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Original poster

Oh heck. I sent something expensive, it's been damaged apparently, what next?

30 replies

Flllightattendant · 21/01/2008 14:45

I haven't done this for a while so could anyone remind me please what the protocol is?

I sold an antique doll for about £450. I packed it very well with tissue inside the head, bubble wrap around the head and then inches and inches of packing chips. I even double boxed it. It should have been fine.

Now the buyer is saying it has two cracks in the head. I am not sure where to begin - I've told her to keep the packaging as RM will need to inspect it, and I have rung RM and they are sending me a claim form, as it was special delivery which covers damage up to £500 (the damage is only about £100 worth, possibly a bit more) but do I need to refund her this amount now, or can I wait till RM refund me first?

I am also slightly hesitant, as she says her email is down and so she can't send me pictures. Plus she reckons the cracks were there before and didn't happen in the post - I disagree and have photos to prove it.

It's even possible she dropped the blooming thing herself as there were 4 hours between it being delivered and her letting me know.
But I don't want to think that way as she seems really nice and has good feedback.

What do I do? And do I have to refund her in full and have the doll back, if she wants that option? I would be afraid of it being further damaged in transit.

She paid by cheque btw.

OP posts:
lazarou · 21/01/2008 14:48

I would ask her to send the doll back and then you will refund her

goingfor3 · 21/01/2008 14:48

I wouldn't refund until you have the money back from Royal Mail. Then ask her whether she would like to return the doll for a full refund or enough money to cover the repairs. Would be wary that she 'can't' send any pics as you probably need them as proof for RM (?).

lazarou · 21/01/2008 14:53

If you are unsure then email ebay customer services. They may be more helpful.

Original poster
Flllightattendant · 21/01/2008 14:55

Thanks - it can't e repaired, it is just devalued iyswim, so if she were to resell it she would not recoup the amount she paid.

She already mentioned that sending it back would be risky and I'm inclined to agree...these things are not ideally suited to being posted. (as I have found out)

I wish she would keep in touch as she keeps vanishing and I need to sort it out as it makes me very nervous until these things are settled.

Apparently her brother is going to sort out her email facility and then she will send pics. I should be able to tell if the cracks are new or not, but anyway I hope she will be happy to wait a few weeks for the compensation.

OP posts:
PortAndLemon · 21/01/2008 15:23

Whereabouts is she? Could a MNetter go round and take some pics for you?

I think if she "can't" send you the pics then it's only fair for her to wait for compensation/refund.

Original poster
Flllightattendant · 21/01/2008 15:54

Oh thanks P&L! She's in Cheltenham. I just rang her and she sounds very nice, she wants me to claim the full value of the doll which is just silly because RM know full well that not a lot of damage has been done. So I've just said I'll do my best.

Half of me is thinking that because she was talking about it being all her savings, and the bank wasn't going to be pleased etc, she is just trying it on. But anyway, I will send in the claim form and let RM decide.

We spoke for about 40 minutes and decided between us that one of the lines is just a firing fault, but the other one is probably a new crack which happened in the post.

Ho hum...

OP posts:
goingfor3 · 21/01/2008 16:01

If you get all of the money back ask for the doll to be sent back to you before you refund as some people may just do what she has done so that they can have the doll and the money.

Lauriefairycake · 21/01/2008 16:06

Definitely wait for Royal Mail to refund you and you have the actual doll back intact before you refund.

Original poster
Flllightattendant · 21/01/2008 16:21

Thankyou, good idea Goingfor3 and Laurie. I had not thought of that.

I hope she is patient, I am afraid of her taking me to court or something! Can people do that for amounts like £200 or whatever?

She said she wants me to claim the full price of the doll, that;s daft because the doll is still worth at least 300...so I've said I'll claim 250 and see what they offer.

Will they send me the compensation, or her?

OP posts:
Lauriefairycake · 21/01/2008 16:26

They will send it to you, it remains entirely yours I think until the transaction is finished satisfactorily

she would have no luck taking you to court, it is perfectly reasonable (and the test in court is 'reasonableness')for you to wait til you have been refunded. Isn't that also ebay rules and policy too?

