Item arrived broken - advice please

martindow

It's not the OP's problem, but is the sender likely to succeed with a claim? If something has broken in transit this shows it was inadequately packed. Unless it is completely flat with tire marks or footprints on it I would be very reluctant to pay claims if I were the RM.

3plus1

Anyone know how long a PayPal dispute usually takes to get resolved, one way or the other...?

Apparently PayPal have been 'reviewing my case' since the weekend. I might just be impatient, but I'm surprised not to have been contacted for photographic evidence at the very least!

3plus1

PayPal have just emailed me asking me to post back the broken item at my own expense! :mad:

Any suggestions for how to do so as cheaply as possible, bearing in mind the item is about the size of a small kettle and heavy-ish and in broken pieces?

custardy

well how heavy is heavyish?

3plus1

Fair point. According to my kitchen scales, it's about 1.2kg in the box, so it'll be a bit more than that when I wrap it up. I'm surprised actually - I thought it was heavier than that.

If I pay to send the item back with a trackable number... am I likely to get an automatic refund? I'm unhappy at the prospect of losing my original £40, the additional postage and the item itself (even though it's broken and good for nothing). I guess I don't have a choice though - apparently I automatically lose my claim if I don't post the item back within 10 days of today.

I don't know what sending the item back is meant to achieve, anyway. The seller could easily lie and say the item wasn't broken (she took pictures of it for her listing - there are bound to be some that haven't been on eBay and she could claim she took when I sent the item back) or could claim I sent her back a brick. What does a tracking number prove? Just that I've sent her something!

Can I get a receipt of posting describing the contents, maybe? As well as a tracking number? I've not been to the post office in years and I'm not sure what my options are.

JesaRose

You need to provide PayPal with a tracking number so you'll need to send it by recorded post - 2nd class will do, then give PayPal the tracking number. I had my refund within 2 days after doing just that

grannybiker

3plus1 wrote: »

What does a tracking number prove? Just that I've sent her something!
quote]
Paypal does indeed move in mysterious ways. I think they have this mantra whereby they just repeat about how having a tracking number is proof of everything from evolution to the existence of UFOs!
So yes, your tracking number will prove your seller has received the item back- it won't matter to Paypal in what condition, and you can have your refund, (hopefully- it's supposed to be in the same condition it was sent, but I'm sure Paypal have encountered this problem loads of times before- asking for the damaged item to be returned is obviously how they deal with it.)
The seller can then use their photo of the item for sale, undamaged, to claim from RM, but that's not your problem so don't get concerned with that side of it!
Good luck
P.S. Would definitely use the cheapest, 2nd class option recorded, (i.e. WITH essential tracking number!) to return as I doubt very much whether your seller will refund this. She's not obliged to, and her attitude so far doesn't suggest she'll be inclined to do so! Hence whatever it costs will be down to you and an out-of-pocket expense. Unfair I know, but better than losing the full £40.

3plus1

grannybiker wrote: »

The seller can then use their photo of the item for sale, undamaged, to claim from RM, but that's not your problem so don't get concerned with that side of it!

The seller has sent me another horrible email. She's gone from harping on about her young daughter to wishing me a "nice Christmas" and saying I've caused her all sorts of stress. I haven't answered either message. As far as I'm concerned, if she wants to contact me, she can do it through eBay where a third party can read our communications. I do not want to talk to her in private.

grannybiker wrote: »

P.S. Would definitely use the cheapest, 2nd class option recorded, (i.e. WITH essential tracking number!) to return as I doubt very much whether your seller will refund this.

I'm going to go to the Post Office tomorrow and send the item back. As far as I can see, the only option with a tracking number is Special Delivery? Signed for only gives you proof of posting and a signature if the seller signs for the item. I can see her refusing to sign for the item, as she'll be expecting to receive a parcel over the next few days.

Special Delivery would cost £8.25.

PayPal did say: "PayPal requires you to use a postal service that provides trackable proof of delivery. This includes postal services like Royal Mail Recorded Delivery."

I'm not sure, though? A bit of advice before I actually go to the PO would be really appreciated. I'm so sick of this whole affair.

(PS, Again, thank you to everyone who's been helping me with my claim. Your support is really appreciated.)
(PPS, Just a thought... You don't think she'll send anything to 'my address'? It's actually my parents' house - I don't live there - and I don't want her causing them any aggro.)

custardy

nope recorded delivery gives a tracking number

shoperholicnot

i bought a poster on ebay once, which was unsual and maybe quite old.
I paid £6 for P&P and when it turned up the tube was twisted so it hasd a big line going down the middle, he had packed it in a wrapping paper tube!!!
unbelievably he insisted he could not be blamed for royal mail damaging it!
what a idiot.