mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Did you insure it? If you did or you had any automatic insurance on the package due to the method of shipment you used, file an insurance claim with USPS. Let your buyer know to keep the packaging while you go through this process. You can give them the pics you have already received from the buyer to show the issue.
I ship things internationally in bubble mailers, Luckily I have not had this issue. I'm not sure our packaging was the issue but the handling of the package was.
You can file an insurance claim online at www.usps.com
If you find out that there isn't any insurance on the package, you need to make things right for your buyer. Do they want to keep the item, but get a discount? Do you want to pay for the return of the item and then take it and see if you can get it repaired?
Whatever you do it should be in the best interest of your buyer. I know it is a lot of money, but our job is to get them the product they ordered in the condition they are expecting to receive it in. I would try a partial refund to the buyer first and see if they are receptive to the idea.
@kensgiftshop wrote:If it was shipped EIS, buyer needs to file an INAD and Ebay will take care of it.
Yes absolutely. Thank you for catching this. I need more coffee.
If you used EIS, you are fully covered for this and the buyer would get refunded by Ebay using Ebay funds, not yours.
EIS is a great program
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shippin...
https://pages.ebay.com/internationalshippingprogram/seller/terms/
@lux.ra_14 wrote:
@zztop11 wrote:Buyer purchased item for $150. Lives in England. Purchased autographed copy of famous person cookbook. I shipped it through Ebay international shipping program. Buyer sent pictures and bubble envelope was slashed open and back cover of book received a cut
Books generally don't fare well in bubble envelopes, especially without cardboard or some other added protection.
Imagine the buyer's disappointment. For $150, they deserved a sturdy box. You said lesson learned for international shipping, but you should never entrust a good book to a padded envelope for domestic packages, either. No sense wondering where the cut came from. Your packaging caused the damage, and Anthony Bourdain won't be signing any more books.
Great points. I do use bubble mailers, but I also use sturdy cardboard in the package to help prevent bending.
@pjcdn2005 wrote:The Anthony Bourdain book looks like it was shipped via EIS so tell the customer to open a return with the reason that the item was damaged. eBay may ask for a return but they will be the ones refunding the buyer.
The buyer has already been refunded. The OP needs to file an Appeal with Ebay.
@tobaccocardyahoo wrote:
@mam98031 wrote:The buyer has already been refunded. The OP needs to file an Appeal with Ebay.
I hope that you are mistaken. That would be an unforced error by the OP and the result would be difficult to predict.
A proper case would never have reached the OP, it would have been handled by EIS and the seller would not be notified until after the refund at Ebay's expense.
A voluntary refund based on a buyer message would be giving money away,
Maybe, maybe not. We have had a thread on this subject before in the seller forum. As I remember it, it was appealed and Ebay refunded the seller.
What? Who did a "voluntary" refund? What did I miss?
