Post Office Broke Item I Sold On Ebay

triker_2

I have been selling some china royal doulton figurines on ebay lately and most have arrived safe but some people are saying that theirs has arrived broken and have sent me pictures to prove it.

The thing im trying to understand is as they didnt ask for insurance is it up to me or them to try and get compensation from the post office, and do i have to give them a full refund?

Has anyone had any experience trying to claim from the post office??

any advice would be welcome. Thanks

custardy

triker wrote: »

I have been selling some china royal doulton figurines on ebay lately and most have arrived safe but some people are saying that theirs has arrived broken and have sent me pictures to prove it.

The thing im trying to understand is as they didnt ask for insurance is it up to me or them to try and get compensation from the post office, and do i have to give them a full refund?

Has anyone had any experience trying to claim from the post office??

any advice would be welcome. Thanks

lets rewind a bit
they didnt ask for insurance
so when you listed and sent the items.how exactly were you planning on covering losses?
how did you have the items packaged? you will find RM have guidance on packaging and you may not be covered for your items
http://www.royalmail.com/portal/rm/content1?catId=400044&mediaId=400251

Fragile items, i.e. Glass, China, Resin, etc. Wrap extremities separately, e.g. limbs of figurines, ears, etc. Surround in a minimum of 50mm of cushion material. Strong rigid container.

1st class post i assume?

d123

triker wrote: »

I have been selling some china royal doulton figurines on ebay lately and most have arrived safe but some people are saying that theirs has arrived broken and have sent me pictures to prove it.

The thing im trying to understand is as they didnt ask for insurance is it up to me or them to try and get compensation from the post office, and do i have to give them a full refund?

It's got nothing to do with your buyer, you are responsible for getting the item to your buyer in good order (and Paypal will enforce this against you as well).

You have the choice of refunding the seller now, or have it taken back by Paypal after the buyer opens a claim (and this will impact on your ebay score).

Whichever way you decide you can then claim from Royal Mail if you have posted by a service that offers compensation.

Crowqueen

A buyer shouldn't have to buy insurance to guarantee that their item arrives in one piece. eBay now prohibit sellers from stating this, so unfortunately the buyer is protected through Paypal and there is very little you can do other than refund in good grace and apologise, given that you have pictures, and pack/send everything a lot better after this according to PO guidelines.

porto_bello

Before you submit your claim to Royal Mail, I'd check the small print on the website, for the particular service used:

Most services do not offer compensation for china and glass, so such items are generally sent at despatcher's risk.

soolin

I doubt whether the OP will come back but if they do then I would suggest they have no claim at all with RM as they say "but some people are saying that theirs has arrived broken and have sent me pictures to prove it"

One item getting broken could be an accident, more than one shows very poor packing.

pinkshoes

Triker, any sensible buyer will choose the cheapest postage available, because if you read the ebay rules, it is 100% the responsibility of the seller to make sure the items arrive in the correct condition with the buyer.

You need to refund your buyer(s) immediately, and make the claim yourself, although given the T&Cs of Royal Mail for sending this type of item, then I'm not sure you'll get a refund, so might have to take a hit, and come up with a much better way of packaging delicate items.

sweetcheeks33

I ALWAYS send my items on ebay a minimum of first class recorded and as it offers some insurance value and do not offer anything less on my listings. HOWEVER if you are sending china etc there should be appropriate levels of packaging and buble wrap etc!

custardy

sweetcheeks33 wrote: »

I ALWAYS send my items on ebay a minimum of first class recorded and as it offers some insurance value and do not offer anything less on my listings. HOWEVER if you are sending china etc there should be appropriate levels of packaging and buble wrap etc!

it offers no more insurance that non recorded 1st class

sweetcheeks33

maybe so but at least i can PROVE the post office recieved it from me...... when i post items, but insurance or not insurance if its been more than one item broken then more to do with packaging rather than post office!

custardy

sweetcheeks33 wrote: »

maybe so but at least i can PROVE the post office recieved it from me...... when i post office, but insurance or not insurance if its been more than one item broken then more to do with packaging rather than post office!

a certificate of posting proves the PO got it for 75p less