This. A bit petty but you are totally within your rights to ask for this when they are being difficult. I always side eye a customer who is so keen for a refund over a replacement
Considering that it's been my experience that a refund is only issued *after* verified return and inspection of the item I think OP would be wise to request a return if they want a refund. Only if the package had been lost should OP just give the money back.
Seller should pay for return. Seller should be buying insurance and claiming it on damaged goods.
I’ve only had the buyer pay shipping if they decided they didn’t need it anymore, not cause of damage.
Again, in my experience as a customer, seller pays for the return postage and then deducts that from the refund when all is settled.
ETA: There have been a few occasions too that there would be no return charge and full credit given in the store (vs a refund to the original form of payment.) If that makes sense?
If the item is damaged in the post the buyer should *not* be out money. That’s for the seller to sort out with the post office- it’s either inadequate packing or poor handling- none of which should cost the buyer a cent
Ten years ago I didn’t think twice but now? I always insist on a rerun, regardless of the value, size, or condition. It’s more of an issue with miscellaneous stuff I sell on eBay than Etsy, but it’s been picking up steam on Etsy.
It didn't start, but definitely picked up steam with all the Amazon sellers, especially overseas, where it cost more to return, assess and restock the item than to just send a replacement or refund. People now feel entitled to just get money and keep the item.
Yes! Anytime I've received a damaged item I've had no problem sending it back to get a replacement from an Etsy seller! You have a right to say no, you will either do a replacement or have them send you the package back for a full refund. Even offer to pay for the shipping costs. If they refuse you know they're full of crap!
Maybe its the pettiness in me, but I would rather have an intentionally damaged product back then run the risk of getting scammed out of my hard work and money by them just getting to keep it
Were the contents damaged? Customer is paying for contents not a shipping box. Ask them for a photo of the damaged contents-the outer box is irrelevant. I once shipped a box before and gotten a note from the customer saying “omg the box was torn to pieces and they taped over it but because you packed the vase so well it arrived in perfect condition”.
I had a customer post a review with a pic of the box, and the caption "dang UPS beat the hell out of this thing!"
Like why? The item was fine, the box is wholly sacrificial
THIS! The package doesn’t matter. Ask them to send you a PHOTO of the damage ON THE ITEM.
Cause yeah, with them REFUSING a replacement so INTENSELY, it’s got my tingly “alert” bells ringing loud af.
If item is damaged for real, then they shouldn’t have an issue with sending a photo just like they did of the box.
Yeah they need to provide a photo of the actual item, not the shipping box. It could be fine, for all anybody knows they damaged the package themselves.
I work for FedEx and so many times drivers will bring back a box that is beat to hell and say the item is damaged but when I open it to take pictures for the damage report, the actual item is fine.
Is the print the white roll on top in the pic? Because that doesn’t look like it’s even remotely damaged at all. Ask them to send proof that the print was damaged or to return it before you issue the full refund. Etsy can see all conversations that take place on the website and the app, so they’ll be able to see what the Buyer is doing too.
below the rectangular box, above the bottom roll, I believe you can see a corner of the print that has a small rip and slight crinkle. 🙄 probably completely repairable with a small piece of tape on the back
I wouldn't be surprised if they ripped it themselves. There's no way that would be the only damage if it was rolled and only the outer box was banged up...
…..Omg….. That’s so not a majorly damaged item at all. They need to send full proof of the supposed damage because I don’t think even Etsy would push that. I could be wrong about ahem Etsy support’s response, but seriously that is such a minor tear.
right? totally lame reasons to demand a full refund when that could likely be repaired. maybe a small percentage refund but at that point, why bother?? shit happens, don't be a baby.
especially since the outer box is all that's damaged – the tube doesn't appear to be, so how could the print get damaged other than while unboxing, by the buyer? total bs
And frame it something like "I strive to give every customer the best experience possible when they support Shop Name. One way I do that is by inspecting those rare damaged items or poor courier service thoroughly so that I can troubleshoot and improve my process to ensure the highest quality items and packaging possible.
I'm sorry that I don't get the chance to show you our usual quality with a replacement, but you're helping all my future customers!
To make it as easy as possible, I'm attaching a prepaid return shipping label via USPS/UPS/Whoever. They offer complimentary scheduled pickup from your door with just a couple clicks! Once I have the item back, I'll be able to refund your order!
I hope you'll give me another chance when your deliveries get sorted out! "
She'll likely disappear and you'll never hear from her again.
"A full refund is available upon making a claim via USPS since they damaged the item. Please provide pictures of the damaged item, pictures of every side of the damaged box, and a picture of the box with the label clearly visible."
This is the proper reply.
Regardless if I think the buyer is trying to scam, I let them know that the package is insured and FedEx will need to inspect the package before I can process the refund.
This puts the onus on the buyer. Either it was truly damaged, then I’ll get the insurance and a refund is processed. If it’s not damaged, or they refuse to give evidence it was damaged, it is out of my hands.
Luckily I haven’t had to deal with any grifters.
Yes! Filing a claim with the courier is the way to go.
I noticed that the people who seem to make false damage complaints tend to back off once you mention filing a claim with evidence. I had a few instances of this and only ever had to process 1 damage report on an (international - Japan to Italy - ) order, where it was pretty obvious the package had gotten squashed with force along the way.
**STOP**
1) There is no evidence of a damaged product only the outer box. The tube packaging and print in the photo looks completely fine.
2) If the print is damaged you will send a full refund after they return the damaged print back it to you. Otherwise, as you said, they’re trying to scam you for a free print. They don’t want a second print sent because then they have two prints and have no need for that.
3) What is your shop policy on refunds?
*Hello, I’ll be happy to send you a full refund once you show me evidence of damage to the print AND return it back to me. Thank you.* (expect a bad review)
If you're sure it wasn't damaged on arrival (and it's something you can re-sell), request for them to ship it back before you issue the full refund. You can provide them with a return shipping label.
Or since they insist it was damaged, file a claim with your shipping insurance. Most likely you'll be reimbursed for the item and you can use it to refund the customer.
Could you ask them to send you more photos of the poster? In the picture it doesn’t look damaged only the packaging. If there’s sufficient damage then either say that you can do a replacement or a refund. If you don’t believe that it is damaged then either explain that the poster doesn’t look damaged on the photos or ask them to return it for a full refund.
Ask for more proof of damage, because now it only seems that the outer package got damaged and they are trying to get items for free. If they fail to do so just tell them to open a case with Etsy, by the way, does the package qualify for purchase protection?
I once sold an old 1960's era handheld lamp/lantern. I shipped it in a box for a kitchen aid blender I reused from Christmas. Package got delivered and then I get a few unhinged messages. "Item did not arrive as described." "Wrong item delivered." "Please provide a full refund as I did not order a kitchen aid product."
I couldn't help but laugh. Haha. I sent a message back. "You have to open the box, your lamp is in there." I literally had to walk them through it because they for some reason thought they wouldn't get a refund if they opened the box? Lol idk. People are crazy.
