Package arrived damaged and missing items, but recipient signed for the package.
Hello I sell manga and books sometimes on ebay. A buyer just messaged me that some of the volumes were missing from the order. I sold 18 volumes sent all 18 the buyer said they only recieved 9 they sent me 3 photos of the damged box and the 9 volumes recieved. I fully insured the package and added delivery confirmation due to order being around $300. I havent asked the buyer yet but I assume the signed for the package. Does anyone know the next step is if anyone had dealt with or this type of issue.
30 comments
msha3839
·8 months agoDid you request signature upon delivery? According to what you wrote, no..anyway, by refusing delivery on eBay, buyer loses money back guarantee…
gurlcat
·8 months ago????? The OP of this thread DID say they added signature confirmation, and they DIDN'T say anything about anyone "refusing delivery."
msha3839
·8 months agoSimply indicated that buyer can lose mbg by refusing delivery.
ryry-jj
·8 months agoWhat was the size of the box, the weight and what does the BMC on the bottom say?
inhawaii
·8 months agoYour fault. Inadequate packaging.
If the buyer wants to keep the volumes he received,
figure out a partial refund for the volumes he received.
Also figure out what shipping refund they should get.
Be generous. This is your fault.
If the buyer does not want to keep the volumes received,
have him start a return and give him a full refund when you receive the books back.
Apologize. Be humble. Be prepared to take a loss.
Again, this is your fault.
gurlcat
·8 months agoTo this day I don't understand what signature requirement is actually good for.
As an online shopper I've had many deliveries where it was supposedly required (even included in exorbitant shipping costs that some stores claim necessary) ..... but then I've never, NOT ONCE, actually had to sign anything; the packages are always just scanned and put in my mailbox, same as any other.
As an eBay seller, I don't get why we have to pay for signature on items over $700. -Why isn't the Delivered scan good enough proof, same as any lower-price item? From what you're saying @wastingtime101 it makes no difference for INAD claims. But then what difference could it make in the event of the buyer filing INR despite there being a Delivered scan?
Has anyone reading this actually relied on their buyer signing, to save their goose from being cooked in any way?
adamcartwright
·8 months ago@gurlcat
No, I never have had to rely on the signature.
I have actually done signature confirmation for an item under the $750 minimum, just because it was higher value item in a larger box, and I didn't want to have to hassle dealing with a buyer who would come back to me about a possible porch pirate situation.
wastingtime101
·8 months agoIt's $750+ on .com (different mins on international sites)and affects seller protection in a myriad of ways from INRs on eBay to payment disputes with the payment processor.
I've seen sellers win and lose massive $$ based on having sig or not.
gurlcat
·8 months agoYou mean on eBay? But HOW?
How could the seller lose? -because the buyer didn't sign? How could they prove they didn't? Anyway wouldn't that be the USPS fault for just leaving it at the address, when they were supposed to get a signature? Isn't that what the extra CHARGE is for?
Say the seller won -because they were somehow able to prove (to eBay) that the buyer signed? HOW?
I had one delivered this month, just says "Left with individual." I don't see a photo or digital image of any signature.
wastingtime101
·8 months agoYour item was signed for. Shows as much under "product information" at the bottom of the tracking page.
Carriers aren't supposed to leave sig conf packages without getting a signature. Full stop.
Even during 2020 Covid when there was a brief exception to this rule, the carrier had to sign for the package and take responsibility if they weren't getting the recipient's signature.
Sellers lose when they don't purchase sig conf when total order value is $750+.
gurlcat
·8 months ago@wastingtime101 Wish I could give more than just a helpful, THANK YOU SO MUCH!
For the "sellers lose" thing, I always forget some sellers don't buy their labels here (where it automatically adds in the signature charge). So, in that case the buyer can file INR and eBay will side with them, even if there was a Delivered scan (just not a signature)?
Ah you're right, I DO see the name of the signer on that recent one of mine; apparently an employee at GIA appraisal, because it was an authenticated item. But when they ask for the signature, do they also require I.D.? Seems that would be necessary, otherwise someone (say at the wrong address the carrier accidentally went to, or a roommate of the actual customer) could just play stupid and sign for something, just to see what "prize" they won in an unexpected package, LOL.
The reason I'm so ignorant about this is because I swear I've never had to sign at my door for anything! Not USPS, FedEx, UPS or anything!
tarotfindsandmore
·8 months agoNot only do you not need to provide ID, you can pre-sign form 3849 (the peachy pink one) so that your carrier can just scan it whether you're home or not. There's a little pouch/folder in every route's vehicle with a collection of these that the carriers can scan on behalf of their customers if the customer has requested it.
adamcartwright
·8 months ago@gurlcat
At the the USPS counter, I had to show my ID.
At home, I've never had to show an ID to sign for any delivery.
I recall they ask for your name if they can't read your signature.
wastingtime101
·8 months agoIf the seller chooses to ship without sig conf on an order valued $750+ and the buyer files an INR, the seller will lose, even with a delivered scan. eBay automatically adds sig conf on the label page, but sellers can still opt to uncheck it to save a few bucks (which is usually a bad idea), or sellers can purchase labels off eBay where they're not reminded to add sig conf.
Depends. Some services are "restricted signature" which means only the person the package is addressed to can sign for it and the carrier has to ask for ID. Some services are just "signature" and others are "adult signature" which generally means anybody in the household can sign on delivery.
