Item I sent has arrived smashed according to buyer. WWYD?

[Cremolafoam]

I wrapped the thing( a china dish ) in 3 layers of bubble wrap and then tissue paper and then a cardboard box and then a plastic posting bag taped securely and marked clearly with fragile tape . Sent 1st class yesterday
What's the proper form for this ? She wants a refund

ask for them to provide a photo and then you need to refund them in full. how did you send it, can you claim from them or do they not cover china?

This happened to me with some cups - I asked them to send a picture to prove it which they did and then I did refund - I'd wrapped in bubble wrap and cardboard box too, but didn't insure it at the post office which was my own fault!

She refuses to sent me a photo

Could you just tell her that you need proof of damage for insurance purposes in order to refund her

Then she sends it back if she can't send a photo and then you refund her

Ok will try that. I'm worried because there's a breakage scam out there ATM. And she has pretty meh feedback

Contact eBay under 'raise a dispute'. (I'm not an experienced ebayer so this may be crap advice)

Unless she provides a photo I don't think she can be believed.

This happened to me (I was the buyer) and package was damaged. I took photos of damaged package unopened and then of contents. I had to pay postage for the return £15... It was a PC.

He refunded immediately

This happened with me…I sold lots of stoneware Le Creuset stuff on ebay (about 8 items total to different buyers) 4 people said they had arrived smashed :(
All were happy to send me photos as I knew I would need to provide photographic evidence to the courier to claim back from them.

If she is refusing to send you pictures sounds like she is up to something…just keep insisting you can't do anything without evidence of the breakage….if she is trying to scam you she'll get bored pretty quick when she realises you're not falling for it.
(Though I'm not sure who would refund before seeing pictures of damage tbh )

Dodgy if she won't send pics. If she does and it is you can claim back via Royal Mail or courier

ok - no photo, then ask her to return for a refund. I would think she won't return it. Has she got bad feedback from other sellers? You could do everything she asks and she still leaves a neg, so don't worry about feedback for now. If she opens a case ebay will tell her to return before refunding. If sent royal mail I don't think you can claim for loss unless it was special delivery.

Yes, ask her for a photo or to send the item back.

Because, basically, why would she not if it is indeed broken?

I sold some items recently and the buyer emailed a vague 'some of them are broken', I asked her to send a photo of the broken ones and detail how many of each colour were broken - never heard from her again!

Yeh well she's won't send it back now and apparently she hasn't got a camera . Couldn't give two hoots about her feedback tbh. I have 100% after 8 years of selling. Have had to refund once due to honest mistakes - a hem loose on a skirt . This is a new situation for me.
Hopefully she'll get bored. If she's honest she can open a case but according to eBay she needs to prove its broken or send it back.
Will refer to RM if either of the above scenarios materialise .
Her emails are arsy and her feedback from other sellers is through gritted teeth at best. She took 8 days to pay so should really have relisted in the first place . She begged me to wait til 'payday' we are talking pence here people.

mm.... it doesn't sound well enough wrapped to me; tbh. Would you have chucked it down the stairs confidently?

She WILL win this if she raises a dispute, it's just a matter of how much hassle you want to make the transaction into.

Yes actually I would have confidently dropped it. The wrapping was adequate. But never mind.
will wait and see. Happy to refund it if it's indeed been used as a football by RM.

She WILL win this if she raises a dispute, it's just a matter of how much hassle you want to make the transaction into.

How can she win it without providing evidence that its broken?

I disagree, I sold vintage china for years online, that packaging was sufficient by the sounds of it.

3 layers of bubbie wrap sound fine to me, bet she's trying it on.
I once had a photo frame sent wrapped in a single sheet of wrapping paper! Arrived in smithereens, needless to say.

Hope the item wasn't worth a fortune as I don't think Royal Mail will cover damage to china ( they never used too), my dh sells china via ebay and now sends by courier as they will cover.

Anyway, without returning the item or showing proof of the doge then she can not have a refund ( ebay asks for the item to be returned before refund is issued ) but if it wasn't worth a fortune I would be tempted just to refund to save the hassle.

what is her feedback like left for others?

I would have wrapped it solidly (no movement) inside bubble wrap inside a cardboard box. That first box would be surrounded by some kind of padding (recycled plastic food packaging is good, styrofoam with cardboard, peanuts, etc.) inside another larger more solid box. It's the double box method, and I don't trust fragiles to survive posting or courier with anything less.

It was as you describe.there was no movement in the box which was packed tight with scrunched thick paper( recycled from amazon)and the item was first wrapped in small bubble wrap and taped then twice more with larger bubble wrap. Then padded with a triple layer of tissue .
Placed in the box and then back filled with the heavy scrunched paper. The box was then wrapped in brown paper and tied with string. Then a large posting bag was put round it for waterproofing which was also taped at the edges to inhibit bashing.
Honestly I am confident about the wrapping. I have sent china before this way without incident.

if it is broken then you will need to refund. It is the sellers responsibility to get an item to the buyer intact, so if the buyer is genuine they will be refunded in full.