Item Arrived Damaged

[afz]

I shipped a figurine of an Afghan Hound and the buyer stated it arrived with a broken tail (afghan hound tails are fragile on these figurines). The buyer stated the package was in perfect condition. I wrapped the tail in bubble wrap and then it was carefully placed in a box with peanuts (the way it was originally shipped to me. That box was then placed inside another box, padded with paper, bubble wrap, etc. to insure it would arrive undamaged. I took extra precaution with the packaging, knowing it was so fragile. What is the typical procedure for making this right for the buyer? It's a loss of $208.00.

While I know it is possible for this to happen, I went above and beyond to take precautions and I'm not sure what the right resolution is in this situation, since I am relatively new at selling.

[kare-bearb]

Depending on how you wrapped it, it may have been broken when being unwrapped.

You should refund the buyer in full.

Considering the condition of the packaging, I doubt that USPS would pay on any insurance.

[d-k_treasures]

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@kare-bearb wrote:

Depending on how you wrapped it, it may have been broken when being unwrapped.

You should refund the buyer in full.

Considering the condition of the packaging, I doubt that USPS would pay on any insurance.

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You don't just make a blanket statement like that.

@afz - Did they open a SNAD request yet? Or is this via ebay messages? You need to ask the buyer for photos, and if you insured it, you can file a claim. They will want the buyer to keep all packaging.

If the buyer doesn't want  to send photos, or keep the packaging for inspection, and they opened a case, then select return for refund.

[kathieskorner]

Did you insure it for the full value??    

If not,  the best you can do is have buyer take the broken figurine and all the packing to the post office and file a claim - without the additional insurance you'll only get $50 back.  

No matter how carefully you package a fragile item - it is not protected from vibrations.  

The buyer is entitled to a full refund.   I would have them return the broken item plus the insurance form before refunding.   If you don't want to pay return postage - at least have them send you a photo of the damage before refunding. 

[retrose1]

If the buyer has not filed a case, then they are scammily fishing for a full or partial refund that some sellers just hand to them in the name of good customer service - but does nothing but create entitled scammers.

Check the buyers feedback left for others.   Ask the buyer for a pic of the damage, and if they can't for some reason, tell them to return the item for a refund.  Calling their bluff sometimes makes them give up and go away.  If the item is really broke,  OR if the buyer files a case you will lose the money and the item so you might as well try to salvage something out of it and get the item back.

[muttlymob]

Looking at the figurine, that tail would be very hard to package to prevent breakage.  Even double boxing probably wasn't enough.

If the buyer has not filed a case, that's not an automatic scam.  Maybe it's a buyer who actually believes in notifying the seller before jumping to a report or claim.

[barneyarne]

If you have it insured and plan to file a claim with usps, do not have buyer return item to you, that will void your insurance claim!!

[yuzuha]

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@muttlymob wrote:

Looking at the figurine, that tail would be very hard to package to prevent breakage.  Even double boxing probably wasn't enough.

If the buyer has not filed a case, that's not an automatic scam.  Maybe it's a buyer who actually believes in notifying the seller before jumping to a report or claim.

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Agreed; it's so thin and spindly that I'm really not even sure how you could pack it to make sure it didn't break.  I'm not sure even bracing it with cardboard would have been much help.  Normally I would be wary of a buyer claiming something that had been double-boxed was broken but in this case it seems quite possible.

[castlemagicmemories]

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@muttlymob wrote:

Looking at the figurine, that tail would be very hard to package to prevent breakage.  Even double boxing probably wasn't enough.

If the buyer has not filed a case, that's not an automatic scam.  Maybe it's a buyer who actually believes in notifying the seller before jumping to a report or claim.

Thank you!!!!!!

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[pvcliff · Accepted solution]

So sorry this happened. Just wanted to say that I have sold pricey figurines that were damaged for a decent amount of money. After you've seen photos of the damage, ask this buyer if she would like to return it or keep it with a partial refund (personally I'd offer $50). That tail is so fragile, if she does prefer to return it have her carefully wrap the tail and then resell it with tail  loose for the new buyer to glue it back on. 

[rixstuff]

I would definitely file with the PO to get the insurance so you arent out the entire amount.  But definitely get the item back before refunding.

[mcguire-hd]

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@muttlymob wrote:

If the buyer has not filed a case, that's not an automatic scam.  Maybe it's a buyer who actually believes in notifying the seller before jumping to a report or claim.

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Very true.

I recently bought an item that was SNAD but we could still use it. I contacted the seller before opening a case to see if we could work something out. They agreed to a partial refund for what we both thought was a fair price for the item. It's not always necessary to jump straight into getting Ebay involved when there is an issue. Some good old friendly communication can go a long way. 

[afz]

What is SNAD? Buyer contacted me through eBay messages and has not filed a claim. I did not insure the package for the full value 😢

[margarenisa_0]

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@afz wrote:
What is SNAD? Buyer contacted me through eBay messages and has not filed a claim. I did not insure the package for the full value 😢

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Significantly Not As Described

[afz]

The buyer sent a photo of the broken tail, which I added extra wrap to, to protect, and 1 photo of the outer shipping box (not all sides). Buyer has all good reviews.
Lessons learned...