Why am I forced to refund or pay for return shipping when that wasn't specified in my listing?

[tomatoedpicklessales]

I had a buyer request a return on a 5 disc CD changer that stupid Fedex trashed in shipment even though it had 3 inches of foam around it. My listing was set to buyer pays return shipping, yet eBay forces me to send a label or just refund her. The return reason she gave the resolution center said damaged in shipment. I asked her to please go to fedex and either make a claim, or pay to ship it back, but because ebay was telling her to expect either a refund or a pre-paid label from me she was completely confused.
I'm relatively new at this so my question is; Should I just expect to always have to pay to ship a return regardless of the boxes I check and statements I make in the listing?

[bluelinemetalsllc]

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@tomatoedpicklessales wrote:

I had a buyer request a return on a 5 disc CD changer that stupid Fedex trashed in shipment even though it had 3 inches of foam around it. My listing was set to buyer pays return shipping, yet eBay forces me to send a label or just refund her. The return reason she gave the resolution center said damaged in shipment. I asked her to please go to fedex and either make a claim, or pay to ship it back, but because ebay was telling her to expect either a refund or a pre-paid label from me she was completely confused.
I'm relatively new at this so my question is; Should I just expect to always have to pay to ship a return regardless of the boxes I check and statements I make in the listing?

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It is the sellers responsibility to get the item to the customer undamaged. Yes, you pay the return shipping (if you even want the broken item back) and then *you* file with the shipping carrier if the item was insured. Make the customer whole again. 

[ctlandis6]

Yes, you will.  Ebay will always side with the buyer no matter what the situation is.  I have a new, sealed, vintage item and the guy opened them and used them and now wants to return them.  Ebay is siding with buyer and making me have them returned or refund their money.  This is pure theft! and ebay gets away with it.  

[sextons-sweet-deals]

did buyer send you photos and was it shortly after delivery?

If you feel the buyer is being honest and the box is damaged (photos provided), I would just refund and move on. Why pay shipping to have a broken item returned?

Maybe from your end you can contact FedEx  and make a complaint with photos sent from buyer. 

[outdatedrecreated]

I dont know whether to laugh or cry! It is the sellers responsibility to package it properly. It doesn't matter if you charge the buyer for shipping and don't accept returns. You did not deliver on your promise to get the item to the buyer in good condition. Because of the way it was handled between you and the buyer, you now have a defect. You should have asked the buyer to send you pictures of all the damage and the packaging. If you don't want to pay return shipping then you should just refund the buyer after they send pictures and file a claim with FedEx. FedEx pretty much denies every single claim but if you get on the phone and raise hell they will usually give in and send a check. This all can be prevented by packaging your items well. My philosophy regardless of carrier is "it's hard to plan for stupid, but I try." Good luck.

[carlsthings]

We all have very unfair horror stories if we been around awhile.  Mine was a customer damaged a new $200 item because of his OCD.  We went back and forth by message.  He sent a picture.  I was horrified but knew where this was going.  I was going to make him whole.  Satisfied.  I had another in stock and agreed to a replacement.  That fixed it but I am out over $75 for cost of goods.  I blocked him but it hurt  and cant get his destruction fixed and it be even close to cost effective.  

[iart]

I think this attitude among sellers is bizarre.

If you ordered something on-line and never got it, through no fault of your own, how much do you think you should pay for it?

[mr.tomany · Accepted solution]

Have to purchase better packing materials,,box it up like you would expect a package coming to you ,.,I just sent a cassette deck to Germany ,, issue free  ,,,don't give buyers any excuse to jump on you ,,good luck with that!

[theteamsetguy]

Whatever happened treat how you would want to be treated? I offer free returns on all of my items because that is what I expect when I make purchase. I will generally will not buy something if a business doesn’t off free returns. Don’t give me the excuse that I’m a small seller and can’t afford offering free returns. I consider myself a small seller. A couple of times a year I get taken advantage of by the buyer but I look at it as a cost of doing business. Getting bent out of shape will do nothing. I just give the money back to the customer and move on to figuring out how I can get more sales or look for more inventory. 

[handyhandz4u]

Even though you shipped it in good condition. You are responsible for the item as  being described. If you have an expensive item insure it. If it gets damaged ask buyer not to return it. Ask for photos as proof, and start a claim. If the buyer gets impatient refund him, whatever happens you are out of your money anyway and always will be holding the short stick. If the buyer does not show you proof of damage escalate it, eBay will side with you. Any negatives will be removed.

[kensgiftshop]

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@tomatoedpicklessales wrote:

I asked her to please go to fedex and either make a claim, or pay to ship it back,

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That's not the way it works.

When a buyer files an INAD, you can accept the return, provide return shipping and give a full refund once the item is returned.

Or, refund buyer and let them keep the item.

If the item was insured and you want to file a claim with the carrier, refund buyer, request photos  and have them hang on to the item and package, then you file a claim with the carrier.

[tdumonde2014]

Actually it was "Specified in your listing"  you just missed it. Take a moment and click the ebay Guarantee link found on all listings and all of your questions will be answered. 

[cream_couture]

Of course you should cover the return shipping fee if the issue happened during shipment. You are responsible for getting the item to your buyer in the condition stated. If it gets lost or damaged during transit, you are responsible.

Shipping insurance is not for the buyer, it is for the seller. The buyer doesn't have to file a claim for a damaged package they received. The buyer contacts the seller, the seller goes to re-coup their money by filing an insurance claim.

I would ask the buyer for pictures, or whatever details are needed to file the claim with Fedex and refund them.  I would also suggesting using a third party insurance, like Shipsurance, in the future. They are cheap and if the buyers don't want to help with the claim, you can still get it paid.

[gr8-gifts-n-more-4u]

Is it also my responsibility to pay for the shipping back when the customer can't read what was clearly in the description and highlighted on top of that.

[gr8-gifts-n-more-4u]

Clarification on previous post. If my description of the item is blue and the "multiple" photos are of a blue item. Then why should I pay return shipping because the buyer expected red.  Really eBay. 20+ Years Selling - This Is A FIRST ~ !