eBay

avit · ‎05-14-2019

How long is reasonable to give a seller to refund when an item arrived damaged?

The seller wants to wait to refund until insurance pays out.

Item was shipped from Canada to USA via Canadian Post and USPS.

Because there was a suspicious rattle, I took pictures as I unpacked the item, which I sent to the seller along with a description.

I also filed a return request.

The seller doesn't want me to return the item, because then they wouldn't be able to claim the insurance.

lja440 · ‎05-15-2019

It is a catch 22.

The real question is was it packaged well? Was there visible damage to the package when you received it?

If it wasn't packed well most likely the insurance claim will be denied. Your "suspicious rattle" leads me to think that there was room for movement within the package a sure sign of poor packing.

johnrj1226 · ‎05-15-2019

If the item is in fact broken & unusable, the seller should reimburse you in full now that you have sent him pictures. Insurance is for the protection of the seller not the buyer. eBays Money Back Guarantee protects the buyer. https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

It is advisable for you to hang on to the item in case the carrier wants to inspect it. Returning it could void the insurance claim. But the seller does not need to have you wait to reimburse you. Did you file an Item Not As Described Request??? a damaged item would qualify for that and eBay would make certain you were full reimbursed & teh seller would pay for the return shipping if they wanted the item back.

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nobody*s_perfect · ‎05-15-2019

Filing a return request was a mistake. You should have filed a claim for "Not as Described." There's no requirement for you to get involved in the seller's insurance process.

eBay's buyer protection policy is called the "Money Back Guarantee" and ensures that you would get a full refund. If the seller wants the damaged item back, they have to pay for the return postage.

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

myangelandmyprincess · ‎05-15-2019

@nobody*s_perfect wrote:
Filing a return request was a mistake. You should have filed a claim for "Not as Described." There's no requirement for you to get involved in the seller's insurance process.

eBay's buyer protection policy is called the "Money Back Guarantee" and ensures that you would get a full refund. If the seller wants the damaged item back, they have to pay for the return postage.

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

eBay even calls the mot as described ones return requests. If the op opened a return request for damage its under the money back guarantee. They don't refer to it as a case until it is escalated

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nobody*s_perfect · ‎05-15-2019

Thanks for the clarification.

lintbrush* · ‎05-15-2019

@avit

You've gotten some good information here.

Are you willing to help with the insurance claim? Hold onto the package if someone needs to inspect it? and not escalate your Return right off the bat? If so, I'd write to the seller along these lines...

While I'm willing to hold onto the item for your insurance claim, that has no bearing on my receiving a refund for the damaged item right away. Insurance is between you and the carrier. Please either send my refund, and I'll continue to hold the item, or provide me with a return shipping label. Thank you.