Buyer claims shipping damage, wants to return some of product for full refund

[efreel13]

I sent 3 bottles of supplement USPS 1st class.  I taped each of the bottles closed, wrapped tape twice around, then wrapped each bottle in a gallon plastic bag, double wrapped that in tape, then I placed all 3 bottles in another bag, double wrapped and taped that, then taped the whole thing 3 times, double wrapped that in a bubble mailer taping 3x around the package.  

The buyer claims the bottles were open and pills were loose in the package.  There is quite literally 0 chance this happened.  It would have required someone cutting through 12 layers of packaging after crushing the bottles.  There wasn't a centimeter of space for ANYTHING to be loose in.  Even if one of the bottles opened, the contents would have to escape 3 layers of bags and tape.  She claims 2 of the bags were open and pills were loose.

I asked her to upload photos of the damaged product and packaging.  She claims she threw away all of the packaging and all of the loose pills, but wants to send back the rest for a full refund.  

She can't prove the damage, is keeping some of the product but wants all of her money back. 

What are my options? 

[aquajoe07011]

Your best option is to send her a return shipping label and have her return ALL of the items for a refund.

[efreel13]

She does not have ALL of the product.  If she did, I would just take it back and deal with it.  She claims she threw away half of the pills, along with all of the packaging because they were loose.

[green-night]

I sent 3 bottles of supplement USPS 1st class.  I taped each of the bottles closed, wrapped tape twice around, then wrapped each bottle in a gallon plastic bag, double wrapped that in tape, then I placed all 3 bottles in another bag, double wrapped and taped that, then taped the whole thing 3 times, double wrapped that in a bubble mailer taping 3x around the package.  

Good lord.

[efreel13]

Like I said 0 chance anything escaped.

[green-night]

Why didn't you just ship in a box?   That package sounds like it would have been a nightmare to open.

[efreel13]

Too late to worry about that now and it doesn't change the fact that there was no possible way for them to escape the bottles...  These were Juice Plus+ capsules, not magical Houdini pills. 

If the buyer "threw away" half of the product and wants to return what is left for a full refund, what are my options?

[green-night]

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@efreel13 wrote:

Too late to worry about that now and it doesn't change the fact that there was no possible way for them to escape the bottles...  These were Juice Plus+ capsules, not magical Houdini pills. 

If the buyer "threw away" half of the product and wants to return what is left for a full refund, what are my options?

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I'd tell her that since she threw 1/2 the product that she can't return it now.   If she opens a return, then I'd call eBay and ask them to close the return based on the messages she sent you.   Who knows if that will work but it might and I would at least try that first.  

Of course the buyer can also possibly turn to Paypal or their credit card so even if eBay decides in your favor you aren't out of the woods yet.  This might be a situation where eBay gives the buyer a courtesy refund. 

[efreel13]

Ha.  I just told her if she cannot return all of the product, I cannot issue a full refund. 

Now she suddenly has all of the pills in a bag and wants to return them.  Maybe these are magic pills.

I think she bought these, wanted to try them, tried to keep some, changed her mind and now I'm having to pay shipping to get a used product back.  What a piece of work. 

I rarely sell on ebay but this makes me feel really bad for full time sellers.  People are total a-holes.

[green-night]

Yeah, that stinks.  I've sold for years but it doesn't feel any better getting screwed over now like that but I guess you do get more used to it. 

I wouldn't do anything right now.  If she does open a return I would call eBay and ask them to look at the messages between the two of you and ask they close the return.  It's probably a long shot but I'd at least try. 

[jeannicho22]

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@green-night wrote:

Yeah, that stinks.  I've sold for years but it doesn't feel any better getting screwed over now like that but I guess you do get more used to it. 

I wouldn't do anything right now.  If she does open a return I would call eBay and ask them to look at the messages between the two of you and ask they close the return.  It's probably a long shot but I'd at least try. 

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Probably what I would do as well.

[efreel13]

She has already opened a return request.  She did that before contacting me.

[orangehound]

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@efreel13 wrote:

She has already opened a return request.  She did that before contacting me.

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Just glancing at your listing for these, I assume that your photographs are of the actual items - sealed packages.

If so, yeah, the buyer has used the product.

Since (a) you do not accept returns, (b) the buyer indicates in their messaging that they have thrown product away - the equivalent of "using" the product, and (c) you are an occasional seller who can risk a single seller defect .... if I were you, I would protest the return with eBay by calling eBay to see if I could get a customer service agent to close the return.  The Buyer is using the Money Back Guarantee to try to return an obviously used product.

It is worth the chance  ... worst case, eBay forces the return, and then you appeal the decision hoping that eBay will give you a complimentary refund.

[je_58140]

Ok, I'd like to know about sending return labels. My item description says buyer assumes costs of shipping a return item, but I still want to be protected and be able to send a label myself just in case.