eBay

peghz · ‎07-26-2017

I received an e-mail from a buyer today stating that the globe to the lamp she bought from me was broken and that it was because of my poor packaging. She received this lamp from me on June 5, 2017 and states that she just opened it. How do I know what has happened to the package since she received it?? Am I obligated to buy her another globe. I have looked for one on E-bay and they cost more that what she paid for the lamp. Please help me make a decision.

tellmemama · ‎07-26-2017

No, you are not obligated to buy her another globe. You are obligated to either file an insurance claim and refund the buyer or allow the buyer to return for refund. She's hoping you will give her a partial for the cost of a "new" globe when in fact it may have been her fault it broke or likely not be damaged at all.

Did she send pictures of the broken one?

Joe

partial*eclipse · ‎07-26-2017

A seller's 14-day return policy doesn't apply when an item is damaged. The buyer is covered by eBay's buyer protection policy, AKA the "Money Back Guarantee." Unfortunately for your buyer, a claim must be filed within 30 days of the item's delivery so she isn't covered by this either any more. PayPal allows claims up to 180 days after the transaction, but she probably doesn't know that.

Neither eBay nor PayPal requires a seller to replace a damaged or lost item. The most that the buyer would be entitled to (even with a timely claim) would be a full refund.

I would just point out to her that eBay requires damage claims to be filed within 30 days. Express lots of sympathy but be firm. With a June 5 delivery date, you must be getting close to the limit for her to leave feedback (60 days after the transaction), so if she hasn't left it yet be especially careful not to antagonize her.

dhbookds · ‎07-26-2017

I don't get the 14 days, if she received the lamp on June 5.......even if you meant July 5, that would be more than 14 days?

I believe she only has 30 days to file an ebay claim........so it does make a difference......

partial*eclipse · ‎07-26-2017

@tellmemama wrote:
.... You are obligated to either file an insurance claim and refund the buyer or allow the buyer to return for refund. ...

The item was delivered on June 5, which is nearly 2 months ago. The buyer is no longer covered by eBay's buyer protection policy.

EDIT: The seller seems to have sold the item on June 29, so delivery probably was July 5 (not June 5). In that case, this is indeed a "return for refund" situation. Or the seller can refund without requing a return if the buyer has provided proof of the damage and the item isn't worth paying the return postage.

ersatz_sobriquet · ‎07-26-2017

I don't believe it arrived broken, I think she is lying. Buyers don't wait that long to open their packages. I sometimes do wait, I confess, but not on something glass. First thing a buyer wants to know if a glass item was purchased is if it broke in transit. Besides, if glass arrives broken you can hear it jingling around in the box without even opening it.

So one of two things happened here--she broke it since buying it--most likely, and/or two--she wants a discount after the fact of buying it because, well because it's so easy to get a discount on ebay after the fact!

And you are between a rock and a hard place. There's no escaping this. Ask for photos of the broken lamp, and hopefully she provides them.

Is it that Haeger black lamp you sold? If it is, at least the globe is an easy replacement. You'll have to partially refund. Your other choice is to take the entire thing back, and with the shipping charges on that I sure wouldn't want it back.

So yes, you're going to have to give her a partial refund to replace the globe whether it's fair or not, whether she's a liar or not.