Simple delivery - transit damage refund

[el.duderino!]

Hi,

I just sold an item, packed it well, used the simple delivery (Evri) label and despatched.

Item arrived damaged.

I instructed the buyer to request a return based on "received damaged", they did this.

Ebay have messaged me notifying me of the return request, so far so good.

Opening the ebay app, the only options I have are (1) purchase a returns label. (2) Offer a full or partial refund. See attached screenshot.

I thought in this circumstance that eBay made the refund??

If I offer a refund, how can I get my money back?

Thanks!

[papso22]

If the buyer has opened a case for 'arrived damaged' and you used Ebay's simple delivery label then you would not have a case you can access.  Instead you would have received an ebay message telling you the buyer has reached out but as it's simple delivery they will handle it.

How do you know what reason the buyer used?

[el.duderino!]

Thanks for the super quick reply, appreciate it!

The buyer told me the reason for the return was transit damage in a message, but the return request I received from eBay states "doesn't work or defective".

If the seller chose the wrong category, can they change it? They submitted photos and a description clearly stating transport damage.

[papso22 · Accepted solution]

Oh dear, that creates a problem.  You can try and see if you can persuade ebay that the buyer has used the wrong reason, but I don’t think they will, or can, change it now.   

if they won't you will have to treat it as a normal case that you are responsible for and choose one of the actions offered to you.

[el.duderino!]

Again, thanks!

How do I contact a real person at eBay? Is there a way?

Can the buyer not change the category of return request?

[papso22]

Try this way, but leave it until 8.00am as you get better help then.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[el.duderino!]

Brilliant, thanks. I've given you kudos, and appreciate your help.

[el.duderino!]

Just in case others read this, this is what happened.

I asked for eBay to call me, which they did. They asked for the eBay item number, then I explained about the wrong reason being put on the return. Somehow, they had already identified this, and eBay had already issued a full refund to the buyer, so a great result!

On my account, nothing has changed yet - the return request is still there with the options for me to issue the refund. If this doesn't change in a few hours, I'll request another call-back.

Thanks again to @papso22 👍