How to handle damaged item issue?

[dawsmit143]

I have a no return/exchange policy listed on all my items. I just had a buyer message me saying her item was delivered damaged. It was not damaged when I sent it. How on earth do I handle this? This is the first ever issue I have had like this.

[Anonymous]

was the package also damaged ? 

[richardwillardcollection]

Value? Insurance? listing#?

[tenbiksewingembroideryitems]

Let's hope you insured it 🙂

[labs118]

@dawsmit143
No return & exchange has nothing to do with your buyer getting a damaged item
an ebay MBG case overrides any no return/ exchange policy , and this is a damaged item
Think about it this way,  you order an item online from Macy's or Kohl's and it arrives damaged  would you expect them to say to bad so sad you are out your money & item!!! 

Did they open a not as described case or just send you a message?
Are they looking for a partial refund ? what type of item was it?

If you shipped via  Priority & printed a label online you should be covered for $50.00 insurance and can try a claim.  But refund the buyer while you wait

If it was Parcel ground or First class & not insured then you need to  refund the buyer .
If your buyer has opened a case you need to respond to it, if it was just a message you need to work with your buyer.
Don't just ignore the buyer it can end up costing you a seller not resolved defect & ebay will give the buyer back their money out of your Paypal account. 

Good luck

[dawsmit143]

Thank you for all your input. I definitely plan to reach out to the buyer, I just wasn't sure what the process was in this situation. The person reached out to me via message and hasn't filed a case or anything. They just asked if I could send a replacement (which I don't have). Do I just ask for proof of damage and then send the refund? Do I pay to have it shipped back to me? It was a shampoo/conditioner gift set. I'm still really new at all of this so sorry if I seem a bit clue less. lol

[dawsmit143]

I'm not sure yet, the buyer hasn't gone into any details. I just sent them a message asking for pictures of the damages so I could start the refund process.

[labs118]

Hi
No problem we all start somewhere 

Not sure it is worth paying for a return shipping label , you may want to cut your losses 
I would message them back  and apologize 

Hi XXXX
I'm sorry  about the damage that occured during shipping on the gift set, unfortunately I don't have another set available for replacement
Is it a complete loss or would you be ok with a partial refund ? 

You can ask for pictures of the damage but they aren't required to send them .
See how they respond.

[plumbingspecials]

Something like this:

"I apologize that your item arrived damaged. Please return for refund."

Do not refund until you receive the item ( do not negotiate this) unless your return shipping cost is more than the item's resale value. 

They can open a Not As Described case, and that takes precedence over your "no returns" policy.

[richardwillardcollection]

Dear valued Customer, I am sorry that your item arrive damaged, please go to /purchased items in the "my eBay" drop down menu and find this item, click the "return item" button, and please select "item arrived damaged" a shipping label for you to print will be provided at no cost to you, again, sorry about this, I will issue you a complete refund when the item arrives back to me/........or just issue a refund and let them have the item as is free. good luck

[tenbiksewingembroideryitems]

Before I refund anything ....I would definately ask for pictures of the items and the packaging.  Normally , if the package itself is damaged USPS will pay, but if it is not, sometimes not.

If you do file a claim with USPS, they have to take the item AND packaging to the USPS for inspection and do a claim report at the local level.

[labs118]

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@tenbiksewingembroideryitems wrote:

Before I refund anything ....I would definately ask for pictures of the items and the packaging.  Normally , if the package itself is damaged USPS will pay, but if it is not, sometimes not.

If you do file a claim with USPS, they have to take the item AND packaging to the USPS for inspection and do a claim report at the local level.

---

Hi not sure OP  even has insurance but here is how USPS claims work.
Here is the link, The seller fills out the form online.
The buyer is asked to hold on to all items & packing material in the event the USPS wants them to bring in the items.
They may or may not ask for pictures.

If a buyer ships back or forwards anything damaged then you can't file a claim, they must hold on to it.

https://www.usps.com/help/claims.htm

If you received something damaged, please hang onto the original packaging and the damaged item until your claim is settled. You may be asked to take them to your local Post Office™ for inspection later. Please do not reship the package.

[creoleorchid]

If you want to avoid a defect, do what rougheye said and have the buyer open a return. You get to decide how to handle it at that point; return for refund with you paying for return shipping, offering a partial (which they can accept or decline) or refund in full without having the buyer return the set.

[southern*sweet*tea]

Shampoo and conditioner? In these subfreezing and subzero temps they probably froze and burst, and there would be no damage to the package.

Is your buyer telling the truth? Maybe. Is your buyer lying? Maybe.  See if you can get a picture of the damage.  Know that they are not required to do so,

On Ebay you have to pick and choose your battles wisely. My two cents, FWIW - you can play hardball and require a return of frozen, busted shampoo and pay for the privilege of receiving it back, or you can just refund and cut your losses without being out of pocket even more than you are already.  Your choice, but whichever you choose, have the buyer open the proper case in Ebay.

[garmentvarmint2004]

DAWS..

Buyer are NOT required  to provide  any  proof  of  damage  on  an item.   EBAY will take  their word  for it.      And  More  bad  news.  Buyers are not  required  to  cooperate  with   Insurance Claims!

However,  most  buyers  WILL  try  to  be helpful  in  most of  these  situations.  SO-----there is no harm in  your  asking this  buyer if he will  take  a picture of  the  damage and  send it to you.  You especially need  a  picture of  the  part  of  package  that shows   the  damage caused by  the  Post Office.  (assuming  that there IS  some damage  that is  visible.  )

If you can get some decent pictures  from  the  buyer---thhen you  will  be  able to  at least file an

Insurance claim  wth i USPS---and  cross your fingers.

But in  the mean time you  should probably  go  theRefund/Return  procedure.   Because you  do  NOT  want  to lose  any  Snad Dispute  filed  by  the  Buyer. 

if you  lose one of  these Disputes---you  will   have  a  DEFECT  put on   your  account.   And it  only  takes  a  few of  these  Defects   to  result in a  Restriction---or  even a  suspension  of   your accout.