Damaged in the post. How to respond?

[Lotkinsgonecurly]

I sent 2 pairs of trousers and 2 tops in the post. They were wrapped in brown paper 2 layers and loads of tape. However the buyer has said that the package was split open and there are marks on one of the tops that definitely weren't on there when sent. She is querying the postage charge as the postmark was less that the she paid for postage.

What's the best way to respond?

[Lotkinsgonecurly]

Please ?

[boxoftricks]

how much more was the postage charge than you actually paid? She needs to realise that it doesnt just include postage, but the time, the wrapping materials, and the petrol to get to the post office. however saying that if youve charged her £10 for items that only cost you £3.50 to post then thats a different story!
sorry I dont have an answer to what to do about the marks.

[going]

Postage also covers packaging so it's not uncommon for postage to be higher than paid for on the stamp.

Did you get the items insured or did you just send them in normal post?

[WalterFlipschicks]

I think she needs to take it up with royal mail, and maybe you should ring them for advice, if you put layers of tape on i would be inclined to think she is taking the piss
agree with bot regarding p&p charges, depends what the difference is?

[fergoose]

i don't think you can claim for damage with royal mail as they would consider brown paper inadequate packaging

I guess your buyer is asking for a partial refund for the damaged item?

[Lotkinsgonecurly]

The p&p charges were £3.50 actual postage was £2.36. She has said she will email photos of the damage.

I think as a gesture of goodwill I may just refund the postage charge. Not sure want to get into a long drawn out debate with her. I've sold quite a few things on ebay normally kids clothes and these were labelled as very well worn. Apparently there is also a mark on one of them that I didn't take a photo of but she bought the hole bundle for under £3. I've realised the school holidays isn't a great time to sell things.

[Lotkinsgonecurly]

I sent them normal postage, nothing insured.

[Takitezee]

I always send items in waterproof wrapping. If I don't have a proper bag then I wrap it in a carrier bag first and tape it up.

I think your postage was excessive too, I usually put about 50p on top of actual postage.

I would ask her if she could wash the item and see if the mark comes out. If it does then offer the postage back just as a goodwill gesture and if it doesn't then you should offer a partial refund.

[fergoose]

has the buyer given you photos of the damage by the way? I agree about using a more waterproof packaging, I keep all jiffy bags which are clean and reuse them - saves on costs then I only need to charge stamp price to buyers.

Many sellers won't give a partial refund, some insist on items being returned and then will refund. You don't have to give a partial refund, it is entirely up to you so don't be bullied or blackmailed by the buyer.

I think refunding the postage is fair, if not I would ask her to return the items for a refund.

[Lotkinsgonecurly]

I do normally use jiffy bags its just sods law we'd run out. I think I'll offer to either refund her postage as a gesture of goodwill or return the items if she'd like a refund.

I don't think I need to pay for her to return the items do I ?

[Takitezee]

You don't have to pay for her to return them but I would. Why should she be out of pocket because you didn't package them correctly?

[Selks]

Brown paper - even two layers - is inadequate for ebay parcels. I've recieved several ebay packages that used brown paper and they had split in the post.

If I run out of jiffy bags I cut up a very heavy duty waste sack and use loads of parcel tape.