Shipped new..returned destroyed; ebay sided with the buyer

[nulifeorganics]

Well, after almost 20 years buying and selling on ebay, I can't seem to learn my lesson.  I shipped a brand new vacuum to a buyer who requested to return it saying the dirt collecting cannister was cracked (and probably cracked in shipping).   I issued a return label and when I got the machine back it looked like it had vacuumed up a barn.  Honestly.  The cannister was cracked but not from shipping.  It was a stress fracture from someone who tried to remove or replace it but did not read the directions on how to do so.  Every inch of the vacuum was covered in a dust that looked like sheetrock dust.  There were cobwebs (cobwebs???) on the roller and something that certainly looked like a feather.  The cannister was not only cracked and stained but  the plastic had a water ring all the way around it near the top the the plastic below that water mark was actually etched by some chemical or solution.  The buyer never mentioned any of these issues in her request to return and when I contacted her she said she had used it to vacuum her grandmothers rug and the dust had been so thick it filled the air.  (her words).  She denied fluid in the tank.  So, I called ebay and the rep said to send pics and open a case and she would call me back.  She did and after 10 minutes and a discussion with her supervisor, I was told they would find in favor of the buyer and refund her full costs.  The reason was that they could not prove the buyer had created the damage...  "it might have happened in shipping".   I asked if this rep thought it was likely that an agent of the post office had opened the box, used the vacuum to clean out his barn with a bleach solution after a storm, repacked it and sent it off to the buyer who just did not notice that the vacuum had minor prior use?  No response to my question or hint that their assessment did not make any sense whatsoever.

I am wholly sick of ebay's disregard for the seller in situations that any 4 year old could make sense of.  If anyone reads this rant and has had success with ebay as a seller in such a situation I would appreciate any advice.  I do not want to leave ebay, I want to see it fixed so it is fair for both buyer and seller.  Thank you

[hafoster]

Quoting ineffectual policy aside --

step by step: How do you prove what should be in the package?

As my postmistress gently explained the last two times:

Unless there is a signed notarized affidavit plastered on the outside --

Witness herewith by my hand wherein lies three (3) gold ingots

that there is nothing for the postal inspector to go* on.

These returns substitutions plague all of us --

best we can hope for is an FVF credit.

*but I did bring bathroom tissue

[firestorm59]

Start by taking pictures of the product before and after packed, the serial number and label to the customer before your ship it.  If something happens and the buyer claims an issue, then you have proof.

If this doesn't convince the kids making these decisions that you sent a new product, then it's time to move on.   Always receive emails for every bit of the tracking so that if something does happen during shipment, you are made aware of a delay.   They are more interested in protecting buyers that abuse the system then the sellers that make the system thrive.  They will soon find out that many sellers no longer wish to get bullied by buyers and will move on.

[robot-hands]

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@firestorm59 wrote:

Start by taking pictures of the product before and after packed, the serial number and label to the customer before your ship it. 

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You can quit doing that and giving it as advice.

It will absolutely 100% never, ever help you in any way with ebay and paypal to prove anything.

They won't even look at it.

[bradleyfineartgallery]

I too have had this kind of thing happen and eBay is NO help. All that happens is I waste time and energy just to be told they really don't give a **bleep**. After years of selling and frustration with this company, I just insure everything and go through the shipping companies for any damage on returned items. Both FedEx and USPS take online claims that are fairly simple and they almost always pay out the claim (up to a certain amount). Most of the time, I can recoup my losses. I know it's frustrating, but it's best just to never never ever contact eBay customer service. They will not help and it's not worth your time. 

I really wish there was another platform that was better. Silicone Valley, are you listening?!

[repairpc]

I would open a claim on the original shipping company and just base the claim on the customer's claim that it was damaged in shipping and leave it at that. When you shipped via USPS, UPS or FedEx you have built in insurance typically for $100 unless you paid for more. Use the message that the customer sent you and the pics of the damage and allow the shipping company to pay you for the damages. Since you can't prove that it was the customer (of course it was them), and your customer clearly stated it may have been shipping damage use the carrier's insurance that you have already paid for. You will still be out the original listing fees, closing fees and any fees that Ebay charged on top of your shipping... but you at least are made whole on the value that you covered it for. Whenever we get a customer that states that they believe an item was damaged in shipping we make a claim at that moment vs. the carrier... even before we get anything back or anything. We ship a bunch of stuff regularly and the shipping companies are usually easier to deal with than Ebay or Paypal on most things.

I hope that this may help you...