Received return back damaged

[bestpricedeals247]

I sold a very large item (swimming pool tank with filter) it was about 42"x15"x15" that cost me $60 to ship and it sold for $329.99 I had free shipping on the item. The buyer waited until it got from Nevada all the way to Miami, FL to open a return due to "found it $30 cheaper". I offered him up to $60 refund on it if he would not return it because I explained that at the very least the box and item would likely get beat up shipping back and forth a large item that distance. He ignored my message until 5 days later and said he had already sent it back. I just go down to the post office and sure enough the box is ripped up to the point you can stick your hand through it, and I have only seen the top part of it so far which shows plastic broken off of the top (I'm assuming there will be more damage when I take it all the way out). He was telling me that he did me a favor by paying the shipping back, but I think he would have gotten a free return due to me being a top rated seller? Anyways I am just trying to figure out how to handle this situation now as I am already out the $55 I paid to ship it there, plus the $227 I made after fees and shipping, and I can't resell it now. I know I can't recoup shipping and what not but it says that I can deduct for damages. The item obviously wasn't damaged when he received it because he returned due to finding a lower price. To add insult to injury I had to walk this thing 2 miles to the post office and back. 

 

 

[buyselljack2016]

As a top rated seller you can deduct up to 50% for an item returned in condition other than ..............

[mtgraves7984 · Accepted solution]

@bestpricedeals247 

Yep. You've got one of the last seller protections left as a TRS who offers 30-Day Returns. You can deduct (up to) 50% of the item's price for receiving your item back in a devalued/damaged/destroyed condition. I'd offer that you use that protection. You can make the deduction at the Refund screen. Sorry this happened... all we sellers empathize.

[the_fancy_fox]

I’m surprised it made it back in as good of shape as it is.  That packaging is not adequate to ship across the country in let alone a return trip.

Usually the manufacturer  ships boxes like that in multiples wrapped in stretch wrap on a pallet. 

If your box won’t survive a 4’ drop to concrete or a tumble down the stairs, it’s going to be a toss up regarding if it will survive the shipping process. 

[albany_sellers]

This is why I would never dream of selling anything like that. It's just too easy for buyers to send things back completely destroyed while never having to face any of the consequences. At least half my returns come back just thrown into a box with no protection, this after taking more than the normal amount of care in shipping them TO the buyer. They can't even be bothered to use the bubble wrap or material you sent with it.

I keep waiting for eBay to arbitrarily decide I am using my protections too much, like they have no idea how careless and even spiteful some buyers can be when returning items. It's to the point I am actually astounded when something comes back to me even half way protected.

eBay really needs to have a pop up or something that the buyer has to click that they have read when they return an item, explaining that they need to package the item up to survive by filling to voids so that things are not bouncing all over the place for 1000 miles on the way back.

[mam98031]

Who supplied the shipping label?  Whomever supplied it is the one responsible if the item is damaged in shipment.  Meaning if the buyer purchased their own label, they are responsible.  If you sent them a return label, then the label says you are the shipper.

[iamalwaysright]

Ha, “found it $30 cheaper.” I’m pretty sure he paid more than $30 to ship it back to you.

[bestpricedeals247]

I paid for the shipping label through eBay using FedEx to ship it to them and then he used eBay return service to ship it back to me. The label says Priority RTN SVC and in the upper right corner it says "no postage necessary". He said he paid the return shipping but eBay says they do free return shipping for top rated sellers usually (not sure if something that big) 

[bestpricedeals247]

That's true, but I think Amazon and the company ship them out in the same boxes from what I've seen online so I was hoping it would be ok.

[bestpricedeals247]

Thanks, I also noticed there's a gauge that's supposed to go on the upper black part that is missing from the box. I hate to deduct anything just feeling it's not worth the negative feedback.  I'm guessing he's not going to be happy about it if I do that and will probably say that it was due to the shipping. Although I can see that the guage is also missing and appears it had been opened from my original taping. So am I protected from negative feedback on that or if I withhold anything is it likely it will just be overridden if they claim return shipping damage? 

[iamalwaysright]

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@bestpricedeals247 wrote:

...but eBay says they do free return shipping for top rated sellers usually (not sure if something that big) 

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What?? Where are you seeing ebay saying this? If so, then why the expletive has ebay been charging me hundreds on return shipping for all the returns I get? That would be a HUUUUUUGE benefit for being TRS.

Screenshot please

[44012]

I do not believe there is any such thing as eBay free return shipping that eBay pays for.

You, the seller are charged for the return shipping, when you, as a seller, offer free returns.

At least I was charged.

[fern*wood]

My response is based on my experience with a similar return last year.  Since ebay changes processes without informing us many times, who knows if it still works the same way.

Since you have a return policy for remorse (which sounds like the reason used by the buyer) and the buyer pays for the return shipping.  They were required to do this per your policy.  You are correct that you will lose the initial shipping since you offered free shipping.

The return was not received back in the form you sent which harmed the resale value, so you need to report this buyer.  Since you are a TRS with a 30 day return policy, you qualify for the limited protections for a faulty return.  You can deduct up to 50% of the sale price, and if you receive bad feedback, it should automatically be removed (mine was). 

[sextons-sweet-deals]

Just tossing this out there because large items that are expensive like this with free shipping are always a target for scammer / scum.

Are you sure the buyer didn't just swap their broken one with yours or just took parts off that they needed?

This buyer could even be a dealer in Florida. I just say that because if they are in Florida, there should be plenty of pool dealers nearby. 

sorry, this happened to you. 

[luckythewinner]

The item obviously wasn't damaged when he received it

IMHO that is pure conjecture on your part.