Buyer wants to return "Damaged Item" but pictures show item is not damaged

[2001p_79]

Hi! I'm new to refunds on eBay so apologies if something should be obvious to me.

A buyer recently wanted to refund one of my items, and the description of the return says the item is damaged, but the pictures only show the box was damaged in shipping and not the item itself. They also claimed my listing was deceptive, but I was clear as to what it was in both the title and description. eBay isn't giving me the option to decline the return, even though I said no returns. I even have a video of me shipping the item in good condition in case this happened, but priority mail only covers $50 insurance. I doubt USPS would even give me a dime since only the box  was damaged. 

What can I do?

[alcoforever]

You reply to the case "return for refund."   You send the buyer a prepaid return address label.   Refund when you get the item back.

If you dig in your heels and refuse the return, you will lose both the item and your money.   Your no returns policy does not override ebay's money back guarantee.

Your video is a waste of time.   Ebay will not look at it or consider it as evidence.  Videos are too easily faked.

[dryophelia]

@2001p_79 

It matters not what your video shows. The seller must get it to the buyer in the condition it was described. The onus is on the seller to package it in such a way that it does not get damaged on its journey. 

If there is no option to refuse the return, the buyer must have opened an Item Not as Described  case. You can’t refuse that. If you do, eBay will refund from your account and the buyer gets to keep the item. 

Send the buyer a shipping label and refund in full when you get it back. 

Sellers on eBay take all the hits when a buyer complains. This is why I would never list anything I couldn’t afford to lose. 

[oldwestgold]

eBay will always side with the buyer. Unfortunately, I would recommend simply accepting the return as eBay will force you to anyway. I have found if you fight the return you may not get your item back even after refunding them their money.  As an eBay seller, I feel your pain but this is what I have learned after being here for over 20 years. Others will tell you the same.

[jaad_6732]

If its a insured package and there claiming damage they cant send it back or it voids the insurance. It can not be remailed if you intend to make a claim. Do it online then in about 7 days you will get a letter to give to the customer. They will take the letter plus the packaging to the post office for inspection. After that you can have it returned or issue a refund. But sometimes the post office keeps it if they pay out on it. Dont refund until after its inspected by the postal service. And if the item isnt broken then you find out when they inspect it. And find out in the process if the customer is attempting federal mail fraud by having you file a claim and the item not being broken. All you can do is go by there word and the evidence they provide for the claim. So if it turns out to be a false insurance claim its there fault. And thats how you beat a scammer at there own game😉 FYI Priority mail comes standard with 100$ insurance now.

[1tuna]

............general reply.............

please do not tell your buyer to file a claim,they do not have to do it and they do nt have to go to the post office for a seller..the insurance is for the seller as the buyer has the MBG and does not need insurance.

time is of the essence,hit the yes I will take it back button and make sure the buyer can print a label

unknown karma can visit those sellers who seek a delay in a return

[bigdeals.etc]

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@alcoforever wrote:

You reply to the case "return for refund."   You send the buyer a prepaid return address label.   Refund when you get the item back.

If you dig in your heels and refuse the return, you will lose both the item and your money.   Your no returns policy does not override ebay's money back guarantee.

Your video is a waste of time.   Ebay will not look at it or consider it as evidence.  Videos are too easily faked.

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It's sad, harsh, but accurate. Listen to what others have said here (like above) to minimize your loss. FYI, if your item is a collectible, many buyers will get super nitpicky of the packaging condition. But if you are referring to the outer shipping box being damaged... yea that's lame but still you'll lose. I've had many buyers complain that the plain brown shipping box I used to ship their baseball cap in is dented in the corner (but the cap inside is perfectly protected). Guess those buyers wanted to purchase a brown box and not care about the cap inside.

[johnrj1226]

You buyer is protected by eBay's Money Back Guarantee when they  claim the item was damaged and it  (MBG) over rides your No Return policy.  Read the link below. 

  Your best option is to instruct your "Return for Refund" - you pay the return shipping.  if you try to fight this return and eBay has to step in you will receive a defect on you selling account and your buyer may be able to keep the item as No Returns does not mean No Refunds.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[johnrj1226]

One more thing -

Shipping insurance is the responsibility of the Seller  - you had the opportunity to buy insurance to fully cover your shipment at the time you purchased the shipping label.