topic Re: How to claim back on damaged item in Member To Member Support

How to claim back on damaged item

uk.m497 — Sat, 09 May 2026 12:06:42 GMT

Item I sent was damaged in shipping, buyer correctly refunded with that reason, but I'm not sure where the insured money is returned to. The ebay balance says "This net total excludes your refunded, cancelled or unpaid orders", and that "If your item is lost or damaged while in the possession of the courier, eBay will fully cover the loss or damage of your item", so how do I access these funds?

Thanks in advance

Re: How to claim back on damaged item

jckl1957 — Sat, 09 May 2026 12:35:03 GMT

If you sent the item using Simple Delivery and the buyer opened a return stating the item arrived damaged, Ebay send you an email saying the buyer has opened a case but they are dealing with it.

Then, Ebay refund the buyer. (I assume that is what happened - 'buyer correctly refunded' doesn't make it clear who refunded the buyer.)

The buyer's payment is paid to you as normal after a sale.

The payment should be in your funds.

Re: How to claim back on damaged item

tressygirl — Sat, 09 May 2026 12:36:30 GMT

You don't access those funds.

If this was a Simple Delivery transaction and the the buyer must open the correct case here, that is, claim that it was ' damaged in transit', then eBay take over the case, they refund the buyer, when that is completed , you receive your payout for the item.

It's all automatic, nothing for you to do, as long as the buyer has opened the correct case !

@uk.m497

Re: How to claim back on damaged item

uk.m497 — Sat, 09 May 2026 13:14:09 GMT

Hi, yep it was with Simple Delivery, the only email I received said the following:

"This order was sent with a prepaid label from eBay, so we handled the return on your behalf.

You don't need to take any action and you won't be charged for this refund."

On the order itself the status is "Refunded (eBay paid)") but the funds were removed from the ebay balance when the buyer refunded it and never returned. I don't know where to find other details for it.