Buyer say's not happy with my item

JENJEN30X

Hi,
I sent an item out yesterday and the lady received it today but she has e-mailed me to say she is not happy with the item and wants a refund. She say's item is slightly damaged. I know full well it wasn't when it left here . She said she will return it..so can anyone tell me where I stand .
Thanks Jenjen

VH

Could you give us any more info on it? What is it, how did you post it, was it insured, etc.

Most likely cause is that it was damaged in the post, in which case you may be able to claim something back from the courier.

JENJEN30X

It was a film cell presentation I had purchased a while ago absolutely nothing wrong with it I just needed some wall space. It was sent recorded delivery but that only covers lost items I think. She say's the photo is creased in the middle which it wasn't.
Thanks Jenjen

jamieh_3

did you post a pic of it on ebay and does this pic show any creasing/folds etc?

JENJEN30X

Don't worry now I have told her to return it at her own cost recorded delivery. Haven't heard back from her yet I would rather clear it up now, when I get it back I will see what has happened to it.
Thanks for your help.
Jenjen

VH

Recorded Delivery covers your item against loss or damage, up to a cost of £28. If it is worth less than this then you should be able to claim if it was damaged in the post.

Suppose it depends what's wrong with it though!

culpepper

could be the postman folded it to shove through her letterbox?

I know recorded is meant to be signed for but we have had signed for letters just pushed through after (I assume) the postman signed them himself.

Altarf

Unless you packaged it so it was not possible to bend it, have fun claiming from the Royal Mail.

soolin

Personally I htink you need to decide how co operate you want to be and how much you fear a negative.

If you want to play nice then ask her to send it back to you at her own cost so you can check it out. You can probably see from the damage whether there is the possibility that it did get damaged on the way or whether she has damaged it on purpose.

IF you are happy that the damage looks accidental you can refund her money if you choose, and attempt to reclaim from the post office. If it looks like non accidental damage then just tell her so and ask that she sends mor emoney for you to return it to her.

Buyers do change their mind, and rather than just ask for a refund will often claim 'damage'. Even though I do refund, despite not having a policy that says so, I would not refund on a damaged item without seeing it first.

Soo

biblejohn

Surely it was upto her to pay extra and ask for insured delivery if she was worried about damage.

soolin

Nope. It's the sellers responsibility to ensure item arrives OK. Using recorded or obtaining a certificate of posting is to protect the seller against a claim for loss, not to protect the buyer.

Also, if she paid by paypal she can make a claim against the seller for a damaged item, although such claims rarely succeed as it is difficult to prove.

Soo