Issued a refund for a customer, but the item came back damaged.

[ConImportsShop]

One of my items was sent to the customer, but they couldn't figure out how to build the product (I sell partially assembled model ships and the buyer has to finish the assembly) and they wanted to send it back. I didn't issue the refund but somehow it was approved and processed without my input. So can the buyer always request the refund without the seller's approval?

Second question: The refund was issued and I received the ship but it's damaged.

In my shop policy it says "Buyer is responsible for loss in value (as agreed upon with seller) if an item isn’t returned in original condition."

So how do I get reimbursed for the damages they caused?

I'd like to prevent people from automatically refunding without talking to me first, how can I avoid that so I am the one approving refunds? And how do I get my money back for damaged returns?

[sharonjenkins1]

Apparently Etsy refunded for you- did the customer not contact you before that?  You are supposed to get 48 hours to resolve an issue after the customer makes a help request.  I guess you are fortunate that you received your item back even though it is damaged.  Etsy has been refunding and not requiring return of the item.  Did Etsy refund from your shop or from Etsy funds?

[CoquetteBath]

yes, a refund can be forced upon you.

Second, be very grateful you got the item back, damaged or not. Most folks (from forum reading) do not.

Third, since your items are over the limit Etsy has imposed for purchase protection, you're going always be on the bad side of this. They will refund without your permission. You may not get the item back. And you don't have a way to get more money out of the buyer, either.

You didn't get their credit/debit card info (Etsy has that). Etsy isn't sharing (which is fine with me, because it is something that can be abused). Now if your seller wants to pay you, and you send them a claim say via PayPal...

but I'm going to say that they will not pay. And this is something you'll have to keep in mind.

[BagmakerSupply]

@ConImportsShop: Just speculating. but is it possible that the refund was for "not as described"? On Etsy 'handmade' means either actually made by you, or designed by you and made exclusively for you by a production partner. Only ask because nowhere in a listing could I find what your contribution to 'handmade' is. If I had the talent to design something like this I'd be emphasizing it, otherwise it looks like you are merely reselling other people's handmade items.

[ArtDollsbyJD]

It sounds like the buyer opened a help request.  Within 48 hours the buyer can escalate it to a case.  Etsy reviews the case and makes a decision.  If they believe the buyer is due a refund then they issue it and because your items are over $250 Etsy seeks recoupment immediately.

Perhaps what you request the buyer complete perhaps was damaged during shipment?  With the request did you ask for photos?  What sort of information do you give the buyer to complete the task? Is there any possibility that these items are too delicate and possibly easily damaged.

Unfortunately in this case there is nothing you can do for a claim.  Did you ask the buyer to return prior to them opening a case with photos for help.  Did you request upon return that they ship the item with insurance?  That it be packed a certain way.  If the buyer did not purchase insurance for the return then there is no insurance to compensate the damage.  Photos would have been an asset in this case.

[WanderlustByLucie]

I refunded a buyer because hat didn't fit and sent him a return label. He hasn't sent the 295.00 hat back. Etsy support chat never answers...what do I do now?

[ModJose · Accepted solution]

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