Perfect item shipped USPS Priority Mail arrived damaged

[hulio_496]

A buyer has informed me his item showed up with broken pieces and is generally poor condition. I was shocked. This item was barely used, in like-new condition when I shipped. I have photos before shipping, packed very well, and shipped USPS Priority Mail. I also placed fragile stickers on the shipping box like I always do for delicate models.

I apologized and asked to see a photo of the damage/poor condition. I also said we can follow ebay's return policy and I'd refund his $ if that's what he'd like to do. He hasn't sent a photo but he responded by saying he'll buy replacement parts for it and he'd like me to pay for that. If I do that, it sounds like he's willing to part ways happily. He hasn't opened a case.

It sounds like he's just fishing for a partial refund. Is that wise or not recommended from an ebay seller perspective (ie. should I make him open a case and return the whole thing?). I believe I have insurance with USPS for Priority Mail but they will want photos. I've never been through a claim process before.

A few months ago as a buyer I got a partial discount on a future item from a seller for a model that the USPS pulverized during shipping.

Thank you,

Jason

[reallynicestamps]

The purchase arrived damaged.

"I'm sorry for your disappointment. Please return the doohickey for a full refund."

I can fix it. Send money for parts.

"I'm sorry for your disappointment. Please return the doohickey for a full refund."

I already threw it out.

"I'm sorry for your disappointment. Please return the doohickey for a full refund."

Rinse and repeat.

If the scammer buyer  opens a Not As Described dispute, you will be required to provide a Return Shipping Label.

If he does not use it to return the doohickey, you are not charged for the RSL, you win the case and no refund is required.

[*eponymous*]

You can file a USPS claim online and they will not necessary want photos.  They will probably say it wasn't properly packaged, anyway.  That is between you and the shipper, and the buyer does not have to - and perhaps is not able to - supply pics.  Many posters claim they don't own smartphones, and not everyone is technologically able to do that kind of thing.

Do whatever you think is best for the buyer and costs you the least money.  Some few sellers think "return for refund" is the way to keep buyers honest, but of course that's just a "feeling" and a hardline stance that results in unhappy buyers who know the seller thinks they are dishonest (and are just "fishing for a partial refund", as you said).

[emerald40]

OP, did you insure the package.

[uzumakey]

Depends on how expensive the item is. I wouldn't bother paying for parts for the buyer, though. They can either return the item and get a refund or buy the parts themselves.

You said you sent Priority, did you ensure? eBay's shipping client offers free USPS insurance for anything under $50, so hopefully you took advantage of that.

[poppyswag]

If you ship Priority you have $50 automatic insurance if you take to PO or $100 if you print your label through ebay/PP.

[terrycanarsky]

Shipping Priority gets you at least $50 insurance (more if you're TSR).  USE IT. 

If it were me, I would not partiallly refund anyone without photos of the busted bits.  You are not liable for paying for new pieces.  I understand you are trying to be a good seller, and you are certainly to be commended for it.  But please be smart about it, as well.

~M