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Item arrived damaged!?!? What do I do?

(31 Posts)
Ilovecake1 Wed 24-Oct-12 21:43:09

Sold an item recently for £31, I received an email from the buyer a week later saying it has a piece broken off...the item is extremely sturdy and near impossible to break and it was very well packed. I sent a lovely email back saying it was in perfect condition when it left here etc and unable to receive returns as all money raised helps my LO. I have now received an email from eBay to say she has opened a case with them and wants to return the item for a full refund....what shall I do? Do I have to give a refund? I really don't want to give a refund as all money raised goes towards my daughters therapy! Thanks for reading

Ilovecake1 Sat 01-Dec-12 22:56:18

An update!! The buyer escalated the case and eBay decided in her favour!! No surprise there really...I think they gave her about 2 weeks to return the item and email eBay the tracking number!! Today I had an email from eBay to say due to her not sending the item back to me they have now closed the case and PayPal have released my money......from the first email I thought it was all a bit dodgy as the item is very nearly impossible to break! Obviously the item was not broken and she was probably trying to pull a fast one! Thanks to all for your help on this thread.

fergoose Sun 18-Nov-12 10:33:36

no that is wrong - you had the contract with royal mail so you must claim, and paypal won't release the funds unless she cancels the claim.

Tell her to return and you will refund, and you must claim for the damage

Ilovecake1 Sun 18-Nov-12 10:03:47

I am back again.....she was not happy when I refused to pay return postage, but I stuck to it!! I then offered to send the recorded delivery slip and she could claim herself via the Royal Mail as she wouldn't need to pay return postage etc. a week later I had an email saying yes she would like to do that! I really don't know if I have done the right thing now because when will PayPal release my funds? Could she claim refund twice? Royal Mail and eBay? And also I am not sure if this is relevant but the message she sent was not through eBay....well I don't think it was as on my eBay page it still says waiting buyers response?! Thank you all again for any replies.

tutu100 Sun 04-Nov-12 18:58:09

I didn't refund my buyer until I had the item back. When I refunded my buyer I did refund them the postage cost to send it back as I didn't think they should be out of pocket. Royal Mail refunded me the price i got for the item and the original postage so I was out of pocket for one ways postage, but the buyer left me positive feedback and at least I wasn't out of pocket the whole amount.

tutu100 Sun 04-Nov-12 18:55:53

When i had to claim for my damaged item I asked the buyer to return the item and the original packaging (they had already sent me photos of the packaging and the damage so I had them as a record as well). I then put in my claim with pictures of the damaged item and packaging the buyer had emailed me and a print out of the ebay listing to show what the item had sold for.

I kept hold of the item and packaging as Royal Mail had told me someone might be sent out to inspect it (I rang their help line to ask what to do about the buyer having the item and they said to get them to send it back to me which I thought was silly as then you wouldn't know at what point the damage may have occurred), but no one ever came out to look at it. I just got a cheque in the post about a month later with a letter saying I could now dispose of the item.

GiveMeStrength2day Sun 04-Nov-12 18:25:53

Just to share my experience of item damaged in post. I was the seller. I absolutely cannot understand how the item got damaged (must have been run over!!). The buyer did appear genuine though. If I remember correctly, the post office issued a return label for nothing. However, my buyer did not keep my original (seriously sufficient) packaging so because I could not prove I'd packaged properly, the post office would not pay for damaged item. I refunded the buyer whilst I was going through the claim process - rightly or wrongly, I regretted doing the right thing in refunding as the buyer disposed of my packaging and therefore invalidated my claim. I was over £50 out of pocket in the end (given I couldn't sell the damaged item)

InABloodyRut Sat 03-Nov-12 22:59:24

Ebay, or paypal, cannot remember which, states that return postage costs is down to the buyer doesn't it?

nellyjelly Sat 03-Nov-12 20:02:25

Yes full refund. Felt under so much pressure and it was my word against his. He was a longstanding seller too so had tons of good feedback. I noted on his profile that he had bought tons of the same sunglasses so who knows which ones he sent back to me!

Ilovecake1 Sat 03-Nov-12 18:26:23

Hi lljkk, thanks for your reply...yes just noticed this! And free post address, I was starting to worry about paying postage again! Lol. I really don't want to pay for the return postage.....I sound very mean I know but I am pretty sure she will leave me a neg anyway so why should I? And by the end of it I will be close to £50 out of pocket! But cross fingers I can have a refund with Royal Mail. The joys of eBay hey...I will keep you updated. Thanks.

lljkk Sat 03-Nov-12 18:13:28

The form will tell you what to do, IIRC for damaged items you are supposed to send in the damaged item to Royal Mail along with packaging.

