posted on May 8, 2001 01:44:10 PM
we have run into a few bidders who had very minor damage in shipping and demanded a full refund including shipping costs, which were paid in full to the shipper. One client in particular is getting very nasty. Safeharbor states that shipping refunds are up to the particular seller, they do not mandate an instant shipping refund when an item is damaged. In both cases, the shipper offered to have the item repaired by a professional woodworker and both times the E-Bay Buyers refused. We are trying to find out what a few of the most popular sellers do. Do you give a refund for the item with shipping? Or let them file a claim with the shipper? Or assist them with their claim?
We noticed that many sellers do not address any kind of policy in their ads. Any input would be appreciated.
posted on May 8, 2001 01:48:57 PM
If the item is damaged due to poor packing, then the seller should refund all money paid by buyer.
If it is a matter of poor handling by shipping service, I believe UPS and FedEx both will reimburse for total invoice.
At least UPS has when a package was lost. I've never had a damage claim with them.
I don't know what the postal service does about shipping costs on a damage claim.
The buyer has the option to refuse repair and request a refund. After all, it wasn't damaged when they bid on it.
posted on May 8, 2001 01:53:12 PM
I will probably be doing a chargeback in the next few days. I purchased an item through "buy it now". The item was received smashed. The seller didn't put any packing materials in the bottom of the box, wrapped the fragile item in trashbags and papertowels then put it UPSIDE down against the bottom of the box, remember no packing materials in the bottom.
I was very polite when I contacted him, but his reply was sorry, no insurance, all sales final. I returned his email with two options, refund or chargeback.
He's running out of time, he has three more days, then I contact my CC company.
Not my name on ebay.
posted on May 8, 2001 02:00:32 PM
I would give negative saying they packed very poorly with no packing on a fragile item. I think everyone should purchase insurance though, especially for breakables. I once had an item mailed to me in an instant mashed potatoes box. Needless to say, it was very squashed!
That seller is responsible to make a refund. Even if there was insurance on your package, they Postal Service would deny the claim because of the seller's inadequate packaging.
You may let them know that. It might light a fire under them to reconsider.
posted on May 8, 2001 02:13:56 PM
Postal insurance is WORTHLESS if the seller didn't pack the items adequately to begin with... Pure and simple.
Plus for many things it just isn't worth it. I've had multiple items I've bought in the $5-$10 range where $1.10 of insurance was shoved down my throat (no way to talk them out of charging 10%-20% of the items cost on insurance)... Add in $4 for shipping, the $5 item costs you $10, or $10 item costs you $15. If it gets broke AND the post office decides to pay you (AND they agree with the "value", you only get back $5 or $10...NOT $10 or $15.
In any case, I have received many damaged packages, of which, 2 actually broke items inside. In both cases, even if I insured it.. I would have got nothing from the PO anyway.
Insure a $100 electronic item for $2? Probably... especially if packed correctly so the claim can be paid. Insure a $5 glass? Probably not.
posted on May 8, 2001 02:30:02 PM
I know I am in the minority here, but I am a firm believer in insurance. I purchase it on every item I buy. Why? Because doing a chargeback is serious business. It should be done as a last resort. If I buy something and I don't ask for insurance I am taking a big gamble, especially if I am dealing with a seller I have no background with. Just because they think they pack well, doesn't make it so.
As someone pointed out, even if you have insurance, the USPS or shipping agent can refuse a claim if they feel it was poorly packaged. But when/if the claim is denied, there is now pretty good grounds for a refund, including shipping!
I buy muuuuch more than I sell. When I buy, I request insurance. When I sell, it is not an option. It is clearly stated in my ad and if a bidder doesn't want to pay for insurance, they have the option of not bidding. If they bid and try to get me to send it uninsured, I politely tell them I ship nothing uninsured and why. I can't afford to absorb a loss in the event the item is lost or damaged.
From the original post, I assume they are using an independent shipper, who is willing to have the item repaired. I think I would find a new shipper. The post is not clear as to whether insurance is part of the shippers cost. If it was, I would go to bat for the bidders and insist the shipper refund full amount including shipping(less the cost of the insurance). If insurance was not discussed before the sell, I would make sure and change my policy to be sure and address that in the future. If insurance was made available but declined, I would just get ready for my neg. I do not feel a seller should have to absorb losses for damage beyond their control if insurance is declined by the buyer.
edited to try and clarify...I don't get refunded my insurance premium if I file on my insurance ...darn it!
posted on May 8, 2001 06:17:16 PM
In this case, insurance was part of the shipping price. The carrier has a woodworker on staff and offer repair, but in both instances the buyers refused. I am wondering if I should have a clear policy on damages due to shipping and the role of insurance. I will most likely refund the item without shipping costs at this point. The blanket wrap company will return the pieces back to me. Any suggestions?
posted on May 8, 2001 08:17:37 PMdaleeric- I'm not sure I fully am understanding your arrangement with your "carrier". Are you drop shipping? I think I would try and negotiate a contract with the carrier in which they agree to replace damaged in shipment items for your auction sales. I really don't see how you are going to make a customer happy by telling them they can only have their items repaired, not replaced. Your carrier needs to be made aware of this.
That being said, I guess you could put in your auctions that if the item is damaged in shipping, the carrier will repair it free, but replacement is at the discretion of the carrier. In that case you would probably need to disclose who the carrier is.
Unfortunately, I don't think you will sell much with that in your TOS.
posted on May 9, 2001 04:56:53 AM
I certainly would require full refund including shipping and nothing less.
Who wants a repaired item at full price?
I would apologize and try to resell the repaired item
Sounds like bad business policy to me.
JB
posted on May 10, 2001 09:21:09 AM
My thought is why pay for insurance for possible damage to the item, if I am the insurance. I should collect the funds from the insurance because I am paying the claim.
These items were antique furniture and it may be possible to get a similar piece but most of the time, they are one of a kind pieces. The damage was a scratch that was 3 inches long and 1/16 inch wide easily fixed and impossible to tell once repaired. I think that I am really dealing with buyers remorse and they were using the scratch as a means out of the deal.
posted on May 10, 2001 09:59:15 AMdaleeric- I agree, if your carrier is willing to repair the item, have them do it and send the repaired item back to you. Then you can resale it. If the insurance was paid for, you should get what you paid for. At least then you will have an opportunity to recapture what you must refund to the buyer.
, you only get back $5 or $10...NOT $10 or $15.
...darn it!