Item damaged in transit..What Now??

rachmear

cyberbob wrote: »

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)

Very harsh and unneccesary!! I'm not refusing to refund. Just trying to get my head around the ins and outs of the case.
To me the above case was one which left the seller in good condition and did not reach the buyer in good condition. Our scenario is the same. I couldnt understand why I'm being told to refund and claim off RM and the above seller was told to tell buyer to send item back at the BUYERS expense?

Never mind. I'll not ask for advice again if this is the attitude I get.

custardy

rachmear wrote: »

Very harsh and unneccesary!! I'm not refusing to refund. Just trying to get my head around the ins and outs of the case.
To me the above case was one which left the seller in good condition and did not reach the buyer in good condition. Our scenario is the same. I couldnt understand why I'm being told to refund and claim off RM and the above seller was told to tell buyer to send item back at the BUYERS expense?

Never mind. I'll not ask for advice again if this is the attitude I get.

so why do you think the buyer should pay to return the item to you? this isnt a dispute over the described condition,it is for a broken item
they paid for the item and that is their part done.
how it is packaged and sent to them is out of their hands

Maldives_lover

The buyer had a contract with you and has fulfilled his part. Your contract for delivery is with Royal Mail they haven't fulfilled their part. You need to claim from Royal Mail. The buyer is not at fault and shouldn't be out of pocket on this purchase. Put yourself in his position, would you want to pay to return the goods if you were in his position?

3_cheeky_princesses

rachmear wrote: »

Very harsh and unneccesary!! I'm not refusing to refund. Just trying to get my head around the ins and outs of the case.
To me the above case was one which left the seller in good condition and did not reach the buyer in good condition. Our scenario is the same. I couldnt understand why I'm being told to refund and claim off RM and the above seller was told to tell buyer to send item back at the BUYERS expense?

Never mind. I'll not ask for advice again if this is the attitude I get.

No its a different scenario. The case you quoted is for a item that is not as described in auction listing (its is dirty etc) whilst your item is as described but got broken in the post. There is no point in buyer returning to you because it is broken so cant be used or re-sold. It is easier for you and them if they email you photos of the damage to the outside of the packaging and the contents to help you file a claim against Royal Mail whilst you refund them immediately for cost of item and the postage so you keep them on side to help you with the claim from Royal Mail.

If they open a dispute paypal will refund them that anyway plus they then may not give you a neg.

I also believe that only the sender can make a claim from Royal Mail anyway or have i got that wrong

martindow

Not what you want to hear but I suspect you may also have problems claiming from RM. Either because the item is excluded (glass for example) or is fragile and inadequately packed (which is why it broke). Worth claiming but likely to be turned down.

rachmear

I can return the item.
It was adequatly packaged.
It wasn't glass, it was a confectionary item.

custardy

return a damaged item for refund?

richardginger

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!!!

You sold the items and contracted Royal Mail to deliver them, they arrived damaged. The buyer is not at fault so should be refunded and you should take up the matter with the carrier, i.e. Royal Mail. Although in my experience and even if you do want to complete the 15 page claim form, the most you are likely to get back is a pack of 10 first class stamps . . .

soolin

richardginger wrote: »

You sold the items and contracted Royal Mail to deliver them, they arrived damaged. The buyer is not at fault so should be refunded and you should take up the matter with the carrier, i.e. Royal Mail. Although in my experience and even if you do want to complete the 15 page claim form, the most you are likely to get back is a pack of 10 first class stamps . . .

Are you using a UK claim form

It's two sides of an A4 form and if the claim is eiligible you get back the item cost and actual postage by cheque.

cyberbob

rachmear wrote: »

Very harsh and unneccesary!! I'm not refusing to refund. Just trying to get my head around the ins and outs of the case.
To me the above case was one which left the seller in good condition and did not reach the buyer in good condition. Our scenario is the same. I couldnt understand why I'm being told to refund and claim off RM and the above seller was told to tell buyer to send item back at the BUYERS expense?

Never mind. I'll not ask for advice again if this is the attitude I get.

I apologise if it sounded harsh but your responses sounded like you were attempting to get out of your liabilities as a seller. As others have said no your case is not the same. One is an item not as described and the other (yours) is because the item was damaged in the post.

Its not an attitude its pointing out your responsibilities as a seller. If you are unable to accept those responsibilities maybe ebay is not for you