uncooperative user damaged goods | Questions and answers among users

roberto5405 · 2024-01-05T12:49:34.912000Z

Good morning, I sold a coffee machine worth 630. At my own expense I took out insurance with full coverage. Unfortunately the package arrived with torn paper and damaged cardboard. The user sent only photos of the damaged package and the detail of a broken edge (just an aesthetic issue).The courier is asking for proof of reservation at unloading, detailed photos and the shipping label.For 5 days I have been following up, but he sends me nothing and is asking for a return through eBay.eBay is telling me to proceed with the return, but I am standing firm in my position: 1. send documents 2. I await feedback from the insurance company 3. if everything is OK, fine, return and then refund-I have contacted eBay several times, even in chat, but all they do is keep asking for the documents to be sent.Meanwhile the case remains open and the funds are blocked.I have said that I will not issue any refund (not even partial) since I took out insurance for my own protection as wellMoreover, as I reported, the user does not seem to be acting in good faith because, in addition to not sending anything, he also made up that the item does not match the one in the listing (obviously false).Can anyone give me some advice? thanks!

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