For parts or not working item damaged in post

[gubbins1971]

Hi

I sold a for parts or not working item but it seems it has been damaged when being delivered.

The buyer has opened an Item Damaged case.

I'm finding any kind of human interaction difficult to find on eBay so have turned to this community for help or assistance.

I'd rather not pay to have it returned as its of no use to me, so what are my options?

Many thanks

[cobwebcottage]

You can refund them in full and let them keep the item.

[style_wise]

It looks like you sent this with Simple Delivery. If so, ask your Buyer to start a Return using the reason 'Item damaged during delivery'. eBay will refund the Buyer, and you will keep the money from the sale.

[suelel1968]

Hi @gubbins1971 What type was the postage. If it was simple delivery then Ebay should cover the damage. Don't refund, get the buyer to raise a "item Damaged in post" claim and it should not be for you to deal with.

If it was custom delivery, just refund and tell the buyer to keep the item, but they must send pictures of the packaging and damaged item before you refund so that you can claim off the courier / RM.

[4_bathrooms]

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@gubbins1971 wrote:

I sold a for parts or not working item but it seems it has been damaged when being delivered.

The buyer has opened an Item Damaged case.

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What was the exact reason chosen by the buyer for requesting a return; was it "Arrived damaged"? As this was sent via "Simple Delivery" you are not responsible for refunding the buyer if that was the reason given.

[gubbins1971]

"Item Damaged" was the reason given.

Apparently there was no option for arrived damaged or damaged in transit.

[4_bathrooms]

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@gubbins1971 wrote:

"Item Damaged" was the reason given.

Apparently there was no option for arrived damaged or damaged in transit.

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That isn't one of the standard return reasons a buyer can select. If you view this page and look under the "Details" column the last line should state "Reason: <reason>". What exactly does it state on that line? Even better, can you post a screenshot of that section? 

[gubbins1971]

It's actually "Arrived damaged"

[4_bathrooms]

Having now looked at the listing it appears this wasn't a Simple Delivery label after all - DPD are not a Simple Delivery carrier.

As it wasn't a Simple Delivery label your choices are to send a prepaid return label, get the item back and refund or to refund without requiring return. If you don't upload a return label or issue a refund by the third day following the case being opened the buyer can escalate the case - if that happens the buyer will be refunded at your expense, be told they don't need to return anything and you will receive a damaging defect against your account.

I'm surprised this wasn't a Simple Delivery label; even a well-packaged PC tower shouldn't have ended up being over 120cm on the longest side and/or over 30kg. PCs and laptops are not specifically excluded from Simple Delivery either so it's a mystery to me why it wasn't an SD label.   

[thesmokingrunner]

@4_bathrooms  I think it may well have been a Simple Delivery label.

The Help&Support page for SD (https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/simple-delivery?id=5575) includes DPD in the Eligibility section of the article.

Just thought I'd mention it.

[4_bathrooms]

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@thesmokingrunner wrote:

@4_bathrooms  I think it may well have been a Simple Delivery label.

The Help&Support page for SD (https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/simple-delivery?id=5575) includes DPD in the Eligibility section of the article.

Just thought I'd mention it.

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It mentions DHL (not DPD).

DHL is available via Packlink.

[thesmokingrunner]

Whoops. Sorry. Mea culpa. Too many Ds.

What a d...

[4_bathrooms]

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@thesmokingrunner wrote:

Whoops. Sorry. Mea culpa. Too many Ds.

What a d...

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Also guilty. I stated "DHL is available via Packlink" when I meant "DPD is available via Packlink".

DHL is also available via Packlink but my intention was to point out the OP must have purchased a Packlink label.