AW Daily - Tips & Tactics - After the Auction: Dealing With Damaged Goods

Home > Tips & Tactics > Tip	Page 1 , 2

After the Auction: Dealing With Damaged Goods continued ...

Be Firm, Not Foul
If you had an understanding with the seller before the item was sent, the following damage control steps won't be necessary. However, if the seller seems to be hemming and hawing about who's to blame, take a stand--firmly yet professionally. It's imperative you contact the seller immediately upon receiving damaged goods; otherwise, making such a claim weeks later will tend to implicate that you're a "butterfingers" and the damage was your own doing (many sellers complain that this is a common tactic used by fraudulent buyers).

But don't be bashful about engaging the seller's assistance in sorting the matter out. Maintain a professional, matter-of-fact style and establish the tone and pace that will speed the matter to resolution. Most good sellers are eager to resolve such a situation. If the seller asks you to send the item back, be sure to photograph it (if you haven't already) as a means of protecting yourself. However, if you're concerned the seller might try to bamboozle you, casting blame without offering a refund, it's a good idea to contact the carrier yourself and ask their advice on how to proceed so that you get the best protection--and satisfaction.

Don't Be a Carrier's Pigeon
Depending on the carrier, either the buyer or seller can file a claim (as is the case when dealing with the USPS) for damaged items. The carrier will often determine who had paid for the item and will arrange to compensate that individual for the declared value. The carrier will, of course, need to inspect the damaged item as well as the packaging to ensure it was packaged properly to make the trip safely. The different carriers have different claim procedures, so review them carefully in case you'll have to claim damaged goods. (Hint: The major carriers have Web sites that explain most of their policies; if not, call them.)

Carriers deal with thousands of customers and even more packages each and every day. Whether you agree with the stodgy pomp and circumstance method for filing claims, follow the process to a T, and ensure you get clear answers and reasonable expectations from the carrier's claims representative. If you don't like the handling either you or the seller are receiving (remember, work together to ensure mutual satisfaction), kick it up a notch and ask to speak to someone in charge. More often than not, you'll get the satisfaction you deserve.

But (and this is a big "but") if you--the buyer--opted not to pay for insurance (assuming it wasn't included in the cost of the shipping fee), you bought it, Charlie. If the seller is a kind soul, you might get some sort of compensation, but don't bank on it--bank on insurance instead.

A Broken Item, Not A Broken Relationship
This point can't be emphasized enough: In the event of damage, focus on the situation at hand, not on debasing the seller. Your up-front establishing of how the transaction will work, what special payment and shipping services you'll use, and what sort of guarantee or recourse you'll have in the event of trouble will save you considerable headaches in the long run. With so many auction sites and items up for auction, buyers can afford to be choosy about the sellers they deal with. Whenever possible, choose auctions from sellers well established in the auction arena--those with a proven record of safe shipping and customer satisfaction. Do this and chances are you'll have a helping hand you can count on if your precious item is unceremoniously rendered "retired."

Dennis Prince is the author of Online Auctions at eBay: Bid With Confidence, Sell With Success. He has been an active buyer and seller at various online auction sites since 1995. Send him email at dlprince@bigfoot.com.

Sending Payment
Playing the Waiting Game
Caring for Items