What's the best way to handle warehouse damage/flaw with expensive toy?

[teenytrinkets]

Bought an expensive toy/doll and it arrived quickly - but the face of the toy has a 1 cm slash/cut on the nose of the doll. It's pretty noticeable to me, but I could see how it could maybe have gone unnoticed by someone packing it up. I am not sure if it's warehouse damage or a defect with the toy.

The seller appears to have no more stock of this toy, so not sure what I should do.  I am poised to file a SNAD claim, but I haven't done one of those in ages, so I have no idea how that works these days.  When I followed the steps, there's a choice to do a return because of "damage" or because of "item not looking like the photo".  I am not sure which one I should choose? Would either of those initiate a SNAD, or does it just look I returned it because I changed my mind?

The seller should provide me the option of a replacement if there is one, correct?  And they should also provide a label to return the one I was shipped?

Thanks!

[cumos55]

What do the photos in the listing show?  Is the damage evident in a photo?

Was the item securely and safely packaged by the seller?

Was the box in which the item was shipped,  have evidence of being damaged?

If the item was damaged in transit... and the item was insured

then,  insurance would cover the damage to the item.

Then, It is the postal service and not the seller that is responsible for the damage....

unless the item was not packaged  in a safe, acceptable manner for shipping

[reallynicestamps · Accepted solution]

There have been no great changes in Disputes except that sellers are now responsible for MOST return shipping.

Seller is responsible for getting the purchase to the buyer promptly and securely.

Whether you were sent a damaged item or whether it was damaged in transit, it is Not As Described.

Even if a close look at the picture shows existing damage, it should have been noted in the Description.

The first suggestion in a Dispute is to contact the seller.

But you can do that before opening a Dispute.

You can attach pictures to an eBay Message.

Keep in mind you only have 30 days from delivery to start the Dispute.

You do NOT want a replacement-- first because you have no reason to believe it will be better than the original, and second because you have that deadline.

The seller can refund you immediately without a return.

He can send Return Shipping and refund on return.

He can be stubborn and refuse you.

In case of the third, you open the Dispute in the Resolution Centre at the bottom of the page.

If he doesn't send return shipping and/or a refund, you win the Dispute, he gets a Defect, you get a refund.

Feedback and disposal of the damaged item are up to you.

If he is in the USA he can send you a Return Shipping Label using Shippo.

If the item were damaged in transit, and there is no apology from the shipping company, it was badly packaged. His error, his responsibility.

If he sent a damaged item, his responsibility.

Any insurance is between him and the shipper, and your refund is not dependent on settlement of the insurance claim.