Item arrived damaged, seller offering partial refund.

[masw_1661]

Hi everyone. This might be trivial but I’m not sure what’s right to do

i ordered an item that came damaged. It was a Starscream figure but one of the wings had completely snapped off during transit with the plastic clamshell shattered.

the seller is asking me to accept a partial refund as they don’t want this sent back and they can’t get replacement parts. They didn’t specify a number but I would’ve thought I’d be entitled to a full refund. Can someone clarify this for me?

[susapric-68]

Just open a not as described claim and they will have to refund you or give you a return label, Don't get into chat with them as they will try and delay everything so it times out. If claim not dealt with in 3 days escalate it and you will get a full refund

[masw_1661]

So to clarify I’m entitled to a full refund?

[tressygirl]

Yes,  if the item you received was damaged under eBay's 30 day MBG Money Back Guarantee policy,  you are entitled to a full refund,  so proceed this way:

You need to claim within 30 days of the item's last estimated date for delivery.

You then go right of the item in your Purchase History,  and from More Actions select Return this item,  selecting the reason...  Item Does Not Match Description or Photos.

The seller has 3 days to accept the case,  if they don't ,  you need to  escalate on day 4,  or within 30 days,  and eBay will step in and force the refund.

If the seller wants the item back first,  they need to pay for a fully tracked return postage.  On receipt of their item they have 48 hours to refund you.  Again,  if they don't,  you escalate the case.

Do not close the case early for any excuse or promise the seller may give,  and do not forget to escalate.

@masw_1661 

[m25jet]

In addition to the advice that you have already been given, when you open the case take some photographs of the item that clearly show the damage, then upload these photographs to the case.  If you do this it will prove that you are telling the truth when you say that the item is broken, and that you're not just making it up in an attempt to scam the seller for a total refund so as to get an undamaged item completely free of charge.