Help with an unhappy buyer.

ikkle87

Hi guys,

Just wondered if you could give me a little advice regarding a customer who isn't happy with the items. The items were from Lush and were bath bombs etc, all were wrapped in bubble wrap and then put in a box which admittedly didn't have a lid but was padded out on top with bubble wrap and then taped to secure. Before being put in a postage back and marked Fragile and this way up.

She has sent me the following message:
Hi there, I've today received the Lush items and to be honest, I'm not that happy. Firstly because part of the package was not supported by the cardboard, just bubble wrap and secondly because of this three items have been completely smashed to loads of pieces. Now I understand that this is probably Royal Mail, but if the item had been packaged completely I would have three whole items. I would appreciate it if you could at least reinburse some of the postage costs considering it was £7.00.

Seeing as I am a new ebayer though I am not sure if she is trying to take advantage as she has relisted all the items individually for resale with no mention of the damage and has also stated the following on her auction:
Please note that certain items are breakable and are fragile, therefore I will try my best to package them as well as I can but I will not be responsible for any damage occured after they have been sent by Royal Mail. If your item is for a gift then please tell me before so I can box them

So what do I do? How much postage would you refund? It actually cost me £7.02 to post anyway.

Tia xx

chja

To be fair, it sounds a reasonable request from the seller, particularly if a delicate item was not fully supported by solid packaging.

How many items were in the package ? I would maybe pro-rata the refund to the number of damaged items (e.g. if there were 6 items and 3 damaged, I would offer to refund half, if 10 items then 30%).

You may be able to make a claim against Royal Mail if you have proof of posting.

ikkle87

It had 18 items and she is saying 3 were damaged. I have proof of posting as I sent it recorded.

Scarlett.1974

Let me get this right....... she's saying 3 of the items are smashed and now she's listed those same 3 items for sale??? And she's listed them as in perfect condititon? Has she photographed them? Are they definitely the ones you sold?

I'd guess she's taking the pee in a major way to be honest.

If it were me I think I'd ask her to refund the "broken" items and you'll do a partial refund maybe? How many items in total were there in the parcel?

chja

Ok - works out 16.7% - I would suggest refunding 15-20% of the total price.

ikkle87

She's used photo's from the Lush website, but each item that was in the parcel is listed. Things like star shaped soap and the weights I had given etc.

chja

Sorry - missed the bit about her re-listing... in that case, ask for them to be returned before refunding.

Or if she is taking the mickey, get someone else to buy them and then claim of her for damaged items - she can say what she likes in the listing, but Paypal will find against her.

Dave101t

id refund 1 pound as a gesture.
items damaged in the post are royal mails responsibility, you should tell her to swivel

sunnysea83

Sounds to me like she is taking the mick, she is claiming they were damaged but then sells them on

If she puts in a claim with R.M she would have to return them to you.

I would say that you want tosee photos of the damaged item, then say she has two options (1) to return all items for a full refund or (2) accept a £1 partial refund of the postage costs.

Sounds like shes trying it on to me!

Smart_But_Casual

I would ask her to returned them and inform her that upon their return that a refund for their value and the relevant % of the cost of postage would be forthcoming.

That'll shut her up.

hazey31

I'd definitely consider letting her know that you know she's relisted them- it seems a bit suspicious to me if they were *exactly* the same items.

Additionally they're also bath bombs- designed to be dropped into a bath to make it coloured and perfumed- surely it doesn't really matter if they've been broken on the way?