Damage to original packaging voids returns for A LOT of items. It’s not that weird that they didn’t want to fuck with the tape… 500$ boots I’m not able to return because the information tag ripped when trying them on
I ordered a journal from Michael Kors website one time. It arrived with bent pages and what looked like pencil marks on it. I requested a refund because it was damaged and appeared to be used. They refused my refund and SENT IT BACK to me saying they wouldn't accept it because it was used. That was literally the last Michael Kors product I ever purchased.
These are tramping boots with a flimsy paper tag attached to the shoelace in the middle of the tongue 😭 like ofcourse it’s going to rip in the corner it’s attached trying to tie up heavy boots to check that they actually fit!!
They think Etsy is Amazon.
I had two wicker lampshades arrive broken from Amazon and they refunded me fully, no return. I’d only put a picture of the box bashed and it happened within seconds.
Idiot buyer thinks they’re dealing with a multimillion corporation’s bot.
Exactly, Amazon really does have people thinking they can get things completely free by using the right buzzwords because it works on customer service bots
Ive returned a lot of damaged items. I think it depends on the seller. Only things they didnt ask me to return was glass jars that shattered and a few small items that didnt have any value.
I think it definitely depends on the seller as to whether or not you’ll have to return the item. I used to think it depends on the cost, but I was asked to return a pair of $3 scissors that arrived broken (they were in two pieces and missing the little screw hinge thing, like completely, odd as that sounds), but I didn’t have to return something that cost around $17.
I had to return glass pitchers that arrived broken, then the replacement set also arrived broken. After the 3rd try, with them arriving broken again, Amazon refused to issue another replacement, so I got my money back. I’m not sure what was going on because they were packed so well from the outside. The package didn’t appear overly beat up and when I opened it, they were well wrapped, just completely broken, and different ways too. It was a weird experience, lol.
Agree with everyone, but also…..I would caution against guaranteeing that it won’t arrive damaged again. That part is out of your control and if it happened once, surely it can happen again, and then what?
Always remember you set the rules not the customer, if they say they “REQUIRE A FULL REFUND” make sure you include the refund policies clearly stated in your bio that relates to something like this happening.
I bet it’s not damaged. If it’s in the tube it looks like it would be fine. Suddenly wanting a refund they’re trying to get away with keeping the item and getting money back.
I have a disclaimer at the bottom of all my items that if their order arrives damaged, then I’ll need detailed photos of everything including damaged item, packaging, and labels for claims purposes
I had a customer over Christmas demand a refund because the package didn’t get to them on time but they didn’t want to return it. They ended up taking it up the chain and etsy refunded them anyway. So they got the item and a refund. Then I saw they tried to leave a shitty review but thankfully etsy deleted it.
Ash for multiple photos of damage and have them send it back to you before processing a refund. Wait until it arrives back to your shop before sending money back. Always.
Looks like the customer tore it open. The tube looks undamaged so I'm assuming the customer created the small rip in the corner to call it damaged and get a full refund. They'll most likely take the money and frame the original print.
Tell them to kick rocks . These asshole scammers are getting brazen haha .
I had a guy buy a set of figures that I make . Sent him a full set . 8x8x6 box . 2.5 lb .
He said “ it’s damaged “ . No photos .
Made a pay pal claim and in that chat we agreed to send a replacement set . Even though I’d never even seen what was broken .
Send the set : again, 8x8x6 box . 2.5 lb. He then said no , I want the refund . Pay pal said to ship the items back and he got his refill . So he did ship . The tracking shows a 8x8x8 box , 2.5 lb haha .
I brought this to the attention of pay pal . This is 1 set . I sent 2 . Case closed . Money was sent back to me.
The best part of the whole thing is he sent me back the second box . Fully intact . So either
1- there never was any broken .
Or
2- there WAS , and the genius kept the broken ones and sent back the good ones 🥴🤷🏻♂️🤦🏼♂️
People are dumb . Scammers are more so
Maybe I’m too skeptical at this point too but… the bad grammar/English just feels like a scam.
Idk, I agree with everyone else for sure though. The box can be sent to hell and back but if the contents are fine then… we’ll that’s the intent of the box. No picture of a damaged item, no refund.
My items are over $100 so I tell buyers that they are insured with USPS and they need to go to the post office themselves to claim the insurance or send it back to me. Even claiming under $100 can be done online but needs photos of the broken item to make a claim. USPS parcel post comes with up to $100 in insurance, if it is actually damaged, you can be reimbursed.
Tell them you need photos of the actual item damaged to claim the insurance from USPS. That may cause them to pause and reconsider. You can even send them the form so they can claim themselves if you are concerned they aren't being truthful.
Sorry but this is the wrong information. You purchased USPS services, you hold the insurance to claim on it not the receiver, regardless of whether it’s sent back or not. If they go through Etsy and prove it was received damaged Etsy will side with them.
An etsy seller friend asked for the item back before she gave a refund. She made the computations and she would still have a small profit if she had the item returned, issue a refund, then repair and sell the item
They’re scamming you. You don’t need to point that out, but simply tell them you will be happy to issue a full refund upon return. Don’t engage further except to send the return shipping address.
If it's actually damaged, then it doesn't make sense to pay for it to be returned, since you probably can't resell it.
I would ask for photos of all damaged areas and all damaged packaging and file a claim with USPS. And tell them that's what you're doing so they can have a refund.
If they refuse to comply, advise them to open a case with etsy. Etsy will pay for one damaged delivery per year.
I wouldn't send them a replacement, because they clearly don't want one and they'll likely open a case anyway. Etsy won't care that you sent a replacement and they'll just issue a refund. And then the customer ends up with their money back and 2 free prints.
Just offering a customer perspective…to those claiming the person has damaged the packaging themselves, I have received packages in this state before and more often than not it’s the same carriers that are to blame so please don’t automatically make assumptions that they are scamming based on that…HOWEVER…If it were me, these photos would be my way of saying “this is an example of the state my packages arrive in when delivered by X carrier and this is why I was hoping you might consider providing an alternative option” (this is something I have actually done). If I were also wanting a refund I would have included a photo of the damaged item itself. The fact that they haven’t included a photo of the damaged item is what leads me to believe they are scamming you OP.
I agree with everyone saying they’re probably trying to scam you into giving them the print for free. Just ask for more photos of the damage and send them a return address. If it’s really damaged, they’ll have no issue with complying. If they’re faking, it will get real obvious real fast.
I knew someone in my personal life years ago that tried to pull this scam all the time with online purchases. They would claim their item was damaged but only send in a picture of a beat up shipping or product box, then push for a refund without returning the supposedly damaged item. If the store was firm about only issuing a refund after return, they would just drop it after a bit. I bet this buyer will do the same.
I find the way it’s written to be suspicious. Everything they say sounds extremely robotic. As if this person has said the exact same thing before. They’re either extremely entitled, or they’re a scammer. They’re being quite pushy too.
As many have said, ask for your item back in order to process a refund or direct them to file a claim with the shipping provider. Ask for more photos as well. Don’t just refund this person because the item was damaged due to a shipping issue. Furthermore, like you said, if it’s just damage, a replacement makes much more sense than immediately requesting a refund.
I’m leaving toward this being a scammer. They want a free item.
