Ebay Help? I sold a computer monitor on ebay and the buyer said it arrived damag!


Question:

Ebay Help? I sold a computer monitor on ebay and the buyer said it arrived damaged?


I'm fairly new to ebay and can't find anything in the help section about this problem. I don't offer a return policy, but also did not state that on this particular item. I packaged it super well and shipped thru UPS so it's really hard to believe it got damaged. My main question, however, is do I have to refund the money? It was fine when it left my side...so I decribed it accuaretly. It just "apparently" got damaged in transit. I didn't purchase insurance, because it's my understanding that you have to have a receipt for the item in order for insurance to pay off. I didn't still have a receipt. Please advise!!!!


Answers: Several things can happen. Technically, if you did not offer a warranty or return policy, you do not have to grant a refund, but then the buyer will likely either open a dispute through eBay or put in a claim with Paypal if that's how they paid you (yes, eBay owns Paypal, but the claim processes are totally separate). Paypal will freeze the payment amount away from your account until they investigate. Winning a dispute with Paypal is tough if you don't have good proof of delivery. In the case of eBay, they will ask both you and the buyer what happened, and my guess is that in this case they will rule against you if the buyer can provide pictures of the damage and the buyer initiated their claim in a timely manner (ie, a day or two after receipt of the item). If you shipped it via UPS, they provide automatic insurance of the stated value up to $100, and charge extra for insurance to cover higher stated values. If you used the post office, there is no insurance unless you purchased it (except on international shipments they provide a nominal amount automatically, proportional to the postage paid, generally between $20-80). The biggest issue, if you are or plan to be a frequent seller on eBay, is that one bad feedback early on will give you a low feedback percentage and this will affect your reputation/ability to sell. If you care more about the money you'd have to refund than the feedback score, you may take the position that since you did not offer insurance with the item (I would assume) and the buyer did not request that the item be insured (I also assume), then the buyer is responsible to put in a claim with the shipper. If it was shipped USPS, however, they will only handle claims from the shipper, not the recipient. You can choose to ignore the buyer's plea for a refund and maybe start a new eBay selling account. I would not recommend that since it is extreme and can open you to retaliation from the buyer (they can get your address and phone number from eBay simply by requesting it), but it's up to you based on what you plan to do in the future and how much money was involved. Good luck! If you offered insurance and they didn't buy it, then they are out. Otherwise, you should reimburse. Your receipt for insurance can simply be your eBay receipt of payment. You do not need to refund their money, unless Ebay gets involved. I would say hold it off. ups's fault talk to them


p.s. they suck monkey junk try not to use them Tell him that whoever delivered it to him damaged it. It would be even better if u had some proof that it wasn't broken at first. if the user bought it and didn't buy insurance then it's not your fault that it arrived damaged. you don't have to return the money, and the worst that will probly happen to you is they will give you bad feed back no dont refund his money back right now ask him for picture of the box and the monitor it self and if the pckage is insured den tell UPS that the item is damage when i came to the buyer no, if it was in good order before u sent it, u are not responsible for it once it is posted. dont leave feedback untill they do, and always remember when selling sumthing to add that you are not responsible for lost or damaged items once posted. Put yourself in there shoes. It is possible they received it damaged. I think you should give them a refund or you can get a bad reference on eBay. Good luck You should have gotten shipping insurance. You do not have to have a receipt in order to get insurance. Whenever you ship anything valuable or fragile, you should always get insurance.

As far as refunding the money, I would do so minus the shipping costs but only if he supplies you a picture of the damaged monitor. You don't HAVE to but as a responsible seller, you should honor your sell. Put yourself in the buyer's shoes. You paid for a monitor that arrived broken. Would you be happy.

I say refund the money and consider it a lesson learned. Next time, GET INSURANCE! Did you offer insurance on your auction? If not then EBay could make you refund the money, of course you should get your monitor back, broken or not. And you don't need the receipt to offer and get insurance. Unfortunately not everyone is honest, that's why you should always offer insurance, a friend of mine always sells on EBay, she's a power seller and she offers insurance on everything and makes sure to insure everything that she sends out of country even if the buyer doesn't request it because they can always say they didn't get the item. You can email or call EBay and talk to them about this or Pay pal if that's how they paid.
Good Luck but I'm afraid your gonna have to refund the money. Ask them to send you pictures of the damage to the monitor via email. Tell them once you verify the damage through their pictures, you will take action at that time.

Tell them that it is your policy to have visual confirmation of any and all damage prior to offering any kind of refund. If the payment was made through Paypal, there is a chance that they can dispute the payment through them and you will receive a hold on the funds until you agree to refund the money. You should have purchased, or required the purchase of insurance on such a fragile item. Insurance will protect you against loss/damage, and in the event that a buyer is lying.

The insured amount would be what you sold it for, not including the shipping charge. Your receipt is your eBay invoice.

Yes, you should refund the total amount to the buyer promptly, along with a sincere apology for the damage. Let them keep the monitor.

Buyers expect to receive their merchandise as described in the listing, and undamaged. They should not be expected to take any "risk" when making an on-line purchase. They should get what they paid for, and nothing less.

Since you're new, I would consider this a lesson learned. Don't ship expensive, fragile, heavy, oversized or rare items without insurance. Always pack a copy of your invoice in the top of the box.

As for UPS, I prefer to call them OOPS... Packages that I get from them are always so torn up that I've never been able to reuse any of the boxes. I prefer Fedex, or USPS.

Before a refund or replacement, I ask some buyers (one's with questionable feedback) to photograph the damage - and the packaging. But I ship ceramics, not electronics. Electronics can be damaged internally without clear visual evidence by being dropped or jarred.

It doesn't pay to have most things returned, either. If the monitor is damaged, you'll have to pay for the shipping (again) and then to have it recycled. That will only make your losses bigger.

As an eBay seller, you should act no different than any business. If you order from any store on-line, and anything is wrong with the order, they will refund or replace. Most do not want the damaged item returned. These losses are writen off.

You may want to check out the eBay community boards for advise. Look on the Seller Central, Buyer Central, and Shipping discussion boards. There are many threads about this topic and others. Your buyer may be out on Buyer Central talking about you right now...you never know...

Good luck.

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