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I need help - item damage, buyer wants refund.
Just got a message saying that a buyer has started a return for an item that was delivered damaged. I haven't got a clue what to do next as there is no mention anywhere I can see as to what to do if damage was done in transit and if I can claim compensation from either Ebay or Royal Mail, in the past (pre simple delivery) days I remember being able to liase with RM directly and make a claim.
When I packed the order I took nine photo's showing the care taken with packaging - will post them here along with the buyer's photo of how it looked on arrival. Please can someone advise me - I'm lost, it's really put me off selling as this is the third time in a row where my items have arrived damaged (other two on Vinted) and neither time was I compensated and buyer kept the items.
Ebay seems to be telling me to pay the postage to return a damaged item and give them a full refund! Where does that leave me? With a damaged item I can't re-sell and no compensation because it was damaged en route, how is this fair?
I've just tried to attach all my packaging photo's but it says I can only attach one so this is the 6th one (inside box contains tinned palette wrapped in 4 separate layers of bubble wrap). I then placed this in the mailing bag. It was in excellent condition on posting.
I get the buyer needs protection (I'm also a buyer but where is the protection for the seller when this happens - repeatedly). Please can someone help me navigate this, I'm lost. 😞
**peaseblossom**
Mentor5 months agoIf buyer used the reason "Item damaged in delivery" and you used SD ebay will issue refund themselves and you keep the payment. Item does not have to be sent back.
If the buyer has used the wrong reason ask them to contact Customer Support to change it to the correct one.
brenata-uk
OP5 months agothank you for replying, I just managed to get Ebay to ring me and they have refunded the buyer who doesn't have to return it and also compensated myself .... I can't believe it, was expecting to have to send all my photo's in and then for it to be refused. That's what's happened on Vinted twice already. I will NEVER moan about Ebay again ..... excellent customer service!! The case is now closed. 😃
**peaseblossom**
Mentor5 months agoThat's great. Lovely when things work out. 🙂
brenata-uk
OP5 months agoCan't believe this ... just about to log off here and saw a negative feedback from another buyer who didn't even message me about it first, they are claiming my item is not as described and now is going to open a case, it's another make up palette (new, unused, not boxed) had clear photo's in listing too. I tried to go through the same automated help again but it seems to be stuck on the last issue. How do I let Ebay know that I disagree with that claim? the feedback was left today so am assuming the not as described case is pending or not been made yet, should I wait to hear something about that and be able to put my side across then?
**peaseblossom**
Mentor5 months agoJust when things were going well! I would wait and see what the buyer does. Sometimes they change their mind and don't bother opening a case. You will receive notification if they do start one.
Put their ID on your blocked bidder list:
https://www.ebay.co.uk/bmgt/BuyerBlock
brenata-uk
OP5 months agoI can't tell you how grateful I am for your help in here .... if I put them on my blocked buyers list now will it affect anything when they open the case? I just don't understand why they didn't message me before putting that awful feedback on ... that was half an hour after another buyer left me this incredible feedback ... nearly brought me to tears .... 😊 just look what this lovely lady wrote .... (2nd one down)
💜
brenata-uk
OP5 months agoohhh what does 'request revision' mean?
**peaseblossom**
Mentor5 months agoPutting them on your blocked bidder list won't affect anything other than their ability to buy any more of your items.
You can send a feedback revision request to your buyer. There's a link to do that on here:
https://www.ebay.co.uk/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=4102
That's lovely feedback. And it was left after the neg so it shows neg f/b doesn't really make any difference.