I think most sellers would ask buyer to pay return postage & then reimburse that after they examined item for themselves to confirm damage.

She could pursue damage claim but technically the contract for delivery is with you, so you should claim for the lost value.

I strongly suspect a recent buyer claimed damage for something he already had himself damaged, & he just wanted a free replacement.

Ilovecake1 Sat 03-Nov-12 18:09:07

Thanks Tutu, I probably would have never found that form!! Lol.

That's just horrid nelly...did you give him a full refund? The thing is these buyers are probably doing it on a regular basis and we can't leave any neg feedback to warn others!!

Ilovecake1 Sat 03-Nov-12 18:00:29

Thank you so much for your replies...very grateful. Do I need picture of the item and postage materials or just the item? She wants me to pay for the return postage to which I have declined!! Only because I know the item was 100% perfect when it left here! I don't know if I was right to do that but I have....what I also did was sent her a message asking if she wanted me to send her the recorded delivery receipt and she could claim..that way she wouldn't need to pay return postage. Don't know if I was right to say that!?!? I know I am very sensitive but this has really made me cross...just trying to make a bit of £££ here and there but end up out of pocket!! Thanks again and sorry for my rant!!

nellyjelly Sat 03-Nov-12 17:43:24

My sympathy. I sold something quite expensive then later got an e mail from buyer to say item damaged. He sent me a photo and the damage was definately not there when I sent it and doubt it could have been done in post. In the end I just had to accept them back. Ebay nearly always finds in buyers favour.

I am convinced buyer damaged goods when trying on (sunglasses) or sent me damaged ones he already owned in place of mine. Put me off using ebay again.

He really hassled me by e mail too. Really bullying in tone.

lljkk Sat 03-Nov-12 17:36:17

I always pick up the form from the post office (much cheaper than printing it out at home). Form is usually away from the counters and with other miscellaneous forms to fill in. Sorry I've never done a damaged claim, let us know how you get on with it.

tutu100 Sat 03-Nov-12 17:30:27

Here is the web address for the claims form. It was pretty hard to find here

tutu100 Sat 03-Nov-12 17:28:17

If you go to Royal mail websire there is a form you fill in and print off and the post off to Royal Mail. You can include pictures of the damage and packaging and Royal Mail then look into the claim. I was once told that sometimes they send an assessor out to look at the item, but when I had to claim I sent the frm off, then didn't here anything till I got a cheque in the post 4 weeks later.

Ilovecake1 Sat 03-Nov-12 17:23:49

This is still ongoing!!! How do I claim with Royal Mail? Take the return item and recorded delivery slip to my local post office? Sorry my question might sound very basic but haven't got a clue!

lljkk Sun 28-Oct-12 10:03:25

You cover return postage if you can confirm it's really the same item you sent & you can confirm the damage claimed.

If it's not your same item then you pursue that as a dispute with Ebay.

It is annoying & a constant hazard of Ebaying.

If you truly expect to never sell on Ebay again you could just shrug it off & not refund everything.

Ilovecake1 Sun 28-Oct-12 06:57:29

The item is being sent back to me!! Do I cover the cost of return postage? Or do I just give full payment back and the postage for one way? If there is something missing or the item has been switched, where do I stand then? I really don't think I will sell anymore on eBay as this has i really can't be doing this on a regurlar basis.

CuriousMama Thu 25-Oct-12 09:10:22

I was thinking the same as hatti, call her bluff.

hattifattner Thu 25-Oct-12 09:09:03

yes, ask her to send the item back, as you security marked it before it was sent, so you will know if it is the same item or has been switched for a broken one.

CuriousMama Thu 25-Oct-12 08:56:04

That's awful about her and feedback, I hate that. They shouldn't get away with it.

bureni Wed 24-Oct-12 22:42:39

contact your buyer and ask them to send a photo via the ebay email of the damage, if they are honest they will do so. If they are chancers ask them to return the item for a full refund, they have to pay for the postage and packaging. The post office may ask for proof of the damage so a picture is important both for ebay and the P.O.

Ilovecake1 Wed 24-Oct-12 22:36:46

I guess it could have been damaged by transit...but it had lots and lots of bubble wrap around it and in a box! I have always used eBay to sell and raise money..nearly a 1000 stars and had no trouble..I guess I am taking this badly. Wished now I had just taken it to the local hospital or charity shop! I have also looked at her feedback...she leaves lots of bad and neutral! How do I claim with Royal Mail? Just take the recorded delivery slip down to the local post office?

fergoose Wed 24-Oct-12 22:25:26

the buyer will win a case and get a refund - eBay will prob tell her to return the item to you and then will give her back the money from your Paypal account.

I guess it could have been damaged in transit, in which case you can claim from the courier/royal mail.

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