Buyer says item arrived damaged - no photos

1981trouble

Sent item by courier. It was delivered fine, 3 days later buyer contacts me to say item is damaged.

I asked them to send me photos of the damage 3 times in ebay messages so that I could file a claim with courier, then I would refund in full, each time they would reply about something but not mention the photos. After the 3rd time they said they were having problems with camera and would try to do it later that day. This was 3 days ago and I have heard nothing since.

If they open a dispute with paypal/ebay, am I going to lose out or will ebay agree with the expectation that they send me photos? I guess I'm trying to protect myself/smell a rat.

Is there anything else I can do or do I just have to take the hit?

soolin

If they open a case with ebay or paypal they will have to send it back for a refund.

Personally (and my attitude has changed since ebay changed the rules on TRS and I no longer have much to lose) is that they either send photos or they send item back for a full refund.

1981trouble

Ahh, thats great. I didn't realise they would have to send it back. I guess that will determine whether they are real or not.

soolin

1981trouble wrote: »

Ahh, thats great. I didn't realise they would have to send it back. I guess that will determine whether they are real or not.

My new hard line is either prove it or return it.

charlies_mum

Totally agree soolin. The last buyer who complained, I asked to send photos and never heard anything else. Daren't think how many false claims I have refunded without any proof, just to keep my top rated status.

aeb_2

Same here, photo or return.

I have one this week who said 'it's not as described and I want a refund'. It is as described but I think she just doesn't like it. I asked her to send it back so then she said she would send some of it back for a partial refund. I said, no, all back for a full refund as the left overs will be of no use to me. Luckily I know the exact weight of the parcel and let her know this and asked for it to be returned in the same packaging (to make it easy for her;)) I haven't heard back yet.

I think she though I wouldn't want it back as post will really make me out of pocket but it's the principle - why should she have my stuff for free by trying it on?

Don't encourage them!

.....I'm expecting her to leave rubbish stars regardless of getting all her money back because her stars are 4.8 / 4.4 / 4.7 / 4.5

pinkshoes

Does any of their feedback indicate they're a bit of a chancer asking for partial refunds? What FB have they left for others?

maccalen

Ive had this before and insisted on a photo also. I now also have in my returns policy a statement, describing that the BUYER must pay return postage fees and this must be completed within 14 days of the purchase date. By saying that they have to pay to return it you put a lot of con artists in doubt as to whether to try it on with you

Inner_Zone

maccalen wrote: »

Ive had this before and insisted on a photo also. I now also have in my returns policy a statement, describing that the BUYER must pay return postage fees and this must be completed within 14 days of the purchase date. By saying that they have to pay to return it you put a lot of con artists in doubt as to whether to try it on with you

You won't be in business long then!

martindow

maccalen wrote: »

Ive had this before and insisted on a photo also. I now also have in my returns policy a statement, describing that the BUYER must pay return postage fees and this must be completed within 14 days of the purchase date. By saying that they have to pay to return it you put a lot of con artists in doubt as to whether to try it on with you

Your buyer has longer than this on Ebay to raise a claim. I don't think it's a good idea to invent your own terms when Ebay's override them.

The1832ReformAct

I'm sure that Ebay terms and conditions will trump any individual's conditions. Paypal returns policies presumably line up with Ebay conditions now that they are the same company.