topic Re: Damaged item delivered by Evri in Member To Member Support

Damaged item delivered by Evri

al.hawkes1960 — Mon, 01 Jun 2026 10:37:29 GMT

I sold a camera and lens to a customer, the item was delivered by Evri quite clearly damaged, the buyer wants to keep the cameras but return the lens, i can't speak to Evri they refer me back to eBay, so what do i do, is it a case of the customer just didn't want the lens supplied and wants a better price on the camera, he has now bought another lens or do i offer a further discount, either way i lose

Re: Damaged item delivered by Evri

tressygirl — Mon, 01 Jun 2026 10:39:54 GMT

If this was a Simple delivery transaction and the buyer the correct case, that is, ' Damaged in Transit', then eBay should take over the refund, you get to keep the payout, and the buyer does not need to send the item back.

Any partial refund, is entirely between you and the buyer, eBay do not get involved in partial refunds.

@al.hawkes1960

Re: Damaged item delivered by Evri

**peaseblossom** — Mon, 01 Jun 2026 10:40:18 GMT

If you sent using Simple Delivery 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.