Buyer said item was damaged

[kjarvo]

I posted an a1 drawing board and paid for the postage through ebay directly. It was with myHermes. It didn't offer any insurance.
I had problems packaging the parcel. I bought loads of bubblewrap but it was popping when I wrapped it because the item was heavy, so I ended up first wrapping the board in plastic then about 8 newspapers, duct tape, bubble wrap around the edges and cardboard along the ruler and then parcel paper. It wasn't ideal, but 4 people I asked in work said it was fine. I would have had to have a box to fit otherwise and I couldn't buy one big enough. It was fine unless the delivery driver literally threw the board around. I also cut out the handle. It was truly no different from other items that I have posted in the past.

However, the seller said that the board (1mx600mm) was badly packaged and a foot had fallen off it. I think they mean the rubber foot from the stand or maybe a plastic corner. I am sure the foot was there. They also said that there was a small chip and they have taken photos. They didn't send the photos.

What should I do? Should I ask for them to return the parcel? who pays? do they automatically get a refund and then do I have to take the damage up with myhermes or ebay? I paid eba so do I take it up with them?

If I have to pay the refund AND deliveries, do I also still have to pay the fees??? It seems a bit unfair? Can I offer a partial refund if the seller agrees?

Thank You

You ask them to open an official return with eBay. Then you have to provide a pre paid label for them to return the item for a full refund, inc the original postage charge, but you will get your fees back.

Yes you can offer a partial refund and the buyer keeps it, if they agree, there will be an option for this once they open a return request.

You then lodge a claim with MyHermes, but unless you purchased additional insurance the most they will pay out is £20 I think? If they pay out at all as it sounds like you know your packaging was insufficient.

You need to get the photos, ask them to include them in the return request.

Hermes are very good at damaging things, I have had leaking things, dented things, and last week a completely smashed item all delivered by Hermes.

You need to be able to drop the item down a flight of stairs without it breaking in order to be relatively sure it will arrive safely. You can get boxes free from supermarkets, open them up and reshape them for packaging.