Please Help!

[jjgrant]

I sold something to a buyer, packaged it well and shipped it out.  He received it and is now claiming it was damaged upon receipt and is requesting a return.  It is my opinion that a claim should be made with the delivery company for damages and this is not my fault.  It left my house in perfect working order.  Am I right or wrong?  I messaged the buyer but he is not responding now so I imagine ebay will get involved.  Do I have options here?

[klhmdg]

Yes you are wrong.

If eBay gets involved you will refund the buyer and the buyer will keep the item. You will also loose all seller fees and get a defect on your account.

You either have the seller return the item or you just refund.

Sellers are responsible for the item and if you have shipping damages it is you who works with the delivery company.

Save yourself a lot of pain and request the buyer to file a “not as described “ case.

Then you choose to supply a return shipping label or just refund the buyer.

[simba6]

Nope, your the seller and shipper. You have to take care of it. Your choices, issue a paid label and give a full refund when you receive it back. Issue a full refund and let them keep it for free.  If you do nothing the latter is how ebay will handle it and ding you on customer service and charge you the selling fee.  So, you need to deal with it before ebay does.

[kensgiftshop]

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@jjgrant wrote:

It is my opinion that a claim should be made with the delivery company for damages and this is not my fault. 

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If it was insured and you want to file a claim with the carrier, refund the buyer and have them hang on to the item and package so it can be inspected, then you file the claim.

When buyer says an item is defective, you have a couple choices.

Refund buyer and let them keep the item.

Pay return shipping and give a full refund once something is returned.

[dbfolks166mt]

  If it was shipped through an insured process you or the buyer can always file a claim with the carrier. However, it is much easier for the buyer to do so since the carrier will usually want to see the item and the original packing. It is almost impossible for the seller to file and win a claim with the carrier since they are not in possession of the item. Contact the buyer and see if they are willing to assist you with this process. 

     There is the possibility that they could be fishing to see if they can get you to refund their money and shipping without having to show proof of damage or having to return the item. The easiest thing for the buyer to do is to open a INAD return request, defer to you on whether the item is worth having to pay the return shipping cost to get back what may be a damaged item. There is the possibility that once you advise him to open the case you will hear nothing further from him/her. If you do accept the return the buyer has to send back the damaged item and you have to receive it before refunding their money. 

[1grandmashope_1]

As all the other posters have said, you are responsible to get your item to the buyer undamaged.  This is an important part of being an online seller.  With that said, it is imperative that you read up on selling and buying here.  It will explain to you your liability as well as the buyers responsibilities.

I am sorry that you are in this predicament, but it happens and you move forward.  Refund either after you receive it or let them keep and and issue their refund.  One way or the other keep it calm and professional.

May you and your loved ones have a Happy Thanksgiving,

Grandma 

[divwido]

I would told them on the first day, return it for a full refund.  Just to see what would happen.  Most people vanish.

I'm concerned about the packaged it well.  Did you pack it so well that you could have thrown it four houses down and it would still be fine?  **bleep** packing breaks items.  This could be legit.

[lja440]

I'm a mail carrier as well as an eBay buyer and seller. Many people think they pack well but they don't. 

This past week I received 3 record lots. One lot was in a LP mailer, one was wrapped in bubblewrap then had pieces of cardboard wrapped around that and taped with so much tape that it took me about 5 minutes to excavate it, the last was in a paper manila with single layer of bubblewrap envelope. Yet I am sure that if I asked all three they would say that they packed well. 

Anyway on to your issue. Insurance is for the seller/sender, you can try to ask the buyer to file, that is IF you have insurance on the package. For me I self insure my packages, building 3-5% of the trending price into my starting price calculations. This I keep separate as a 'risk fund'. As I DO pack well this seldom gets used. I have never had a damage claim and the fund more than covers returns for any other reason.

[1tuna]

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

I get about 20 returns a year and they do not phase me at all.. I used to be scared of returns but the thing to remember is to go with the flow.that means doing what ebay wants and that is to acept the return.

its simple to just hit the return button if you are a buyer,get them a label somehow and thats it,ebay will help with a return label if you need help,the important thing to remember is YES.......I will take it back with no roadblocks

[lja440]

I get a handful, but I'm also a small seller. I avoid listing when mail volume is high like with the election or Christmas. 

Most of my returns are due to fit though I provide more than the usual measurements. I also just say "return for refund".

[hankdog7]

If it is insured, have the buyer take photos and send to you through messages on Ebay.  Request pictures of both  the Item  and the boxing so you have a complete idea.  If insured, I file a claim with the post office and include the photos.  I have never not been refunded.  They have never requested to look at the item.  This way it is settled without Ebay involvement. Of course, I don't want the item returned.