Damaged in transit - please help

missile

Buyer contacted me to say a granite sink was damaged in transit. She claims it has a large crack accross it and is virtualy in two pieces. It was send parcel post and not insured

These sinks are extremely strong, it was properly packaged in manufacturers original packaging. I don't understand how it could have been damaged in transit. Any advice gratefully accepted.

She wants to return it. Is she entitled to a refund? What should I do?

cally6008

1 - ask for photos as proof

theonlywayisup

missile wrote: »

Buyer contacted me to say this item xxxxx was damaged in transit. She claims it has a large crack accross it and is virtualy in two pieces. It was send parcel post and not insured

These sinks are extremely strong, it was properly packaged. I don't understand how it could have been damaged in transit. Any advice gratefully accepted.

She wants to return it. Is she entitled to a refund? What should I do?

I would firstly remove your item reference, there is no need to identify yourself.

The buyer is new to Ebay and may not be aware that she can open a paypal dispute as a SNAD (the item not being as described due to damage). She will then have to send it back to you for a refund, which she will get for the full purchase price and the outward postage payment.

However, this is going to cost her to return.

I am a business seller, so it is easy for me to say I will refund in full on photo damage.

However, this is a large amount of money, which you will NOT get back from the courier company as you did not insure it fully. This is NOT the buyer's fault. So, morally I would ask for photos and refund. There really is no point in causing the buyer any expense to return this item to you.

Kestrel

I think you're stuck between a rock and a hard place I'm afraid. I think the advice you have been given on post #2 is spot on - ask for photographs of the damage and proceed to refund in full including the postage costs once you have carefully looked at the photos. Don't forget you can claim some of your ebay fees back by opening a mutual agreement to cancel the transaction.

ses6jwg

Lesson learned today kids - always send high-value items via an insured service.

Kestrel

ses6jwg wrote: »

Lesson learned today kids - always send high-value items via an insured service.

where possible I agree that items should be insured however, the exemption lists are very long and I doubt many couriers would accept liability for a granite sink

gavjbrown

I agree with others, Get her to take some photos and refund all her payment. Things do get damaged during delivery and that's not the buyer fault.

missile

Thanks guys and gals for your very prompt responses.

I shall have to take the loss. My only alternative would be to withdraw funds and close my paypal account, which I am not inclined to do.

theonlywayisup

missile wrote: »

Thanks guys and gals for your very prompt responses.

I shall have to take the loss. My only alternative would be to withdraw funds and close my paypal account, which I am not inclined to do.

I am glad you are not chosing that option. Paypal would hound you until their last breath! They send in debt collectors and the like, so not a route to go down.

gavjbrown

missile wrote: »

Thanks guys and gals for your very prompt responses.

I shall have to take the loss. My only alternative would be to withdraw funds and close my paypal account, which I am not inclined to do.

Good Man....:iloveyou:

jazabelle

Have you seen photos then? Please don't refund without seeing photos, just in case.