Advice about an eBay situation

dianna_2

Hey all,

I really need some advice. I sold something on eBay that was brand new and in perfect condition. I wrapped it well and posted it the next day to America using airmail.

This morning they have contacted me really angry saying the item has arrived damaged. They are demanding a full refund or that I send another.

They are also saying it's my fault it's damaged because of my packaging and that it should have been in a box for the amount of postage paid. They also complained that it was £1 over the postage paid however I had to buy the bubble wrap and stickers etc.

I posted 2 of these exact same items to friends abroad with the same packaging and they arrived in perfect shape.

What should I do? I really don't think it's fair if I refund the full amount and I do not have another one to send.

hermum

If they open a dispute then you will have to refund including original postage. Best to keep them on side & prevent a dispute. Ask for pictures of the damage, as you will need that to claim compensation & when they send them through all you can do is refund inc the original p&p.
I don't know anything about compensation for overseas post.

dianna_2

They won't return the item unless I pay the return postage which I don't think is fair. Can they still dispute it without returning the item?

hermum

They would open a dispute first & then they would be told to send it back tracked at their cost. You would have to refund the postage to them & the cost of the item, and you would have your broken item back.
Have you asked them for pictures? Is it something that you would be able to see in a photo is broken do you know?
You need to look at it from their side, they've bought something & paid for it, you charged them an extra £1 on top of stamp price to get it to them & it arrives broken. They had no control on how the item was packaged.
Is it an expensive item or just a few quid?

dianna_2

I have just emailed them asking for a photo of the damage.

It's a big tin of biscuits of the royal wedding. They say that one corner has a dent.

It cost me £13 to ship and they paid £9 for the item.

I understand what you are saying but if they keep the item and I send a full refund I have lost money and a collectors tin.

I really don'y know what to do.

soolin

If the item is damaged then maybe once you see the picture offer them a partial refund, although I assume all the value was in the tin , not the biscuits so they may well refuse.

Was it in a strong outer box and well padded between the tin and the box as tins are very easy to dent if they are dropped, even in bubblewrap

hermum

It would be unfair expecting them to send it back t you to get a refund. You could have boxed it & then it would probably have arrived undamaged. That tin will have gone through a lot of hands to get from your Post office to the buyer, it only takes 1 person to drop it & that's it dented.
I can't see that your buyer is going to want a collectors tin with a damaged corner, as a business seller you should really take into account refunds, as they are part of running a business.

pinkshoes

A tin in bubble wrap could easily get dented, so they're probably telling the truth.

Once they've sent a photo of the damage, then refund them IN FULL (and be apologetic), and claim from the courier/delivery company.

jabdc5

I'm pretty sure you are only allowed to send foodstuff to America if it is a gift, you can't send it commercially, its one of those restrictions they put in after 9/11.So you may lose your damage claim for damage with the Royal Mail too....

just found this

Items of food will not be accepted by Royal Mail or at your local Post Office unless you complete the relevant pre-notification form. You can fill the form in online at the ‘Food and Drug Administration’ (FDA), to give notice of its pre-arrival. When you have filled in the form – you will be issued a reference number by email. You will need to include this reference number on your customs form at Royal Mail. pre-notification form

it may be prudent to check directly with the Royal Mail incase this info is out of date or the restrictions have been relaxed.
J

dianna_2

Thank you all for being so nice and taking the time to help with with advice and suggestions.

As much as I hate that I have lost my item and the postage money I always try and do right by people and after thinking about it I would feel the same way if it was me so once I get the photo I will issue a full refund.

I'm glad I didn't reply out of anger! Its amazing how different you feel after a couple of hours.

I have no reason to doubt them, I guess this package was unlucky and got dropped despite all the fragile stickers...

Thanks for letting me know about the food rule. That really sucks knowing I can't even get part of a refund for the postage.

I will be nice about the refund, I just hope they do not leave me a negative for this. I am not a business seller or anything but I like to sell things from time to time and I have a perfect record right now.

I am betting the dent is really small but I guess when you are a collector there is no room for imperfections.

Hope she enjoys the biscuits, after all they are on me _pale_

hermum

I'm glad that you've thought it through & as you said didn't respond in anger. If handled correctly you could still receive good feedback.