Ebay Item not as described - RoyalMail claim

bodjen0611

Hi,

thanks for all the prompt replies.

I took it to Post Office so assumed Royal Mail (i dont have the original receipts with me at the moment) - it was tracked through RoyalMail website Track&Trace.
It was framed behind glass and thanks for the link bazzyb regarding glass items but the web site also states

** In the case of these fragile items, we will pay refunds in the case of delay and compensation for loss, but not damage to the items.

In this case i would argue, if the buyer wishes me to, that the item was not damaged but the frame has been lost in transit.

Soolin, if all else fails would i have to offer a refund as i have proof of purchase that i sent the item as described at a weight of 6.4kg which is over 14lbs i.e. 1 stone, not the weight of a football strip attached to cardboard.

Ronnie

soolin

mcbride_r wrote: »

Hi,

thanks for all the prompt replies.

I took it to Post Office so assumed Royal Mail (i dont have the original receipts with me at the moment) - it was tracked through RoyalMail website Track&Trace.
It was framed behind glass and thanks for the link bazzyb regarding glass items but the web site also states

** In the case of these fragile items, we will pay refunds in the case of delay and compensation for loss, but not damage to the items.

In this case i would argue, if the buyer wishes me to, that the item was not damaged but the frame has been lost in transit.

Soolin, if all else fails would i have to offer a refund as i have proof of purchase that i sent the item as described at a weight of 6.4kg which is over 14lbs i.e. 1 stone, not the weight of a football strip attached to cardboard.

Ronnie

Paypal will almost certainly force a refund, which is why you need to cover yourself both against a chancer and against a genuine complaint.

Any sign of photos yet or mention that packaging was damaged or replaced by courier?

bodjen0611

No photos as yet or any other details from buyer. I'm at work at the moment and will be out tonight but as soon as i hear from buyer i will let the forum know.

Thanks ronnie

bodjen0611

Soolin,

You said .... "Paypal will almost certainly force a refund, which is why you need to cover yourself both against a chancer and against a genuine complaint."

If this a genuine complaint then i have no problem with the buyer returning the item and getting a refund, and I'll take up the matter with RoyalMail/Parcelforce.
If it's not, how do i convince Paypal/Ebay not to authorise a refund and that I have acted in good faith and sent the item exactly as described?

Thanks Ronnie

soolin

mcbride_r wrote: »

Soolin,

You said .... "Paypal will almost certainly force a refund, which is why you need to cover yourself both against a chancer and against a genuine complaint."

If this a genuine complaint then i have no problem with the buyer returning the item and getting a refund, and I'll take up the matter with RoyalMail/Parcelforce.
If it's not, how do i convince Paypal/Ebay not to authorise a refund and that I have acted in good faith and sent the item exactly as described?

Thanks Ronnie

You can't that is why you need to stick to the DSRs and offer a full refund if they return the item.

If they are genuine they would have no problem with this, and you would need the packaging anyway to prove to the courier that it was tampered with en route. If they are chancers then they are unlikely to want to return the most valuable bit of the item . A frame is cheap, the value is in the strip which they claim has been received.

I cannot see anyway a courier is going to pay out for loss in this instance especially if you do not have the original packaging. It is your word against that of the buyer and no courier will intervene in that.

There is only 3 real possibilites here:

1) you mistakenly sent the wrong item
2) the buyer is lying and has received the whole F and G item
3) the package was tampered with en route.

You are only going to get a courier interested in the case of option 3 and hence you need the packaging back.

bodjen0611

Thanks again for the prompt reply.

will keep you up to-date of the progress once i find out more information.

Ronnie

bodjen0611

No follow-up emails or photos have arrived as yet, so still waiting.
the_lunatic_is_in_my_head earlier mentioned the buyers feedback which i forgot to reply to, so apologies. The buyer has first class feedback and no history of any problems in the past.
Any update and i'll let you know - hoping to hear something over the weekend

Ronnie

the_lunatic_is_in_my_head

The buyer should be directed to an eBay case where there is the slight possibility of a "no fault" refund (eBay pays the buyer but you keep the original payment). There is an appeals process also, depending upon what is returned to you there may be a case for this.

Until you get the photos or another email there's not much you can do.

bodjen0611

Thanks, will let you know how things progress, but as yet no contact from buyer.

Ronnie

martindow

the_lunatic_is_in_my_head wrote: »

The buyer should be directed to an eBay case where there is the slight possibility of a "no fault" refund (eBay pays the buyer but you keep the original payment). There is an appeals process also, depending upon what is returned to you there may be a case for this.

Until you get the photos or another email there's not much you can do.

I don't think it is a good idea to suggest that the buyer opens a case, as these count against a seller, don't they?