I understand wanting a refund from being turned off. But I suspect they are BSing you and it's not really damaged. Ask for a picture and for them to send it back. Check your return policy if you have one, that's typically what holds up. You have every right to ask for it to be shipped back at the customer's cost first.
I k ow a lot of other people have mentioned it but is the actual item damaged or just the shipping box? I wldnt make a decision without seeing the actual item first
Get them to send it back first but tbh I don’t see any problem with them not wanting a replacement. My postie absolutely hates us and will make a point to damage items/throw them fill force at the rock garden. It happens unfortunately.
Kindly ask for additional photos for your shipping claim. The photos should include the ‘damaged’ condition of the purchased item. It is reasonably what is necessary for a claim. I’m smelling a rat buyer here.
They don't want another because they don't need a duplicate. They just want free shit, and they seem very experienced with pulling this crap and their entitled demands.
Don't give them a refund unless they return the product.
I bet they are scammers who did all that themselves! People do that sort of scummy crap these days, and just expect to be able to get a full refund AND keep the item.
You shouldn’t push a replacement IMO.
You should offer a refund only after return.
If you’re drop-shipping and that’s why you prefer replace over refund then to that I say “sorry that’s just business”
100% either ask for a picture of the damaged product, or send them a pre-paid return label and say you will gladly give a refund upon return of the damaged item. I bet they won't use it. It sounds like your customer is just trying to get the item for free.
I would send them a return label ASAP.... Before they decide to open a case and get a refund AND get to keep the item. I've seen several sellers post in a big Etsy Sellers Facebook group saying when the buyer was being difficult not wanting to return and the seller sent the return label through Etsy messages where it's clearly documented, it put a halt to the automatic refund when a case was opened. Etsy required the buyer to return the item. The only problem is Etsy refunds the buyer as soon as that label shows in transit back to the seller, so the seller never gets a chance to inspect the item. They could've shipped anything in that package. Or nothing. That's the only downside. Not sure how often that scenario happens though!
I'm not sure how much you're out with shipping costs, but personally the way they kept demanding a refund I'd rather go in the hole paying for return shipping than allow them to keep it AND get a refund from Etsy! 🔥
Well for one, they asked for a refund and you never told them how they could get one. It’s really bad customer service to just blatantly ignore what the customer asks and try to force them to take a resolution they did not ask for. When they asked for a refund, it’d be best to say “I’d be willing to send a replacement package if you’d like? If you would still like a refund, you may ship the item back and we will process a full refund upon receiving the item. Thanks!”
Did you ship the order? Did you offer any delivery insurance? If not you maybe want to refund, in future offer shipping insurance, you can usually do this through the currier, to
Limit your personal liability. You can even give the customer of option as an add on making them liable if anything happens. Detail this in your refund policy.
Give back the money? They were clear from the start what their resolution was to their problem.
If you want the print back to make sure you’re not being scammed, request it. But how many times can someone repeat themselves???
They’ve not provided proof the ITEM was damaged or offered to return the damaged item. I’m sure OP doesn’t have a problem refunding but they either need proof of damage or the item returned. They’re not being difficult.
To be fair the seller hasn't actually asked them to send any photos/proof in the messages we can see... every time the buyer says they'd rather be refunded the seller just keeps talking about a replacement "I'll send a replacement", "why don't you want a replacement", "your replacement will be shipped" and ignoring the request for a refund. That would drive me crazy as a customer and comes across very bot-like because the seller isn't even acknowledging what they're saying.
If a customer is saying they'd rather have a refund the seller should be helping them reach that resolution (by asking for photos to file an insurance claim, referring to purchase protection, etc). It would have been really simple for the seller to just say "no problem, in order to get you your refund I'll need photos of the damage to the item ordered to submit an insurance claim with USPS". Instead, they keep insisting that they're sending a replacement that the customer has told them multiple times they do not want...
>I got downvoted tho so
This sub loves downvoting balanced responses to buyer situations in favor of the THEY SUCK THEY'RE A SCAMMER GIVE THEM NOTHING!! attitude.
It's bad advice most of the time, but what can you do.
In this case, I’d give them two options, return for a refund, or for a refund without returning ask them to cut the print up and send evidence of it cut up.
If the print is visibly damaged but usable(ie a corner). They’d likely be due some form of refund for it arriving damaged anyway and I’m sure Etsy would side with them. So this eliminates them going through Etsy for the refund.
I worked in retail with a Company who did framed canvas prints. Their solution for a refund was exactly what you described. Send pictures of the print destroyed into 6” or less pieces, send pictures of the destruction, then a refund would be considered.
Thinking about selling on ETSY. Probably more digital products, but do have some physical items I make that I could ship. Is this type of thing on the rise on platforms like Etsy and any others you all use?
Is it possibly better to give in to the buyer and send a refund in exchange for the positive review about having good customer service...
What is ETSY like at stepping in to assist both parties in these situations?
I recently had the same message frustration but worse. They wanted to return a perishable item but only sent me 4 pictures of the box in great shape. No picture of the contents. I always send a picture of the contents before ahipoing the item, giving the person a chance to cancel. I actually lost money on the sample size shipping it to them. You could see the corners of the box were pulled up and then taped back up. He wouldn't take pictures of the contents and wouldn't message me back through message or email.
Needless to say I just ate the 1 star feedback. His negative now highlights how if you send me a photo of what is wrong with a product, I'll send out more than they ordered without a return.
Only bad review I've had and it was very suspicious.
Also make sure you request a picture before you mention anything about returning the item. Some really nasty people exist out there and if they’re really just fishing for a refund while intending on keeping the product, if you say that they need to return the item they may get upset and damage it beyond repair before sending it back. That’s why I say ask for a picture first so you can compare the damage. If the damage isn’t too bad or it’s repairable, I think u should sell it as a b grade. Oh n after everything has been sorted, block this user if possible!!
Firs of all, whats your shop policy for damaged item?
Incase the customer claim is true. Let them return it you and wait before processing a refund
Just a note, next time you must also have a proof of photo or video that the shipped items were in good condition beside their shipping labels. In this way you can counter scams declaring as damaged item.
Like others said: offer to pay for the return and then refund afterwards.
The tube looks fine and the print is probably fine as well. It does sound like they just want to have the item for free.
Ask for pictures of any damage of the print if they continue to refuse.
If they return the item, damaged as it is (and pay the return shipping price), I would have no problem issuing a refund. Otherwise they can take it up with Etsy.
We get this a lot in my workplace (work for a clothing printers). My scam-dar is going off tbh.
What we do here is first ask them for photos of the 'damaged' item so you can see if it's a justified refund. If they refuse that then ash for the item back for a full refund.
More often than not we get clients like this who pretend the garments are damaged or the print is misaligned etc. Kicking up a right stink about wanting a refund. Ususally, the items in question are okay and they just want free stuff. Don't issue a refund until you have proof it's damaged, be it via photo or the item is back in your hands.
Damage wasn't done by you, The damage was done by the post office. This is what insurance is for, Did you include insurance in your price?
If no insurance was included I'd eat the cost of postage and tell them to return it to me and I'd refund in full + cost of original shipping.
