Ebay seller advice - WWYD?

[NoButYeahBut]

Posted in chat as well

I have been on ebay for 10 years, 100% positive feedback.

I sold a brand new (from wholesaler) dress last week, have sold a couple before with no problem.

Buyer contacted me and said the dress is ripped, i had checked the dress and not seen anything but I said no problem, please return knowing i would try and claim cost from wholesaler. I would replace dress and refund return postage costs.

Buyer replied saying she would do this and mentioned that the parcel was damaged when it arrived.

This changes things as it sounds like Royal Mail have damaged the dress in transit, it was in a secure mailing sack.

So i asked seller to return the packaging as well so i can claim from RM for damage. Buyer said she does not have packaging as it has been thrown away.

So if i replace the dress i am down the cost of two dresses and postage and cannot claim anything as i have no packaging.

I think had i been the buyer i would have held on to packaging and contacted the seller.

So do i replace the dress and loss money or say sorry as no packaging i can't replace. I have 100% feedback and am loathe to risk it by refusing but i am not made of money, not a shop just an individual seller.

Isn't this just the risk you take? Over 10 years, if this is the first time you've had to pay out to do this, you're still massively in credit :)

Yes..annoying that buyer did not keep the packaging, but still, if you she hadn't mentioned the packaging, you still say before that you'd have changed the dress for her?

Yes because i would never want anyone to be out of pocket due to my mistake, this was not my mistake though.

I guess i'm just cross she didn't keep the packaging.

I'm on ebay as i need the money - not for fun!

is the buyer asking for a replacement then? What does your return policy state?

She is asking for a replacement.

I accept returns for faulty items.

I will be amending to state that damaged packaging must be returned with item.

Should i just refund and then at least am not down another dress and postage?

well you need her to send it back first before you refund. Can you not claim with royal mail for the damaged item - do you actually need the packaging?

I remember trying to claim years ago for a damaged item and they wanted proof of the damage. I will check and see if the process has changed.

With RM and buyers who mess you about (not this one) ebay is starting to become too much of a pain i think!

I know RM state that damaged packing must be included with any claim for damage on the compensation form - however I have had to make a claim like this previously and also did not get the packaging back from the buyer - RM paid my claim (was very suurprised as it was a game dvd which are pretty hard to damage, plus I have sent around 350+ items packaged the same way over the years both in the UK and abroad and never had another one arrive damaged).

I wonder if it depends on the value of the item though - I think I was claiming around £15 including postage.

Thanks When i don't think i really have any choice, will post a new dress and try my best with RM!