Item Arrived Damaged (not as described)
Summary: moonspin purchased an antique china item described as being in excellent condition but received it with a hairline crack, significantly devaluing it. They contacted the seller, who claimed the damage occurred during shipping and refused responsibility, suggesting a claim with the courier instead. moonspin initiated an eBay return process for "item not as described," but the seller hasn't responded. cobwebcottage advised letting the "item not as described" case run its course for a refund, while sml192 explained the seller has three business days to respond before eBay can be asked to intervene. moonspin expressed discomfort in providing personal contact information and prefers to keep communication within eBay's message system.
Bought an item of antique china described as "excellent condition "and no mention of any damage. It arrived and has a significant hairline crack. The packaging was fine and box wasn't damaged at all so I think it was most likely there already. The damage obviously devalues the item quite significantly, probably by as much as 50%. Having enlarged the listing pictures of the item on a PC rather than my phone I think I can now see the crack in the item.
Contacted the seller to let them know the situation (including photos of the damage) and they replied to say that it must have happened in the post. I then emailed back to say that the packaging seemed fine and undamaged and it's just one of those things but I wasn't happy as the item wasn't as described.
They replied again saying that it wasn't their problem and that I needed to make a claim with the courier (Royal Mail). I responded saying that I didn't believe this was the case and that if anyone was to make a claim with the courier it would need to be them.
I then started the Ebay returns process (stating item not as described which it isn't) and they haven't responded directly to that. I assume they are meant to respond in some way. I haven't had to return an Ebay item for at least 5 years. Officially it says that they don't accept returns.
They did send another message asking to contact me by phone but I'm not comfortable sharing my phone number just in case they are a complete psycho or something.
I replied saying that I wasn't happy to share my phone number and I would prefer to keep the situation within the Ebay message system. .
Not heard anything more since (over 24 hours ago)
So can anyone suggest what to do next please? I don't think I even have their postal address to send the item back so I am not sure what more I can do.
Many Thanks
sml192
·1 week ago · EditedWhen you open an INAD return request and select a reason other than 'Damaged in transit' the seller is given 3 full business days in which to respond. If they fail to do so then you will be given the option to 'Ask eBay to step in and help' at which point eBay will either force the refund or issue a return label. As it is a bank holiday weekend you will, unfortunately, have to wait a while for that option to appear now.
Note 'No returns' only applies to change of mind returns. Sellers have to accept INAD return requests.
cobwebcottage
·1 week ago · EditedDo nothing now. You have opened an INAD case so let it run and you will get a full refund. Don't communicate anymore with the seller.
To add, if they want it back, they will have to send you a postage label.
moonspin
OP1 week agoThanks for the advice