Confusion over how a refund works for damaged item in transit

[discworld2010]

Hi,

I sold a small table on a private ebay account. I wrapped it very well and it was protected from knocks and marks etc. The table arrived and according to the tracking was delivered to a neighbour. Obviously packaging can only do so much for a table and if it's dropped or thrown etc it will be damaged no matter what. Sure enough the buyer messages me (from a different account that he bought it from) and said it arrived completely broken (beyond repair) and he wants a full refund, or replacement (which isn't possible).

He sent photos and it does look badly damaged.

What is the protocol in this situation? Do I ask him to send it back? Who pays for the return? or how much do I refund him, the table and the postage, and the return postage?

Do I ask him to open a case, or start a return?

Any help would be very much appreciated.

[*vyolla*]

The buyer needs to log into the account they purchased the table on and open a return and select the 'arrived damaged' reason.

You can then issue a full refund if the table is damaged to the point that it has no value so wouldn't be worth paying to get back, or issue a returns label if you want it back.

[tobiasd4]

This is confusing, why would buyer contact you from a different account, 

But also, why did you not ask question here from account you sold item from?

Depending on carrier used, they may not refund you, but you still have to refund buyer.

[discworld2010]

I have no idea why he contacted me from an alternative account, that's why I mentioned it. Is this something to be concerned about?

I used this account to post this because it was logged on my account so I was just easier and I didn't think it mattered.

The carrier was parcel force.

[tobiasd4]

Unless he opens ebay case, do nothing.

Only you can decide if it is worth paying to have table returned. 

[discworld2010]

Thank you for your advice. 

If it's as bad as the photos show it would be pointless paying to have it back to try and repair then sell again. 

Obviously there is always the chance it's not the same table in the photos but I have no proof. But it must have been dropped from a great height or crushed under a considerable weight. 

Would you ask him to open a case, Or wait and see what happens? He could log on to his other account and leave negative feedback I suppose?

[tobiasd4]

Unless he opens case, ebay won't get involved. 

[john1297576]

“I used this account to post this because it was logged on my account so I was just easier and I didn't think it mattered.”

Perhaps the same applied to the buyer. Not the most convenient thing to do, but some people always do things the hard way.

[jckl1957 · Accepted solution]

I would ask the buyer to open a return case so that everything is done properly through Ebay.

You can then choose, if you want to, to refund without a return.  If they don't start a return, then don't do anything.

It is possible that your buyer bought as a guest without logging into their Ebay account.

If that is what happened, they would not be able to message you from the guest account and they can't leave feedback from that account either.

[discworld2010]

That's very helpful. Thank you.