Refund request.

[kayefftee22]

Hi all.

A buyer has reported damage to a fragile item when it was opened. Photographs provided by them do not show typical postal damage, and the item was ok when I sent it. I had clearly advertised the fragile status and described some minor (already repaired) damage, recommending careful unpacking. Th buyer now wants a full refund. Does anybody have any guidance please, as ebay C/S can't seem to open a "case" unless it's raised by the buyer first and the virtual assistant goes into a loop about it!!?

[**peaseblossom** · Accepted solution]

The buyer should open a return using the reason "Item damaged".    If it was done in transit you are covered for damage by simple delivery so ebay will issue the refund and you keep the payment.    The item will not have be sent back even though it's a return case.

[kayefftee22]

Thanks for replying "peaseblossom".

As I said, I'm not sure how the extra damage occurred, but it just doesn't look like postal handling. Does your solution still apply?

[tressygirl]

Yes,  the buyer needs to open a case for item not as described >>  Damaged in transit.

When this happens under Simple Delivery transactions,  eBay do pick up the ' bill',  that is,  they refund the buyer and the seller gets to keep the payout.

However!  You say this was a fragile item?   Was it glass / ceramic ? 

 There are quite a few criteria to packing the item adequately, for eBay to refund out of their pocket,  but you will only find out who has to refund,  and the buyer is due one, when the buyer opens that case for ... Damaged in Transit.

@kayefftee22 

[kayefftee22]

Thanks for answering "tressygirl".

The 'fragile' items were actually lamp shades made of a paper-thin fibrous material which looked like/may have been paper! The two shades in the parcel were both folded flat, with quite a lot of bubble-wrap about, so I can't see how the damage would have occurred in transit.

Still, many thanks to you and the 'community' for replying. I can accept this 'solution'. from you both and wait for a case to be raised.😊👍👍👏