Item damaged by postman. What should I do?

ballisticbrian

I agree, the seller is responsible until it arrives on your door mat. Different if the dog chews it after that. However, nothing you write on envelopes gets read so I have to disagree with that. Have you ever seen in the back of a delivery van with nearly every parcel done up in a sea of red "fragile" tape, or remember the story on here about the cake being sent through the post with a list of about ten instructions to the postman on what to do and not do with it?

RFW

motorguy wrote: »

:eek:

Very generous of you!

The only shocking thing is that it isn't the norm.

bxboards

RFW wrote: »

The only shocking thing is that it isn't the norm.

I'm shocked this is your expectation of 'normal'

I'm a bit baffled by the refund and replace comments.

Surely you all mean refund or replace?

Why would anyone refund, and send a replacement?

RFW

bxboards wrote: »

I'm shocked this is your expectation of 'normal'

I'm a bit baffled by the refund and replace comments.

Surely you all mean refund or replace?

Why would anyone refund, and send a replacement?

It's good business. It probably depends what you're selling, the buyer has been inconvenienced by sending a damaged item so a refund couches that and a replacement will give the opportunity of ending up with a repeat customer, rather than one who thinks you're a shoddy seller and won't return.

Lorian

So for those of you who would replace AND refund as the seller in this situation, would you follow that up with a damage claim to RM?

martindow

Lorian wrote: »

So for those of you who would replace AND refund as the seller in this situation, would you follow that up with a damage claim to RM?

Not if the packaging was inadequate. Quite rightly RM's compensation is not intended for poorly packaged items.

RFW

Lorian wrote: »

So for those of you who would replace AND refund as the seller in this situation, would you follow that up with a damage claim to RM?

As above. The reason I can refund and replace is because it is such a rare occurrence. I may follow a claim if it was RM's fault, although I have a certain amount set aside for shrinkage and I'm usually well below it.
For a £6.99 item it's probably only going to cost me about £5 to refund and replace. The chances are I'd get that back with a happy customer buying something again and possibly telling friends about the good service. If you do it the other way, ask for a return, then replace and lose a customer, I'd wager that costs nearer £10 to a business.

RFW

Those who think this is bizarre will also be surprised to learn that when you do do this, the customer will often volunteer to pay again.

theonlywayisup

Refund AND replace is exactly what we do on the rare occasions the situation arises. Along with letting them keep the wrong item (in the case of mixed up orders) and sending out the correct item, which thankfully are ever rarer.

If you've inconvenienced your customer then you need to put them back to where they should have been AND more.

RFW

theonlywayisup wrote: »

Refund AND replace is exactly what we do on the rare occasions the situation arises. Along with letting them keep the wrong item (in the case of mixed up orders) and sending out the correct item, which thankfully are ever rarer.

If you've inconvenienced your customer then you need to put them back to where they should have been AND more.

It's probably fortunate we're in a minority, that way we get more punters;).
One of my best customers started off with a messed up order, she was so impressed how we sorted it that she shifted a lot of business my way.