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Ebay item - Item was damaged
BaileyB
Posts: 2,281 Forumite
Hi everyone, sorry for the long post
I'm asking this for my Brother who is having a little problem with a damaged item.
He bought a Cd radio for £95 plus £10 postage. The listing was saying it was brand new and the seller. The seller is a business seller and a power seller.
So he bought it on 08/07 and it arrived on the 13/07 via DHL and the outter packaging was showing no sign of being damaged.
Inside the cd radio box was battered and inside the box the cardboard that holds the radio in was also damaged. But the Cd radio was dented at the back, a bit of the chipboard missing and the face off badly scratched.
So my brother email him to him that the item was damaged and the box was also damaged as not new as said in action on the Tuesday.
He then got back on the wednesday saying to email pictures and it was all down to DHL that it arrived damaged and not him. So then i told him email him the pictures but open up a paypal dispute as NAD as his feedback was a little worrying with about 19 negs saying a few were damaged and seller not helpful etc.
He then emailed my brother back straight away saying it was not down to him it was damaged and DHL had done this so they will contact you about it and then look at it. (which i found rather odd). I told him to email him back and ask for a full refund as it was damaged and also a refund on the return postage.
As he had not heard anything by last night i told him to escalate the claim and let paypal sort it out.
He then emailed my brother back saying he will do his best to sort this out and will offer a full refund and return costs if he cancels the ebay transaction first and once he has got the item back a refund would be processed.
Now alarm bells started ringing here as if he cancels the ebay transaction not the paypal one as i asked him to double check what would happen to the claim?
So what is the next step to make sure he gets a full refund and postage back, this is the first time in 9 years that i have had dealing with a damaged item of this value so am not 100/% what would be the best outcome.
Do you wait untill paypal say to send it back? As atm the paypal claim is still awaiting response from the seller.
Any help would be great
I'm asking this for my Brother who is having a little problem with a damaged item.
He bought a Cd radio for £95 plus £10 postage. The listing was saying it was brand new and the seller. The seller is a business seller and a power seller.
So he bought it on 08/07 and it arrived on the 13/07 via DHL and the outter packaging was showing no sign of being damaged.
Inside the cd radio box was battered and inside the box the cardboard that holds the radio in was also damaged. But the Cd radio was dented at the back, a bit of the chipboard missing and the face off badly scratched.
So my brother email him to him that the item was damaged and the box was also damaged as not new as said in action on the Tuesday.
He then got back on the wednesday saying to email pictures and it was all down to DHL that it arrived damaged and not him. So then i told him email him the pictures but open up a paypal dispute as NAD as his feedback was a little worrying with about 19 negs saying a few were damaged and seller not helpful etc.
He then emailed my brother back straight away saying it was not down to him it was damaged and DHL had done this so they will contact you about it and then look at it. (which i found rather odd). I told him to email him back and ask for a full refund as it was damaged and also a refund on the return postage.
As he had not heard anything by last night i told him to escalate the claim and let paypal sort it out.
He then emailed my brother back saying he will do his best to sort this out and will offer a full refund and return costs if he cancels the ebay transaction first and once he has got the item back a refund would be processed.
Now alarm bells started ringing here as if he cancels the ebay transaction not the paypal one as i asked him to double check what would happen to the claim?
So what is the next step to make sure he gets a full refund and postage back, this is the first time in 9 years that i have had dealing with a damaged item of this value so am not 100/% what would be the best outcome.
Do you wait untill paypal say to send it back? As atm the paypal claim is still awaiting response from the seller.
Any help would be great
0
Comments
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Don't have time for a full reply, but don't cancel the transaction. Dodgy seller. GO through the full paypal dispute process and return recorded.0
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Yeah was thinking that at the paypal dispute its still awaiting the seller to comment. I think its another 3 stages before asking for a refund.
Anyone know the timetable if the seller just refuses to answer any questions from paypal?0 -
7 days usually?0
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DHL are terrible for damaging things..I have only ordered from the disney store 3 times...all times things were smashed, Ebay item worth £50 last wk arrived smashed from DHL......
I never have a problem with other courier companies.
Doesn't really help you but when I saw it was delivered by DHL...I had to share!
Its got to the point now that I will ask sellers if they are sending via DHL and if so avoid at all costs!
Good luck with getting everything sorted.You may walk and you may run
You leave your footprints all around the sun
And every time the storm and the soul wars come
You just keep on walking0 -
I would go through the whole paypal dispute and make sure messages are posted on the dispute. End of the day if it is the courier that broke it (and it seems stange when there is no damage to the other packaging) its up to the seller to claim compensation from DHL not the buyer. If he was a decent seller he'd apologise get you to send the item back. Refund your money in full plus a few quid extra to cover costs sending it back and then get his money back from DHL.
Do not cancel the transaction until you get your full refund. Also just to note if you cancel the transaction I don't think you can leave negative feedback which I would do in this case. Just be careful to block him from bidding on your items so he doesn't buy something from you so he can live negative feedback. By you I mean your brother. Sorry!0 -
Thanks,
He has offered a refund but wants to cancel it the listing first.
Have told my Brother to wait until paypal email him0 -
As everyone else said, keep the dispute open, and don't cancel the transaction on ebay. Only problem you'll have is when Paypal tell you to return the item to the seller (which they will). You'll be out of pocket for the return cost.Back on MSE after a 5 year hiatus.
:heart2: Rhi :heart2:
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DHL managed to samsh a entire 37" panasonic plasma.. it was beyond words when i saw it.. One giant crack on the screen. The driver must of taken turns like Hamilton with it hitting every possible side of the van. Luckily dabs were quite honest with replacing it.0
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