Item damaged in post - claim & refund?

Sybarite

Someone's past experience can presumably help me out.

I've recently sold a kitchen appliance which had had very light use and was in working order. Buyer has contacted me & is stating that the appliance isn't working properly - I don't doubt them they've good feedback.

I've agreed to refund the item on a 'damaged in transit' basis & make a claim via the Post office as I have proof of postage.

Q1; the PO will pay out £32 compensation, the item inc postage (£10) was a little over this - will they refund for the postage or just for the damaged item?

Q2; Do I refund the postage to the buyer as this will leave me out of pocket & them with the appliance?

Q3; How long does a PO claim usually take - I've not had this problem before & assume I'll have to issue a paypal refund before I know if a claim is successful.

Thanks for any help & advice.

Sugar_Coated_Owl

I would get the buyer to return the item to you. If they do that you can check it over yourself to see if it is actualy broken. If that is the case then you should refund the buyer inc. postage and packaging (2 lots). You should then take it up with the Royal Mail yourself.

soolin

It looks like you've already agreed to refund, so you need to ask for the item back and as soon as you get it refund the buyer in full. If they paid by paypal then just refund that payment and you get your fees back as well.

Then make a claim yourself to the RM.

It always used to be that a standard COP only covers the item cost up to £32 and does not refund post and packing, however there seems to be some suggestion at the moment that RM refund it all including p and p up to £32.

However, you will need the original packing to make a claim for damage, and RM will not necessarily pay out if they do not consider that they were at fault.

Soo

Sybarite

Thanks for advice.

I'm not keen to have the item back as it seems like wasting good money on bad with further postage fees.

No optional extra insurance was specified by the buyer - but I'm a decent seller & will always try my best to sort out any (rare) problems. I can understand their disappointment but I don't really want to end up out of pocket if RM doesn't cough up.

Anyone have any idea how long RM generally takes to process claims? Thanks again.

Sugar_Coated_Owl

...But how can you be sure that the item is actually broken if you don't receive it back? The buyer could end up with both the item and their money.

I think if you are going to make a claim for compensation from the Royal Mail then you are going to need the item and the original packaging. (Just as Soolin pointed out above).

How much did the item sell for and what posting service did you use?

Also, how did you package the item?

Sybarite

Short answer is I can't tell, but there feedback is 100% and looks genuine over a reasonable period of time. They're slightly impatient but perfectly willing to return the item to me.

Item sold for £25 and P&P cost £11. Packed in bubble wrap, packing materials, box and marked fragile several times. Buyer states there's no sign of damage to the packing.

Sent via standard parcels with proof of posting cert obtained. I have a sneaking feeling I'm going to end up out of pocket on this one.

Sugar_Coated_Owl

If the packing is not showing any signs of damage then it is likely that the Royal Mail won't compensate you. However, it is worth initiating a claim anyway.

soolin

razorbladekisses wrote:

If the packing is not showing any signs of damage then it is likely that the Royal Mail won't compensate you. However, it is worth initiating a claim anyway.

Like razorblade says, you must have the packaging as it is likely that RM will not even consider the claim without it. Damaged in transit refunds are very difficult to prove and there is no guarantee that you will get any refund anyway, so don't make it more difficult for yourself.

Sybarite

I'm not keen to have the item back as it seems like wasting good money on bad with further postage fees.

No optional extra insurance was specified by the buyer - but I'm a decent seller & will always try my best to sort out any (rare) problems. I can understand their disappointment but I don't really want to end up out of pocket if RM doesn't cough up.

Anyone have any idea how long RM generally takes to process claims? Thanks again.

Any insurance or tracking is to protect the seller not the buyer so that has nothing to do with what the buyer did or did not pay for. Anyway, you are insured using parcel service, paying for extra would not have helped your claim at all. Also, it is nothing to do with being a good seller, your buyer is entitled to a refund, regardless of whether you are a good , bad or indiferrent seller. Incidentally if it was a breakable/delicate item like a glass light fitting or a cabinet in glass then you might not even be covered so check the RM regs.

Lastly, once you make a claim it seems to take up to about 3 weeks to settle.

Soo

Sybarite

Thanks for the advice, I have a feeling that when everything is sorted out this is going to end up costing me £50 which is a little disappointing.