Item arrived damaged to the buyer

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I shipped an item with Bartolini, even though the packaging was careful, the buyer informed me that it arrived damaged and attached some photos. I wanted to understand whether it’s possible to request a refund from the courier and whether eBay can do it directly or if I need to handle it privately.

Thanks

dcasael66

34 View listings

Posted 3 years ago·Last reply 3 years ago

3 comments

marioelegio

Mentore3 years ago

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You can try filing a complaint against the carrier, but they’ll most likely give you a hard time about the insufficient packaging. You might only have a chance if the recipient accepted the parcel with reservations, noting that the wrapping was damaged.

Anyway, you have to file the claim yourself with the carrier or the broker (if you bought the label through a provider).

mario

dcasael66

OP3 years ago

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Thanks Mario

In fact, I’ve already filed a complaint with both the courier and the broker (neither of them has replied to me yet). Unfortunately, I think the buyer didn’t accept it with reservation, so I believe it’s right that the purchase be refunded to him.

In that case, what should he do? Follow the instructions on eBay procedures?

marioelegio

Mentore3 years ago

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@dcasael66 wrote:
In that case, what should they do? Follow eBay's procedures and guidelines?

Yes, if it’s not worth getting the item back (the return would be at your expense), just issue the refund directly. (always following eBay procedures).

mario