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If you buy or sell items on eBay, you will find tips and advice on this forum.

If you buy or sell items on eBay, you will find tips and advice on this forum.

eBay

Item damaged in transit - what's the 'done' thing?

18 replies

kaballie · 25/03/2008 19:04

Sold buggy on EBay. It arrived damaged and bits missing. Delivered by Parcelforce. I've put in a claim for the buyer but if they don't cough up should I be paying out for the damage and loss or is it 'buyer beware'? I'm a nice person who believes in karma but there is a lot of money involved - is there some kind of Ebay etiquette on this thing - any opinions gratefully recieved...
Ta

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KnickersOnMaHead · 25/03/2008 19:41

Message withdrawn

KnickersOnMaHead · 25/03/2008 19:42

Message withdrawn

sixlostmonkeys · 25/03/2008 20:11

yup, knickers is correct.
buyer returns it to you, you issue a full refund and then claim from the courier.
Ask the buyer to return the original packaging too.

Flight · 25/03/2008 20:16

Because you'll need it for the claim!

kaballie · 26/03/2008 07:38

But...They still want it and just want compensation. So, they've still got it and I have to wait to hear from couriers to see if they will get compo from them. What if the courierrs say no? Should I then be giving them compo? Hate Ebay!

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Pixiefish · 26/03/2008 07:43

Unless they're willing to send it back to you then I'd get them to photograph the damage and email them to you. Then I'd go after the courier and if they pay out to you then I'd pay to the other person. This is only because they don't want to send it back

cluckyagain · 26/03/2008 07:55

Kaballie - your buyer can't have it both ways and needs to appreciate that it's common practice to send back damaged itmes before refunds/compensatin is even considered. You have 3 choices in my opinion - you need to explain to them that you can only get compensation with the original packaging and item, so you a. either need all of it and the buggy and then you can get them a larger amount of compensation (I suppose), b. you can send them the parcelforce details and they can sort it out themselves (without having to send everything back) or c. you can give them a token compensation out of your own pocket to try to avoid all the fuss - say £20 if it's alot of money you're talking about.

Flight · 26/03/2008 08:18

Ok. Have you actually seen pictures of the damage?
This is essential and the first step any experienced seller will take, just so you know it is your buggy that is damaged and not another they happened already to have and are trying to tell you is yours!! (tell them you have a note of the frame number and ask them to give it you if in doubt - this will see off most scammers.)
If however you've seen pictures and you trust them, the next step is to claim - well you've done this.
Then you wait for the outcome of the claim. This is also ime essential, because the buyer might throw away the packaging which would be needed for inspection (possibly) and then you won't get your money back if you have already refunded them for the damage.
So they need either to return the whole thing to you and you claim, and you also refund them, (minus the return postage - that's their job, as seen by ebay at least - it's up to you if you want to refund that too).
If they put in a, 'item not as described' claim through paypal, they will be required to return the item to you at their own cost, so you're technically not doing anything wrong at all asking them to pay for return postage.

Good luck. They will have to either return it or wait for the claim to be settled.
DO NOT refund until you have the item and packaging back in your possession.

KnickersOnMaHead · 26/03/2008 10:29

Message withdrawn

kaballie · 26/03/2008 14:14

Sorry Knickers, Ebay etiqutte demands that I not name them here. I do believe her though. She is also chasing me for a bag which I said I would send IF I found it. She is now demanding a replacement. How can I make her leave me alone? I am so fed up as I have so much going on in life and sometimes little thigsn like this can seem so BIG. Probably cos it stops me thinking about the horrid stuff. Maybe I actually enjoy it a bit really?!!
Thanks for all your help so far,
x

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kaballie · 26/03/2008 14:16

Oh and PForce will only deal with compo at the address it was delivered to so can't get it sent back. Think I will wait for outcome and if they wont give compo will say she can send it back at her cost. I reckon she'll prob keep it.

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Flight · 26/03/2008 14:18

Kaballie - I know exactly how you feel and it's odd how much it can take you over, the feeling of conflict always gets me very jittery even after however many years on ebay!

You are under no obligation to provide anything unless stated in the listing.

Have a good read of what you put was included. If you said, 'bag included if I can find it' that does not mean you need to send her a bag.
If you said it was definitely included you do have to.

You are perfectly entitled to refuse any partial refund and insist it is returned for a full one iyswim. Perfectly.

Get a bit sharp with her and make it clear you won't take any nonsense - she is by the sounds of it trying it on.

KnickersOnMaHead · 26/03/2008 14:19

Message withdrawn

Flight · 26/03/2008 14:22

Is that true that they won't deal with it from the sender's address?

Ok. Well yes in that case, claim from them, tell her to keep everything, and she will have to prove to them what she's saying. Then and only then do you forward her the claim money.
You don't have to have it back unless she claims with paypal before 45 days from the transaction. Pf might take longer than that to send someone out to her.

As you say she might just keep it...I had a buyer say there was 'almost invisible' damage to an expensive antique last January.
I was all for doing an RM claim but she said she didn't think the inspector would be able to see it so she just kept it anyway. I reckon she expected a refund and to keep the item.

This is why we pay for postal insurance

Your buyer may be genuine but follow protocol and you can't go far wrong.

kaballie · 26/03/2008 15:37

What does Iyswim mean? Keep seeing it on here and can't figure it out!
Thanks for all the info, so am I right in thinking that if she hasn't made a Paypal claim within 45 days (which is in 15 days time) I can just tell her to lump it?
Oh, I found the bag btw but I'll make her wait a while!
Knickers, you are naughty! No!
Cheers guys
x

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Flight · 26/03/2008 15:42

Yes, that's correct - don't tell her though - not that I would encourage you to string anyone along but if you just say you are waiting for parcelforce to get in touch etc she will have no reason to think you're not dealing with it.
She might put in a claim just to be on the safe side but I'd just stay really chirpy and polite, and she will prob not think about it.
Then if you get a payout, great - send her it - and if she starts being arsy or throws the packaging, you can ignore her emails.

Flight · 26/03/2008 15:43

If You See What I Mean!!!

kaballie · 26/03/2008 17:43

I see what you mean!
Cheers everyone. Not only am I now armed and dangerous as far as Ebay goes but I am also armed and dangerous with new lingo to use on Mumsnet. This has been truly enlightening!

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