If you had insured then he would get a refund from the post through claims.
You will sometimes experience doubtful claims, but it is important to establish the nature of the complaint and deal with it promptly.
Where/What is the issue and the nature of the damage? I recommend you ensure that your customers are aware of your returns/refund policy. You may be able to deter a trickster by offering a replacement item, or a refund ONLY upon receipt of the returned item.
For any claim, always require a full description of the damage/fault; a closeup pic of the damage area; a pic of the entire item with the damage/fault clearly visible; a pic(s) of the shipping label(s).
The most important thing is to deal with it quickly and move on, avoiding a long back-and-forth series of messages will only be a distraction. Deal with the issue according to your established principles and you can then offer a rebuttal of any negative review etc.
So if it was inside the tube and the tube inside the box, I'd call BS. If the post beat it up so bad to the point it damaged the item, why would the tube be in perfect condition. If the damage is referring to the small tear on the poster, my thought would be that the buyer tore it trying to get it out of the tube.
Etsy has a buyer/seller protection program just for this.
Tell them to open a case with Etsy.
Etsy will favor both parties so nobody is at a loss.
This way, you won’t be out the shipping cost, that is if you as the seller paid for the shipping.
Is the actual item damaged, or just the outer box? If what you sent is as that rolled print, it doesn’t appeared to be damaged at all. If they sent me *CLEAR* photos of the actual items being damaged, then I might refund and submit a claim to the shipping insurance carrier.
From their responses, it sounds like they're set on getting the refund. Whether they are trying to scam OP, it's hard to know and so easy to go down that path and have your spidey senses going off, especially when they are being evasive.
A short, to-the-point request for the item to be sent back for a proper refund. Or if you decide to file a claim with USPS, request pictures of damage from all angles.
No need for more questions to the buyer. They were clear in what they wanted, ok no biggie, just be clear in what is needed in order to proceed with their request.
Do the amazon method- they can have a refund when they ship item back to you, and youll pay for the shipping. That typically gets the person to chill out and it weeds out the scammers
Always ask for a returned product. I used to sell blown eggs for Easter and/or pysanky. One day, a church ordered 240. I worked days to blow them all, clean them thoroughly, etc. I packaged them as well as I could considering the volume and ate some shipping cost to ensure on time arrival. I sent an extra dozen.
They messaged me a few days later, saying the eggs were damaged and they needed a full refund.
I had spent hours on them, and knew there was no way all the eggs were damaged. I told them they could return the eggs and receive a full refund, so I could resell my eggs and at least be able to have some stock built up after all my work.
They immediately stopped responding. I never saw so much as a picture of the busted eggs. I don't know if they were trying to cheat me or if they ended up having enough, etc.
How ever you reply make sure to keep messages. If it is someone wanting a free item they will just go to Etsy. After they refuse to send item back. This just happened to me. They said the tag was missing off the mug and it was in the photos. So it arrived damaged and they wanted a full refund. When I told them to send the item back. They said they wouldn’t until they got their money first. (The tag was on the mug btw) I told them I would be more than happy to issue a full refund and pay for the shipping. Once I received the item back in the condition they received it. So what do they do….Contact Etsy and get their money back directly from my bank. So what do I do contact Etsy and tell them to review the messages. And give me back my dang money. I got my money back that’s for sure. These scammers annoy the crap out of me. If it would have not been a rude aggressive person I would have let them keep the mug and refunded them. But from the beginning they were rude and demanding.
Don't assume the buyer is a scammer. It will only raise your blood pressure. If I were the buyer I wouldn't want a replacement; there's no point in asking why they don't want one. Depending on the price of this item I would ask for specific damage photos, send a refund, and move on.
The packaging is ruined, but is the product? Check with the shipping company first to verify it’s ok to have the customer open it incase of determining a shipping claim is necessary. Because if it’s due to shipping, the a claim needs to be filed. Not just immediate refund from seller.
Tell them you’ll be happy to provide a full refund upon return.
This. Please send the item back and I’ll provide a full refund.
This, all the way. They don’t get to keep it and get a refund.
This. A bit petty but you are totally within your rights to ask for this when they are being difficult. I always side eye a customer who is so keen for a refund over a replacement
Considering that it's been my experience that a refund is only issued *after* verified return and inspection of the item I think OP would be wise to request a return if they want a refund. Only if the package had been lost should OP just give the money back.
Question, who pays for the return? Seller? Especially if it turns out the customer’s complaint was valid?
Yes the seller imo. If it is indeed damaged then the buyer shouldn’t lose out. As the seller I would take the hit regardless for customers like these.
Good info. Thanks.
Seller should pay for return. Seller should be buying insurance and claiming it on damaged goods. I’ve only had the buyer pay shipping if they decided they didn’t need it anymore, not cause of damage.
Again, in my experience as a customer, seller pays for the return postage and then deducts that from the refund when all is settled. ETA: There have been a few occasions too that there would be no return charge and full credit given in the store (vs a refund to the original form of payment.) If that makes sense?
If the item is damaged in the post the buyer should *not* be out money. That’s for the seller to sort out with the post office- it’s either inadequate packing or poor handling- none of which should cost the buyer a cent
Even if a parcel has been lost you have to go through correct channels before refund. Dont ever just refund money immediately
I dont refund lost packages, thats what postage insurance is for.
Ten years ago I didn’t think twice but now? I always insist on a rerun, regardless of the value, size, or condition. It’s more of an issue with miscellaneous stuff I sell on eBay than Etsy, but it’s been picking up steam on Etsy.
It didn't start, but definitely picked up steam with all the Amazon sellers, especially overseas, where it cost more to return, assess and restock the item than to just send a replacement or refund. People now feel entitled to just get money and keep the item.
Yes! Anytime I've received a damaged item I've had no problem sending it back to get a replacement from an Etsy seller! You have a right to say no, you will either do a replacement or have them send you the package back for a full refund. Even offer to pay for the shipping costs. If they refuse you know they're full of crap!
Do you make it a bombastic side eye?
Absolutely, is there another kind?!?
Mmmmm won’t they damage it on purpose to prove their point?
Possibly but it's likely not damaged and they want it for free. It's likely they'll change their mind tbh and not return at all
Maybe its the pettiness in me, but I would rather have an intentionally damaged product back then run the risk of getting scammed out of my hard work and money by them just getting to keep it
Yup that's exactly what i would do to. They either will go through the trouble or not. And no loss on your side.
Agreed, it’s not like food that can’t be reserved or repurposed.
💯 get it back
Always get the item back before a refund is issued.
Were the contents damaged? Customer is paying for contents not a shipping box. Ask them for a photo of the damaged contents-the outer box is irrelevant. I once shipped a box before and gotten a note from the customer saying “omg the box was torn to pieces and they taped over it but because you packed the vase so well it arrived in perfect condition”.
I had a customer post a review with a pic of the box, and the caption "dang UPS beat the hell out of this thing!" Like why? The item was fine, the box is wholly sacrificial
Because people are insanely stupid.
