For additional information, see the Global Shipping Program policies and FAQs. Copyright © 1995-2021 eBay Inc. All Rights Reserved. RM state the item & packaging must be retained for inspection. on A buyer claims an item isn't received or; A package is damaged in transit; so bit of a grey area if the seller is responsible for the item being damaged BY a shipping centre, assuming the protection is the same in the country you bought from. 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). Item arrived damaged: am I responsible for paying return shipping? If a GSP item is lost or damaged after it reaches the Global Shipping Center, both buyer and seller may be covered by the eBay Money Back Guarantee or PayPal Purchase Protection program. 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. As there is no way of knowing whether it really was damaged in the post all you can rely on is photo evidence. Damage could happen during domestic shipping, within the shipping center, or during international shipping. 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? Unfortunately ceramics, china and glassware are quite high risk items to sell on ebay, due to the risk of breakage in transit. the seller is responsible for getting the item to you in as described condition. 2. Same would go for a coffee pot (glass OR plastic), electronics etc... And it IS, in my opinion, the Seller's responsibility to package whatever the item is well for shipping. Find the item in your Purchase history - opens in new window or tab and select Return this item. I talked to my seller about it and he confirmed that it was in good working order when it was shipped. When the machine answered I said "global shipping program damaged item". That got me speaking to the right department. or ask him to return it for a full refund. RM state the item & packaging must be retained for inspection. Who pays for return postage. Nothing serious, just a bend to the top corner of the sleeve. The buyer has advised me that the item has arrived damaged. Consider item weight before you list, both for shipping damage and paying shipping in both directions on a SNAD claim. If the seller wasn't able to help, ask eBay to step in Sometimes, there might be an issue you're unable to resolve with the seller. As an update - I replaced the damaged microphone with a spare I had (took all of five minutes, and relisted the radio. For damaged items, the situation is more difficult. Meet other eBay community members who share your passions. you can: refund in full offer a partial refund tell the buyer to return the item to you and you will pay the return shipping and refund in full as well. Who is responsible for items damaged in transit? 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). since the seller is being irresponsible, you will now have to get … … A store or seller must not accept payment for a product if they: 1. do not intend to supply it 2. intend to supply something different from what the consumer ordered 3. know, or should have known, they would not be able to supply the product in a timely way. 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'm just wondering if I (as the buyer) should be the one to have to do that. Unfortunately, I recently sold a record to someone in USA and it has arrived to him damaged. I sold an item to a buyer in America and used the Ebay Global Shipping Programme (for the first time!). 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. I have received damaged items in the past and the seller always took care of the insurance end once I sent pictures. On the Amazon platform you, the Seller are responsible for the item as it is in the hands of the carrier you contracted with to deliver it. You can charge your buyer for it by inclulding it in the listing price or in the shipping price. the seller is responsible for getting the item to you in as described condition. 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 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. The buyer can accept your offer for a partial refund, request a different amount, or suggest a different solution. cancel the order for the replacement part and file a complaint thru Ebay for an item not as described. Who is responsible for filing the insurance claim on an item damaged in shipping? Personally, I ship via UPS when something is heavy, big, and fragile. 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 postage cost. 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). It was a glass bottle containing a syrup for coffee. But why should I? The item was still in factory shrinkwrap but there was no padding for it and it was just placed in a box and shipped. With this item, I refunded what the Buyer paid fully & also replaced the Compact. I looked and couldn't find one. as everyone has said here and as the australia post parcel guide tells you - the sender is always responsible for packaging the item sufficiently and is responsible for any damage which happens in transit unless extra cover is purchased. British law, and I believe US also, is that the seller of an item by mail is responsible for getting it to the buyer, and this is embodies in eBay policy in both countries. Responding to a case when the item doesn't match the listing description, eBay holds sellers responsible to get items to buyers safely or to make them whole. Undeliverable items may not be returned to you. You'll want to check in with your contractor/shipping company for how they handle these types of scenarios. 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. The seller is responsible for safe delivery of the item. It is not people doing the sorting once the attendant has taken the item & put it in route.. You might offer a partial refund to the buyer to make up for the scratches. Item I purchased was damaged during shipping ... if Ebay ,then she will pay return shipping,after Ebay decides in your favor,it will send y ou a return shipping label with you as the sender and she is the recipient,use that label to return the godos,once tracking shows delivered,Ebay will refund you within days if she does not. 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. Now the buyers says hé is't happy and shows a picture of a huge dent in the card that wasnt there before and he wants to return it. I am an ebay “power seller” so I have had items arrive to buyers with shipping damage. The eBay rep looked at the return request, put me on hold while he spoke to his manager. 