Item damaged in transit..What Now??

rachmear

My husband recently sold 2 items on ebay. They were sent via royal mail.
Even though they were packed in bubble wrap and the box itself was pretty sturdy they items have arrived damaged.
On his listing he did state no returns.
What should we do for the best? Should we expect the buyer to claim from Royal mail or should he expect to return the goods to us?
Help!!!

custardy

rachmear wrote: »

My husband recently sold 2 items on ebay. They were sent via royal mail.
Even though they were packed in bubble wrap and the box itself was pretty sturdy they items have arrived damaged.
On his listing he did state no returns.
What should we do for the best? Should we expect the buyer to claim from Royal mail or should he expect to return the goods to us?
Help!!!

why do you put no returns? i means nothing except for buyers changing their minds
refund the buyer,ask them to send photos of the damage and ask if they will retian all the packaging/item incase RM needs it
then you put in a claim with RM

rocketdog99

I am affriad that 'You' as the sender have to claim from the post office... They will give you the form over the counter!

cyberbob

As the seller it is your responsibility to get the item to the buyer. You should refund and then claim off RM yourselves. Get the buyer to take photos etc so you can submit them to RM and make sue they keep all the packaging incase RM want to see it.

JustLittleOldMe_2

Dont tell the buyer to claim themselves! You will deff get a negative! You have to claim. As a seller, i would fully refund immediately, appologise a lot, and then claim from royal mail! Any less, and i would expect a negative (or 2 in your case)

rachmear

If we were to ask the seller to return the items and issue a refund and I right in thinking its up to the seller to pay return postage? Do paypal refund just the cost of the item or the postage as well?

pulliptears

rachmear wrote: »

If we were to ask the seller to return the items and issue a refund and I right in thinking its up to the seller to pay return postage? Do paypal refund just the cost of the item or the postage as well?

The correct way of dealing with it would be to request photographic proof of the damage and then refund without the buyer returning. Why should your buyer be out of pocket on postage?

JustLittleOldMe_2

Paypal refund everything the buyer paid- the item price and postage.
If you wanted me to return a damaged item to you, at my own cost, im sorry but i would probably leave you negative feedback. Although you don't have to pay return postage, its best if you do!

firesidemaid

did you get proof of posting for the item or was it sent via a tracked method?

i would ask the buyer to send you photos of the damaged item and packaging. then you can give a full refund via paypal, including the postage - you can claim all of this back from RM.

rachmear

Ok, thanks for your advice. I am a little confused though. In this post http://forums.moneysavingexpert.com/showthread.html?t=2109023 ) the seller was told that the buyer should return the item at their cost..Why is that case different to mine. The product left us in perfect condition?

cyberbob

rachmear wrote: »

Ok, thanks for your advice. I am a little confused though. In this post http://forums.moneysavingexpert.com/showthread.html?t=2109023 ) the seller was told that the buyer should return the item at their cost..Why is that case different to mine. The product left us in perfect condition?

You could ask them to do that. But if I was the buyer that would be an Instant neg. You are responsible to get it to them in one piece it didn't arrive such so claim of RM. The one you are looking at that is due to the item being claimed to be not as described not damaged in the post as yours is. Yes they could claim a SNAD through paypal if you refuse to refund. They would win and you will get bad feedback (well deserved as well)