Returns

[mobile_shop_75]

Hey there, my recent bad shipping experience was an 80 y/o dining table chandelier lamp, mcm. It sold for about 70+50 to ship. I was very careful with the packaging, bubble wrap and paper. Anyways when it was delivered to the buyer they noted that the glass had been broken, with pictures. It was clearly dropped and from a somewhat height. The buyer was clearly upset as was I. I don’t know if this is something eBay can resolve or is it just closed. I purchased a shipping label as soon as I saw her msg that it arrived broken but never heard anything since.

[wastingtime101 · Accepted solution]

There's nothing for eBay to resolve. It falls to you to make the buyer whole and any dispute is between you and the carrier, not you and eBay.

You have 2 options within the return request:

1. Accept the return and provide a prepaid shipping label.

2. Refund the buyer without requiring a return.

If you do nothing or decline the return, eBay will force the refund from your account and you'll get an account defect along with losing your fees.

If you choose to refund without requiring a return to minimize your financial loss, ask the buyer to hold on to the item, box and all packing material as the carrier will want to inspect it if you file an insurance claim.

That type of item typically requires a lot more bubble wrap than one would think, along with double-boxing and padding between the 2 boxes.

All packages go through rough handling, can be dropped from high conveyor belts into cages or bins where several 70 lb packages can be dropped right on top of them. Items need to be packaged well enough to stand up to that kind of rough handling.

You can file an insurance claim with the carrier, if you used an insured service, but unless the outer box is damaged it's likely the claim will be denied for "insufficient packaging".

[12345jamesstamps]

Buyer hate to have to remail something back. It's a big hassle to do. I sell and don't even want to return something if I have to. LOL

Do you really want it back? And pay for postage? And would buyer take a partial refund toward getting it fixed with the partial refund?

It sounds like a nice buyer who actually took photos to show the damage.

If shipping label isn't used you won't be charged

Damaged items are usually hard to collect on insurance. Insurance works for usually lost items.

I would ask buyer what can be done to correct this. A happy buyer is a happy feedback.

[fab_finds4u]

Items like that need to be double boxed and packaged well enough so that  they survive being thrown down a flight of stairs.