Damaged Parcel

angeleyes01

I sold a brand new lego set sent it first class recorded delivery.
The buyer contacted me a couple of days later and was pretty nasty saying that it was damaged and was only fit for the bin and that she was going to open up a dispute against me.I have over 700 positive feedback and have never had this problem with a buyer before.
Should i offer to refund her once she returns the parcel to me.

pinkshoes

Tell her to return it (recorded delivery) and you shall give her a full refund (but she has to pay the return postage).

Hintza

If item was damaged in transit a good seller will also refund return P+P.

jasmineswhiskers

I received an ebay item today from Spain, the packet had been damaged/ripped (luckily the items were fine), but Royal Mail had put it in a plastic mail bag saying this item may be damaged etc, if anythings missing you can make a claim etc. I presume that if your buyer is telling the truth then their parcel should have something on it, or be in a bag with similar instructions. Maybe see what she says about that.
(ps. I think Custardy may know more about this...)

custardy

i would get the buyer to confirm the damage with photos tbh
what happens tolego to make it fit for ther bin?
its pretty tough stuff,just ask anyone thats stood on a bit in bare feet

wheresmydoshat

they do realise lego is meant to be in little pieces like that ???

zenseeker

pinkshoes wrote: »

Tell her to return it (recorded delivery) and you shall give her a full refund (but she has to pay the return postage).

It's up to the seller to cover the cost of returning the item, the buyer should never be out of pocket for a damaged item.

angeleyes01

It is only the box that is damaged .
I would have offered a refund straight away to her but she has been pretty nasty to me in her emails.
Why should the seller have to pay to return the item when it cost enough to post it in the first place.I know it is not her fault but it is not mine either.Once i refund her i am down for the postage i have already paid and have lost the money on the star wars lego that i will not be able to sell again.

zenseeker

angeleyes01 wrote: »

It is only the box that is damaged .
I would have offered a refund straight away to her but she has been pretty nasty to me in her emails.
Why should the seller have to pay to return the item when it cost enough to post it in the first place.I know it is not her fault but it is not mine either.Once i refund her i am down for the postage i have already paid and have lost the money on the star wars lego that i will not be able to sell again.

Tough, it's all part and parcel of being a seller, it is your responsibility to ensure that items reach their destination undamaged. When problems like this occur it is the sellers responsibility to sort it out and make sure that the buyer is not out of pocket, even if that means you are.

Best thing to do is this, refund the buyer and let them keep the item, the you can claim back from Royal Mail for the item, they should pay out for the full cost of the item and refund you the postage that you paid to send it, that way you will not end up out of pocket, and neither will the buyer. Look around online for the site that lists the item for the highest price, print that out and claim that value (not the ebay amount) and you may even make a couple more quid.

End result is that you have your money, they have their item and their money back as compensation, and nobody is down any cash.

rockyrose

Hi
Ive only recently started selling but had three people say via email not ebay messages that the item arrived damaged. I pack really well so asked for photos. I never heard anything back from any of them after that. They could be trying it on so ask for photos emailed to you to show the damages then go from there.

windym_2

angeleyes01 wrote: »

It is only the box that is damaged .
I would have offered a refund straight away to her but she has been pretty nasty to me in her emails.
Why should the seller have to pay to return the item when it cost enough to post it in the first place.I know it is not her fault but it is not mine either.Once i refund her i am down for the postage i have already paid and have lost the money on the star wars lego that i will not be able to sell again.

If you ordered something from John Lewis online and the package came damaged, you would be none too happy, especially if it were a gift. Ebay is no different. As a seller it is your responsibility to get the item to the buyer in the same condition it left you in. As a seller, you should take out adequate insurance in your postage preference to cover any eventuality.

Both sellers and buyers alike can be pretty awful in emails. But if you treat as you would wish to be treated, you may find the response more positive. The written word is not always accurately read.