EBAY QUEEN: What happens when your eBay purchase arrives broken?

Dear eBay Queen: I sold a set of eight dinner plates to a buyer in Texas. The buyer contacted me to let me know some of the plates are broken. I contacted UPS and filed a claim. UPS says it is issuing a check, but I believe the check is for the value of the item, not the shipping costs. The value of the plates is $55. Does this mean UPS is sending a check for $55? Is it sending that to me or my buyer?

 It baffles me that these plates arrived broken. I wrapped each plate in bubble wrap, and filled the box with foam peanuts. I don’t know how I could have packaged them any better than I did. Do I need proof the items were broken from the buyer? She says half the items were broken or damaged (four plates).

What proof or documentation do I need from her to prove that? Should I ask her to photograph the items, or send them back? Do I refund half of her money, or all of it? Thanks for your help. — Pottery Connection

Dear Pottery: It can be very frustrating to package items, taking every precaution to make sure they get there safely and still have them arrive damaged. If UPS says it is going to send a check, that usually means its investigation is over, and it does not need any more proof or documentation.

Normally, with UPS claims they send the check to the person that mailed the items. When you made the claim, was it for the total amount, or for the four plates that were broken?

If you have a reason to believe the buyer is not telling the truth about the plates being broken, you can certainly ask if she would take a photo of the broken items and packaging and e-mail that to you.

 If this were my transaction, I would refund the same amount UPS was sending me a check for — whether that is for all eight dishes or only half for the dishes that were broken. Some people might think it is wrong to give the buyer the full amount back.

I believe it would be wrong as a seller to keep the full amount, as you’ve already been paid for the items. This is just reimbursement for damaged goods for the buyer.

For more information on the UPS claims process go here: http://www.ups.com/content/us/en/resources/service/claims/hlp/damage_process.html

Dear eBay Queen: I’ve been selling on eBay about five years. I usually put all my items up for auction a couple of times, and whatever doesn’t sell after several auction-style listings, I’ll put it in my store at around 20 percent more. I have about 500 or 600 things in my store at all times. My eBay friend disagrees with the way I do this. She thinks stores are a waste of time.

I’ve found that buyers don’t have any idea why store items are usually listed for higher prices. I’ve informed several buyers about the higher commissions for store items. My friend disagrees with this and thinks I shouldn’t do that. What do you think? — Aileen, Richmond

Dear Aileen: Are you selling many items from your store? If you are meeting your selling goals by running your business this way, then I say “keep doing it.”

Some sellers’ eBay stores are not working for them as they should. If this is the case, I would start putting those items on Fixed Price with Best Offer.

I think it’s OK to tell a buyer your costs are higher when you put something in your store. I probably wouldn’t volunteer that information. Most buyers, (whether on eBay or at a department store), only care about their bottom line, not the seller’s. Congratulations on making eBay work for you.

Strange eBay item of the week: eBay item 150383246986 (enter this number in the eBay search box in the top right corner of the home page). Old green glass still sells. Check out this Vintage McKee Laurel Jadite Scottie Dog Toy Dish set. It sold for $1,123 at  http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=150383246986

Suzie Eads is a nationally known eBay marketer and eBay trained education specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail: the eBay Queen