thank you, seller

Because if you shipped priority it is indeed insured and if it arrived damaged, you need to file a claim.

This will happen after to refund buyer but wait to see their reaction to the message.

Did they open a case for INAD? Or is it just via the message system?

~Pika~
People in life that are the happiest don't have the most,, they make the most of what they have...

autopartspuller · ‎08-14-2017

Just a small adjustment, just to put the buyer at ease a bit. You want them to cooperate and not open up a case with ebay:

Dear buyer,

Since the item was insured through USPS please save all the packing materials and the broken globe. I will be filing an insurance claim and the postal inspector will likely come & collect all the evidence in order to process my claim.

This is a fast process usually takes less than 10 business days to complete the process. I appreciate your cooperation in this matter. We will get you refunded for your purchase shortly.

Thank you, seller

*help_no_brakes* · ‎08-14-2017

Imo your buyer is fishing for a partial refund or hoping that you cave & refund in full without return.

I have never sold any items for under $60 & have had several buyers try the same scam.

No matter the value of the item (my average selling price on one account is in excess of $350)

I have always replied "Please Return For Full Refund".

99% of the time the item presumably repairs itself & the buyer goes MIA...& finds themselves on the BBL.

The choice however is yours to make & I wish you all the best.

rolenboy01 · ‎08-14-2017

If I'm reading this correctly it sounds like the buyer just crumpled the box around the unbroken item and is trying to claim thats proof? I would keep insisting on pictures an actually shattered item.

cgillingwater · ‎08-14-2017

Yes, after requesting a photo of the broken item, I was sent photos of the crumpled box around the base of the globe--the only part of the item that could not be broken. The buyer knew I wanted a photo of the broken globe, yet sent me that.

For the above poster who said to check tracking to see if it has been delivered--it HAS been delivered, but tracking does not reflect this. Also, buyer has NOT filed a claim with eBay. I found that kinda odd too.

I was thinking I'd ask for another photo and then ask buyer to save packing for USPS inspection. If the item is intact (as I strongly suspect it is) the buyer will simply not do this and my refund goes kaput.

I've heard that it's nearly impossible to get a refund from Priority since they will just claim item wasn't packaged correctly. I would ask buyer to send it back, but it cost $20+ to ship and if the item is okay, buyer woudl probably just break item before sending it back.

So, to be clear, I just need to get some more photos from the buyer and, once I can see that the item is actually broken, just refund and file a claim with Priority?

If the item is not broken, the buyer won't be able to provide me with the photo. My guess is she will say she threw it away. Could she then file an INAD case with eBay if she "threw out" the item she was supposed to return?

omgitlightsup · ‎08-15-2017

In my experience if the USPS damages a package and liquid comes out, the package gets put in a sealed plastic bag and a short note is attached explaining what happened and where. It's orange (IIRC) and has an official USPS look to it.

duchess-at-speakeasy · ‎08-15-2017

Are you aware that snow globes explode when subjected to changes in pressurization? They are considered hazmat and never should be sent by air! Even via surface mail, snow globes should be well-buffered and double-boxed to reduce the chance of shattering and leakage.

So I would believe your buyer . . . all that survived was the base and a mangled box!

~~C~~

My Glass Duchess
Quoting Mom: In polite society, "hey" is for horses.

rolenboy01 · ‎08-15-2017

@duchess-at-speakeasy wrote:
Are you aware that snow globes explode when subjected to changes in pressurization? They are considered hazmat and never should be sent by air! Even via surface mail, snow globes should be well-buffered and double-boxed to reduce the chance of shattering and leakage.

So I would believe your buyer . . . all that survived was the base and a mangled box!

~~C~~

You would believe them even with a highly suspect and strategetically placed crumbled boxed over the base only without showing any other details?

rolenboy01 · ‎08-15-2017

@cgillingwater wrote:
Yes, after requesting a photo of the broken item, I was sent photos of the crumpled box around the base of the globe--the only part of the item that could not be broken. The buyer knew I wanted a photo of the broken globe, yet sent me that.

For the above poster who said to check tracking to see if it has been delivered--it HAS been delivered, but tracking does not reflect this. Also, buyer has NOT filed a claim with eBay. I found that kinda odd too.

I was thinking I'd ask for another photo and then ask buyer to save packing for USPS inspection. If the item is intact (as I strongly suspect it is) the buyer will simply not do this and my refund goes kaput.

I've heard that it's nearly impossible to get a refund from Priority since they will just claim item wasn't packaged correctly. I would ask buyer to send it back, but it cost $20+ to ship and if the item is okay, buyer woudl probably just break item before sending it back.

So, to be clear, I just need to get some more photos from the buyer and, once I can see that the item is actually broken, just refund and file a claim with Priority?

If the item is not broken, the buyer won't be able to provide me with the photo. My guess is she will say she threw it away. Could she then file an INAD case with eBay if she "threw out" the item she was supposed to return?

Yes hopefully she can provide more pictures of a broken item and file the insurance claim, I would drag out the refund process as long as possible though until you have check in hand if you can get those pictures, a lot of users here won't suggest that but if I suspect someone is scamming I will wait as long as possible and judge their reaction.