Damaged Package

[mapleleaf-collectibles]

A couple weeks ago I had a buyer claim he recived a damaged package, and the contents were missing, 6 old magazines. On the tracking number it shows the package as delivered. I asked the buyer to send me photos of the damaged envelope, but he said he did not know how. I filed a claim with Canada Post to get refunded for the loss, but the buyer has not responded to their requests for photos or information. Does this mean I am off the hook or can this buyer still request the money back through Ebay somehow? In the event he leaves negative feedback, what are my options? Thanks for any help or suggestions! 

[reallynicestamps · Accepted solution]

To be refunded through eBay they would have to file a Claim for Not As Described.

It's up to them to figure out how to do this. They are grownups and don't need a teacher.

If they do make a Claim, you are allowed to refund without return or to demand the return before refunding.

But you would be refunding.

Unless.

When you send the Return Shipping*, you refund when you get the package- whatever it is.

Sigh.

But.

If they don't return anything, you win the Claim and don't have to refund.

However.

In addition to eBay's Buyer Protection for 30 days, the purchase was also probably covered by their credit card, which has a chargeback program good for 120 to 180 days from Payment.

EBay will help with the chargeback, but not much.

In passing, damaged packages are taken seriously by carriers. There is usually distinctive packaging or even a letter included with a delivered with damage parcel.  Ask for that back as well.

*Which is another question if your customer is not in Canada, but not for now.

[mapleleaf-collectibles · Accepted solution]

I guess I will just let this play out and see what happens. It all seems a bit fishy. I have done everything I can to help this buyer to this point, so I am crossing my fingers and hoping Karma takes care of me.