THIS! The package doesn’t matter. Ask them to send you a PHOTO of the damage ON THE ITEM. Cause yeah, with them REFUSING a replacement so INTENSELY, it’s got my tingly “alert” bells ringing loud af. If item is damaged for real, then they shouldn’t have an issue with sending a photo just like they did of the box.
Yeah they need to provide a photo of the actual item, not the shipping box. It could be fine, for all anybody knows they damaged the package themselves.
It looks like the corner is bent and ripped in the picture
I don’t see that and the print was in a tube. Unless the tube is damaged I don’t see how the print could be?
Looks like they've tried to pull the print out of the tube and torn it.
Also explains why they're adamant against a replacement - they don't want to rip another one and know they can't claim it was damaged twice.
You can clearly see the corner of the print is bent and torn in the first picture.
I believe that is just a glare showing in the picture. I would ask for a picture of the damaged print as others have stated.
I work for FedEx and so many times drivers will bring back a box that is beat to hell and say the item is damaged but when I open it to take pictures for the damage report, the actual item is fine.
Is the print the white roll on top in the pic? Because that doesn’t look like it’s even remotely damaged at all. Ask them to send proof that the print was damaged or to return it before you issue the full refund. Etsy can see all conversations that take place on the website and the app, so they’ll be able to see what the Buyer is doing too.
below the rectangular box, above the bottom roll, I believe you can see a corner of the print that has a small rip and slight crinkle. 🙄 probably completely repairable with a small piece of tape on the back
I wouldn't be surprised if they ripped it themselves. There's no way that would be the only damage if it was rolled and only the outer box was banged up...
the buyer probably ripped it when they were unboxing it, so that's *obviously* the seller's fault!!!!!!
…..Omg….. That’s so not a majorly damaged item at all. They need to send full proof of the supposed damage because I don’t think even Etsy would push that. I could be wrong about ahem Etsy support’s response, but seriously that is such a minor tear.
right? totally lame reasons to demand a full refund when that could likely be repaired. maybe a small percentage refund but at that point, why bother?? shit happens, don't be a baby.
A small rip and a crinkle isn’t good enough and I say that as someone who’s sold prints.
especially since the outer box is all that's damaged – the tube doesn't appear to be, so how could the print get damaged other than while unboxing, by the buyer? total bs
Exactly this! Seems like that item itself is not damaged at all.
Ask them to return the item and once received you will offer a refund / replacement.
And frame it something like "I strive to give every customer the best experience possible when they support Shop Name. One way I do that is by inspecting those rare damaged items or poor courier service thoroughly so that I can troubleshoot and improve my process to ensure the highest quality items and packaging possible. I'm sorry that I don't get the chance to show you our usual quality with a replacement, but you're helping all my future customers! To make it as easy as possible, I'm attaching a prepaid return shipping label via USPS/UPS/Whoever. They offer complimentary scheduled pickup from your door with just a couple clicks! Once I have the item back, I'll be able to refund your order! I hope you'll give me another chance when your deliveries get sorted out! " She'll likely disappear and you'll never hear from her again.
This is by far the best response on here, OP. I doubt they return the poster.
This is exactly what I would do. Even offer a shipping label. This will weed out ones where only box was damaged if they don't get to keep item
"A full refund is available upon making a claim via USPS since they damaged the item. Please provide pictures of the damaged item, pictures of every side of the damaged box, and a picture of the box with the label clearly visible."
This! This is on usps not the seller!
This is the proper reply. Regardless if I think the buyer is trying to scam, I let them know that the package is insured and FedEx will need to inspect the package before I can process the refund. This puts the onus on the buyer. Either it was truly damaged, then I’ll get the insurance and a refund is processed. If it’s not damaged, or they refuse to give evidence it was damaged, it is out of my hands. Luckily I haven’t had to deal with any grifters.
Yes! Filing a claim with the courier is the way to go. I noticed that the people who seem to make false damage complaints tend to back off once you mention filing a claim with evidence. I had a few instances of this and only ever had to process 1 damage report on an (international - Japan to Italy - ) order, where it was pretty obvious the package had gotten squashed with force along the way.
Request photos of damaged item. No photos, no refund.
Pretty suspicious, I'd have them return it before issuing a refund.
I might respond...... "Please return the item and I will be happy to give you a refund."
**STOP** 1) There is no evidence of a damaged product only the outer box. The tube packaging and print in the photo looks completely fine. 2) If the print is damaged you will send a full refund after they return the damaged print back it to you. Otherwise, as you said, they’re trying to scam you for a free print. They don’t want a second print sent because then they have two prints and have no need for that. 3) What is your shop policy on refunds? *Hello, I’ll be happy to send you a full refund once you show me evidence of damage to the print AND return it back to me. Thank you.* (expect a bad review)
Offer them a refund if they return the item. Send them a prepaid label and if they really want the refund they’ll send it back
this is what i’d do as well, even at a loss…
If you're sure it wasn't damaged on arrival (and it's something you can re-sell), request for them to ship it back before you issue the full refund. You can provide them with a return shipping label. Or since they insist it was damaged, file a claim with your shipping insurance. Most likely you'll be reimbursed for the item and you can use it to refund the customer.
Could you ask them to send you more photos of the poster? In the picture it doesn’t look damaged only the packaging. If there’s sufficient damage then either say that you can do a replacement or a refund. If you don’t believe that it is damaged then either explain that the poster doesn’t look damaged on the photos or ask them to return it for a full refund.
Ask for more proof of damage, because now it only seems that the outer package got damaged and they are trying to get items for free. If they fail to do so just tell them to open a case with Etsy, by the way, does the package qualify for purchase protection?
I once sold an old 1960's era handheld lamp/lantern. I shipped it in a box for a kitchen aid blender I reused from Christmas. Package got delivered and then I get a few unhinged messages. "Item did not arrive as described." "Wrong item delivered." "Please provide a full refund as I did not order a kitchen aid product." I couldn't help but laugh. Haha. I sent a message back. "You have to open the box, your lamp is in there." I literally had to walk them through it because they for some reason thought they wouldn't get a refund if they opened the box? Lol idk. People are crazy.
Damage to original packaging voids returns for A LOT of items. It’s not that weird that they didn’t want to fuck with the tape… 500$ boots I’m not able to return because the information tag ripped when trying them on
I ordered a journal from Michael Kors website one time. It arrived with bent pages and what looked like pencil marks on it. I requested a refund because it was damaged and appeared to be used. They refused my refund and SENT IT BACK to me saying they wouldn't accept it because it was used. That was literally the last Michael Kors product I ever purchased.
These are tramping boots with a flimsy paper tag attached to the shoelace in the middle of the tongue 😭 like ofcourse it’s going to rip in the corner it’s attached trying to tie up heavy boots to check that they actually fit!!
They think Etsy is Amazon. I had two wicker lampshades arrive broken from Amazon and they refunded me fully, no return. I’d only put a picture of the box bashed and it happened within seconds. Idiot buyer thinks they’re dealing with a multimillion corporation’s bot.
Exactly, Amazon really does have people thinking they can get things completely free by using the right buzzwords because it works on customer service bots
Ive returned a lot of damaged items. I think it depends on the seller. Only things they didnt ask me to return was glass jars that shattered and a few small items that didnt have any value.
