Broken item, Mondial Relay and eBay are bouncing the blame back and forth
Summary: la-requinerie shared their experience of selling a DVD that arrived broken to the buyer. They refunded the buyer and tried to claim insurance with the shipping company, which directed them back to eBay. However, eBay instructed them to contact the shipping company again, creating a loop of responsibility. la-requinerie is seeking clarification on who is at fault in this situation.
Hello,
I sold a DVD on August 7, and it arrived broken at the recipient's place. I immediately refunded the buyer, and contacted Mondial Relay to use the insurance, but since I paid for the shipping label directly on Ebay, here's their response:
"Your label having been created via the <EBAY> website, if you wish to make a claim regarding a parcel delivered by Mondial Relay, we invite you to contact their customer service.
They will then get in touch with Mondial Relay to process your request."
Basically, it makes sense, but after struggling with Ebay's bots, they just tell me to contact Mondial Relay customer service.
Who is at fault in a situation like this?
utrillo87
·Aug 14, 2026 at 3:51 PMyou are not at fault, simply the AI is programmed so that you are not compensated, the seller always loses, disheartening,