Complaint about badly packaged item, what to do?

Cleosmum

Buyer won an item, paid then emailed to ask me to make sure I put my name in, as they had bought 3 items the same and needed to know which was mine. I thought it was a bit odd buying 3 of the same, but hohum. Today I have recieved a message saying that due to poor packaging my item has arrived damaged and is therefore in poor condition. The buyer hasnt said anything else, no mention of what they want me to do to remedy the situation.

If the buyer had said they wanted refund, partial refund etc then I would have more idea how to proceed, but they have just made a statement. I dispute the packaging was poor, I have sent the same item, packed in the same way, numerous times and never had any issues.

How do I respond, what should I do? Ask for the item and packaging to be sent back? Would that be at my cost, or theirs? Just refund? Loathe to do this as buyer paid more than the item is worth new and may just have buyers remorse. As it appears to have been damaged in transit, should it be taken up with RM, and who does this?

Thanks

frivolous_fay

A bit odd - perhaps he just thinks he's giving you a friendly warning about your packaging. Would it matter if this particular item was damaged?

If they then go on to ask for a refund, request evidence of the damage (but don't call it evidence)

Just ask nicely for a picture of the damage, and packaging.

Cleosmum

Its a book. Apparently the corners are badly bent due to the poor packing. I listed the book as used, and there was no way the book would pass as new, I used it alot! I might ask the buyer to send me pics of the damage. If the buyer is merely letting me know then I dont want to get into a dialogue with them. But I do need to email them back and thank them for letting me know, without it seeming like I am shrugging them off

This is the bit of ebay selling that I HATE :rolleyes:

Agutka

Three books the same? Cherry pick the best one, get refunded on the others, nice. Good way to see which seller will offer the most compensation...
I'm guessing if you refund, you will not be getting your original book back.

frivolous_fay

What was the book out of interest? Collectible?

custardy

how was it packaged?

Cleosmum

frivolous_fay wrote: »

What was the book out of interest? Collectible?

Not collectable, just a pocket size recipe idea book.

Cleosmum

custardy wrote: »

how was it packaged?

I use thick brown parcel paper, always been fine, makes the package nice and rigid I find. I suppose it could have got caught in a machine? Just the wording of the email I got, that it was damaged due to insufficient packing material, nothing about the parcel being damaged/torn etc, just the item

custardy

brown paper can get caught however much less with items like books.
biggest nighmare is soft toys,clothes etc in brown paper which just get destroyed in transit tbh
i would request pictures as thick brown paper on a book is usually fine.small rips/scrapes onm the paper yes but not huge damage.

kiwi_fruit

I usually send books wrapped in a brown paper, but I do cellotape all the corners ,makes it very difficult to tear.

Agutka

kiwi_fruit wrote: »

I usually send books wrapped in a brown paper, but I do cellotape all the corners ,makes it very difficult to tear.

So you're the one ruining my Xmas morning experience?:p
You get a parcel, get excited, but can't get into it with bare hands. I've been buying too many books recently