From what you have described, we likely placed the case on hold for 5 days to receive supporting documents that the items were hazardous to ship. This is a standard process for damage claims on items that would often times not be accepted by USPS for a return due to the potential for further damage or harm to package handlers. While I can't say if any photos were provided as this kind of information may be provided directly to customer service and not through the case, since the return has been authorized it would appear that we did not get confirmation that these were hazardous.
I want to highlight that in these circumstances, the damage claim would be still warrant a return of the item. When the buyer reports an issue with what they received, we compare their description of the item to what you described in your listing. If there is a discrepancy, then we will seek to reverse the transaction. Additional documents would typically only be pursued if we were considering a resolution that did not involve a return of the item to you. Lastly, there are times where we receive supporting documents from a member in a case, but we are unable to share this with the other party.
Touch base with us when you receive the returned item and let us know if you have any other questions or concerns!
trinton@ebay wrote:
estella5624 wrote:
I have received a message from a buyer letting me know that their item was received damaged. The buyer says the box is damaged and the plates are shattered.
I am receiving conflicting information on how to deal with this. Does the buyer need to send the product back to me? An Ebay representative told me to have the buyer return the item by selecting "Arrived Damged" from the drop down menu and that Ebay will send the buyer a shpping label. Others are telling me that pictures will suffice.
Does anybody have some advice on how to handle this and what the process is for filing a claims with USPS?
Hey @estella5624, happy to clarify next steps for you. I wanted to first clarify that considering the item material and the damage, this would likely be considered hazardous to ship back. In relationship to an insurance claim, if you would like to pursue coverage through your courier we would ask that you refund the buyer as soon as possible. Insurance investigations can take quite some time and they are ultimately for your protection. The buyer would need to have their concerns resolved by their seller.
If for some reason the buyer does not cooperate with the investigation and your claim is denied for that reason, we have protection options for you at that time. I cannot speak for your courier or the specific insurance claim, but I have heard that photos are commonly enough for the investigation. You will need to contact USPS for more details on this.
I received a message from Ebay today indicating indicating the case was decided in the buyer's favor. This was done despite the case being put on hold on July 15th for 5 days while Ebay awaits photos from the buyer. The buyer never submitted photos. In addition, the Resolution Center indicates that a return request was initiated today, July 21, 2017.
I spoke with a customer service representative at Ebay this morning and was told that a return label has been issued to the buyer and that I will need to wait to escalate this case until after I receive the plates.
I have been asked in previous conversations with an Ebay customer service representative if I thought this was fraud. I would not respond affirmatively at that time.
On July 7, 2017, the buyer increased the quantity on this listing from one to five. This is the same day the same buyer received the plates I sent her.
The customer service representative I spoke with this morning tells me that this fact is not and will not be taken into consideration when decisions are made.
I have a full schedule today. Monday I will file a report with the police department in Lake Elsinore, CA and the United States Postal Service.
Why did Ebay decide in the buyer's favor when the buyer clearly did not do as she was requested?
And what should I do now?