If the recipient has to go to the carrier to pick up a held package, then they will request ID, for obvious reasons, otherwise anybody could walk in with a tracking number or a slip they found (those things often fall out of mailboxes when people grab their mail) and claim it is their package.
gurlcat
·8 months ago@wastingtime101 Thanks a bazillion!!!
luckythewinner
·8 months agoTo be covered by seller protection, eBay requires signature confirmation above a certain dollar value. There have been sellers who have posted here that they lost seller protection cases for INR where they met all the other requirements except the signature.
simba6
·8 months agoYes, eBay rules don't allow a buyer to refuse a package unless it's arrived postage due. That is loss caused by poor packing (recycled short fiber cardboard to be exact). No shipping will pay a claim for damage caused by poor packing.
What to do
A issue a paid return label and refund in full when you get it back.
B issue a full refund and let them keep it for free
C Try and work a a partial refund
If you do nothing and the buyer files a case, eBay will choose B and ding your customer service rating and you don't get the selling fees back.
tarotfindsandmore
·8 months agoIf you purchased your insurance through ebay, you'll need to file a claim ...
If you purchased it through the carrier, you'll need to go to their website and do it there. Use the pics you've uploaded here in either case.
In the meantime, communicate with your buyer and see what he/she would like to do. If it were me, I would let them keep the books that made it and provide a full refund. You may wish to handle the refund differently, but assuming that was a set, it's pretty much toast if half of it is gone and what's left is just random books from the series.
Finally, get yourself some double-wall boxes that will snugly hold the remaining books you have listed. Books are heavy, and cannot be shipped in lightweight, over-sized boxes. With a series like you sold, and those you currently have listed, it's in your best interest to wrap them together tightly (heavy duty cling wrap similar to what's used for pallets works well) and then pack them in a double-walled box only slightly larger than the bundle with protective corners or bubble. This will protect the corners of the books but keep them from moving around in the box. The disaster you've posted is the result of using a waaaaaay too big, lightweight box without securing the contents.
roccotacodad54
·8 months agoBoy oh boy. Even if you asked the buyer to return the 9 volumes the same thing is likely to happen if they use that same super cheap cardboard (Yes I can tell from the pictures) box to return them and might get less than 9 volumes back.
I get the wish to save money on packing materials but?
I don't sell but do ship items to friends and family and use the rigid type cardboard and wrap clear packing tape East ,West, North and South around the box and reinforce all seams, flaps and corners with it.
After you refund the buyer USPS is likely to notice the same thing I did.
Hopefully you can get some insurance money from them but?..................
tools*
·8 months agoOh, come on. That box is trash and any shipping issues are clearly the seller's fault. Insurance won't pay, based on those photos.
wastingtime101
·8 months agoFor what it's worth @antantcam , when boxes arrive in that condition, in my experience there are 2 typical factors.
1. There wasn't sufficient packing fill so the box was crushed during processing. This can happen even with new/sturdy boxes. Packing fill is important.
2. The box wasn't sturdy enough for the weight of the item to begin with.
As others said, it'll be tough to get an insurance payout but you can try.
Whether insurance pays out or not, you are responsible for the damage in eBay's eyes and you will need to work this out with the buyer either with a partial refund for the missing books or with a prepaid label for a return / full refund.
12345jamesstamps
·8 months agoSomeone would say it was poorly packed...whether or not that was true we don't know.
I wouldn't think you would be able to collect insurance on this...but if you have the time try.
And we don't know if what the buyer is saying is true as well.
Delivery confirmation doesn't always have a signature unless you pay for a signature.
Somehow, I don't believe the buyer and they could...just maybe did this.
Usually USPS would have a label on such a box as damaged through the media mail to the buyer.
Need to check buyer's feedbacks and such of past sales to kind of get an idea if they are honest.
tobaccocardyahoo
·8 months agoDo not expect the carrier to pay an insurance claim for this shipment. The carton is substandard.
Come to an agreement with the buyer on the size of the refund.
meme6253
·8 months agoI would have taken much more care with packing $300 worth of books, That box does not look like the type of box to handle that type of weight, You can file a claim with the carrier but if they deem the box to be insufficient packaging you may be out of luck.
adamcartwright
·8 months agoYes, that cardboard looks to me like an inner packaging box, not a shipping box.
I've had an eBay seller use one of those boxes to ship a hat. It arrived looking pretty similar to this -- like this -- bashed open on most sides.
soh.maryl
·8 months agoCan you explain what difference it makes that the buyer signed for the package?
If the buyer had refused the package, he'd be giving up his rights to a resolution, as I understand it.
wastingtime101
·8 months agoThat's correct. eBay Money Back Guarantee says buyer should accept the package, then file a return request with the seller for not as described or missing pieces or shipping damage.
meme6253
·8 months agoMakes perfect sense.
wastingtime101
·8 months agoFile an insurance claim with the carrier and upload the photos provided by the buyer. You should have an option to file a claim for partial value of just the missing items rather than the entire lot.
Ask the buyer to hold on to the box and all packing materials - they'll have to turn it over to the carrier upon request.
https://www.ebay.com/help/selling/shipcover/shipping-insurance?id=4643
Carriers often request to see all packing materials because they will inspect and determine if you packed well, or they will deny the claim for "insufficient packaging." If you packed well (which we can't really tell from that one pic), then put in the claim notes how you packed - like did you use a new box or a recycled one? did you use packing fill or put the books in loose? was the box rated for the weight of the items being shipped?
tools*
·8 months agoThat is clearly a garbage box, certainly not capable of holding 18 books without tearing. It never should've been used to ship anything heavy.