Buyer wants to return item as "Damaged"

[usbe_t8dfv]

I sold a computer monitor and the buyer claims that it is damaged.  There was no damage at the time of sale and I have multiple pictures showing this on the listing. Now the buyer wants a return because it is claimed there is a dent on the screen. I know this damage was not caused by me or present when I shipped the item. The item sold for under $100 so is eligible for fedex's insurance program. Should I ask the buyer to file an insurance claim for this?

[lintbrush*]

Although the item may not have been damaged when you packed it, it could've been damaged during shipping.  You are still the responsible party.  If any claim is to be filed, you need to do it.  You can ask for their cooperation and perhaps some pictures.  Ask them if the outside packaging was damaged.   Hopefully they'll work with you.

Put on your buyer's shoes for a moment.  If you ordered something and it was damaged when you received it, wouldn't you expect the company to make good on it?

[ed8108]

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@usbe_t8dfv wrote:

 Should I ask the buyer to file an insurance claim for this?

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If & when your buyer opens a request as  item not as described, you will need to accept the return, buyer receives a return label and you refund I believe it's now within 2 days after receipt.

[usbe_t8dfv]

Thank you for the advice, and I understand where the buyer stands on this. I am messaging the buyer and hoping that they are as cooperative as I have been, and to ask for the info you suggested.

Thanks.

[lex-talon]

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@usbe_t8dfv wrote:

I sold a computer monitor and the buyer claims that it is damaged.  There was no damage at the time of sale and I have multiple pictures showing this on the listing. Now the buyer wants a return because it is claimed there is a dent on the screen. I know this damage was not caused by me or present when I shipped the item. The item sold for under $100 so is eligible for fedex's insurance program. Should I ask the buyer to file an insurance claim for this?

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You can ask the buyer for pictures if you haven't so already. Unfortunately, during the shipping process, items can be damaged. If I received an item that was damaged during shipping, I'd want the seller to responsible for it. Wouldn't you as well? Accept the return, send the buyer a return label. Refund the buyer when you receive the item back.

[sam9876 · Accepted solution]

The buyer is probably fishing for a partial refund, which is a scam.

[sam9876]

"You can ask the buyer for pictures"

And the buyer doesn't have to provide them.