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Private seller response to Return Request
I am a private seller and sold a music system (c £200) which consisted of a CD player, two speakers and a transformer. As it was quite bulky, I packed it carefully in bubble wrap and cardboard packing inside an archive box. When the buyer received the item, the back of one of the speakers had been smashed in. Given how carefully I had packed the item, I assume someone in the courier process must have kicked the box as it was quite heavy.
The buyer chose DPD Next Day delivery.
The buyer has sent me photos of the damage and has raised a Return Request on Ebay, giving the reason "Arrived Damage".
I now have the choice to Accept the Return or Offer a Full or Partial Refund
I read on ebay community site, under "Item was Damaged by the courier, how do i claim", that as I am a Private Seller, under Simple Delivery rules, ebay should take over the refund, paying the buyer and I get to keep the payment.
So my problem is, do I choose Accept the Return or Offer a Full or Partial Refund or do nothing and then ebay will step in after 3 business days?
I would prefer if the Buyer kept the item as I do not want them to have to go to the trouble of repacking everything and also, I cannot sell the item if I get it back as the speaker is smashed.
I am hoping that ebay will take over the process and refund my Buyer and claim the money from the courier who is undoubtedly at fault. However, I can see nothing on ebay's site to confirm that this will happen or how I can request it?
I have tried ebay Customer Services but all I get is the AI Assistant not answering my question.
I would be hugely grateful if someone could give me som solid guidance on this.
Thanks
wroche888
OP10 months agoThank you to everyone for all you guidance.
I'm going to have to accept that I screwed up and didn't get Simple Delivery cover.
I'll try and comfort myself with "What doesn't kill us makes us stronger".
I would appreciate some tips as to how I ensure I have chosen Simple Delivery in future.
I've had a look at the Packlink Claim procedure and it looks a total ball-ache.
jckl1957
·10 months agoIf you sell in a category which is eligible for SD, it is added automatically and you get a little pop up underneath 'delivery details' which states: Simple Delivery will override your domestic postage policy.
Otherwise, it's not available and you can't choose it.
wroche888
OP10 months agoThank you all for the excellent feedback.
I am still confused about Simple Delivery. When the Buyer purchased the item, her payment included the cost of postage. I was then presented with the Purchase the label option which I accepted and printed the label.
I then dropped the item off at the DPD location.
Everything I have read states that the prepaid label from Ebay and automatically generated tracking information are indicators of Simple Delivery.
I can't find any human at Ebay to confirm or deny this, which is frustrating, as going forward, if this is not covered, I do not know how to avoid making the same mistake in future.
*vyolla*
Mentor10 months agoThat wasn't a Simple Delivery label if the word 'purchase' was included.
jckl1957
·10 months agoSecond reply:
'So my problem is, do I choose Accept the Return or Offer a Full or Partial Refund or do nothing and then ebay will step in after 3 business days?'
If you sent DPD, you did not use Simple Delivery. So, it will be up to you to refund the buyer and then TRY to claim against DPD. You need to check if they offer cover for the item you sent.
I would:
Accept the return
See if the buyer would accept a partial refund for the damaged item
If not, provide a return label to get the item back
Refund when the package arrives back with you
Make a claim against DPD.
Do not refund immediately - you need to try and negotiate a partial refund or get the item back.
Do not let Ebay step in. They will refund the buyer from your funds and tell them not to return the item. You would have no money, no item and a selling defect on your account.
papso22
Mentor10 months agoIf you are looking at a case with those options then you didn’t use simple delivery.
If you are sure you did then you need to contact ebay CS and ask them why they are not handling the claim.
All you get when you use simple delivery and have seller protection is a message from ebay saying the buyer has reached out but they will deal with it.
jckl1957
·10 months agoDon't refund the buyer.
If you do that, then the buyer will have the money and the item and won't be expected (by Ebay) to return it.
What usually happens with Simple Delivery is that Ebay deals with the case straight away - they should message you to say there is an issue but they are dealing with it.
As the buyer has opened a return stating the item arrived damaged, this should have happened,
So, are you 100% certain that you used Simple Delivery and sent the item with the label paid for by the buyer and supplied by Ebay?
tommystrezures
Mentor10 months ago@jckl1957 I am not sure simple delivery was used as the OP mentions DPD for sending.
jckl1957
·10 months agoThe listing states DPD as well - is Yodel the Ebay 'option' for large items?
tommystrezures
Mentor10 months agoDHL is what I thought was the large stuff their e-commerce division.
wroche888
OP10 months agoThis was the postage option and the buyer paid for the label. As it was all handled thru Ebay, I assumed this was covered by Simple Delivery rules
jckl1957
·10 months agoYou had to buy the label from/through Ebay using the buyer's money so it was not Simple Delivery.
Unfortunately, DPD is not an option with Simple Delivery so you will have to deal with this, get the item returned, refund the buyer and claim from DPD, through Packlink I believe if you bought the label from Ebay.
Not good news, so sorry.