Customer asking for a refund for a damaga item

[greatfindoutlet]

Hi Guys, 

I just need advice as to what to do... This is the first time that it happen to me.

I sent this beautiful wooden (outer) and plastic (inside) jewellery. I wrap it separately followed by 3x layered of bubble wraps and paper and plastic. I sent it by Ebay satchel and I made sure that's its secure as I sent glass,etc before and I never had problem.

The customer filed a return on the 6th July and said that "The rim on the inside of the bottom piece is broken for two thirds of the way around. The item is not carved wood, as is described".

That same day 6th July, I'd ask her to send me the photo but she came to me on the 10th July (4 days later) with these photos...

 

I told her to sent it back to me as I want to complain to the courier but when I got the item today, I realised that she sent the item back in its original packaging and she use a satchel as well but the item was not damage or have any added damage.  It was secure and there's no way it will be damage like she said. (see photos below)

The customer wants me to refund her the orignal payment/postage plus the return postage.

I am not happy to refund her 'cause it looks like she either drop it or deliberately broke it to get a refund.

Do I have the rights not to refund the return postage or am I obliged to refund her in full?

Need advice desperately as to what to do..

Regards, 

Rachel

[*tippy*toes*]

I can't see most of the photos, but if she's opened a not as described dispute and escalates it, there's not really a lot you can do. Are you able to upload the photos again using the photo uploader? It's the little picture of the mountain above the text box where you typed. If you are saying it's come back without any damage at all, then you need to let eBay know that, with photos, before she escalates. As soon as she escalates, the dispute will immediately close in her favour. DO NOT ask eBay to step in and help otherwise the dispute will instantly close in her favour.

[kopenhagen5]

Keep in mind if the carrier has dropped a 10kg package on top of yours and the bowl or lid is sitting side ways, it's possible it was cracked in such a scenario.

I personally would have also put them in a strong little box then in the satchel.

Fragile items, I often buy a $2 plastic container (similar to Tupperware) to put them in after bubble wrapping.

[lyndal1838]

There are certainly some "nibbles" around the black rim of the container.....if they were there before you sent the item and were not described then the buyer has a point.

Also, are you quite sure it is carved wood?  It looks very much like resin to me.

Again, the buyer may have a case for not as described.

If it is not as described then you should refund in full plus pay the return postage.

[phorum_junkie*]

I don't know how much the item cost the buyer including postage as I couldn't see it in your completed listings but I agree with Lyndal that it certainly looks more like resin than wood and as you did not box it is is highly likely it could have been damaged in the post. 

Personaly I would probably just refund once I saw the photos and not ask for it to be returned, To me it would just be throwing good money after bad paying for the return and that is what you would have to do if the buyer claimed through ebay and won which they probably would. .

[ozstockman]

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@phorum_junkie* wrote:

I don't know how much the item cost the buyer including postage as I couldn't see it in your completed listings but I agree with Lyndal that it certainly looks more like resin than wood and as you did not box it is is highly likely it could have been damaged in the post. 

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I work with wood and I have used to do carved things as well. It does not look to me as wood at all. If it has been carved in wood by hand it would not be cheap. There is no eqipment that can carve wood fast and it is even more complicated if carved area is round.  I guess that carvingis just made from a plastic using a mould.