returns

[1823bryoy]

any suggestions buyer claims damaged in shipping ok  it happens .i ask for pics to turn in for claim no response but ebay still expects me  to refund the buyer  .i told buyer to keep and dont return i will just file the claim what to do next just eat it

[martin2001]

Buyer does not have to cooperate with you, unfortunately. When you say 'buyer claims', have they actually filed a claim with ebay or just sent you a message? If they have not filed and they are just saying that the item was damaged, just wait for them to file a claim with ebay. Then you can respond.  I am not sure what options are there when the claim is about the damage but hopefully there is one where you request your buyer to return the broken item.

WHat you can do, if the return postage is not too much and you think it is worth filing an insurance claim with the postal service, is to ask the buyer to return the item including the packaging, that is after they file a claim and ebay sends you a message asking you to respond to the claim. There is a box where you can write a message to your buyer, inform them that in order to get their refund they must return the broken item including the packaging. When you get it, you can file a claim with the postal service.

Perhaps this will give them an incentive to 'cooperate'.

[uniwarehousewares]

Here is what you can do, if buyer does not send you pictures, its mean he is scammer or new buyer who don't know how to send pictures, ebay does not require pictures but its help in investigation, you should send reminder to buyer to provide pictures so you can look in to this matter what can be done, if again after reminder he does not send you pictures then do not respond buyer. once you receive the item then report that buyer if item is out of box or used or missing parts or wrong item, you can report in two sections

1 : for false claim

2 : misuse of return

if you are TRS or offer free return , deduct 50% and  must write it down why you deduct the amount if it was false claim or mis used return.

if he leave you bad review after return close then call ebay and appeal for to get it removed. other then policy there are highly chances if return is closed then feedback can be removed.

if you tell buyer to keep the item and buyer does not cooperate you, its mean you are feeding the scammer and next time he will do same thing to some other sellers. 

based on my experience, ebay cs all are not same mentality , if they tell you ebay does not see pictures,then tell them how ebay knows that buyer is scamming or not , product is with buyer so as seller you have right to see pictures that what was wrong with product.

being a seller, i give no space to any scammer, scammer deserve kick out from this platform. if we give them what they want they will do same thing again in next weeks with some other seller or with you with new account.

[lightlily_arts]

Recently I  had two similar situations  where my buyers opened a claim stating that the item was damaged during shipping, but did not send pictures of the damage.  I messaged them requesting pictures so I could file an insurance claim.  One did not respond so I accepted the return and asked them to return the item with the original package for a refund.    That claim closed in my favor  since they never returned the item, and the other buyer closed the claim after I sent the message requesting pictures. The buyer that closed the claim  I knew he was lying.  He purchased my item and the next day asked to cancel, but I had already shipped it.  If the buyer does return the broken item you can still file a damage claim.

[hladraco]

My situation is a little different.  I purchased an electronic item (a digital thermostat) which was reported to by "fully working", and while some features of it worked, the LED backlighting did not - the backlighting was the reason that I purchased this to replace another thermostat.

So I returned it in the same packaging - which was really sufficient - but the seller discounted the refund by $10.00, and claims (verbatim)... "Sorry for the issue. Not sure how the thermostat was damage i opened and is broken inside, and wasnt like that when i send it."

Difficult to know if it was damaged by USPS, but it certainly wasn't damaged when I put it in the box.  I am a little incensed since I would never break something, and try to return it as if nothing had happened.  If he was out $10.00 for shipping, then I think that to be a fair deduction.  If the package was damaged by USPS, he needs to direct the claim to them.

What I don't like is his comment that I damaged and returned an item.  I am also concerned that at some point he will provide a review about me that indicates that I surreptitiously did all this. 

Do I open a claim  with eBay now, or just leave things the way the are?  He did not respond to my reply that I did not damage the item and return it, as he claims.