Sold item, buyer returned but item damaged in transit?

MissShal

We sold an item to a customer (a used car part) and they requested to return the item with the "I've changed my mind" option (stating it would be returned in the same condition & packaging it was sent in). We have received it today and the plug on the item is quite badly broken (loose and wobbly, and plastic broken off the plug itself). We found the 2 pieces of broken plastic in the box with the item so I'm assuming it happened whilst in transit, however the only damage to the box is a slightly crushed corner and the plug would have been towards the centre of the box.

I assumed from their message that it would be returned upopened but they have obviously opened it as they've used their own "packaging" to protect the part.

I'm at a loss now as it's the first time this has happened, the customer is obviously expecting a full refund of his original payment but we can't re-sell the item. What is the usual procedure in this case? He's paid almost £10 to return it so I can't see him being happy whatever the outcome!

themull1

Give them the refund.

chancesare_2

I'm afraid that you have to refund him.

You could try and claim from your courier co. for the damage, but from the sounds of it, that won't be the desired outcome.

Sorry.

freddysmith

Are you sure it was the actual item you sent (same serial No. or secret marking)?

MissShal

But it wasn't our courier that damaged it - they returned it via Royal Mail Standard Parcels, and that is where it has (possibly) been damaged.

We sent it out via Parcelforce and when they opened the return request there was no mention at all of any damage, they just said they'd changed their mind.

How can we be expected to refund someone when the part wasn't returned in it's original condition?

MissShal

freddysmith wrote: »

Are you sure it was the actual item you sent (same serial No. or secret marking)?

About 99% of our stuff has stock numbers written on, but this one doesn't. Unfortunately though it doesn't prove anything as it may just mean that it was removed from the vehicle specifically to be packaged up and therefore wouldn't have been marked up.

Surely if I order something from M&S, return it and they received a damaged item they wouldn't refund me?!

terra_ferma

MissShal wrote: »

Surely if I order something from M&S, return it and they received a damaged item they wouldn't refund me?!

maybe not but you would have not be able to make a claim through PP, then leave a neg and low stars.
They would have much less to lose than a reputable business selling on ebay....

We just have to accept it, as this is what brings the business to us, buyers confidence

MissShal

He hasn't opened a PayPal dispute though only a returns request via eBay. Surely if he were to open a INAD dispute via PayPal now it wouldn't stand as he already opened the eBay dispute stating he'd simply changed his mind?

We're not trying to rip the customer off or anything, but we've lost £22 if we refund him as there is no way we can re-sell the part. Even DSR's state that you have to return items in their original condition.

chancesare_2

MissShal wrote: »

He hasn't opened a PayPal dispute though only a returns request via eBay. Surely if he were to open a INAD dispute via PayPal now it wouldn't stand as he already opened the eBay dispute stating he'd simply changed his mind?

We're not trying to rip the customer off or anything, but we've lost £22 if we refund him as there is no way we can re-sell the part. Even DSR's state that you have to return items in their original condition.

Paypal and Ebay expect the customer to return the item to you via an online trackable method. If they do, and there is disputed damage, then they will expect the seller to take the matter up with the buyer, separate to the original transaction.

If the buyer shows Paypal/Ebay that he has returned the item, they will force a refund. Even if he hasn't sent it tracked, you are obliged to refund him, fully.

Unfortunately this is not fair to you, but I'm afraid these things happen, and you cannot categorically say it was the buyer who caused the damage.

MissShal

I don't think it was the buyer that caused the damage but technically it occurred whilst in their care (the same as if it was damaged when en route to them with our courier we'd have to refund and chase the courier for compensation).

If, by law, it states that the item must be received back in its original (unbroken) condition to qualify for a refund, how can we be obliged to refund when those conditions haven't been met?

By the way I don't mean to come across argumentative or ungrateful, I am grateful of the replies!

The item was just returned via RM Standard Parcels, so there is no tracking involved. We will obviously be honest about the fact that we've received it though.

katsu

can you get him to claim off RM and then give you the money back when he gets his refund? You'd need to refund him first but it might be your only chance for some money back?