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Returns
Summary: bir3630 seeks advice about handling a return request for an item reportedly damaged by the buyer. Several participants suggest different responses, including reporting the buyer, refusing the return if the buyer is at fault, and verifying delivery conditions. bir3630 clarifies the item was claimed to be damaged after a week, and eBay's advice was to accept the return for examination. Further discussion centers around whether to open a case through eBay's processes, with emphasis on not issuing a refund before clarity on the case. It's suggested that eBay might manage the return if simple delivery was used.
Wondering if anyone can offer some advice. I’ve been asked to accept a return however the buyer has damaged the item ?? Once received what do I do ?
bir3630
OP2 weeks agoThey are saying it arrived damaged however he’s had it a week before complaining. I used eBay’s chat thing and it said I’m in the best interest to accept the return and go from there. I have tried talking to him and he’s saying let’s open a case then. I know it was working and In good condition when sold.
papso22
Mentor2 weeks agoDid you use simple delivery and has he opened a case with that reason? Why do you think he has broken it?
bir3630
OP2 weeks agoIt was standard tracked delivery via Royal Mail. He’s saying I sold a defect item however it was pictured and sold in good condition and working. I’m presuming he’s done it as he’s had it a week before complaining
papso22
Mentor2 weeks agoYou haven't answered the questions. Your responsibility for the refund depends entirely on whether you used simple delivery and the exact reason for the case (which i assume he has opened). We are trying to help but without answers to our specific questions we can't do that.
bir3630
OP2 weeks agoI believe it was simple delivery. The buyer bought the label. He hasn’t opened the case yet but said he would if I didn’t refund him. EBay live chat told me to accept it back then report it once I’ve received it back
tommystrezures
Mentor2 weeks agoIF it was simple delivery then your buyer needs to open an item arrived damaged case. eBay will handle the return as the contract for the postal service is between them and the carrier. You should not need to do anything in this case. DO NOT refund in advance of the case.
john1297576
Mentor2 weeks agoBuyer must open a case, but it all depends on what case and reason he uses.
Do not do anything until he has opened a case, as the way it is done will decide who has to refund you or ebay.
red_magpie
Mentor2 weeks agoIt's hard to give any meaningful advice with so little information.
Has the buyer admitted to breaking the item? If so, you shouldn't have to refund them. Or have they complained because the item broke, but you suspect that they broke it themselves?
Have they opened a money back guarantee case? What reason did they give for this? If you used eBay's simple delivery and they say it arrived damaged it may be eBay's responsibility to refund them.
Otherwise, I'm afraid that eBay's money back guarantee is very much weighted in the buyer's favour. They can claim almost any reason to return an item as faulty or damaged. eBay never sees the item and tends to accept the buyer's word against the seller's.
john1297576
Mentor2 weeks agoDepending on reason for return, you do say “you have been asked” who has asked.
Unless it is a not as described case, you do not want back an item damaged by buyer and can refuse the return.
Why would you want to refund for a damaged return, when buyer did the damage. Buyer is just hoping you will refund without the need to return.
*vyolla*
Mentor2 weeks agoHave they admitted damaging the item via eBay messages?
Have they opened a return? If so, what reason have they selected?
papso22
Mentor2 weeks agoYou report the buyer.