an item damaged in transit, how to sort it

[incredible_how]

I have received an item with a crack in it and the seller said it wasn't there when she listed and to ask eBay to sort it as it was Simple Delivery.

I can select an option of damaged in transit but then it seems to say it will be returned to sender for refund. Will they have to foot the bill? I thought eBay dealt with Simple Delivery. Should I be approaching it a different way? Directly via Customer Services (automated assistant doesn't seem to understand damaged in transit - just not delivered or not as described...)

[tressygirl]

Open a return case stating damaged in transit.

If this was a Simple Delivery item you will not need to send the item back and eBay will refund you.

If not a SD transaction,  if the seller wants their item back first before refunding,  they need to pay for the tracked return postage. I

If they don't,  and 3 days pass with no refund to label for the return,  you need to escalate the case to eBay, they step in and force the refund.

@incredible_how 

[incredible_how]

Hovering over the postage in the order details it reads: "This amount is paid to eBay for tracked and secure delivery to you." So that must be SD. (It was more than necessary for the item, but I guess people choose the recommended...)

Thank you for your reply

When I go through returns  via damaged in transit, I reach:

"You'll receive a free return postage label to send the item back to the seller."

The seller thinks it should be dealt with by the courier, she has only done things pre SD, so had suggested I contact eBay or courier. And I'm thinking it should be eBay looking at it if SD.  And I am thinking it looks like if I proceed any further it will simply be returned to the seller.

I have sent eBay an email this morning, last night there was no option for email coming up only automated assistant, not even any options to chat with a person (Buyer Protection help 24/7 wasn't really happening)

[john1297576]

Open a NOT AS DESCRIBED CASE Damaged in transit. That should then be dealt with by ebay.

As far as I am aware there is no case for Damaged in transit on its own, it has to be Not as described.

Ebay may be tightening up on this sort of claim, as I have always felt it was open to abuse, and no doubt ebay have realised this.

Having looked at available reasons, I suspect using just Damaged, would be assumed that seller had sent a damaged item, and not Damaged in Transit which is what ebay are supposed to cover.

[incredible_how]

screenshot:

[tressygirl]

Click on... Item damaged during delivery.

If this was a Simple Delivery transaction eBay will fully refund you,  you will not have to send the item back, and the seller gets to keep the payout for the item.

@incredible_how 

[incredible_how]

even though it says: "You'll receive a free return postage label to send the item back to the seller."

[tobiasd4]

Even if you have to return item to seller, it is free postage & you still get full refund.

[incredible_how]

I didn't want the seller to be out of pocket...

[tressygirl]

If this was a Simple Delivery transaction  and you select Damaged in Transit for the reason for the return,  eBay cover all costs, unless I suppose the item wasn't covered by Simple Delivery rules,  say insufficient packaging with a glass / ceramic item, then this would be the seller's fault.

Whatever the outcome you will not pay for the return tracked postage.

@incredible_how