topic Re: Item damaged in Member To Member Support

Item damaged

thedaleksupreme1 — Fri, 06 Feb 2026 11:01:15 GMT

My customer had received the item today but they pictures they sent me show that the box has clearly been damaged as in someone deliberately tore open the box and stole the Lego minifigures that were inside, how can I get help with claiming for compensation? I’d hate to just refund the buyer in full and leave me with nothing

Re: Item damaged

**peaseblossom** — Fri, 06 Feb 2026 11:03:57 GMT

With Simple Delivery (assuming you used it) you are protected if the item is lost/damaged in transit. That means ebay will pay the refund, not you, when the buyer opens a claim.

So ask the buyer to open a return using "item damaged in delivery" as the reason. Then eBay will issue the refund themselves and you keep the original payment. They will not be required to return the item.

Re: Item damaged

tressygirl — Fri, 06 Feb 2026 11:06:55 GMT

The box may have even been damaged in transit, it's well known postal workers / couriers, do not always handle items with kid gloves!

Was this a Simple Delivery transaction? Message the buyer to open a return case for item not as described, citing Damaged in transit. eBay will refund the buyer, and you get to keep the payout. Buyer does not need to send the item back.

If this wasn't a SD transaction, you have 3 days to accept the case and refund or pay for a return tracked label to get your item back first, before refunding.

@thedaleksupreme1

Re: Item damaged

thedaleksupreme1 — Fri, 06 Feb 2026 11:47:05 GMT

Thank you lot for your advice, I’ve been a customer of eBay for 15 and this is a first time for me. The customer has gotten the refund and I don’t have to lose out after all.

Re: Item damaged

**peaseblossom** — Fri, 06 Feb 2026 11:57:45 GMT

Good stuff. 🙂