Question Re: Item has arrived broken in Member To Member Support DO NOT DELETE

Item has arrived broken

allieloc — Fri, 25 Oct 2019 10:06:14 GMT

Hi there. I sent a cup which i wrapped well in bubble wrap and boxed and the buyer has said it arrived broken and is asking for a refund. Where do i stand? Thanks

Re: Item has arrived broken

redwick1 — Fri, 25 Oct 2019 10:08:41 GMT

You tell them to open a not as described dispute in the resolution centre at the bottom of the page

If you want the item back then you send a pre paid label for the return and once you have it back then you refund in full

If you do not want it back then you refund in full through the resolution centre dispute

You can then try claiming off the courier or Royal MAil but on the whole most fragile items will not be covered

You can claim online or get a form from the PO

Re: Item has arrived broken

tressygirl — Fri, 25 Oct 2019 10:10:32 GMT

I'm afraid you do have to fully refund your buyer, items have to be so well wrapped that they can withstand the ' delicate' handling of Royal Mail and couriers, yours here, unfortunately did not pass that test.

Ask your buyer to open a case for item not as described in the Resolution Centre, as long as you refund within 8 days, your seller fee will be refunded, and no defect for your account.

I doubt you want the broken item back, but if you do, the case will enforce you to pay for that fully tracked return postage. If you don't want it posting, just refund through the case details immediately when you receive the case.

Re: Item has arrived broken

john1297576 — Fri, 25 Oct 2019 10:12:46 GMT

Buyer opens a Not As Described Case, if you want the broken item back, you provide a Reply Paid Label.

Best to ask for evidence of damage, then you can refund without paying for return postage.

You should then claim on Courier or Royal Mail as necessary, they may require to see evidence of damage and packing. Most Couriers do not pay out for damage as if an item can get damaged in the firs place it is excluded from compensation, you should read T & C before using them.

You should read the Money Back Guarantee top right of every item. If you don't deal with a claim, Ebay will at your expense and you do not get the selling fee refunded.