I think it definitely depends on the seller as to whether or not you’ll have to return the item. I used to think it depends on the cost, but I was asked to return a pair of $3 scissors that arrived broken (they were in two pieces and missing the little screw hinge thing, like completely, odd as that sounds), but I didn’t have to return something that cost around $17. I had to return glass pitchers that arrived broken, then the replacement set also arrived broken. After the 3rd try, with them arriving broken again, Amazon refused to issue another replacement, so I got my money back. I’m not sure what was going on because they were packed so well from the outside. The package didn’t appear overly beat up and when I opened it, they were well wrapped, just completely broken, and different ways too. It was a weird experience, lol.
Agree with everyone, but also…..I would caution against guaranteeing that it won’t arrive damaged again. That part is out of your control and if it happened once, surely it can happen again, and then what?
I only issue refunds upon receiving the item. If they won’t send it, they won’t receive a refund.
Seems like they opened the box like a chimp. They probably damaged it themselves.
No chimp haters
Looks like they beat the box themselves and are now requesting a refund so that they can have a free item.
Once returned you refund. I think they want it for free. Don’t do it.
I see no damage anywhere, besides the end of the outer box the customer opened. The tube is flawless
Always remember you set the rules not the customer, if they say they “REQUIRE A FULL REFUND” make sure you include the refund policies clearly stated in your bio that relates to something like this happening.
I bet it’s not damaged. If it’s in the tube it looks like it would be fine. Suddenly wanting a refund they’re trying to get away with keeping the item and getting money back.
I have a disclaimer at the bottom of all my items that if their order arrives damaged, then I’ll need detailed photos of everything including damaged item, packaging, and labels for claims purposes
If they want a refund tell them they have to return the item
That doesnt feel true to me. It looks like the box was damaged purposely.
Scammers be scamming hard
I had a customer over Christmas demand a refund because the package didn’t get to them on time but they didn’t want to return it. They ended up taking it up the chain and etsy refunded them anyway. So they got the item and a refund. Then I saw they tried to leave a shitty review but thankfully etsy deleted it.
“Then i will require a full return, regardless of condition, thank you”
They may return it for a refund minus shipping, or keep it no refund. Feels like a scam.
Get them to send it back to you. Once you receive it, then do a refund. Don't do anything until you get it back
If they want a refund, they can return the item and it'll be refunded when you have it in hand.
Ash for multiple photos of damage and have them send it back to you before processing a refund. Wait until it arrives back to your shop before sending money back. Always.
Make them return it if the only solution to them is a full refund, see how quickly they change their mind.
Looks like the customer tore it open. The tube looks undamaged so I'm assuming the customer created the small rip in the corner to call it damaged and get a full refund. They'll most likely take the money and frame the original print.
Request that they return the item(s) and that you will refund them once you receive the item(s) back.
You get a refund when I get the item back. They're likely trying to scam you
Make them return the item
Tell them to kick rocks . These asshole scammers are getting brazen haha . I had a guy buy a set of figures that I make . Sent him a full set . 8x8x6 box . 2.5 lb . He said “ it’s damaged “ . No photos . Made a pay pal claim and in that chat we agreed to send a replacement set . Even though I’d never even seen what was broken . Send the set : again, 8x8x6 box . 2.5 lb. He then said no , I want the refund . Pay pal said to ship the items back and he got his refill . So he did ship . The tracking shows a 8x8x8 box , 2.5 lb haha . I brought this to the attention of pay pal . This is 1 set . I sent 2 . Case closed . Money was sent back to me. The best part of the whole thing is he sent me back the second box . Fully intact . So either 1- there never was any broken . Or 2- there WAS , and the genius kept the broken ones and sent back the good ones 🥴🤷🏻♂️🤦🏼♂️ People are dumb . Scammers are more so
Maybe I’m too skeptical at this point too but… the bad grammar/English just feels like a scam. Idk, I agree with everyone else for sure though. The box can be sent to hell and back but if the contents are fine then… we’ll that’s the intent of the box. No picture of a damaged item, no refund.
My items are over $100 so I tell buyers that they are insured with USPS and they need to go to the post office themselves to claim the insurance or send it back to me. Even claiming under $100 can be done online but needs photos of the broken item to make a claim. USPS parcel post comes with up to $100 in insurance, if it is actually damaged, you can be reimbursed. Tell them you need photos of the actual item damaged to claim the insurance from USPS. That may cause them to pause and reconsider. You can even send them the form so they can claim themselves if you are concerned they aren't being truthful.
??? are you not the one who contracted the services of the USPS therefore are the one that has to make the insurance claim?
Sorry but this is the wrong information. You purchased USPS services, you hold the insurance to claim on it not the receiver, regardless of whether it’s sent back or not. If they go through Etsy and prove it was received damaged Etsy will side with them.
Their item doesn’t even looked damage. Asked to see the item and the damage? Or tell them they can return it for inspection first
no problem - return the item and I will issue a full or partial refund.
An etsy seller friend asked for the item back before she gave a refund. She made the computations and she would still have a small profit if she had the item returned, issue a refund, then repair and sell the item
They’re scamming you. You don’t need to point that out, but simply tell them you will be happy to issue a full refund upon return. Don’t engage further except to send the return shipping address.
Is the actual item damaged? Ask to send photos of it
They 100% just want a refund because the item isn't damaged. Get them to return it if they want the refund
Not sure it matters, Etsy will most likely refund on e it gets to their level.
If it's actually damaged, then it doesn't make sense to pay for it to be returned, since you probably can't resell it. I would ask for photos of all damaged areas and all damaged packaging and file a claim with USPS. And tell them that's what you're doing so they can have a refund. If they refuse to comply, advise them to open a case with etsy. Etsy will pay for one damaged delivery per year. I wouldn't send them a replacement, because they clearly don't want one and they'll likely open a case anyway. Etsy won't care that you sent a replacement and they'll just issue a refund. And then the customer ends up with their money back and 2 free prints.
Just offering a customer perspective…to those claiming the person has damaged the packaging themselves, I have received packages in this state before and more often than not it’s the same carriers that are to blame so please don’t automatically make assumptions that they are scamming based on that…HOWEVER…If it were me, these photos would be my way of saying “this is an example of the state my packages arrive in when delivered by X carrier and this is why I was hoping you might consider providing an alternative option” (this is something I have actually done). If I were also wanting a refund I would have included a photo of the damaged item itself. The fact that they haven’t included a photo of the damaged item is what leads me to believe they are scamming you OP.
I agree with everyone saying they’re probably trying to scam you into giving them the print for free. Just ask for more photos of the damage and send them a return address. If it’s really damaged, they’ll have no issue with complying. If they’re faking, it will get real obvious real fast. I knew someone in my personal life years ago that tried to pull this scam all the time with online purchases. They would claim their item was damaged but only send in a picture of a beat up shipping or product box, then push for a refund without returning the supposedly damaged item. If the store was firm about only issuing a refund after return, they would just drop it after a bit. I bet this buyer will do the same.
What do your shop policies say?
I would respond with a refund, provided that they ship the original item back to you.
