posted on October 4, 2000 04:45:20 PM
Auction ended with bid of $3.20. I really underestimated shipping on this, charged $4.50. Shipping came to $6.90. Item very well wrapped in bubble wrap, heavy box. Bidder says item arrived broke, irreparable. What do i do? I don't want to pay shipping again and lose more money. Do I refund on her word that item is broke? Do I ask that she at least send me picture of damaged item?
posted on October 4, 2000 04:54:40 PM
I had a buyer wanted me to accept the item sent back with insurance and collect the coverage. Said it would not be cheating the post office because they DID break it. Seems sneaky but only borderline morally. Legality I am sure is a no no but what do the two have in common? Still I just refunded.
posted on October 4, 2000 04:59:18 PM
Hold it! Just like that? Refund? Without a question? Whoaaa This has happened to me, and there are some things to find out first. Was there insurance on the item? Did the buyer request insurance and you failed to put it on the item? YES a picture of the broken item....right next to the original packing material...and if the item is broken, send it back, broken and all. I had one buyer insist the item was broken, and when I insisted on a pic, she suddenly *found* an item identical to it locally and said..."well no harm done then. I just picked up this one exactly like it at a garage sale so we are all happy!" smile, smile, smile....bull....I would refund if I was satisfied all was on the up and up and shipping one way. That's it...If she had the option of insurance, (and these buyers are not stupid, they KNOW insurance is out there) and didn't want to pay for it, one way shipping is enough to refund. IMHO!
posted on October 4, 2000 04:59:34 PM
I had a similar situation happen last year. I had to let a beautiful ceramic plate worth over $50 go for $2.99. On top of that, I underestimated the shipping and ate that, too.
When the buyer emailed that it had arrived in pieces (tip: don't let your spouse do you a favor and pack it up, LOL), I was about sick to my stomach.
I emailed the buyer and pretty much explained that this transaction had been cursed from day one, with the low bid, underestimated shipping, and now a broken item. I then asked her to email me a photo so that I could send her money back.
The lovely woman wrote me back and said that life needn't be so complicated all the time, and that if it was OK with me, she has decided to keep the pieces and might use them in a "wacky mosaic" someday.
No help with your story, I know... but I just wanted to let you know there are a few "special gems" out there.
posted on October 4, 2000 05:17:59 PM
This person has offered to keep the piece and put damaged side to the wall. Just wanted to let me know. I don't feel right about not refunding. I have asked for picture of the damage for my tax records though. I need to be able to prove I refunded and why. She agrees the item was very well packaged, someone had to have actually dropped or kicked the package.
posted on October 4, 2000 06:06:47 PM
We had an iron skillet broken by the USPS a few weeks ago - there was a hole in the box, and whatever made the hole apparently hit the skillet handle and broke it off.
We'd paid for insurance, but the seller somehow was not able to send us the ins. receipt; she did send a total refund.
I got the impression she questioned whether it was really broken - I put the pieces on the scanner and sent her a picture.
I think requesting a picture is a good idea; but if you offered insurance and it was declined, I don't think you are obligated to refund.
posted on October 4, 2000 06:23:19 PM
I find requesting a picture of the damage the best way even if the Item is insured I ask for the picture of the item and the package showing the shipping label so I can Identify it as mine.
if they send me a good picture this saves the double shipping charges they can keep the Item do with it what they want I just send then the insurance receipt or the refund only no extra shipping charges usually I cant send a second cause I usually only have one of what I sell.
this way I dont refund shipping charges on damage even if it was insured buyer wouldnt get shipping back. and its a total loss to pay or refund Double shipping for a broken item.
WWW.dman-n-company.com
posted on October 4, 2000 07:05:25 PM
You don't need a picture. If it was sent USPS insured, buyer just takes it to his/her P.O. who will fer shure verify it was broken, and fills out a claim form. Seller does his/her part, and refund is issued.
posted on October 4, 2000 07:58:48 PM
I have not been insuring because it does not pay. I pack well and it is very rare to have a piece damaged. This was a set of micrometers in a wooden case. The mics were ok but the wooden case was smashed so hard the lid was completely off and the case was parallelogramed. I did have him send it back because I can use the individual pieces if one goes bad in another set. If he had refused that of course it would have stopped right there. I will bend over backwards for a customer. I think it pays. I make enough on this stuff that it pays to take care of people. One fellow I sent a replacement tool that costs me $5.00 turned around and bought $400.00 the next week
because he felt sure I would take care of him. One fellow I sent a couple extra free cutting tools to "try out" buys a couple hundred bucks of perishable tooling almost every week now.
[ edited by macandjan on Oct 4, 2000 08:03 PM ]
posted on October 4, 2000 08:17:55 PM
I was scolded on another board for suggesting that a buyer (who was insisting that a seller refund rather than wait on insurance payment) pack up the item and packing and send it back at her expense. The person doing the scolding claimed that by reshipping the package, the USPS insurance is invalidated. Apparently the package and damaged item are supposed to be presented at the receiving post office.
posted on October 4, 2000 08:40:21 PM
That's another reason I stopped using Postal Insurance. I found the buyers don't want to deal with the claim. Most of the time I would have used insurance for a loss rather than damage and it is useless to have to wait 30 days. - Get real. By then I have sent the buyer another shipment and the whole deal is history. The last time I tried to do a claim for lost mail last summer they found the package after 33 days. It was a 16 inch cube box sitting in a little post office in Ohio.
Why? A 16 inch cube does not slide in a crack or get set under a hamper.
