eBay customer service

[lakelegs]

Let me start by saying I have excellent feedback most of which compliments my packing! That being said I sold an item vintage steam gauge  ( I have sold several of these in the past with excellent packing comments) I gave the customer a $30 discount as he had put in my offers below my listing price prior and I felt he truely wanted the item. He had the option of insurance as they all due I charge exact shipping price. He reports the item damaged after 5 days of receiving it, sends me a picture which appears the item is dirty possibly paint on the item I’m not sure what it was. I contact eBay because after messaging me asking for a full refund he put in for a return, they actually told me to except the return and it would fall under “MY SELLER PROTECTION “ and EBAY would cover the cost! She walks  me through the process! I specifically asked will this affect my account? Oh no mamma it will not you won’t have to pay eBay will, I REPEATED the question several times and she still insists I asked her to look at the picture because if had been damaged because of poor packing which was his claim would you not thing the 12 inch piece of glass would not be damaged as well??? Completely in tact! Now I’m being held accountable for the refund money, I don’t say this lightly the eBay member deceived me  100% ! I am being held responsible she told me under my “ sellers protection “ eBay would cover the refund! It’s recorded so they can listen to that conversation. I then call this am when I noticed the amount IS BEING held against my account and the way the eBay rep treated me was absolutely appalling he yelled at me, accused me of not listening to him and transferred me to another person in shipping that verified the original person I spoke to did not give me the correct information! I’m not protected I now have to put a claim in with the postal service on my own. 
I know I packed the item very well! 
I am beyond disappointed in eBay customer service help! I wanted to make other sellers aware I guess it doesn’t matter how hard you try to be a great seller!! Would like some feedback and opinions.

thankyou in advance 

[albertabrightalberta]

"He had the option of insurance as they all due I charge exact shipping price."

You can't give buyers the "option" of insurance. Insurance is for YOUR protection as the seller and if that's in all your listings, you need to remove it. If you want protection, add the cost of insurance to your shipping prices.

"He reports the item damaged after 5 days of receiving it, sends me a picture which appears the item is dirty possibly paint on the item I’m not sure what it was. I contact eBay because after messaging me asking for a full refund he put in for a return, they actually told me to except the return and it would fall under “MY SELLER PROTECTION “ and EBAY would cover the cost!"

If the buyer opened a NAD (not as described) claim for damage, your seller protection doesn't help you. You're expected to deliver items "as described." 

If CS told you to accept the return, that was correct. But if they told you you'd have protection against a NAD claim (false or true), they were wrong.

@lakelegs 

Your item may have been packed well. It may or may not have been broken but if your buyer saw your no return policy, they may have assumed they needed a reason to return it if they changed their mind. 

The bottom line is that for a NAD claim, you WILL refund and the refund will come from your account, whether you do it voluntarily or not. 

[lakelegs]

He requested the return, buyer states damaged when received not because it wasn’t as described correctly 

my thoughts are it was possible dropped after it was unpacked 

I packed just like I pack all my items 

Thank you for you feedback greatly appreciated 

[lakelegs]

When I called back this morning I requested they listen to the recording of the conversation as to what the eBay member told me, the person I spoke with said she would definitely make notes to do so. 
they also asked me to fill out a buyer report in which I did as well 

I have done returns in the past as a gentleman was confused on an item and message me I returned his money and had him keep the item 

there was also an issue with shipping the ( not an error on my end ) person did not want to wait I refunded him as well I don’t have a problem helping people 

non of the information adds up on this particular action if it’s was damaged in shipping no doubt the glass would have been damaged as well as the solid brass 

[stainlessenginecovers]

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@lakelegs wrote:

He requested the return, buyer states damaged when received not because it wasn’t as described correctly 

my thoughts are it was possible dropped after it was unpacked 

I packed just like I pack all my items 

Thank you for you feedback greatly appreciated 

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@lakelegs if it arrived 'broken' and it was NOT DESCRIBED as broken, then it's "Not As Described" (NAD). Same thing

[stainlessenginecovers]

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@lakelegs wrote:

When I called back this morning I requested they listen to the recording of the conversation as to what the eBay member told me, the person I spoke with said she would definitely make notes to do so. 
they also asked me to fill out a buyer report in which I did as well 

I have done returns in the past as a gentleman was confused on an item and message me I returned his money and had him keep the item 

there was also an issue with shipping the ( not an error on my end ) person did not want to wait I refunded him as well I don’t have a problem helping people 

non of the information adds up on this particular action if it’s was damaged in shipping no doubt the glass would have been damaged as well as the solid brass 

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@lakelegs a rep listening to a recording means nothing. It was broken. Your word against the buyer. Buyer will win and on top of it, you will be out the Final Value Fees if you don't 'approve' and refund and ebay has to do it for you. Doesn't matter WHAT someone on the phone told you.

[caldreamer]

The only time EBAY would pay for damages is for international shipment through EIS.   Otherwise, seller is always responsible is item is lost or damaged.  Seller would then file a claim with USPS (unfortunately they usually don't pay on damage claim and require all packaging so they can inspect it). 

[jerseyboymusic]

@lakelegs 

You say "He had the option of insurance as they all due I charge exact shipping price. " Nope... insurance is on the seller. It's for your protection, not the buyer's. Buyer's protection is the Ebay MBG