Item Broke During Packing Process

[Anonymous]

Dear eBay Community,

I recently sold an item and I've NEVER had this happen before. The Buyer won the item today, and I sent the Invoice and they haven't paid yet. As I was getting it ready in Bubble Wrap, etc... I heard the Neck break on this small very old piece of Pottery. I contacted the Buyer and said PLEASE DO NOT SEND YOUR PAYMENT. Now how do I handle this and/or cancel this item so later down the road the Buyer cannot say I didn't send and file a claim against me?. Many thanks in advance for any help you can offer. Tracey

[simba6]

While your not required to, I would send it to them for free. That might calm the buyer down.

[Anonymous]

Send the Broken item to them?

[eunster1313]

@Anonymous 

You need to cancel the order for (being out of stock) and then message

the buyer apologizing and explain why you had to canceled their order.

How sellers can cancel an order

https://www.ebay.com/help/selling/getting-paid/sellers-can-cancel-order?id=4136&st=12&pos=1&query=How%20sellers%20can%20cancel%20an%20order&intent=cancle&docId=HELP1090 

[evry1nositswindy]

Apologize profusely!  I would send a photo of the broken item, just so the buyer wouldn't think I was pulling a fast one.  Ask if they want it (at a deep discount) or if you should cancel the transaction.  Apologize profusely!  This happened to me one time (the item just cracked rather than broke) and the buyer still wanted it, as it was hard to find, so I shipped and gave a discount.  I feel for you!

[downunder-61]

Definitely advise the buyer, don't just ship it, why waste money sending an item that they will claim as INAD because it is broken.

[itsjustasprain]

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@evry1nositswindy wrote:

Apologize profusely!  I would send a photo of the broken item, just so the buyer wouldn't think I was pulling a fast one.  Ask if they want it (at a deep discount) or if you should cancel the transaction.  Apologize profusely!  This happened to me one time (the item just cracked rather than broke) and the buyer still wanted it, as it was hard to find, so I shipped and gave a discount.  I feel for you!

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This is how I would handle it. Sometimes what looks like a disaster to the seller might be no big deal to the buyer so always let them choose what to do about it. I buy things needing repair all the time and a lot of the time the seller doesnt even KNOW its broken internally.

I am also good enough at gluing things that I would not want a seller to simply refund and cancel without checking with me first when I would be happy to take it in damaged form for a discount and fix it up when it arrives. Restoration covers all kinds of disasters.

[Anonymous]

Thank you to all of you for your wonderful help with my issue. I finally called eBay and they offered to Cancel the Order, I did contact the Buyer and apologize for this. 

[Anonymous]

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@Anonymous wrote:

Thank you to all of you for your wonderful help with my issue. I finally called eBay and they offered to Cancel the Order, I did contact the Buyer and apologize for this. 

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Don't feel bad. I was getting a $600 digital SLR camera from my safe to ship it, dropped it onto the steel safe floor, and completely rendered it useless...been there, done that. It happens.

Hopefully you can glue it and make use of the item.

[Anonymous]

Wow... I feel for you on that one!. Yeah, I was bubble wrapping this little Vintage Native American Indian Bird item, and I must have pressed super hard on the bubble wrap or something (it was old and delicate), and I heard this "POP", and I was totally bummed out!. I just felt so bad for the Buyer!

[luckythewinner]

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@Anonymous wrote:

Dear eBay Community,

I recently sold an item and I've NEVER had this happen before. The Buyer won the item today, and I sent the Invoice and they haven't paid yet. As I was getting it ready in Bubble Wrap, etc... I heard the Neck break on this small very old piece of Pottery. I contacted the Buyer and said PLEASE DO NOT SEND YOUR PAYMENT. Now how do I handle this and/or cancel this item so later down the road the Buyer cannot say I didn't send and file a claim against me?. Many thanks in advance for any help you can offer. Tracey

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IMHO you cancel the transaction as "Out of Stock" and take your lumps.

Sending a broken item is dishonest and also a waste of postage costs. 

[Anonymous]

Isn't "item was lost or broken" still an option? Curious why everyone is suggesting "out of stock" since the former is more applicable.

[pikabo-icu]

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@Anonymous wrote:

Isn't "item was lost or broken" still an option? Curious why everyone is suggesting "out of stock" since the former is more applicable.

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Been a long time since I've actually looked at the options but it's either that or "no longer available". 

Now I'm curious.. 

[Anonymous]

Yeah, been a while since I cancelled but pretty sure I used lost or broken for the camera.

Anyway, OP figured it out, so probably a moot point.

[simba6]

That way the buyer won't think your refusing to sell because you did not like the selling price.  They can leave feedback so, you don't want them unhappy.