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A week and a half ago we sold a set of 6 crystal liquer glasses. A day after delivery the buyer sends a message and states that they are smaller than her needs required. We agree to the return and explain once they are returned in the same condition sent we will refund original cost minus restocking fee.
When we receive them two are broken and one has the manufacturer label removed. We open the case asking eBay to intervene because the items are not returned in the same condition. There simply isn’t another option in the return case.
Within hours eBay finds for buyer and issues a full refund. I wait a couple of days to call because if I would have called at that time I likely would have lost my selling privileges. I went through two associates and two supervisors and the only thing I received was removal of the ding from my metrics. I read every one of them the policy statment that it had to be returned in the same condition and that the buyer is responsible for breakage when shipping to return if it’s a buyer’s remorse case and every one of them agreed that was the policy and that it was clear buyer did not receive them broken, therefore breakage occured after receipt.
I was informed by both supervisors that eBay will automatically find for the buyer in this situation and that our recourse was to refund and file a claim with USPS. Has anyone else had to deal with this and been more successful with them?
It’s the only time in my online selling life I’ve actually asked whiskey tango foxtrot?
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I’m not sure we’ve ever had a situation where the buyer sent back a broken item, and we’ve had to get eBay involved.
It doesn’t sound like a good decision by eBay. I guess from the evidence they have, it’s your word against the buyer’s word. That’s why they say to file a broken an item claim to USPS since it probably happened in the mail because it was poorly packed.
We had a woman buy and return a pair of overalls to us this week. They reeked of cigarette smoke. They aren’t ruined, but it’ll be a pain to get them fresh again. We just blocked her and are moving on.
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i would not trust the automated system of opening a case and hoping they’ll close in your favor, i’ve never had that work. i ALWAYS CALL to state my case. always call!
i had a woman return some fabric because she shrunk it after washing it saying it was INAD, she even included a note that said ‘i shrunk this in the wash’. clearly i won that case, but i had to call to get it closed.
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I have never had a customer return something broken that they received in perfect condition. I have just had things arrive to a few broken because shipper was reckless. Each time I contact the shipping company and start a claim. It is so much easier than trying to get ebay to deal with it. But Ryanne is right never use the automated system always call. I use this motto for just about anything ebay related. Their automated system has a lot of wiggle room for them to interpret their policies that should be black and white .
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I’ve had a few minor instances of this, never something completely broken but items get returned in an inferior condition to what they were when the buyer first got them. I agree a shipping case may be your best hope if eBay is not willing to work with you. I’ve never tried to file a claim against the buyer since the item was always able to be resold, although at a reduced price due to the extra wear or damage.
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