Need advice about returned damaged item.

TheRevolver · #1 03-19-2013

I sold an item about a month and a half ago. A week later the customer contacted me, claiming the item was too small for him. I told him that's fine and to send to my PO Box.

I totally forgot that this ever happened and when I went to my PO Box today, I seen the returned item.

I get back in the car and open the box and seen that the item was totally destroyed.

I know this didn't happen from USPS because some of the glass was broken and there were missing pieces. If UPSP did this, the missing pieces of glass would have been in the case or box and there were none. Also, the item was in a protective case inside the box, the case is hard and couldn't have been penetrated. I've shipped hundreds of this item and never had 1 damaged.

It's weird because he shipped the item February 21st and hasn't contacted me since.

Even though I did just get the item today, you'd think he would've contacted me by now as it's been almost 30 days since he shipped it.

My question is, should I contact him? I believe he knows the item is destroyed and lied to me thinking I'd blame it on the PO.

As I said its been almost 30 days and he hasn't contacted me at all. He broke the item and then lied about it.

I just don't know if I should leave it alone and refund him or tell him and see what he says or just don't contact him at all.

What would you do in this situation?

I feel like he doesn't deserve a refund as the item isn't in the same condition it was when I shipped it, Its totally destroyed.

If he does end up contacting me and demands a refund, if I tell him no he will most likely open a case and possibly leave a neg.

I just don't know what to do.

zoneout · #2 03-19-2013

Seems to me doesn't hurt to wait him out. Maybe they'll find a conscience in the meantime.

TheRevolver · #3 03-19-2013

Quote:

Originally Posted by zoneout

Seems to me doesn't hurt to wait him out. Maybe they'll find a conscience in the meantime.

Yea, I was thinking the same thing. I just don't want it to backfire on me.

He knows what he did but we all know how buyers can be.

zoneout · #4 03-19-2013

Was there a tracking number on the box? Check it out , maybe it doesn't show delivered hence the lack of any contact.

TheRevolver · #5 03-19-2013

Quote:

Originally Posted by zoneout

Was there a tracking number on the box? Check it out , maybe it doesn't show delivered hence the lack of any contact.

Yea, he got tracking on it, I checked it and it shows delivered.

TonyAlmeida · #6 03-19-2013

ebay or amazon?

TheRevolver · #7 03-19-2013

Quote:

Originally Posted by TonyAlmeida

ebay or amazon?

It was eBay.

newjerseymax · #8 03-19-2013

I would wait it out and see what happens and if he does contact you then inquire about it being broken. Then another evaluation based on response is required..

danshan · #9 03-19-2013

Depends on the account you used to sell it, if you care about it, is it worth the refund amount to avoid neg fb or fleabay reviewing your acct. Only you know the answer to that

TheRevolver · #10 03-19-2013

Quote:

Originally Posted by danshan

Depends on the account you used to sell it, if you care about it, is it worth the refund amount to avoid neg fb or fleabay reviewing your acct. Only you know the answer to that

Exactly! It's definitely worth it to me to refund him but I'm not gonna be a pushover and just let him do this to me.

He needs to know this is not okay and sellers won't put up with it.

I have 100% positive feedback so far. His 1 negative will barely affect me but it could easily be avoided if I refund.

As I said though, I'm still confused on what to do.

I've weighed my options and still can't decide.

rsot · #11 03-20-2013

@OP, what is the value of the item?

zoneout · #12 03-20-2013

Ya, but he never emailed you that it was broken-just too small. So if you received it broken then he is responsible - maybe he took out insurance on it and has put in a claim already.

moneyhustler88 · #13 03-20-2013

Well I know I'm a inexperienced seller compared to you big ballers on asp kin..
But my rule is always if a customer says they didn't get the item or it was damaged..prove it to me. Photograph evidence is what I always ask for so I can just forward this to Royal Mail or the courier.
But in your case perhaps you could just wait it out like people have said

rsot · #14 03-20-2013

If he has not contacted you or started claim, just dont instigate - onus is on him. He has NOT followed proper steps

TheRevolver · #15 03-20-2013

Quote:

Originally Posted by rsot

@OP, what is the value of the item?

Value of the item is around $50.

Sandy D · #16 03-20-2013

Quote:

Originally Posted by moneyhustler88

Well I know I'm a inexperienced seller compared to you big ballers on asp kin..
But my rule is always if a customer says they didn't get the item or it was damaged..prove it to me. Photograph evidence is what I always ask for so I can just forward this to Royal Mail or the courier.
But in your case perhaps you could just wait it out like people have said

In most cases I will ask for pictures also.

I hope this works out for OP as he has done really well and one bad apple makes it seem like the end.

We all get those but in this case I hope it works out for him.

moneyhustler88 · #17 03-21-2013

Yeah the problem with asking for pics i find is a lot of the time your stupid scamming customer will go and kick the parcel. Then take a picture when it was 99% of the time probably not ever damaged he just wanted a part of it or free item

ratleg · #18 03-21-2013

when did you sell this item? I think buyers can't open a case after 2 months, and you say it's been a month since he shipped it, so the 2 months wait time is almost or already over. Or can the buyer open a case on paypal after 2 months?

TheRevolver · #19 03-21-2013

Quote:

Originally Posted by ratleg

when did you sell this item? I think buyers can't open a case after 2 months, and you say it's been a month since he shipped it, so the 2 months wait time is almost or already over. Or can the buyer open a case on paypal after 2 months?

Yea, you're right. I believe he bought sometime in January. At first I thought it was like a week before he returned but I think I remember it saying January. I'm not sure about the Paypal dispute process though.

The more I think about it, I just want to go and refund him, I don't need this coming back to bite me in the a**, if you know what I mean.

On the other hand, us as sellers can't be pushovers. We need to stand our ground on things like this. Hard to do but needs to be done.

So confused on what to do

zoneout · #20 03-22-2013

It's 60 days on PayPal. I would wait as its close to the deadline but that's just me.