Advice required - buyer has reported a faulty item

foxeymoxey

Hi there,

I sold a cd changer on ebay last week. It was in perfect working order when I sent it, it was bubble wrapped and sent in a sturdy box by Special Delivery.

However, I have just received an email to say that it is not working properly, and the buyer suspects that it is because the manual says that the 'transportation screws' must be installed and the magazine taken out.

I originally bought this item 2nd hand from ebay so did not have the said screws, and when I received it the magazine was not removed, so I assumed it would be fine sending it the same way I received it.

What should/can I do here? Is there any way I can claim compensation from the Royal Mail? And what should I tell the buyer, should I get them to return the cd changer, and should I be expected to pay for the return?

Thanks in advance

ben500

foxeymoxey wrote:

Hi there,

I sold a cd changer on ebay last week. It was in perfect working order when I sent it, it was bubble wrapped and sent in a sturdy box by Special Delivery.

However, I have just received an email to say that it is not working properly, and the buyer suspects that it is because the manual says that the 'transportation screws' must be installed and the magazine taken out.

I originally bought this item 2nd hand from ebay so did not have the said screws, and when I received it the magazine was not removed, so I assumed it would be fine sending it the same way I received it.

What should/can I do here? Is there any way I can claim compensation from the Royal Mail? And what should I tell the buyer, should I get them to return the cd changer, and should I be expected to pay for the return?

Thanks in advance

I'd suggest you ask the buyer to return it for examination, once in your hands and tested, if faulty return full payment plus postage, if not refund payment without postage and advise the buyer that as no problem was detected you have deducted costs of postage each way, inform paypal if payment was made through them what you have done and why in anticipation of clawback.

If you have not followed recommended packing instructions issued by the manufacturer and a fault has resulted then you obviously cannot expect the buyer to accept the loss, however it may just be the buyer is looking for discount, if this was suggested I would stick to my guns and insist on return and refund.