Damage due to shipping

[zugbug20]

Dear Community,

My buyer claims that I have sent them the item not as described, due to finding faults with the item when received. When I asked to inspect the item for physical damage, they provided me images of two components, that fairly looked like they were ripped off the electronic device that I sent them. I ensured the packaging was sufficient, it was bubble wrapped and had its own internal foam packaging inside the box. It should have been impossible for damage to occur in transit.

They did not submit any images of the packaging as received, only the broken electronic components, and then the whole device showing damage, just before forcing a refund due to receiving item not as expected (damaged). I tried to work with the buyer to discuss what options we have to claim damages from the shipping company, but they had resorted to accusations that I must have packed it like that deliberately. I have pictures of the item packages securely, but I've been forced to accept a return, despite not being able to repair the product. I've pleaded the buyer to at least return the components broken off the board along side with the return. They have completely ignored my messages and have used abusive language, and reporting the conversation resulted in inaction.

What do it do!?

[**peaseblossom**]

Did you send it using eBay's Simple Delivery?   If so if the item was damaged in transit and the buyer uses that reason for the return ebay will issue the refund themselves and you keep the original payment.   The buyer will not be required to return the item.

[zugbug20]

Hi yes, I did send it via Simple Delivery! They have been persuading me to personally issue a refund, as they're convinced that the broken components were included there by me. They had provided evidence of the product, but only after using really unpleasant and abusive language for the entire evening. They opened a return, and posted the item back, and they threatened me claiming I had no choice but to refund them. 

Who can I talk about this? 

[tressygirl]

What reason did they give for the return as it matters if you need to refund yourself or not.

If they opened a case for item not as described, Does Not Match Description or Photos,  you will have to refund through those case details.  As cases are all automated,  no human contact you cannot challenge it at that point and if they have returned the item,  you have 48 hours after receipt to refund them.  If you do not receive the item,  you do not have to refund.

If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair,  you can appeal, link below shows the process.

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

I'll admit it's not easy,  eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.

If they opened a case for damaged in transit then eBay will refund the buyer and you get to keep the payout.

@zugbug20 

[jckl1957 · Accepted solution]

if they opened a return through Ebay and you have provided a label, then they will have to return everything they bought from you, not just the damaged components.

Don't refund until everything is returned.

Ignore the rude messages and threats and follow the Ebay process.

When this transaction is complete, add them to your blobked buyers list.

[zugbug20]

They opened it as not as described. But I am the one receiving the item back from them not as sold...