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Claiming compensation as seller for item damaged using Simple Delivery
Summary: cherrybritain shared their experience of issuing a refund for an item damaged in transit, only to have eBay deny their compensation claim because no case was opened by the buyer. papso22 confirmed that eBay requires the buyer to open a case for the damage for the seller to be compensated, and cherrybritain asked about guidelines on this process. john1297576 mentioned that it's the buyer's responsibility to open a case, not the seller's. fargvs advised that refunds should be processed only after a case is opened and resolved through eBay to prevent similar issues.
HI all,
I sold an item, which was damaged in transit by Royal Mail. The buyer contacted me with photos and so I immediately issued a refund. I then contacted Royal Mail to make a claim, however, since I used simple delivery, they said contact eBay. I contacted eBay and was told a refund would be issued within the next few business days. They even confirmed this via a message. Weeks later I still had no refund. I contacted eBay and this time was told that they would not be issuing a refund as the buyer didn't open a case. I was told the buyer must open a case for me to be compensated and as I had refunded her already, there was nothing else they could do.
My question is, what has your experience been? Was the first person I spoke to correct and I should have gotten a refund, or was the second person correct?
Thanks
cherrybritain
OP2 weeks agoThanks all, appreciate it.
fargvs
Mentor2 weeks agoTo prevent this happening again--- Refunds should only be made after an appropriate case is opened and completed through eBay.
cherrybritain
OP2 weeks agoThank you papso22.
Is this written anywhere in the help articles/terms and conditions etc?
john1297576
Mentor2 weeks agoI doubt it, but the whole point of ebay paying for the refund, implies that it is not up to seller to refund, so why get involved. In any case it is the buyer who should open a case for not as described, damaged in transit, and ebay takes over. Seller does nothing.
papso22
Mentor2 weeks agoThe second person was correct. With simple delivery the buyer needs to open a case for 'damaged in transit; and then ebay handles everything and refunds out of their pocket, not the seller's.