Sold item broken when received

[lful6088]

My buy has notified (enclosing pictures) that the item sold was broken upon receipt.  I cannot see how to make a refund and shall be grateful for help with regard to this.

[redwick1 · Accepted solution]

The buyer must open a not as described dispute in the resolution centre at the bottom of the page

Once they do then you send a pre paid label for the return of the item or if you dont want it back then you refund through the dispute. You get your fees back.

If you get it back then you can claim off the courier or RM but there is a long list of items that are not covered

OR you can ask the buyer to hold onto all the packaging and item until you claim

You can ask them for photos

The dispute does not harm your account and all problems should be dealt with that way

[lful6088 · Accepted solution]

Very helpful advice, thank you. Sadly the buyer has supplied photos but inadequate for my claim.

[redwick1 · Accepted solution]

Who said the photos were not adequate?. Have you put in a claim.

[lful6088 · Accepted solution]

It is only my judgement that they are inadequate. The photos provided by
the buyer do not show the details required by the carrier and also, I have
not been able to upload them successfully to the claims software - they do
not meet the file size criteria and my technical skills are strictly
limited.

I am new to ebay selling and fear I will just have to put this down to
experience, take photographs of breakable goods before despatch to evidence
level of packaging, and ask for more specific photographs from any future
buyer if and when goods are broken.

Thank you for your interest.

Regards


linda fuller