Parcel damaged in transit

Mumto2

I sold 2 items recently, packaged together and both have been damaged on the corners through courier delivery (despite good packing).
Buyer has sent me photo's, but has already put the shelf on the wall.
Does anyone have any suggestions what I should offer to do (either partial or full refund).
Items sold for a few pounds above the limit they were insured for with courier, so not sure claiming against them for damage is an option.
Thanks

martindow

I think the carrier will argue that the packaging was not sufficient. The fact that there is damage to the corners shows that there was not sufficient padding to protect it. Parcels get thrown around and crash down conveyor belts in sorting depots so you need to pack defensively. The value being above the level you paid for adds to the complication in this.

I would still try claiming but I'm afraid it is likely to be turned down. Your buyer should keep the packaging as the carrier may ask to see this.

ravenjet

martindow wrote: »

I think the carrier will argue that the packaging was not sufficient. The fact that there is damage to the corners shows that there was not sufficient padding to protect it. Parcels get thrown around and crash down conveyor belts in sorting depots so you need to pack defensively. The value being above the level you paid for adds to the complication in this.

I would still try claiming but I'm afraid it is likely to be turned down. Your buyer should keep the packaging as the carrier may ask to see this.

I have recently recived a damaged item that was bought on ebay. The seller did not cover the full value of the item with the courier, only the free £50, the item cost £130.
The packaging was terrible and the item arrived smashed on the corner.
The seller thought the packaging was fine and has complained to the courier and has received £50 compensation, I have sent the items back to the seller and received full refund, however I have not used the item unlike your buyer.
The courier will want to see photos of the damaged item and packaging, if your buyer has already put the shelves up they probably won't have the packaging.

botanical

Mumto2 wrote: »

I sold 2 items recently, packaged together and both have been damaged on the corners through courier delivery (despite good packing).
Buyer has sent me photo's, but has already put the shelf on the wall.
Does anyone have any suggestions what I should offer to do (either partial or full refund).
Items sold for a few pounds above the limit they were insured for with courier, so not sure claiming against them for damage is an option.
Thanks

Normally 'partial' refunds are not a good idea because they don't protect sellers from buyers from taking out further cases.
In this case because the buyer has gone ahead and used the item, it cannot be returned for a full refund and for a 'Not As Described' case it has to be returned in the same condition as sent and it's now damaged, so that's not an option.

A good seller will not leave a buyer waiting for a compensation claim that's nothing to do with the buyer, so offer your buyer a reasonable partial refund, knowing that the buyer cannot take any action to return it and also hoping that your buyer will leave you good feedback. Of course, in any discussions with the buyer about the partial refund, DONT mention feedback!
Do mention they've kept the item (that worked for me once, when asking for a feedback revision)

As far as recouping costs from the courier, ravenjet is right, the courier always asks to see the packaging etc. Your buyer's pictures may help. Nothing to lose by trying.