"The dog destroyed it" situation

F&L

Just looking for some advice as in many years of trading I've never had this situation before. I've had a buyer advise that an item left by the Royal Mail outside their house has been destroyed by their dog and they want a refund.

What would most sellers do here? I can't claim from the Royal Mail as I have a business account which doesn't pay out for lost or damaged items.

Meadows

Was it tracked? If they put in a claim to eBay you will have to prove it was tracked and delivered.
If the posty left it outside there house then I am guessing it was not signed for.
Therefore only your word against theirs that it was received and what the condition is (if not tracked they could open a dispute to say they do not have the item and strictly speaking if left unattended by the posty then it was not delivered).

It could well be that they had a change of heart - didn't like / want the item / scam, you could offer to refund on return, offer a partial or total refund to protect you DSR.

campdave

Surely an issue between the buyer and their post office as it's been delivered.

lemontart

so are they saying the dog is kept outside in a garden and that is where the postie left it - surely posties avoid gardens with dogs in for their safety. Personally if their dog destroyed their good that is their issue not yours and they have already stated it was delivered in writing - insofar as they have said it was left outside by postie..........

in_the_Cotswolds

lemontart wrote: »

so are they saying the dog is kept outside in a garden and that is where the postie left it - surely posties avoid gardens with dogs in for their safety. Personally if their dog destroyed their good that is their issue not yours and they have already stated it was delivered in writing - insofar as they have said it was left outside by postie..........

Agreed, it is not your problem if they can't control their dog. I do go into gardens with dogs depending on the dog. It is up to the individual postie. And I won't leave parcels outside if dogs are about it's well known they eat post!!! Ring his local Delivery Office see what they have to say.

Say you will accept a return if it's in the same condition as when you sent it.

F&L

I haven't asked what the dog was doing at the front of the house destroying a parcel but I believe they are genuine in what they are saying as they could have just said it didn't arrive. It's Amazon rather than ebay and I'm not sure what their stance would be in this situation or indeed what any retailer's stance would be? Clearly the Royal Mail thought they had delivered the item safely but were not aware of a parcel destroying dog at the property.

I don't know whether to stick to what I've already told them, that I won't refund under these circumstances, or refund upon the return of the destroyed item and move on? I see it from their point of view but I personally would not attempt to claim from a seller under these circumstances.

Meadows

F&L wrote: »

I don't know whether to stick to what I've already told them, that I won't refund under these circumstances, or refund upon the return of the destroyed item and move on? I see it from their point of view but I personally would not attempt to claim from a seller under these circumstances.

You are right, regardless of the fact the postman left instead of delivering, how did the dog get to the package and why not retrieve before it did too much damage. And like you I would put it down to my loss (buyer).
I don't know Amazon rules to be honest on this, you could do the call me/ring back query to ask what there take on this is or just simply tell the buyer No, you received and you are responsible for you dog damaging the item.

Funky_Bold_Ribena

'Sorry to hear that your dog ate your ebay purchase; but unfortunately I am only responsible for the delivering of the item and since this confirms receipt, it is really out of my hands.'

vuvuzela

campdave wrote: »

Surely an issue between the buyer and their post office as it's been delivered.

Surely an issue between the buyer and their dog...