Buyer telling me to activate the buyer protection

[sjs1110_0]

Hi all, hoping someone can provide me with a simple explanation that I have been unable to find online! I sold some figurines and the buyer received these on 29 May. today, 23 June,  I have been sent photos of damage to items stating it would have happened in transit as pieces are in the boxes. (original boxes, wrapped with tissue paper, bubble wrap etc).

She has typed: I need you to activate the buyer protection. I don't have a choice here.

Please can someone explain if in fact she is asking for a refund?

Thanks for any help; I have never had this before so not sure how to proceed.

Sarah

[jckl1957 · Accepted solution]

The buyer is incorrect.

Rather than messaging you, they need to open a return case stating that the items were damaged in transit.

I don't understand how they have only realised there is an issue weeks after receiving the items, but that is a side issue.

Tell them that sellers can't 'activate the buyer protection' and that they should start a return case.

Link below:

Open a return request

To request a return, select the item you want to send back from your recent purchases above, or use the button below. You can also start a return request from your Purchases in My eBay.

Start a return - opens in new window or tab

[papso22]

She needs to open a case through ebay saying the item was damaged in transit.

She is relying on the ebay money back guarantee,  you will be covered by Simple Delivery seller protection, assuming you used Simple Delivery.

[sjs1110_0]

Thank you for your explanation and for taking the time to reply.