Product damaged during shipment, buyer wants refund...threw package away

[ch18fm17]

Does anyone have experience addressing this type of issue?

Buyer initiates a return request due to "the box was damaged and product were smashed".

I asked for pictures of the package in order to process a claim.

Her response was that she threw them away... and didn't thinking about taking a picture.

Any thoughts or help would be appreciated.   

[reallynicestamps · Accepted solution]

Demand the return of the damaged product and packaging "so you can see what went wrong".

If she says she tossed them:

Demand the return of the damaged product and packaging "so you can see what went wrong".

If she demands a partial refund

Demand the return of the damaged product and packaging "so you can see what went wrong".

If she threatens to open a Dispute

Demand the return of the damaged product and packaging "so you can see what went wrong".

Rinse. Repeat.

Even if you have a No Returns policy, you have the right to demand the return of your product. You may have to pay for the return however.

Demand the return of the damaged product and packaging "so you can see what went wrong".

If she runs out the 30 day clock on eBay and turns to Paypal

Demand the return of the damaged product and packaging "so you can see what went wrong".

PP will require her to pay for return shipping.

Her response was that she threw them away... and didn't thinking about taking a picture.

And I am Marie of Roumania.

[chapeau-noir]

So she threw the product away and can't even return it?  Or she just threw the packaging away (I know she claims it was smashed, but even still, the buyer needs to still have something for a hypothetical return, even if it's smashed).  Just want to make sure I understand properly. 

[pikabo-icu]

@ch18fm17 

Yeah that's baloney..

The posters above have it covered but your buyer is full of it.

I had a smashed heat bulb several months ago and I had to take photos of that to post to an Amazon seller.

I got glass shards in my finger and everything but I got the dang photos- I used a razor knife to cut the package open with it sitting on thick butcher paper.. 

As posted if she wants a refund she needs to ship the item and package back.

You need those for insurance- she can dig it outta the trash if she's telling the truth. 

[ch18fm17]

Thank you all!

I will follow up and ask her to dig it out of the trash :).

[chapeau-noir]

She needs to ship it back.  What I've done is refund on receipt THEN deal with the insurance. 

[dirk12955]

Tagging on:

The same thing I always say.    Do not get into a back and forth discussion with the buyer.

"I'm sorry you are not happy.  Please return for a full refund"

Everything else is 100% the buyers problem.     Don't be draw in.  

[fab_finds4u]

When the buyer needs to return an item I would direct the buyer to the "Condition of returns policy overview"  where it says "Must be returned with original  product packaging: UPCs, bags or any items used to protect the item

You will find this by clicking on the plus mark within the blue circle next to "Read our full policy" in the link below.  Then scroll to "General return requirements."

https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763#...

Please keep the message where the buyer says she threw out the original packaging. 

[dirk12955]

I also just remembered.    If the box was smashed at the time of delivery the USPS delivery person should have made a record of it.

After all,  It was their (USPS) actions that smashed the box.   

[fab_finds4u]

well, I copied the url to the policy exactly but when you click on the link it takes you to fees.  It's bull chit like this that 

makes me want to quit trying to help. Try using google searching eBay condition of returned items policy.  

[katzrul15]

Okay.  This made me chuckle......

Sometimes, you gotta say it more than once!

[m60driver]

Does not seem to me that you have sold anything recently that could be "smashed" as it is hard to smash cards or plushes.  Alas, Ebay allows these scammers to fester and multiply.  You could demand a return but they can send back anything (rocks) and you would still have to refund.

[bargainnation]

---

@dirk12955 wrote:

Tagging on:

The same thing I always say.    Do not get into a back and forth discussion with the buyer.

"I'm sorry you are not happy.  Please return for a full refund"

Everything else is 100% the buyers problem.     Don't be draw in.  

---

Great advice. It is a no win situation to go back and forth with a buyer if they are unhappy with an item, want to return for a refund or leave negative feedback.  Be polite, no name calling even if the buyer calls you names because it will make you (seller) look petty and this is not the image you want to present to other potential buyers.

When in doubt about something eBay related ask  the advice of experienced eBay sellers who generously share their wealth of knowledge. We can all learn from each other.

[sandrdanir0]

I wish I had asked the community about this same issue!  I have had this exact same scenario, I want to say MORE than ONCE.  I am a seller who does not accept returns.  So I just automatically refunded the money.  (DUUUUH) This information will be extremely helpful the next time this happens.  THANK YOU 

I think I have just refunded to avoid the negative feedback.

[bonmoy]

Buyer needs to take the package to her local post office with the damaged item to file a claim if it was insured. She, or he is responsible for filing a USPS claim unless the damaged item is sent back to you -- then you need to take the original damaged package and item to your post office.

since DeJoy has been Postmaster General, the post office is denying claims unless you do this. No photos or written descriptions are accepted.

good luck!