freight forwarder changing packaging?

[hiddenvermont]

I sold a small china item that wound up going through a freight forwarder. Buyer advises the item arrived broken and asked if I sent it in a box. Of course I did, ample bubble wrap and in an appropriate box. The fact that they are asking if I used a box indicates to me that the forwarder changed the packaging and it arrived without a box. Has anyone heard of this? I'm thinking maybe they did it to save on weight?

[stainlessenginecovers]

They may have; either way, buyer needs to 'return it to you' on their dime as you can only give a 'shipping label' for the US destination- the buyer has to pay for/figure out how to get it back to the forwarder (basically they never do and there is little more you can do unless you just want to refund). 

[12345jamesstamps]

It might have happened.

I check buyer's address...if it is going "freight forward" which any seller can identify(just ask us here )...I email to the buyer photo of  package with postage to buyer and state the country it is going to and it might take longer to receive.

I actually had a few here who thought my idea of photo and sending it to buyer was silly.

Thank you for my confidence.

A photo from buyer would help if item was broken...but buyer doesn't have to do that sadly.

[chevymontecarlo88]

How were you able to determine they used a freight forwarder? Did the buyer message you that?

[kensgiftshop]

Ya, some will change the packaging when they ship it out.

If they have multiple orders going to the same person, they'll combine all the items into one package.

If they used a freight forwarder, they need to work with them on the damaged item.

[chevymontecarlo88]

From my experience, if a freight forwarder was used, the sellers responsibility ends once it is forwarded. And what i specifically mean is that if you send your item to lets say Portland and that address than forwards the package to a different destination that was different than the Ebay invoice, the seller is clear of responsibility.

[albertabrightalberta]

Buyers lose MBG if items come through a freight forwarding service.

[hiddenvermont]

I heard from the buyer again, it arrived without a box. I advised them to make a claim against the freight forwarder.  To answer chevymontecarlo, I could tell from the address.

I will be taking jamesstamps advice and taking pictures from now on, IF I ever have more fragile items to ship. (I am leaning away from those kinds of items, too much agita.)

[chevymontecarlo88]

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@hiddenvermont wrote:

I heard from the buyer again, it arrived without a box. I advised them to make a claim against the freight forwarder.  To answer chevymontecarlo, I could tell from the address.

I will be taking jamesstamps advice and taking pictures from now on, IF I ever have more fragile items to ship. (I am leaning away from those kinds of items, too much agita.)

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Not a bad idea if you can take a couple of quick pics showing the packaging with the label on it.

Since you have confirmation about them being a freight forwarder in a Ebay message, you will be covered if they try to make a claim against you. Just make sure you keep the conversation professional and polite.

[toysaver]

A freight forwarder will cram as many items in a larger shipping container as possible.  They certainly will unpack and repack if there is a lot of wasted space.