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: (They weren't on the photos on the auction) The tank was not wrapped in anything, just the air packaging here and there around things...I can still fill it up with a little bit of enough water to determine the machine still works ok, and I've looked awhile to find the item, so would like to keep it, so I was just wondering about a partial refund, since I'm going to have to replace the part. The replacement part is $26 w/tax, value of coffee is $__. If the item was damaged or faulty, they’re responsible for the return shipping costs – if you changed your mind, who covers the cost will depend on the seller’s return policy. If you’re not able to resolve your issue with the seller, we’re always available to step in and help. I did file an Insurance Claim with the Post Office, however, and gave her some "tips" as to what she might be able to do to the original shorts in order to be able to wear them. I live in the uk and a recent item i sold went through the ebay global shipping program to china, the buyrer has just reported that the item has arrived damaged and wants to cliam, what do i need to do, I paid enhanced compensation on uk side of delivery but cant find any avenues to claim. It is now up to you to pursue the postal service and claim for damage. 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 have opened a not as described complaint, wait until it is eligible to be escalated, then escalate it and let Ebay handle the seller. All I am asking for is to be made whole I should have received this item in the condition that it was listed in. Wrong there!!! 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. If you lose the claim,you still have t o refund him in full,if you want the item back,you pay return shipping Hi all I have sold many items on ebay and am nearing the 1000 mark in my feedback. That means packaging properly so that damage doesn't happen. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. If you get that you can refund and claim compensation from Royal Mail. If you get that you can refund and claim compensation from Royal Mail. claim. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Nevertheless, the buyer contacted me to notify me that the parcel arrived damaged and the LP cover is now severely damaged across one corner. Either way, the seller pays for the damaged item. ‎10-11-2013 I recently sold my first item on ebay, it was a yu gi oh trading card i sold for 115 euro's. 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. posted by Gamblor at 1:23 PM on February 12, 2007. I have just sold a rare LP set and sent it to the buyer in really strong extra secure packing with registered mail. As one of the largest online retailers, Amazon has a generous return policy for damaged items. I'm very happy, the only thing is that the seller insists on using basic USPS shipping without insurance. Refund the buyer in full and then deal with your ins. Give support, share information, and connect with fellow members. I've already ordered the replacement part and it was about $26 w/tax. Go to Shipping labels - opens in new window or tab in My eBay or Seller Hub. Although you're responsible for getting the package safely to the Global Shipping Center, in general you won't be responsible if the item is damaged or lost during international shipping. Nevertheless, the buyer contacted me to notify me that the parcel arrived damaged and the LP cover is now severely damaged across one corner. Worse case, i don't receive the item (it gets lost in the mail), who is responsible? Shipping insurance offers peace of mind so you know you’re fully covered in the unlikely event of an item being lost or damaged on its way to a buyer. In these cases, we will not require the buyer to return the item to the seller.". Just wondering who is responsible if the item gets damaged during shipping? Has the policy changed? It's not an optional. I never argued with a buyer in these cases but paypal wouldn't even hear of it if I had tried to. I have recently had a buyer give me a neg because the item was damaged in transit. Item damaged in shipping - who is responsible for the insurance claim? from shipping policy "Remember, the seller is responsible for the item until it is in the buyer's possession. 3. who do I contact when the item I purchased was damaged in shipping? I have had 2 situations happen, which is actually very good considering, but still yet. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. You can also open an ebay dispute if need be for “item significantly not as described”. He's not happy. I recommend to all buyers that they spend an extra $1.50 on Postage Insurance but most don't and then expect me to replace their item if its damaged or goes astray. Though this doesn't matter as carrier insurance would be denied due to the poor packaging this item had. Again.. Mail order law requires the seller to ship product in the condition described right to the customer. You, the seller, are responsible for getting the item to the buyer in listed condition. On those items, both Buyer's initially emailed me to tell me what had happened & sent me photos of the damaged product. I am an ebay “power seller” so I have had items arrive to buyers with shipping damage. The second issue was a powder compact. Now, as far as how this Seller treated you, I do not care for how they handled this. USPS might take them if they pay the claim. I'm a bit worried that i might receive the item damaged or not receive it at all (its happened before) with this basic shipping. For more information, see our Condition of returned items policy. Share best practices, tips, and insights. Hopefully your seller will be cooperative once the claim is put in. Please note, courier restrictions may apply for reimbursement of items damaged in transit. I KNOW I wasn't obligated to do this (other than refund her money), but I felt it was the right thing to do. thats crazy. Keep us posted please! {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. For eBay purchases, eBay's Buyer Protection protects the buyer... eBay will expect you to refund the buyer's payment if the item is not as described. An inspection by a UPS representative may be required. If your item hasn’t arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. 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. 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. I DID NOT use eBay's labelling during this time (I was new to all this), but I DID have $50 Insurance thru the USPS, so I refunded her that amount... After finding out that the cleaners was unable to get the stain out, I REPLACED her item & sent her a brand new pair of shorts.