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. 

 

 

[fern*wood]

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@luckythewinner wrote:

The item obviously wasn't damaged when he received it

IMHO that is pure conjecture on your part.

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If it was damaged when received, then they weren't too smart to file a remorse return rather than not as described.  IMHO

[aproudparent2010]

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@bestpricedeals247 wrote:

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.

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You can deduct 50% but if buyer doesn't like that they can open a case to get the rest back.

Just had it happen where a buyer only send back 1/2 of the items I sold them so I only gave 50% refund and they opened a case with eBay and got the full refund anyway

[luckythewinner]

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@fern*wood wrote:

If it was damaged when received, then they weren't too smart to file a remorse return rather than not as described.  IMHO

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"Not too smart" would be a good description for the behavior of both buyers and sellers in a vast number of posts that I have read here over the years.

I have bought my pool filters online for years and the boxes are often battered and damaged, but it would never dawn on me to consider that "not as described".

[soh.maryl]

Am still back at wondering why you would offer F/S at such a large item.  

He states he found it cheaper elsewhere? Did he think he had to damage it in order to get a refund -- for a bogus reason?  

[soh.maryl]

Especially when the buyer admitted that he found it elsewhere cheaper, so you have to wonder whether the damage was deliberately incurred so that he would be guaranteed to get a refund.  

[krazzykats]

You will be billed (charged) for that return label through eBay. 

Check for it today as I just received a credit for paying too much on something.  😀

Seller Hub | Your financial summary | eBay

[retro_entertainment_collectibles]

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@the_fancy_fox wrote:

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. 

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Exactly.  When one buys most anything it has ample molded Styrofoam protection and there is simply no way around that with heavy items. You can put foam block's, foam peanuts on and on and they will simply "craze" the box as the weight shifts.  With heavier items the molded Styrofoam IS the container, the cardboard around it is a sleeve and in no way other than keeping the foam bound in shape does it serve any purpose in protection.

Standards in shipping are a minimum of 4 inches of "Proper" protection all the way around whatever is shipped.  Heavier items prone to shifting its 6" to 8" every side, top and bottom if going through normal shippers, UPS, FedEx, USPS etc.  Freighting services can be different, they may require a pallet with strapping or a stretch wrap plastic over the entire thing atop the pallet.

If I were to ship this at that price, probably not worth my while.  I'd have to go to Home Depot and get a 4x8 or two of heavy thick insulation board building out the square for a box and then using pieces to create 90 degree holding brackets with a glue gun and those then need be backed by very strong molded 90 degree cardboard pieces.

[stainlessenginecovers]

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@bestpricedeals247 wrote:

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) 

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@bestpricedeals247 There is NO FREE shipping on a Return. EVER!

a.) Either the Seller Pays (if either offering 'free returns') or if buyer opens a "Not As Described" return case (in both cases, ebay will charge YOU once label is used, shows in 'Fees') 

b.) or the Buyer Pays (is deducted from the refund BY ebay when seller refunds) if listing shows 'returns accepted, buyer pays'- which is set up by YOU, the Seller). 

You can deduct as stated, up to 50% if returned in 'less than' condition (box does NOT count) if you accept returns (shows on listing) and are Top Rated. 

[broto_64]

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@bestpricedeals247 wrote:

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? 

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What to do if an item is returned used or damaged

Once you receive the item back, you need to refund the buyer. However, if the item has been used, altered or damaged, it may be appropriate to deduct an amount from the buyer's refund to cover the loss in the item's value.

If the return is eligible, you'll see the option to deduct a specific amount or a percentage when you refund the buyer through the return request. Once you've sent the refund, we'll keep the return open for up to 10 days so that we can help the buyer if they ask us to step in, but because you're protected there's nothing more for you to do.

See our seller protections for full details of eligibility and how we protect you in these situations. Keep in mind that you're not eligible for fee credits when you deduct from the buyer's refund for a return that was used, altered or damaged, and you’ll no longer see this option if eBay steps in to help with the return.

