FedEx Package arrived Broke

[gracefaith76]

I send a large package with many porcelain pieces.  I thought I had wrapped it good  along with double boxing it, but I guess  not.  The buyer has sent me many pictures of the stuff broken - the outside box was fine. I shipped it FedEx ground. 

Do I just refund them, have them ship it back on my dime (which brings up another question - my listing said I was going to ship parcel post but that would of cost 3x the price so I went with fedex-but would ebay give them a label like I made or how I had it listed?), or try and file a claim with FedEx and hope for the best (although the buy says it was poor packaging - I guess I could refund and file a claim...). 

The buyer is being very rude and demanding...being the reason I think I should not let them keep what is still good.  Thanks for any advise!

[wastingtime101]

"The outside box was fine" means FedEx will deny your insurance claim citing insufficient packing @gracefaith76. You can file the claim, but I wouldn't expect it to come out in your favor.

At this point you can either refund the buyer or go through the process of a return.

If you ever need packing tips let us know.

[gracefaith76]

Thanks you for the info!

[lamber9347]

Because the outside of the box looks fine, you will lose any case you file. The blame will be placed on the inside packaging. Buyer may be rude but realize what they purchased arrived damaged. Sounds like your best bet is to simply refund them or pay to have the broken items shipped back to you. Also, a return label would be what you posted in your listing, not what you actually used. Best of luck to you.... 

[wastingtime101]

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@gracefaith76 wrote:

my listing said I was going to ship parcel post but that would of cost 3x the price so I went with fedex-but would ebay give them a label like I made or how I had it listed?

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When the buyer does a return through eBay's system, eBay-generated return labels are exclusively USPS. Most likely it would be a Priority Mail return label.

[ms.rodriguez* · Accepted solution]

They are rude because they are like the many spoiled entitled buyers here that buy and if they do not get their item as expected, they cry, complain, bitXh, moan, get nasty, get rude, etc.  This one is on you.  The buyer is clearly disappointed.  Just apologize and refund them. Let them keep whatever is not broken and pray that they do not give you a negative.  Sometimes when you have multiple, breakable items, it's better to ship in several boxes instead of one big box. Sorry this happened but it's best to move on.

An insurance claim will probably go against you.  You need the buyer's cooperation too and I doubt if they will take the entire box with the broken items to be inspected.  No.  Too much work.  Have they opened a claim yet? If yes, email them , apologize , tell them you will refund in a few minutes and tell them to either keep the unbroken items or discard.    Jot this one down as a total loss in where you keep track of your ebay stuff for tax purposes.

[kensgiftshop]

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@gracefaith76 wrote:

Do I just refund them, have them ship it back on my dime

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How much are we talking about?

How many pieces are still good?

How much was shipping?

If you have them return the good ones, do you think they would pack it good enough for the return shipping?

It would suck to be out a lot more shipping and get more broken items back.

[wastingtime101]

I think it was the Dept 56 figures in their sold listings and the shipping they charged on the listing was not enough to cover what was likely an oversized box with dimensional weight charges.

Actually, I wonder if OP was billed for the FedEx label yet - they might be in for a surprise with the actual label cost.

[gracefaith76]

Thanks for your feedback!

[gracefaith76]

Thank you, I had a feeling.  

sorry I didn’t get notified about these messages.

[gracefaith76]

Thank you for your feedback. And the tip to mark down for tax purposes.

The people ended up coming back asking for just a partial refund.

Sorry, I’m just now writing. I never got any notifications that I had replies.

[gracefaith76]

You are right.  Thanks 

[gracefaith76]

Oh I hope not,  now I’m gonna go have to look up what you’re talking about.  😋

[pargran3]

I would go for the partial refund. Since the buyer did send pictures you do know there was damage. The likelihood of you getting the good pieces back intact is very slim.

You should think about how much you actually had invested in that lot. 

If it is the Dept. 56 items those are bleep to ship. They shatter if you look at them cross eyed. 

Advice to late now for shipping tips, but that lot should never have been shipped in one box.

Decide for yourself though. Figure out what would be best for your bottom line. 

[ms.rodriguez*]

If they are happy with a partial refund, that is Ok too.   But again apologize.  Learn from your packing errors. I have learned plenty since I started selling in 1998 (another ID)  and some items I just will refuse to sell because they are just too fragile.  Just a buyer unwrapping an item and dropping it, can cause an item not as described. (Many will lie and say it arrived chipped or broken.)  I don't want to take any of those risks anymore.