Help with return request

[jmw082]

I sold a phone. Buyer said it was cracked.

I think it may have cracked after the buyer opened it.

I had a screen protector on it. It was in a case. I wrapped it with bubble wrap and packed it with other items and protection.

Buyer didn't say package was damaged.

Buyer also took 10 days to report it and said he was out of the country so he didn't report it right away.

(I also wonder if I can find out whether he activated the phone. Not sure I have the ESN.)

I didn't send it insured, my mistake.  Though I understand USPS has $50 of insurance. Any tips on that?

So what are your recommendations?

[simba6]

Priority mail has that insurance.  However, unless there is severe damage to the outside of the box,  you won't win the claim.   All you can do is issue a paid return label.  Buyers win almost every such case filed.  Sorry I don't have better news.

[orangehound · Accepted solution]

If the buyer has opened up a Money Back Guarantee claim with a reason such as "Doesn't work or defective." or "Damaged in Shipping", then you have three choices:

• Refund the buyer's money without requiring a return.
• Pay for the return, and refund the money when you receive the money back.
• Protest to eBay, or take no action, forcing eBay to get involved ... this is a bad option because eBay will force the refund, then they will punish you by not refunding your Final Value Fees and giving you a seller defect, and they may not require the buyer to return the item.

[jmw082]

Thank you, I was afraid of that. Do you have an easy link to do a USPS claim or should I just search?

Thanks again. I suspected I was out of luck on this.

[orangehound]

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@jmw082 wrote:

Thank you, I was afraid of that. Do you have an easy link to do a USPS claim or should I just search?

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I think you are wasting your time with a USPS claim unless (a) you shipped it Priority Mail, and (b) the external box shows damage.  First Class Parcel and Parcel Select/Retail Ground do not have insurance unless you added it on.

But, you file a claim at USPS.com ... create an account.

[cream_couture]

I have won USPS insurance damage claims with no photos before. Damage can occur even if the packaging isn't damaged. I uploaded the case from eBay as evidence of the damage. USPS will only refund $50 plus shipping paid, but at least it is something. I think it is worth filing the claim. 

[jmw082]

So I took everyone's advice and approved the return. Then I got a message that the buyer closed the case. I wonder if the buyer wanted the refund and to keep the phone. Or maybe he read my response that I thought the phone could have been broken after receipt. It seemed strange, but I read in other discussions that buyers do that.

I also noticed that the shipping address went to a person, but the ID was for a used car dealer. That was interesting.