Return request from a customer | Community Mentor Help

jeanmi27 · 2026-07-07T21:09:47.509098Z

Hello eBay community,I’d like your opinion on a dispute I’m having with eBay.A buyer ordered a lot of two VCRs from me for €90, plus €90 in shipping costs for delivery to Sweden.Given the weight, I shipped the two devices in two separate packages of about 20 kg each.The buyer did receive both packages. When unpacking them at home, he found that one of the two VCRs had been damaged. He then opened a return request with eBay for damaged item.I explained to him that, according to the carrier’s rules, he should have checked the condition of the packages when he collected them. In the event of visible damage, he could either have noted reservations or refused the package, which would have allowed the carrier to be held liable.While the case was being handled, eBay suspended all of my listings, including some ongoing auctions, until the dispute was resolved.I do not agree with this decision, because I believe that the lack of inspection upon receipt prevents me from claiming compensation from the carrier.Moreover, only one of the two VCRs was damaged. The second arrived in perfect condition. I offered him a solution concerning only the damaged unit, but he preferred to request the return of both VCRs.I feel that the return process is being used to my detriment, even though part of the order is as described and I will have to bear the shipping costs, the return shipping costs, and the loss of the damaged item.In the end, eBay decided to refund the buyer in full despite the explanations I provided.In your opinion, does this decision seem justified? Did I make a mistake in handling this sale, or do you think the process is unfavorable to the seller in this kind of situation?Thanks in advance for your feedback and your experiences.

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Return request from a customer | Community Mentor Help | eBay France