What should happen when an item sold through eBay is damaged during shipping?

Question

I sell custom portraits auction-style on eBay, and always offer the option of shipping insurance (through USPS). This particular buyer opted out of the insurance. I sent the portrait via USPS global priority in prisitne condition. When the buyer recieved it she said that the packaging was ripped and the portrait had a hole through the middle of it. I asked her to email a photo of the damage, but she says she can't get a hold of a camera. Instead she filed a claim for a full refund with Paypal. Does have any experience with this? Who will Paypal "rule in favor of"? Any help will be much appreciated!

Answer 1

I have had this happen -- I sell too, on eBay. From what I have seen and heard, this PayPal insurance is between PayPal and the buyer. They get this insuance if they meet certain PayPal guidelines and it is a "perk" of using PayPal. If she provides PayPal with what they need (and it isn't much) PayPal will give her a refund BUT it will not come from you. It is called buyer's protection.

Answer 2

How can you be held responsible for shipping damage. You didnt deliver the package yourself. The Postal service did. The buyer opted out of insurance which makes any damages their own liability. Thats what insurance is for!

You can't go back to someone who sells you a used car and sue him if it is damage on delivery...the delivery company is to blame. Thus they should be complaining to the postal service for damaging it in the first place!

Answer 3

Generally, if the item is damaged during shipping when a buyer opted out of shipping insurance, it is the buyer's loss.

In the future, simply REQUIRE shipping insurance. It doesn't cost much and won't inhibit many buyers.

Answer 4

Pay pal can choose to pay for the damage because she used their services. If the buyer refused the insurance option then her only recourse should be Pay pal or the USPS.