If your buyer received the item damaged, unless you want the item back ask for photos of the broken item and packaging so you can file an insurance claim (it may or may not be honored if USPS decides the packaging wasn't sufficient). A store or seller that accepts payment for products must supply them: 1. within any timeframe they have indicated, or 2. within a reasonable time. Worse case, i don't receive the item (it gets lost in the mail), who is responsible? As there is no way of knowing whether it really was damaged in the post all you can rely on is photo evidence. Partial Refund Policy "A provision has been added to the eBay Buyer Protection Policy that goes into effect on June 19, 2012 stipulating that in some cases we may refund part of the cost of an item to the buyer, and receive reimbursement from the seller, to cover differences between the item described and the item actually received, such as items received with small parts missing or minor repairs needed. Hopefully your seller will be cooperative once the claim is put in. Give support, share information, and connect with fellow members. If your item isn’t located in 30 days, it’s declared lost, and there’s a round of paperwork and processing to do before you get your money. But why should I? Select your reason for the return. Uploading tracking to the return request lets the seller know the item is on its way, and eBay can see the progress of the return in case we're asked to step in. I sold an item to a buyer in America and used the Ebay Global Shipping Programme (for the first time!). Hopefully your seller will be cooperative once the claim is put in. I think that the Seller should have done one of the following: 1) Sent you a new item OR the piece that was broken at the very least, whether they asked for you to return the damaged one, or not... 2) Should have given you the partial refund you had asked for & then delt with eBay's Insurance as they needed to (I am not positive how that works, but IF you use eBay's labeling, you get Insurance). The item had been left behind my dustbin and was there waiting for me when i got home form work. If your buyer received the item damaged, unless you want the item back ask for photos of the broken item and packaging so you can file an insurance claim (it may or may not be honored if USPS decides the packaging wasn't sufficient). as you're probably aware, they don't have a fragile service or recognise any labelling of a package as such. When the buyer makes his purchase, the shipping address given is where the item is expected to be delivered, and it it never arrives, the buyer gets his money back. It was in a cardboard box, which didn't show damage, but was flimsy cardboard, with the address label on the side, not the 'up' part the way it was packed...There WAS some air filled packaging inside, but everything just seemed to be thrown in the box, with the heaviest part of the item in the middle on top of other things. 30-11-2014 4:37 PM. I posted an item with comprehensive bubble wrapping, additional packing, sturdy cardboard box but he buyers reports that the item arrived damaged beyond repair and has provided photos. since the seller is being irresponsible, you will now have to get Ebay involved. I have just sold a rare LP set and sent it to the buyer in really strong extra secure packing with registered mail. Hopefully your seller will be cooperative once the claim is put in. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Have the buyer hold on to the packaging and items for inspection. Here's how the seller may respond: Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund – depending on their returns policy, this may or may not include the original shipping cost. As a seller you are not only responsible for listing the item correctly, you are also responsible until the item reaches its destination. eBay protects buyers if items arrive damaged, and sellers should consider insuring their items to protect themselves against loss." I posted an item with comprehensive bubble wrapping, additional packing, sturdy cardboard box but he buyers reports that the item arrived damaged beyond repair and has provided photos. points 6.2.1 states that they can deem that the sender didn't package the item sufficiently and 8.1.3 and 8.1.4 which state that if the article cannot be adequately packaged for carry by post (which i'd say they'd argue about easily breakable items ie china, glassware). That means packaging properly so that damage doesn't happen. That got me speaking to the right department. since the seller is being irresponsible, you will now have to get … You might offer a partial refund to the buyer to make up for the scratches. @eols2190 I never argued with a buyer in these cases but paypal wouldn't even hear of it if I had tried to. If an item went missing and never arrived, you'll either need to provide additional tracking details from one of the shipping carriers integrated with eBay, or offer a replacement or refund. Yes, even if the buyer didn't opt for insurance. He's not happy. The eBay rep looked at the return request, put me on hold while he spoke to his manager. You could offer a partial refund. If your courier company doesn't offer insurance for items they've damaged, there are plenty of other couriers who will (and some automatically offer insurance for no extra fee). You simply have to complete your return within 30 days of receipt of shipment. Package senders or receivers can use our online submission process to report package damage. posted by Gamblor at 1:23 PM on February 12, 2007. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. Shipping insurance | eBay 559063637705 30484981-c792-404d-907a-74781ff2f317:176af829852 19997 I took clear pictures where you can see it is not damaged and i carfully package it so could'nt bend or fold. The people who are saying the buyer is responsible are either not sellers on ebay or have never had any experience with Paypal SNAD claims (significantly not as described) broken and damaged fall under that catagory. The seller is responsible for safe delivery of the item. Damage could happen during domestic shipping, within the shipping center, or during international shipping. Go to Shipping labels - opens in new window or tab in My eBay or Seller Hub. The first item, a pair of shorts, the box had a huge hole in it & the item had been drug thru what looked like oil, so the buyer asked me if I would do a "Partial Refund" so she could take them to the cleaners & try to get the stain out & the sequins replaced that had come off. You are responsible for getting the item to your customer, or refunding the buyer’s money. It was a coffee machine and the reservoir tank (plastic) now has 2 very large cracks in it from something apparently knocking into it during shipping. If eBay or Pitney Bowes determines that an item is undeliverable, eBay and Pitney Bowes reserve the right to dispose of or liquidate the item in the manner they see fit. If you're sending an item back because it doesn't match the listing or it arrived damaged or … if you have opened a not as described complaint, wait until it is eligible to be escalated, then escalate it and let Ebay handle the seller. Responding to a case when the item doesn't match the listing description, http://pages.ebay.com/help/sell/item-not-as-described.html#offer. Amazon. I am an ebay "power seller" so I have had items arrive to buyers with shipping damage. Once an item has been forwarded by the UK Shipping Centre, you won't be responsible for refunding the buyer if an eBay Money Back Guarantee or PayPal Buyer Protection case is filed against you for one of the following reasons: It is not possible for sellers to claim that they cannot be responsible for missing or damaged items, even if stated in an item listing. I'm very happy, the only thing is that the seller insists on using basic USPS shipping without insurance. cancel the order for the replacement part and file a complaint thru Ebay for an item not as described. 2. (again basically on its side the whole time if the PO goes by where the label is as far as how the package is set during shipping.). I looked and couldn't find one. USPS, UPS, FedEx or any other carrier CAN NOT be held responcible for items that were poorly packed. Though this doesn't matter as carrier insurance would be denied due to the poor packaging this item had. You and the buyer can communicate through the Resolution Center to agree on an acceptable amount for a partial refund. A partial refund allows the buyer to keep the item, and helps you avoid having to issue a full refund or ship a new item. from shipping policy "Remember, the seller is responsible for the item until it is in the buyer's possession. You'll receive an email confirmation about your claim, including the policy number, claim amount, and claim number. Neither am I! IMO, as both a seller and buyer. It is now up to you to pursue the postal service and claim for damage. Personally, I ship via UPS when something is heavy, big, and fragile. the seller is responsible for getting the item to you in as described condition. I ordered an item from eBay (UK) and it arrived today. I am an ebay “power seller” so I have had items arrive to buyers with shipping damage. His response shoud be, imo ~ if the item is so damaged as to be unusuable (sellers are responsible to pack well enough so item isn't damaged during shipping) keep the item and I will refund your purchase price plus shipping. I'm just wondering if I (as the buyer) should be the one to have to do that. For damaged items, the situation is more difficult. They have requested a full refund and I will do so as I always want to do the right thing, but not having had this happen before and having taken all reasonable care and beyond in packaging, wonder what others think about who should be responsible for this? it was well packed with fragile on the box. Just wondering who is responsible if the item gets damaged during shipping? I never argued with a buyer in these cases but paypal wouldn’t even hear of it if I had tried to. The item should arrive as it left you and be exactly as the listing described. In these cases, we will not require the buyer to return the item to the seller.". The second issue was a powder compact. Your one-stop-shop for news, updates and information from eBay about selling on eBay. Please see The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesn’t match the listing description. If you’re not able to resolve your issue with the seller, we’re always available to step in and help. As a seller though, I would hate to see ebay make this a requirement as I suspect that all a customer would have to do is say that the item was damaged and we would have to pay whether there was legitimate proof or not. Here is what the selling practices policy has to say. He should have to do this at his expense, but if people open cases ebay have sometimes been making sellers pay the return postage even from the USA (which is not what is supposed to happen). I'm very happy, the only thing is that the seller insists on using basic USPS shipping without insurance. You pay for return shipping if you’re returning the item because you changed your mind, and the seller’s return policy states that buyers are responsible for return shipping. 3 min article; Get help with an item that hasn't arrived. Hopefully your seller will be cooperative once the claim is put in. thats crazy. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I never argued with a buyer in these cases but paypal wouldn’t even hear of it if I had tried to. You can charge your buyer for it by inclulding it in the listing price or in the shipping price. Share best practices, tips, and insights. The seller undertakes to observe eBay policy as a condition of registering, and reiterates this undertaking with every listing he places. in most cases, the seller refunds the buyer and then handles the insurance claim, as the insurance covers the seller. If you didn't get your item, you're covered under eBay Money Back Guarantee. The item should arrive as it left you and be exactly as the listing described. For example, if a buyer bought a new camera, and it arrived with scratches, the buyer might be generally happy with the item but want to return it for a new item without scratches. 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