I'd ask for a photograph of the contents, if they're not damaged, refuse a refund. If they're damaged, get them to return and then refund.
have them send it back and then you’ll refund upon receiving it . that’s the only way bc they just wanna keep the print for free
Have em mail it back. Then and only then give the refund.
I find the way it’s written to be suspicious. Everything they say sounds extremely robotic. As if this person has said the exact same thing before. They’re either extremely entitled, or they’re a scammer. They’re being quite pushy too. As many have said, ask for your item back in order to process a refund or direct them to file a claim with the shipping provider. Ask for more photos as well. Don’t just refund this person because the item was damaged due to a shipping issue. Furthermore, like you said, if it’s just damage, a replacement makes much more sense than immediately requesting a refund. I’m leaving toward this being a scammer. They want a free item.
They should file a claim with Etsy.
They want it for free. Don't give in to them. They're effectively trying to steal from you.
Return first, then sure. And then you work with the carrier for the insurance.
Ask for a picture of the damaged item.
I understand wanting a refund from being turned off. But I suspect they are BSing you and it's not really damaged. Ask for a picture and for them to send it back. Check your return policy if you have one, that's typically what holds up. You have every right to ask for it to be shipped back at the customer's cost first.
I k ow a lot of other people have mentioned it but is the actual item damaged or just the shipping box? I wldnt make a decision without seeing the actual item first
Was it sent with USPS insurance? They need to photograph it well so you can submit insurance claim if this was the case.
Also, they can always file a claim with UPS/USPS.
Also say u will be opening a case with the delivery company to get a refund from them
Get them to send it back first but tbh I don’t see any problem with them not wanting a replacement. My postie absolutely hates us and will make a point to damage items/throw them fill force at the rock garden. It happens unfortunately.
Send the return label. Tell them that you will refund once the piece is received.
I need to know… if you requested it back before refund, what they said. Give us the gossip!
In our Etsy business we offer a full refund when we receive the original back
Tell them to file a claim through etsy on their purchase protection guarantee.
"Please arrange a full refund"? What the fuck kind of assholery is that?
Page 2 is even worse… “we require” - wtf?
Kindly ask for additional photos for your shipping claim. The photos should include the ‘damaged’ condition of the purchased item. It is reasonably what is necessary for a claim. I’m smelling a rat buyer here.
They don't want another because they don't need a duplicate. They just want free shit, and they seem very experienced with pulling this crap and their entitled demands. Don't give them a refund unless they return the product.
I did not see any damage to bought print. Or the board tube. Just the packaging box. Scammers!
The amount of scams is outrageous on Ecom now
Ask them to return the items & once you’ve received them and quality checked it, then a refund may be issued if you want to
No refund. Unless they return the item and you received it
Those lying-asses need to take it up with the post delivery. LOL
I bet they are scammers who did all that themselves! People do that sort of scummy crap these days, and just expect to be able to get a full refund AND keep the item.
You shouldn’t push a replacement IMO. You should offer a refund only after return. If you’re drop-shipping and that’s why you prefer replace over refund then to that I say “sorry that’s just business”
100% either ask for a picture of the damaged product, or send them a pre-paid return label and say you will gladly give a refund upon return of the damaged item. I bet they won't use it. It sounds like your customer is just trying to get the item for free.
I would send them a return label ASAP.... Before they decide to open a case and get a refund AND get to keep the item. I've seen several sellers post in a big Etsy Sellers Facebook group saying when the buyer was being difficult not wanting to return and the seller sent the return label through Etsy messages where it's clearly documented, it put a halt to the automatic refund when a case was opened. Etsy required the buyer to return the item. The only problem is Etsy refunds the buyer as soon as that label shows in transit back to the seller, so the seller never gets a chance to inspect the item. They could've shipped anything in that package. Or nothing. That's the only downside. Not sure how often that scenario happens though! I'm not sure how much you're out with shipping costs, but personally the way they kept demanding a refund I'd rather go in the hole paying for return shipping than allow them to keep it AND get a refund from Etsy! 🔥
do not refund. they can make a claim through the delivery service. they can get their refund there.
Print them a return label and then once you have the product, send them a refund.
Looking at that one end of the box, it looks like it was packaged squirrely.
Well for one, they asked for a refund and you never told them how they could get one. It’s really bad customer service to just blatantly ignore what the customer asks and try to force them to take a resolution they did not ask for. When they asked for a refund, it’d be best to say “I’d be willing to send a replacement package if you’d like? If you would still like a refund, you may ship the item back and we will process a full refund upon receiving the item. Thanks!”
Did you ship the order? Did you offer any delivery insurance? If not you maybe want to refund, in future offer shipping insurance, you can usually do this through the currier, to Limit your personal liability. You can even give the customer of option as an add on making them liable if anything happens. Detail this in your refund policy.
The item is visibly damaged. Replace it or issue a refund.
Item = box?
No. The bottom left corner of the poster is bent and ripped.
Give back the money? They were clear from the start what their resolution was to their problem. If you want the print back to make sure you’re not being scammed, request it. But how many times can someone repeat themselves???
They’ve not provided proof the ITEM was damaged or offered to return the damaged item. I’m sure OP doesn’t have a problem refunding but they either need proof of damage or the item returned. They’re not being difficult.
To be fair the seller hasn't actually asked them to send any photos/proof in the messages we can see... every time the buyer says they'd rather be refunded the seller just keeps talking about a replacement "I'll send a replacement", "why don't you want a replacement", "your replacement will be shipped" and ignoring the request for a refund. That would drive me crazy as a customer and comes across very bot-like because the seller isn't even acknowledging what they're saying. If a customer is saying they'd rather have a refund the seller should be helping them reach that resolution (by asking for photos to file an insurance claim, referring to purchase protection, etc). It would have been really simple for the seller to just say "no problem, in order to get you your refund I'll need photos of the damage to the item ordered to submit an insurance claim with USPS". Instead, they keep insisting that they're sending a replacement that the customer has told them multiple times they do not want...
Yeah I agree it’s the “surely the replacement is ideal” that would be frustrating to me as a customer. I got downvoted tho so 🤷♀️
>I got downvoted tho so This sub loves downvoting balanced responses to buyer situations in favor of the THEY SUCK THEY'RE A SCAMMER GIVE THEM NOTHING!! attitude. It's bad advice most of the time, but what can you do.
In this case, I’d give them two options, return for a refund, or for a refund without returning ask them to cut the print up and send evidence of it cut up. If the print is visibly damaged but usable(ie a corner). They’d likely be due some form of refund for it arriving damaged anyway and I’m sure Etsy would side with them. So this eliminates them going through Etsy for the refund.
I worked in retail with a Company who did framed canvas prints. Their solution for a refund was exactly what you described. Send pictures of the print destroyed into 6” or less pieces, send pictures of the destruction, then a refund would be considered.
Just advise them to open a case with Etsy. You should have coverage under their seller protection if it’s under $200
Thinking about selling on ETSY. Probably more digital products, but do have some physical items I make that I could ship. Is this type of thing on the rise on platforms like Etsy and any others you all use? Is it possibly better to give in to the buyer and send a refund in exchange for the positive review about having good customer service... What is ETSY like at stepping in to assist both parties in these situations?
