Request for Advice Regarding Damaged Parcel and Unresponsive Buyer

[redlinecorner]

I sold an item on the 11th of May, and it was due for delivery on 14th. However, the courier has informed me that the parcel was damaged beyond repair during transit. They advised the buyer to get in touch with me directly to resolve the issue.

So far, I haven’t received any message from the buyer, but I reached out to them proactively. In my message, I offered either a replacement with a faster shipping method or a full refund, whichever they prefer.

As they haven’t responded yet, I decided to hold off on taking further action for the time being. I’m now unsure how to proceed and would appreciate your advice on the best next steps under eBay’s policies.

Given that I’ve made every effort to resolve the issue and the damage was caused during transit, something outside of my control, would eBay consider removing any potential negative feedback the buyer might leave?

Many thanks.

[pikabo-icu]

@redlinecorner 

I think you're right to sit tight for now, until you hear from the buyer.

At least you're giving them options. 

The FB issue is speculation and I suppose it would depend on what the buyer says in the FB.

Good Luck!! 

[albertabrightalberta]

Although it's speculation, I'll say that generally, ebay considers feedback to be the buyer's opinion of the transaction and as long as it doesn't violate policy, it's not removable.

But to play devil's advocate, ebay might look at the buyer's disappointment to be a result of negligence on your part, claiming that you didn't package and ship appropriately. (I'm not implying that you were negligent; just looking at the possibility that it might be how damages are viewed.)