Claiming for item 'damaged' in post

thriftymanc

Deleted...

the_lunatic_is_in_my_head

If you don't think it broke in the post I don't think it's morally right to claim from Royal Mail.

Please don't just roll over to this buyer, send both an email and paste a message into the case saying:

"I'm very sorry to hear that the item arrived damaged, please may you return this to me and I will refund you in full including the return postage."

Don't discuss anything else, just nice and simple, repeat the same email if necessary.

If they are trying it on chances are you won't hear any more, if genuine then the above is correct anyway.

If they neg you but eBay can see you've sent the message via their messaging service (use the contact buyer form from the drop down menu next to the sale in your My eBay Sold section) offering a return they should remove the feedback (depends on its wording really but eBay policy is return for a refund).

If it's a Paypal case it should be clear cut of the buyer returning the item tracked before Paypal refund. If they are a chancer it's likely they've opened the case to add pressure.

If Paypal refund without the return you need to appeal, I don't think it's likely but others have reported similar on the forums.

The "I've already contacted you" line in a case always makes me wonder how everyone else's email got through fine but not this one with an issue...

the_lunatic_is_in_my_head

Just to add, if they do return you'll need the original packaging to claim from Royal Mail, assuming it was packed to their requirements otherwise they won't pay anyway.

If it comes back fine or looks (from an unbiased view) they've deliberately damaged it I wouldn't refund the return postage (eBay/Paypal can't make you but you should if a genuine claim).

The other thing to do if you don't want to risk the return costs is ask for a photo but simple, calm emails without any debating with the buyer (no matter how tempting) is the best way forward.

hiccup123

if you claim something was damaged in the post with RM they will want the item before they compensate you...i know i tried. i sold a book set for £120 and RM dropped the parcel dented the corner of the case and 1 of the books. i offered buyer a partial refund and tried to claim from RM. I provided pictures from the buyer and RM said they would only refund if they received the whole item....which i know the buyer wouldn't have done...it was a collectors item.

Best thing to do, if they have opened a claim then ebay will make them return the item for a full refund. offer a full refund for return of item anyway - via the case communication route so that ebay can see you are being helpful...If buyer isn't happy with that then they can escalate the case and more than likely Ebay will ask them to return for a refund. so if the buyer wants to keep the item as you suspect then they won't be happy because they will need to return the item and they will need to provide tracking...so if it's large they will end up out of pocket.

So respond to the case but only to refund the original payment. don't offer to pay for return postage....don't even mention return postage. Return postage has to be paid by buyer.

Oh and you could also ask for photos of damage

hiccup123

the_lunatic_is_in_my_head wrote: »

If they neg you but eBay can see you've sent the message via their messaging service (use the contact buyer form from the drop down menu next to the sale in your My eBay Sold section) offering a return they should remove the feedback (depends on its wording really but eBay policy is return for a refund). ...

ebay aren't known for removing negatives unless bad language, slander etc is used.

If buyer was to leave negative saying item was damaged then ebay will not remove it...i know...been in that situation. i called ebay, emailed them and they said all i could do was send a request for revising feedback to the buyer. They are not helpful at all for removing feedback

the_lunatic_is_in_my_head

hiccup123 wrote: »

i know i tried. i sold a book set for £120 and RM dropped the parcel dented the corner of the case and 1 of the books. i offered buyer a partial refund and tried to claim from RM. I provided pictures from the buyer and RM said they would only refund if they received the whole item....which i know the buyer wouldn't have done...it was a collectors item.

They should have been packed so you can hold them above your head and drop the parcel on a hard floor, if you can't let go (or they get damaged) they weren't packed well enough.

hiccup123 wrote: »

don't offer to pay for return postage....don't even mention return postage. Return postage has to be paid by buyer.

If a claim is genuine the customer shouldn't have to be out of pocket.

the_lunatic_is_in_my_head

hiccup123 wrote: »

ebay aren't known for removing negatives unless bad language, slander etc is used.

If buyer was to leave negative saying item was damaged then ebay will not remove it...i know...been in that situation. i called ebay, emailed them and they said all i could do was send a request for revising feedback to the buyer. They are not helpful at all for removing feedback

And I've been in the opposite where the buyer demanded a refund without return and the neg disappeared whilst on the phone.

hiccup123

politely ask for photos of the damage. Then you'll know if it is really damaged. If it is then you have 3 options:
1, fully refund and tell them to keep it.
2, fully refund and tell them to return it and offer refund of return postage
3, fully refund and tell them to return at their cost

you can claim with RM but it is upto them what they will refund. you will need to show them proof of what you originally paid for the item....not how much you sold it for.

I have had good and bad experience of compensation with RM...so there is no correct answer

the_lunatic_is_in_my_head

Op you don't have to pay the return costs but should if the claim is genuine. eBay/Paypal don't get involved with return postage and I wouldn't refund the return postage up front in an instance where the customer was flying off the handle.

Ask the customer to return, check the item and if the claim is genuine then refund in full plus the return. If the claim is false and the item is fine just refund the original payment or if clearly damaged by the buyer appeal the case with Paypal.

hiccup123

the_lunatic_is_in_my_head wrote: »

They should have been packed so you can hold them above your head and drop the parcel on a hard floor, if you can't let go (they they get damaged) they weren't packed well enough.

QUOTE]

they were packed in 2 boxes, sent via special delivery with insurance. I was sent pics of the original packaging (outer box) and the whole parcel had been dropped on it's corner. it was just bad luck

oh and if i was to send something fragile should i still pack well , hold above my head and drop on a hard floor:rotfl:

the_lunatic_is_in_my_head

hiccup123 wrote: »

oh and if i was to send something fragile should i still pack well , hold above my head and drop on a hard floor:rotfl:

Yes, what do think Royal Mail are going to do, put it on a satin cushion and carefully carry it to your customer?

They are going to hold a bag of mail and tip it upside down from up in the air.