Received a return broken in pieces How do you handle this?

[animal-house-8]

Received a lamp back today it's a 3 piece lamp and the main piece the shade was broken in many pieces. So do I tell the buyer to file a claim with USPS to get her money back or do I file a claim.  How do I handle the refund the package looks undamaged the pieces were wrapped in one layer of bubble wrap when I originally shipped to her I had it wrapped in 3 layers. I have no idea if she broke it or USPS broke it. 

[terrycece62]

I advise that you file a  "not as described" claim and request a return 

Seller should send you prepaid shipping label

[mtgraves7984]

As a TRS offering 30-Day Returns, you can reduce the amount of the refund by 50%, since the item was returned broken. I don't know who would be able to file with USPS, though... sorry. Good luck.

[animal-house-8]

This a return from a buyer.

[monster-deals]

Depends on who paid for the shipping label unless that changed...

[jbjbj_7]

Was it eBay's label? If so contact eBay and tell them you recieved a return back in a different condition and they will either refund buyer for you or just close case without refund. 

The chat agents don't seem to comprehend English very well so you may have to contact them a few times until you find one who can understand what you are talking about. 

[kensgiftshop]

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@animal-house-8 

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What was the reason for the return?

If it was an INAD, the buyer will probably get a full refund.

As far as a claim with USPS, return shipping doesn't carry any insurance.

[kensgiftshop]

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@jbjbj_7 wrote:

Was it eBay's label? If so contact eBay and tell them you recieved a return back in a different condition and they will either refund buyer for you or just close case without refund. 

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That's not how it works.

[animal-house-8]

When did Priority mail start not coming with insurance?

[ladyindecadence]

Ebay give sellers the option to add an RMA number to a return. I suggest adding this option as it stops the return process from being automatic and gives you time to review the return. This way if the return is on an expensive item you can generate your own return label that has the correct insurance to cover the item against loss or damage. I also recommend using a 3rd party insurance company rather then the USPS for your shipping insurance as the whole claims process is much easier. This would have covered you if you had an item not as described return on an expensive fragile item.  Where the buyer did a poor job packaging the item for its return trip.

[animal-house-8]

I read that but under the return section but when I go to returns dashboard  step #2 and #3 is not even there any idea's

To offer a partial refund:

1. Go to your Returns dashboard.
2. Select View return details beside the item.
3. Select Offer a partial refund and then Continue.
4. Enter the amount you wish to offer the buyer.
5. You can choose to add a message to the buyer.
6. Select Send offer.

[kensgiftshop]

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@animal-house-8 wrote:

When did Priority mail start not coming with insurance?

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If it was a return label, they never have had insurance.

[kensgiftshop]

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@animal-house-8 wrote:

I read that but under the return section but when I go to returns dashboard  step #2 and #3 is not even there any idea's

To offer a partial refund:

1. Go to your Returns dashboard.
2. Select View return details beside the item.
3. Select Offer a partial refund and then Continue.
4. Enter the amount you wish to offer the buyer.
5. You can choose to add a message to the buyer.
6. Select Send offer.

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If it was an INAD, the buyer gets a full refund.

If it was a remorse return, you could do a partial refund.

[animal-house-8]

The item was $59.95 which should be covered by the Priority mail. 

[kensgiftshop]

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@animal-house-8 wrote:

The item was $59.95 which should be covered by the Priority mail. 

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If you or the buyer bought the label, it would have insurance.

The return labels that Ebay issues do not carry the insurance.