Buyer request to return an item that got broken after it was delivered

[bassett]

One of my buyers received a crystal figure and  left positive feedback stating that it arrived in perfect condition. The buyer emailed me a few days later to say that an ear fell off of the figure while she was cleaning it and she would like to return it.

Prior to winning this item, the buyer mentioned in a message that she had bought the exact same item for a very low price on ebay and the ear had fallen off of that figure.

It sounds to me like she is trying to send me the broken one that she bought previously. I wrote her back and suggested that she open a dispute through Ebay. 

What are my responsibilities as a seller?  Is it likely that I will have issue a refund?

[greencastleor]

Don't tell her to open a dispute through eBay, that will impact your seller metrics. 

I personally would tell her that it is misfortune that the item broke while cleaning it but that given its fragile nature, better care should have been taken if attempting to clean it. 

You don't have to accept a return for damages a customer does on their own accord unless you really felt like it. 

If she does try to dispute it, you may be forced to refund if she tells lies. 

You are responsible for getting it there safely and accepting returns, if you had that option enabled when selling. No need to refund or accept a return when the customer damages an item themselves for not taking proper precautions.

[bassett]

Since I wrote this post, the buyer has filed a Return request. I don't see any way to decline the return based on the information I provided in the initial post. Is there anything I can do?

[postingid2017]

Were her messages through eBay?  If so, you may have a chance to dispute it.  The first message and the one where the buyer stated "the ear broke while cleaning it" may help.

[bassett]

Her messages were all through Ebay. I have the one where she told me about buying the same item for a low price on Ebay and the ear falling off of that one. Then the message stating that the ear fell off of the one I sent her while she was cleaning it.

Now that she has issued the return request, what is the process for declining the return? What do I do if she just sends the item back to me on her own? In her return request, her comment says "doesn't seem authentic", but there is a company logo stamped on the body of the figure.

[phcd1]

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@bassett wrote:

...What are my responsibilities as a seller?  Is it likely that I will have issue a refund?

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NEVER suggest a buyer open a dispute or case through eBay, eBay is not your friend. What's done is done now. You will most likely end up with a SNAD claim and will either have to 1. Refund 100% including the original shipping and let her keep the item, 2. PAY to have the item returned to you and Refund 100% including the original shipping, or 3. Offer a partial refund (which is most likely what the buyer is expecting you to do. Most would suggest "Return for Refund" and refund once you have it back. You between a rock and a hard place if the buyer opens a SNAD case. Its your choice on how you want to handle it. Do you want to pay return shipping to have a earless crystal figure back?

You can try this, it sometimes work. Send an eBay message like "Dear Buyer, I'm sorry for the damaged item however are you sure it is my item I sent you? You recently told me that you "had bought the exact same item for a very low price on eBay and the ear had fallen off of that figure" also, is it possible you may have gotten my item confused with that one? If not, please send me a picture of BOTH crystal figures together in the same picture with the broken ears along with a picture the two ears together and we'll go from there".

[robot-hands]

A case will not imapct your metric at all.

Call CS and have them read the messages between the two of you. It is obvious that the customer broke the item since they admitted to it.

Make sure you only speak to USA based CS reps. 

[phcd1]

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@bassett wrote:

...Now that she has issued the return request, what is the process for declining the return? ...

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You can't.

You can try what I suggested or try calling eBay have them look at the messages and ask them to close the case in your favor (because the buyer damaged it) right then and their while you're on the phone with them. Try and get a US rep.

BTW, cases have no bearing on your metrics. Only unresolved cases. Do NOT let the case timeout.

Good Luck.

[bassett]

Thank you, I will give Ebay a call. I feel certain that she is trying to send me the broken item she purchased elsewhere for a lower price. She claimed in her refund request that she barely touched the figure and the ear "just fell off" . She said the exact same thing in one of her earlier messages when she told me about the other duplicate figure she bought and the ears fell off.

This same buyer cancelled 2 other auctions yesterday because I wouldn't negotiate a deep shipping discount.  Very frustrating.

Thanks for all of the responses, I appreciate the help..

[lynnscollectiblesnstuff]

That is not a valid reason to renig on a bid. The time to negotiate a shipping discount is before bidding. Report the Buyer

[postingid2017]

She should be blocked also as she may have found other "replacements" with you.

[tarpedge]

Policy overview

You must return an item in the same condition as it was received, not used or altered in any way. You must also include, in the same condition as it was received:

[knode89]

Yes, call CS and have them look at the emails between the 2 of you and be sure you specify to them the comments about the ear on the other item and the feedback that she did receive the item and it was fine a few days before.  They should be able to resolve in your favor.  No guarantee though since this is Ebay.

[bassett]

I spoke with Ebay and they reviewed the messages and agreed to close the case. They told me to let the case expire in a few days and to call back then to close the case out. I have blocked the bidder and cancelled an outstanding bid that she had on another one of my items. I'm not sure if there is anything I can do on the 2 unpaid items since I selected the Cancel Order option and selected the option where the buyer requested the cancellation. 

Thanks again for all of your help!

[phcd1]

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@bassett wrote:

I spoke with Ebay and they reviewed the messages and agreed to close the case. They told me to let the case expire in a few days and to call back then to close the case out. I have blocked the bidder and cancelled an outstanding bid that she had on another one of my items. I'm not sure if there is anything I can do on the 2 unpaid items since I selected the Cancel Order option and selected the option where the buyer requested the cancellation. 

Thanks again for all of your help!

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NO!

Do not wait. Have them close the case while on your on phone. EBay CS Reps tell sellers what they want to hear. If they agree with you, there is no reason they can't close it while your on the phone. If you have not received an email that the case has been closed in your favor, they are blowing smoke. If that CS Rep won't do it right here and now, thank them for their time and call back.