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Buyer wants a return, even though I wasn't at fault.
Hello, I have a problem with a buyer. I sold a coffee service, shipped it, everything was packed very well, and in the package all the parts were individually wrapped with packing material. Now the buyer wants either a partial refund as compensation or for me to take the package back at my own expense. What should I do.??
8 comments
petersmodellbahnstuebchen
Mentor1 week agoHi @simphonie_23
it may well be that you always pack extremely carefully and have never had any problems with transport damage. If the buyer opens a case on the grounds that the item does not match the description, as the seller on eBay you’re always in a bad position.
Has the seller opened a case yet?
If not, you can of course consider a partial refund, as @perfect-sally already wrote.
If yes, you can either send the buyer a return label and then refund, or refund in full beforehand if the return shipping turns out to be too expensive for you. That’s your own decision, since I don’t know where the item was shipped to and also not what amount we’re talking about here.
Best wishes from the Baltic Sea
Peter
perfect-sally
Mentor1 week agoYou are the sender and responsible for secure packaging and safe arrival at the buyer! If the buyer opens a return in accordance with eBay rules, you have to take it back and also pay for return shipping. If you don't do that, eBay will step in and handle everything for you, and it will count as a defect on your account.
You should consider a partial refund if the buyer isn't making outrageous demands.
You can then try to file a claim with the shipping provider, but they will probably politely decline because it wasn't packaged according to their guidelines.
simphonie_23
OP1 week agoYou absolutely have no idea how I packed it; I've been on Ebay for quite a while, so it wasn't my fault. The courier has to pay just as much attention to what was stuck on the package, and in the event of damage the service provider is liable. Besides, I have already looked into it and reached an agreement with the buyer. So it's still in process...
So thanks for your replies. I think everything will turn out well....
petersmodellbahnstuebchen
Mentor1 week agoHi @simphonie_23
what exactly is the buyer complaining about?
If the sold item doesn’t arrive with the buyer the way it was described, the buyer can of course open a case using that description. On Ebay, that’s called buyer protection.
If it’s shipping damage, you need to sort that out with the shipping provider, not with the buyer.
Best wishes from the Baltic Sea
Peter
simphonie_23
OP1 week ago · EditedThanks for the feedback, but I’ve already sent quite a few things myself and bought some too, and everything arrived safely. As I said, the packaging was very good, everything was secure, it really couldn’t have broken during transport because everything was packed individually in extra small boxes with filling material. The strange thing is, I’ve now asked the buyer to take pictures of the packaging and send them to me, but there’s been no response yet. And the way the dishes are broken, it looks like they fell out or someone deliberately hit them with something.
perfect-sally
Mentor1 week agoItems also have to withstand drops from a certain specified height by the shipping provider! And your assumption can't be verified based on pictures.
As written, you can't avoid a complete return + return shipping and refund or a partial refund.
simphonie_23
OP1 week agoSo, that's complete nonsense; if it's labeled that there is a risk of breakage, the courier can't handle it as if there were something unbreakable inside, hence this insurance as well.
bootyooty
Mentor1 week agoWhether nonsense or not, the buyer received smashed goods; he has the right to a full return or partial refund, and that’s what buyer protection is for, among other things.
eBay can’t decide whether it was packed badly or whether the shipping provider handled the parcel carelessly.
Besides, I hardly believe the buyer smashed his own goods.