Ebay Item not as described - RoyalMail claim

bodjen0611

Hi,
I auctioned a framed football strip and posted the item by Royal Mail Express48 at a cost of £15.30 as the item weighed 6.4kg.
The buyer has contacted me to say that the "item was not as described" as it has arrived without the frame, (which is clearly shown on the Ebay photograph) and was only stuck onto cardboard. He is requesting a refund or some money back to pay for the cost of a new frame. I still have the receipt from the Post Office which shows the weight as 6.4kg at time of posting - a bit heavy for a football strip on cardboard. I sent the receipt by e-mail attachment to the buyer.
The item was sent on a Tuesday @ lunchtime, I tracked it as status being 'held' on Thursday, status being 'Delivered' on Monday and the seller contacted me on Wednesday evening. The frame has disappeared between my Post Office and the seller contacting me. If this has to be reported to RoyalMail, who is reponsible, the seller or the buyer?
Thanks Ronnie

the_lunatic_is_in_my_head

You would be responsible but I find it very hard to believe someone would take the frame. Could the picture easily come away from the frame? Have you asked the buyer how the item was packaged upon receipt (i.e was it open).

auroan

I personally think the buyer is trying to pull a fast one.

bodjen0611

Thanks and I agree with both previous replies.
The item was professionally framed and there is no way that it could have been separated from the frame and glass. He has since been in touch to say that it was his father who collected the item. I asked for photographs and he said he will send them on, but don't know what that'll prove. I don't have a problem rasing a claim with RoyalMail if that's what he wants. I'm more concerned that he'll request and be given a refund through Ebay as I've read some horror stories of Ebay siding with the buyer more than the seller even in what looks like fairly straightforward cases.

Ronnie

the_lunatic_is_in_my_head

They'll have to return something to get a refund. If you Google the buyer's town and Royal Mail delivery office you should find the landline number and could ask the depot about the parcel, if the person answering the phone doesn't sound helpful ask for the manager.

Also check their feedback left for other sellers to see if anything looks off.

If you claim from Royal Mail they'll want the packaging for this kind of claim so tell the buyer to retain this.

bazzyb

Royal Mail don't offer a service called Express 48. Parcelforce do. Glass is not covered, so there is no claim to be made.

http://www.parcelforce.com/send-worldwide/delivery-times-worldwide-destinations/prohibitions


GOODS NOT COVERED BY INCLUSIVE LOSS / DAMAGE COVER

[...]
Glassware - items partially or wholly made of glass, or containing glass, e.g picture frames that contain glass

the_lunatic_is_in_my_head

ignore this post

soolin

I agree with the above actions. If none of that is successful though I would insist buyer returned what they had for a full refund. The frame is the cheaper bit of the item, so if they are being a bit off you may well cal their bluff. If they are genuine then no harm has been done as you will be refunding them in full as per their right.

It seems very odd for a framed item to arrive sans frame- I wonder if photos will be forthcoming.

soolin

the_lunatic_is_in_my_head wrote: »

ignore this post

Framed strips are almost always behind glass though to protect the fabric.

the_lunatic_is_in_my_head

OP mentioned it was glass, I should have read correctly

soolin

the_lunatic_is_in_my_head wrote: »

OP mentioned it was glass, I should have read correctly

This is an odd one, even I can't see much of a possibility of framed and glazed item leaving seller and arriving In same sealed packaging sans F and G with buyer.

The only way I could possibly account for this is if glass broke en route and damaged packaging and was salvaged and repackaged by courier. However, I assume in that case it would be like RM who add a note to the packaging saying that is was damaged (as they did with a book I received this month).

I would be waiting for the photos with baited breath.....