brickinfinite Posted February 6, 2014 Posted February 6, 2014 Not sure if there's a previous discussion addressing this issue. I was notified by eBay that the buyer opened a case "item not as described" as the LEGO he received has tear on top. The item was shipped brand new, sealed, undamaged and I even emailed the buyer pictures of his package showing the set undamaged (the top view and the sealed package) The buyer is asking for a replacement. What should I do? Your advice is much appreciated. Sent from my iPhone using Brickpicker Quote
chinothegeeko Posted February 6, 2014 Posted February 6, 2014 Not sure if there's a previous discussion addressing this issue. I was notified by eBay that the buyer opened a case "item not as described" as the LEGO he received has tear on top. The item was shipped brand new, sealed, undamaged and I even emailed the buyer pictures of his package showing the set undamaged (the top view and the sealed package) The buyer is asking for a replacement. What should I do? Your advice is much appreciated. Sent from my iPhone using Brickpicker Is the box torn at top I guess? I'd have him send it back then. Not sure how your returns are set-up, but mine are that buyer pays return cost. See what he says. Quote
adewar Posted February 6, 2014 Posted February 6, 2014 I first ask for a picture of the damaged item. Upon receiving the picture, I offer a partial refund. If that is rejected then I ask that the buyer to return the item and i typically offer to pay the return shipping. If the partial refund is accepted, i then file a claim with the shipper for the amount of the partial refund + return shipping (hence the photo which is needed for a claim). Quote
brickinfinite Posted February 7, 2014 Author Posted February 7, 2014 Thank you both for your inputs! It sucks to have to deal with damaged item. I first ask for a picture of the damaged item. Upon receiving the picture, I offer a partial refund. If that is rejected then I ask that the buyer to return the item and i typically offer to pay the return shipping. If the partial refund is accepted, i then file a claim with the shipper for the amount of the partial refund + return shipping (hence the photo which is needed for a claim). @adewar, how do you pay for the return shipping on the buyer's behalf? Quote
falkenbd Posted February 7, 2014 Posted February 7, 2014 Thank you both for your inputs! It sucks to have to deal with damaged item. @adewar, how do you pay for the return shipping on the buyer's behalf? Either use eBay's automated returns - and tell them to use it. Or have them send you a copy of the shipping receipt and increase the refund by that amount. Quote
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