Sold item broke in sellers possession; she wants full refund

[takamatsuw]

I sold a necklace to a customer and it broke after she received it. She wants a full refund and I feel that’s unreasonable. What are my obligations as a seller in this situation 

[donsdetour]

what is the item number??

How much was this item??

Expectations of an item being able to hold up are realistic by the way. Even with used items.

[lakefor94]

You are not obligated to do anything unless the buyer files a return case with eBay.  Has that happened?  If so, what was the reason the buyer selected for the return? 

[terrycece62]

Buyer has 30 day eBay guarantee

She can return item for a full refund within that time 

When did the buyer receive the necklace?

Do you want the necklace returned to you?

If buyer files a claim within 30 days claiming item is faulty eBay will refund her

Has the buyer sent proof of the necklace condition?

[terrycece62 · Accepted solution]

@lakefor94   is correct you do not have to do anything unless buyer files a claim with eBay

[takamatsuw]

The buyer couldn’t figure out how to file the claim so I refunded her money.  She left some blistering feedback but that’s okay.   I have 1100 positive reviews and one negative. Thank you for your help!

[takamatsuw]

Thank you so much. I suggested she file a claim but she was unable to file the claim online so I refunded her money.  I can live with the horrible feedback she left. 

[wrong66]

Buyer does not have to send proof. They aren't required to send anything.

[wrong66]

You let her keep the item?

[katzrul15]

All that for a $20 locket??

BBL, BBL, BBL, BBBBBBBBBBBLLLLL

I would report this Buyer from the transaction view.  Buyer states in FB that SHE broke it.

After reporting the Buyer, reach out to e-Bay for Business on Facebook and ask them to remove this FB.

eBay for Business - Home
https://facebook.com/eBayForBusiness

[takamatsuw]

Thank you.  The item is 26-09041-14401.  It’s difficult to determine if metal will break in the future.  If you you test vintage jewelry too vigorously it will all break. She wasn’t able to file the claim so I gave her a full refund.

[lamber9347]

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@takamatsuw wrote:

Thank you so much. I suggested she file a claim but she was unable to file the claim online so I refunded her money.  I can live with the horrible feedback she left. 

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@takamatsuw This right here, a seller who understands one negative will not ruin her or force her into the cow pasture. I'm usually not in favor of replying to negatives either but your response was perfect. No hostility, no exclamation points, no calling the buyer names in retaliation, just the facts ma'am....

Kudos to you as a good seller and a professional seller. Vintage jewelry can easily break in one's hand, happens to me and I sell vintage jewelry. Twice I've had vintage clip-ons break in my hands as I was placing them into a box to ship- twice. You did good and your attitude about it is perfect. Best of luck to you.... 

[fern*wood]

Personally I understand wanting rid of this, but ebay makes it very easy to file a return, so I can't understand why they stated they couldn't figure that out.  I hate you refunded without going through the process.  

[varebelrose]

Sounds to me like a buyer who has abused the MBG to the point that eBay no longer allows them to file cases. I would have refunded only if they filed a case and returned the item. If this did not go thru the MBG system, you are still on the hook for the fees as well.

[takamatsuw]

Yes she kept the item; she asked me to pay return postage so I just asked her to keep it.