Customer received item says its damaged

[jayne1475]

What is the process to follow pls.  The customer has received item sold and has sent me a photo saying it is damaged what should I do?

[john1297576]

It is up to buyer to open a not as described case.

If you want item returned then you provide a return label and on return refund in full. If you do not want it returned then you just refund.

If you are going to sell you should start reading your own listings as on the right side of every listing is a link to the 30 day money back guarantee.

[red_magpie]

As buyers now pay eBay, not you, all return and refund requests should be dealt with through eBay.

Ask them to open an item not as described case under eBay's money back guarantee. eBay will enable you to send them a prepaid return label, if you want the item back, and when the item has been returned the refund will be processed through eBay.

The case will not count against your selling record provided you respond promptly (within three working days) to accept the return and send them a return label.

[jayne1475]

Ok many thanks. I asked the buyer if he wanted to return it and he said
that he will try to mend it. Where does that leave me? Thanks

Jayne 🙏

[jayne1475]

Ok thanks is that in place whether I like it or not?

Jayne 🙏