Item supposedly arrived damaged with the buyer - but was sent in perfect condition | Members help members

mabakobe · 2026-05-22T12:16:19.356000Z

I shipped an item - a monitor - in PERFECT condition and in flawless condition, and it was also properly packaged. According to the shipping service provider, there is no damage whatsoever to the packaging. But the buyer is reporting that the item - a monitor - is broken - the front glass is supposedly completely destroyed. But that is not possible at all, since it was in its original packaging and the package also arrived undamaged to the buyer.The customer has opened a case and now, according to buyer protection, I am supposed to take back the broken device. How can that be? Shipped completely OK and undamaged. The box also arrived completely undamaged but supposedly with a destroyed front pane, which is not possible at all. Is it normal that this falls under buyer protection? Shipping service provider is not liable because the box is undamaged and now I, as the seller, am supposed to be the fool?

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Item supposedly arrived damaged with the buyer - but was sent in perfect condition | Members help members | eBay Germany