How to deduct from the buyer's refund when the item is returned in a different condition

If you qualify to deduct an amount from the buyer's refund:

1. Find the item in your Returns dashboard.
2. Select Report Problem or Refund Now and enter the reason for the deduction.
3. On the next screen, select the percentage you want to deduct from the refund amount (see our guidelines below).
4. Add a comment explaining why the refund isn't full.
5. Select Refund now.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115#sect...

Also, having reported the buyer any feedback left by the buyer will be automatically removed by ebay within 24 hours.

[mam98031]

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@bestpricedeals247 wrote:

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) 

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Ebay does not do "free return shipping for TRS".  Not unless this is a brand new policy.  

If the buyer used the label you provided through Ebay, then you are the shipper and you will be charged for the shipping, so watch your Managed Payment account.

If the buyer purchased the return shipping, then they are the shipper.  You should be able to tell the difference on the package you received back.  The label if the buyer bought it would be different from the one provided through Ebay.

Was there insurance on the package?

[mam98031]

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@fern*wood wrote:

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). 

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Keeping in mind that Damaged during Shipment and Damaged by the buyer are two completely different things.  Damaged in shipment is considered the responsibility of the shipper.  So the OP needs to first figure out who the shipper was, which is why I asked if they used the label they provided them for shipment or was it ship back via the buyer paying for the shipment.  The OP should be able to tell by the return label on the package.

I also asked if there was any insurance on the package.

[mam98031]

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@aproudparent2010 wrote:

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@bestpricedeals247 wrote:

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.

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You can deduct 50% but if buyer doesn't like that they can open a case to get the rest back.

Just had it happen where a buyer only send back 1/2 of the items I sold them so I only gave 50% refund and they opened a case with eBay and got the full refund anyway

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That is not correct if the item was damaged during shipment.

Your situation was different than the situation the OP has.

Here are some guidelines to help you determine how much to deduct from the buyer's refund.

Condition of return	Refund deduction guidance
Excellent condition: Unused, undamaged, or unaltered All items included in the original package Factory or vacuum seal must not be broken/opened (if applicable) Original tags included & attached (where applicable) Must include provided certificates of authenticity, grading, or appraisal	No deductions
Good condition: Missing original packaging Factory or vacuum seal is broken/opened, but the item is still in its original condition Original tags included but unattached	5%–10% deduction
Fair condition: Missing parts Some signs of wear or use Item has been installed Item has been registered or user has not logged out of the device's account, and it cannot easily be set back to factory settings Original tags missing	15%–30% deduction
Poor condition: Significant signs of wear, or significantly different than how it was shipped to the buyer Missing essential parts Item is damaged, scratched, defective, or requires service or repair  Missing provided certificates of authenticity, grading, or appraisal Opened items that cannot be resold (perishables, liquor, makeup)  Sold multiple items but the buyer didn’t return all of them	35%–50% deduction

[mam98031]

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@stainlessenginecovers wrote:

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@bestpricedeals247 wrote:

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) 

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@bestpricedeals247 There is NO FREE shipping on a Return. EVER!

a.) Either the Seller Pays (if either offering 'free returns') or if buyer opens a "Not As Described" return case (in both cases, ebay will charge YOU once label is used, shows in 'Fees') 

b.) or the Buyer Pays (is deducted from the refund BY ebay when seller refunds) if listing shows 'returns accepted, buyer pays'- which is set up by YOU, the Seller). 

You can deduct as stated, up to 50% if returned in 'less than' condition (box does NOT count) if you accept returns (shows on listing) and are Top Rated. 

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I posted the guidelines from Ebay for reducing the refund for a buyer.  It says nothing about damaged in shipment, so this option is not available per the policy.  That is not to say some sellers wouldn't do it anyway, I'm just trying to say per the policy it isn't an option.

Also whomever the shipper is, is responsible for damage in shipment, also per Ebay.  So if the buyer used the seller's shipping label, then the seller is the shipper.  If the buyer actually did purchase their own label and return the item, then it is on the buyer.  The OP should be able to easily tell which one it is by looking at the label on the package.

[mam98031]

That is not referring to damaged in transit.  It is talking about if the buyer damaged the item and then sent it back to you.

[aproudparent2010]

Nope, had Lego set I got that was missing pieces. I sent it back and seller only refunded 50% and I had to open case with eBay to get rest of money back