how to make a claim for an item damaged in transit?

[m1ckr1ck]

I have a buyer claimimg an item he bought from me is "dead on arrival" and wants his money back. Although I am dubious about this, accepting that he is telling the truth and claiming for the "damage in transit" is the only way I can ensure I am not out of pocket as a result. And the buyer will be only too aware of this. I paid insurance for the full price of the item, so I am entitled to claim on the basis of what the buyer says.

The "Help For Sellers" section mentions items damaged during delivery, but it includes no information on how to go about making a claim. It looks like yet another thing ebay wants to make as difficult for its sellers to find out, as it can.

Can anyone give me a few pointers on how to do this?

[red_magpie]

You haven't quite realised how it works.

If an item is damaged in transit, the buyer opens  case under eBay's money back guarantee. You send them a prepaid return label, and refund them through the case when you have received the item back. You don't have any choice about this.

Any claim you may have against Royal Mail or the courier is altogether separate, and you can't delay refunding your buyer while you claim. EBay is not involved. It's up to you to claim any compensation available, depending upon the carrier's terms and conditions and the service you used.

[plum993]

The buyers opens a case of not as described,you supply a pre paid return label and refund once you get the item back.

Then if the item was covered for loss or damage,you claim from the postal service you used.

[tobiasd4]

Buyer opens ebay case for not as described, you supply returns label through case.

Only refund when item returned.

You have 3 working days to do this.

Then you claim from carrier.