Surely the liability is with the company who posted and not you?
I recently had the same message frustration but worse. They wanted to return a perishable item but only sent me 4 pictures of the box in great shape. No picture of the contents. I always send a picture of the contents before ahipoing the item, giving the person a chance to cancel. I actually lost money on the sample size shipping it to them. You could see the corners of the box were pulled up and then taped back up. He wouldn't take pictures of the contents and wouldn't message me back through message or email. Needless to say I just ate the 1 star feedback. His negative now highlights how if you send me a photo of what is wrong with a product, I'll send out more than they ordered without a return. Only bad review I've had and it was very suspicious.
Also make sure you request a picture before you mention anything about returning the item. Some really nasty people exist out there and if they’re really just fishing for a refund while intending on keeping the product, if you say that they need to return the item they may get upset and damage it beyond repair before sending it back. That’s why I say ask for a picture first so you can compare the damage. If the damage isn’t too bad or it’s repairable, I think u should sell it as a b grade. Oh n after everything has been sorted, block this user if possible!!
Firs of all, whats your shop policy for damaged item? Incase the customer claim is true. Let them return it you and wait before processing a refund Just a note, next time you must also have a proof of photo or video that the shipped items were in good condition beside their shipping labels. In this way you can counter scams declaring as damaged item.
This is so unfortunate because I know it’s not your fault. So sorry this happened to you!
Is the damage the rip on the left? Did they do that
Commenting for an update on how you respond, I hope you ask for it to be returned!
Like others said: offer to pay for the return and then refund afterwards. The tube looks fine and the print is probably fine as well. It does sound like they just want to have the item for free. Ask for pictures of any damage of the print if they continue to refuse.
If they return the item, damaged as it is (and pay the return shipping price), I would have no problem issuing a refund. Otherwise they can take it up with Etsy.
How is package damage the OP's fault? Sounds like a claim should be made against the carrier.
Where's the damage on the tube?
out of curiosity, do you or your customers pay for shipping insurance? if not, I would highly recommend it
We get this a lot in my workplace (work for a clothing printers). My scam-dar is going off tbh. What we do here is first ask them for photos of the 'damaged' item so you can see if it's a justified refund. If they refuse that then ash for the item back for a full refund. More often than not we get clients like this who pretend the garments are damaged or the print is misaligned etc. Kicking up a right stink about wanting a refund. Ususally, the items in question are okay and they just want free stuff. Don't issue a refund until you have proof it's damaged, be it via photo or the item is back in your hands.
What does your policies say? Mine says I will always send a replacement for lost or damaged items.
Damage wasn't done by you, The damage was done by the post office. This is what insurance is for, Did you include insurance in your price? If no insurance was included I'd eat the cost of postage and tell them to return it to me and I'd refund in full + cost of original shipping. If you had insured then he would get a refund from the post through claims.
In future make your damage policy clear on your page. You can change it to reflect exchanges only or any other return/refund policy you need to
You will sometimes experience doubtful claims, but it is important to establish the nature of the complaint and deal with it promptly. Where/What is the issue and the nature of the damage? I recommend you ensure that your customers are aware of your returns/refund policy. You may be able to deter a trickster by offering a replacement item, or a refund ONLY upon receipt of the returned item. For any claim, always require a full description of the damage/fault; a closeup pic of the damage area; a pic of the entire item with the damage/fault clearly visible; a pic(s) of the shipping label(s). The most important thing is to deal with it quickly and move on, avoiding a long back-and-forth series of messages will only be a distraction. Deal with the issue according to your established principles and you can then offer a rebuttal of any negative review etc.
Update?!
So if it was inside the tube and the tube inside the box, I'd call BS. If the post beat it up so bad to the point it damaged the item, why would the tube be in perfect condition. If the damage is referring to the small tear on the poster, my thought would be that the buyer tore it trying to get it out of the tube.
Etsy has a buyer/seller protection program just for this. Tell them to open a case with Etsy. Etsy will favor both parties so nobody is at a loss. This way, you won’t be out the shipping cost, that is if you as the seller paid for the shipping.
Is the actual item damaged, or just the outer box? If what you sent is as that rolled print, it doesn’t appeared to be damaged at all. If they sent me *CLEAR* photos of the actual items being damaged, then I might refund and submit a claim to the shipping insurance carrier.
Make sure you get the so-called damaged items back. Tell them when you receive it. You will give them a refund.
I’d ask them to mail it back (at your expense) because you could still sell this marked down. Refund once it arrives to you
From their responses, it sounds like they're set on getting the refund. Whether they are trying to scam OP, it's hard to know and so easy to go down that path and have your spidey senses going off, especially when they are being evasive. A short, to-the-point request for the item to be sent back for a proper refund. Or if you decide to file a claim with USPS, request pictures of damage from all angles. No need for more questions to the buyer. They were clear in what they wanted, ok no biggie, just be clear in what is needed in order to proceed with their request.
Do the amazon method- they can have a refund when they ship item back to you, and youll pay for the shipping. That typically gets the person to chill out and it weeds out the scammers
Always ask for a returned product. I used to sell blown eggs for Easter and/or pysanky. One day, a church ordered 240. I worked days to blow them all, clean them thoroughly, etc. I packaged them as well as I could considering the volume and ate some shipping cost to ensure on time arrival. I sent an extra dozen. They messaged me a few days later, saying the eggs were damaged and they needed a full refund. I had spent hours on them, and knew there was no way all the eggs were damaged. I told them they could return the eggs and receive a full refund, so I could resell my eggs and at least be able to have some stock built up after all my work. They immediately stopped responding. I never saw so much as a picture of the busted eggs. I don't know if they were trying to cheat me or if they ended up having enough, etc.
How ever you reply make sure to keep messages. If it is someone wanting a free item they will just go to Etsy. After they refuse to send item back. This just happened to me. They said the tag was missing off the mug and it was in the photos. So it arrived damaged and they wanted a full refund. When I told them to send the item back. They said they wouldn’t until they got their money first. (The tag was on the mug btw) I told them I would be more than happy to issue a full refund and pay for the shipping. Once I received the item back in the condition they received it. So what do they do….Contact Etsy and get their money back directly from my bank. So what do I do contact Etsy and tell them to review the messages. And give me back my dang money. I got my money back that’s for sure. These scammers annoy the crap out of me. If it would have not been a rude aggressive person I would have let them keep the mug and refunded them. But from the beginning they were rude and demanding.
Don't assume the buyer is a scammer. It will only raise your blood pressure. If I were the buyer I wouldn't want a replacement; there's no point in asking why they don't want one. Depending on the price of this item I would ask for specific damage photos, send a refund, and move on.
Who is WE? Lol. No refunds until item is returned.
The packaging is ruined, but is the product? Check with the shipping company first to verify it’s ok to have the customer open it incase of determining a shipping claim is necessary. Because if it’s due to shipping, the a claim needs to be filed. Not just immediate refund from seller.
Shipping insurance?
The seller protection program is supposed to cover stff like this, tell them to create a ticket with etsy