Buyer wants to return broken items bought Sept 7 today Oct 12th

[willowrockcountrystore]

4 ornaments, 2 broken. Buyer bought Sept 7th, emailed Oct 9th. Has not returned item, has not started claim. I packaged very well, they were all packaged in their own box and I also packaged in box. They have had these ornaments for over a month now, anything could have happened. But now she wants to return them because they are broken. 

Does she have a claim? 

Any suggestions. Thank You

[corvettestainless]

Buyer has 30 days from the date of 'delivery' and with paypal, they have 180 days... to open a returnf

Over 30, they cannot open a return for refund on ebay (well, they can, but you can decline)

[donsdetour]

On eBay they have 30 days after estimated delivery. PayPal is more and credit card is even more time.

If they open a case with any of the above with in the time limits you will most likely lose.

You need to keep such in mind to decide on how you deal with this.

[rebell45]

The buyer has 30 days to file a Not as Described or Damaged case from when they received the item. You could offer her a partial refund for the 2 broken items or wait until they open a case. If they do open a case, you will have to decide if you want the items back or if you just want to issue a refund. Since you are a TRS you also will have the option of issuing a partial refund, if they open a case.  It all depends on how you want to handle it. Personally, I would offer her partial refund.  Otherwise you will have to pay return shipping and end up with a mark on your record.

[willowrockcountrystore]

Buyer paid $137 for 4 ornaments, with tax and shipping. If it was $20 I would just refund. ahhhh. Just don't know what to do. I don't want a negative right before Christmas sales. I can refund half of auction price but buyer will have to return items. I just don't know. It's a set of 4 so she probably will want full refund. 

[glorybells]

Since you’re a TRS, if she returns for a refund, you can withhold up to 50% of the refund for damages that she may have caused after receiving them.

If she opens a case with eBay, it shouldn’t count against you at all, since you’re outside the return time frame, and if you handle the situation without eBay having to step in, it doesn’t count against you either.

If she opens a return case with PayPal, she has to pay return shipping.

[corvettestainless]

You have 10000+ feedback number; don't worry about a neg; people seldom look and if they know enough to look, they know enough that 1 neg is not bad. 

You can email them and ask why it took a month for them to just now notice a breakage problem? If you like the story, can ask them what they want. If you want to refund partial and buyer agrees, then you can do that. 

[sextons-sweet-deals]

You have to assume that after a delivery, the buyer is going to open the package to inspect. Why would anyone let a package sit for weeks and not open? If they did not have an issue then, why 30 days later? 

Did they send photos? I would let them open a case. This way everything is documented for eBay to review communication.

that 30 day policy and 180 policy make no sense. Another reason I don't accept returns in my listings. 

[sextons-sweet-deals]

one negative will not hurt you. You can respond to their feedback and you can do a follow up on the feedback you left them.

[willowrockcountrystore]

tiny piece but brokenbottom stand broke

[willowrockcountrystore]

Thank you everyone. I will have ebay handle it. I just don't like negatives. This is my full time business now. Try to do my best with everyone and I normally just refund without question. But this one seems iffy. Doesn't sit with me well. 

THANK YOU THANK YOU. 

[corvettestainless]

Have ebay handle what? They don't 'handle' anything.. buyer opens 'return/refund' case, and you respond accordingly.

If you don't respond, buyer escalates and ebay refund and slaps your hand for not taking care of your customer. 

[willowrockcountrystore]

That's what I meant. I will respond honestly. I'm not going to ignore it. I will have buyer go through a claim, and go through the ebay channels, provide photos. thank you. 

[glorybells]

eBay doesn’t have a buyer provide photos.  Best case scenario, eBay automated system realizes it’s over 30 days and just gives buyer canned response “contact seller “.  Worst case scenario, eBay allows the case, gives you 3 days to either provide a return shipping label or refund without requiring the return.

[donsdetour]

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@sextons-sweet-deals wrote:

You have to assume that after a delivery, the buyer is going to open the package to inspect. Why would anyone let a package sit for weeks and not open? If they did not have an issue then, why 30 days later? 

Did they send photos? I would let them open a case. This way everything is documented for eBay to review communication.

that 30 day policy and 180 policy make no sense. Another reason I don't accept returns in my listings. 

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No returns does not mean NO refunds. Just saying.

No statement on a sellers description will out do eBay's buyers guarantee.

It means that you will refund if eBay decided with out return.