Original poster
Flllightattendant · 21/01/2008 16:48

That's reassuring, thanks...not sure what ebay rules are tbh! I guess we can only do our best and see what RM dish up.

OP posts:
VictorianSqualor · 21/01/2008 17:08

FA, Don't worry, she cannot take you to court or complain to ebay about something Royal Mail may have done, it is insured by them to get from one place to the other safely so you'll have to wait and see what they say.

Original poster
Flllightattendant · 22/01/2008 06:25

Thanks VS...why do I always get so massively upset by these things? I am 99% certain it was not my fault - I used the required 4" of packaging around the head, as I always do, I used an extra box on the outside, I was really careful...it almost seemed fated to go wrong this week!

I guess if it happened when in RM's care, they should be liable, but I hate the feeling that something has gone wrong...it is my responsibility to sort it all out for this woman after all (good sellers should!)

I've been awake half the night and my stomach gets upset too because of the adrenalin I think.

ARGHHHHHHHHHHHHHH

{feel better now!)

OP posts:
dee24 · 22/01/2008 21:18

Why are you only going to claim for £250? Would you not be better claiming for what she paid and see what they offer, after all the compensation goes up to £500. Then ask her to send it back for her full refund, don't send her money and let her keep the doll as this makes it seem a tad dodgy.

Original poster
Flllightattendant · 23/01/2008 08:14

Thanks a lot Dee. Spent whole night dwelling on it and then I get an email this morning...she doesn't think the RM inspector would be able to see the 'crack' after all as it is 'sometimes there and sometimes not' lol.
I think we have hit the endgame on this one. Apparently some friends in the doll dealing world know bout her, and she may have pulled this off a few times...

She says she wants to keep the doll and if RM don't pay out it doesn't matter.
There was so much about her emails that didn't add up.

Thanks all for your help and support

Glad that's the last one I'm selling for a while!!!

OP posts:
goingfor3 · 23/01/2008 08:26

MMmmm that does sound suspisious! At least you don't need to worry about it anymore.

yurt1 · 23/01/2008 08:31

make sure you block her as a buyer. Too much hassle. 'sometimes there and sometimes not'

mehdismummy · 23/01/2008 08:51

oh flllight. She was scamming you. You think the best of everyone bless you. Stop stressing about it. There is nothing she can do about it without going through the courts. And even then its up to her to prove it. Lol at her sounding nice on phone of course she will. She is a con artist. So no more worrying! Sending you hugs and nice cup of tea!. Ps have you seen leoleo?

Dropdeadfred · 23/01/2008 08:57

Tell her RM have saidwithout pics there is no claim....

crokky · 23/01/2008 09:00

I think it's best to use eBay to sell cheapish stuff - I have sold loads and loads and had very few problems with cheap items - such as a pair of kids shoes or a DVD or something like that. I sell a few items that are a bit more, but not much more and they are also OK. The one time I sold something expensive for a relative, the buyer came back with some similar bullsh*t as you have had and wanted £100 of the money back.

Original poster
Flllightattendant · 23/01/2008 10:25

Thanks girls

Crokky I think you're right - I've been repairing/buying and selling old dolls for a couple of years now, and the only two I ahd that were worth around 400, have both had something go wrong. It is such a stress.

Thankfully I have realised that I cannot deal with it any more and am just keeping the battered and broken ones plus one perfect one which is just too beautiful to part with. None of them is worth this much so I feel better now she has gone! I tend to break things if they are valuable

Mehdismummy, how are you poppet? Thankyou for being so kind. I haven't seen Leoleo but will search and see if she's about xx

OP posts:
Original poster
Flllightattendant · 23/01/2008 10:25

Yurt - ta I had forgotten to do that!

OP posts:
Original poster
Flllightattendant · 23/01/2008 10:27

Mehdismummy

She was about last night but have you seen this yet honey? x

OP posts:
JustMissyNow · 23/01/2008 10:31

glad yolu seen to have it sorted FA!!
how are you hope you're ok!!

Original poster
Flllightattendant · 23/01/2008 10:32

Ok thanks Missy! How're you pet?

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