Item received in damaged condition in Community Help Boards in Community

Last Post Nov 16, 2009 11:33 AM by: lev103

Replies: 6

Item received in damaged condition

Nov 2, 2009 7:00 PM

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I've been selling Star Wars posters for months, sending them to US and other countries. I pack very carefully. And I use USPS insurance (Or third party insurance for out-of-country with Express International mail). So - guy receives mint condition poster. Tube looks like somebody stomped on the end. The poster is no longer mint. On side has crinkles all along left edge. Buyer doesn't want it. My goal? Return his money. How to do it? Via USPS insurance claim? Or through Paypal? In ten years this is my first damaged product. Please help. I'm not dumb - but I am inexperienced with the situation. Thanks, Janice

Re: Item received in damaged condition

Nov 3, 2009 8:31 AM

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The buyer needs to take it to the post office for their inspection. You will be refunded by the PO, if they decide you packed it correctly, but in the mean time you should refund your buyer. He did nothing wrong and should not have to wait for the PO to refund you.

Re: Item received in damaged condition

Nov 3, 2009 9:23 AM

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From your most recent listing:

"Buyer – please wait until contacted regarding shipping and insurance costs. eBay always under estimates these costs. There are no handling charges but the insurance can’t be determined until the sale has ended."

I'm surprised you're still able to sell honestly with all the different violations in that one sentence.

You can't ever charge the buyer a penny more than what is stated on the listing. Ebay does not "under estimate" shipping, in fact they don't estimate it at all. Either you put in a flat rate amount that you have determined, or the the shipping calculator charges the exact shipping costs and is 100% accurate to the information you put in.

Next, your listing could have been pulled for even mentioning adding insurance. Your ONLY option if you want the buyer to pay for the insurance(which is fine) is to add the price into the shipping cost or the listing cost, but you have to do it when you set up the listing. Asking for 1 penny more than what is shown is a major policy violation. You've been lucky so far.

Re: Item received in damaged condition

Nov 3, 2009 1:11 PM

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PEKES...

If your buyer does agree to go to the P.O. to file a claim, make SURE that the insurance is payable to you---not to the buyer.

It is up to you to set it up that way. Don't forget to do so, or the buyer may try to "double-dip." (file both with PO. and with PayPal.)

As far as your insurance statements on your Auction Page, the rules OSP has referred to are brand-new. So, you probably just did not know that sellers are no longer allowed to mention insurance in their Auctions.

Come back and ask questions if you do not understand the new policy.

Re: Item received in damaged condition

Nov 3, 2009 1:14 PM

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PEKE...

Also, the buyer is not REQUIRED to file and insurance claim. PayPal will allow him to refuse, and will allow him to just file for a PayPal refund directly from them.

If buyer is reluctant to file the claim, then you will have to just send him a PayPal refund! :_|

:_|

Re: Item received in damaged condition

Nov 3, 2009 1:21 PM

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PEKE....

OOh, wait. I just remembered. You do not have to refund the buyer if he does not first send the item back to you. (this is assuming that he refuses to file the insurance claim.)

Buyers are required to send the item back.....at their own expense, to the seller. And seller does not have to refund until they receive the item back.

However, once you start enforcing all these PayPal rules, some buyers become very angy and will retaliate with Negatives and low DSR raings.

So.....you need to weigh the risk of alienating the buyer----if you do not believe that the item was really damaged----or send him a refund without requiring him to send item back.

This can be a tough call.

Re: Item received in damaged condition

Nov 16, 2009 11:33 AM

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I have dealt with these type of people. I refund their money and promptly block them from buying from me ever again! I will not deal with these type of people as too many of them make a living out of scamming on eBay. I never assume the money is mine until I have received feedback from the buyer. I hold it in PayPal until that time.

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