Securely packed items tampered with / damaged in transit

[sir_collectalot]

Hi, If an overseas buyer receives a package from you and claims that it has clearly been tampered with in transit: (a) is the seller held responsible and required to make a refund*, or (b) is it up to the buyer to take the matter up with their postal delivery service? (c) If (a) applies, does the buyer have to return the item to the seller with the original packaging to prove the damage?

 Also, does it make any difference if the buyer selected International Standard Postage to keep postal costs down instead of paying for Tracked and Signed For mail? Thanks, Fin

[dhbookds]

This is the US Board...............I suggest you ask on the UK board, just in case there are some differences.......

[Anonymous · Accepted solution]

It could be a case where the package was opened and inspected by customs.

Buyers don't have to prove anything. All they have to do is file a claim and you're responsible for refunding them. If you want the item back then you have to provide a prepaid return shipping label or send them the money for return shipping.

So the question is: did the buyer file a claim?

[pburn]

@sir_collectalot 

Unfortunately, eBay's software has misdirected you to the discussion boards for the US site (ebay.com). You'll want to post this question on your "home" board so it can be better--and more accurately--answered by your fellow sellers.

https://community.ebay.co.uk/t5/Discussion-Boards/ct-p/13

[simba6]

Could have been a customs inspection. They often select packages at random or for some undisclosed reasons for a full complete inspection.

[sir_collectalot]

Thank you all for taking the time to reply. I didn't realise I had gone to the US site in error. I will go to my "home" board next time I have a query.

From past experience of my items that have gone "missing" in the post,  I have had to refund the buyer and then claim compensation from Royal Mail (as I had a Certificate of Posting). Ironically, in this case the buyer has received his purchase - albeit "damaged" - but  it looks like once again I will have to offer a refund. I'll have to look into how to claim compensation for this. All so frustrating and time consuming! Best wishes, Fin