posted on August 6, 2001 05:48:40 PM new
I shipped a package to a buyer and it was a heavy item so the buyer opted for parcel post and not priority mail. The buyer also did not insure the package. Well, the item arrived today broken and I received very pleasant email mail from him regarding the breakage. This is only the second breakage that I have ever had and the other package was insured. I would appreciate any suggestions as to how I should handle this.
posted on August 6, 2001 05:53:55 PM new
Require at least a picture of the Damaged Item and the package you sent it in to verify its your Item and not a switch .
Or ask the buyer to return the item and then refund, its better to refund then to have an angry buyer like you pointed out this is a rare happening... http://www.Dman-N-Company.com
Email [email protected]
posted on August 6, 2001 06:09:45 PM new
If sellers are expected to refund on broken, lost or damaged items regardless of whether the buyer opted for insurance or not, why would any fool pay for insurance when they can just get the seller to reimburse or replace upon demand?
Afterall, as I'm sure someone will tell you, it's just "cost" of doing "business" (and I use that word loosely).
If you do decide to offer a refund I would NOT give them back their postage and I WOULD hold out ALL my fees! I would explain you had to do that because THEY chose to NOT insure the item and you are out of pocket already so the least they can do is pay the fees and postage!
posted on August 6, 2001 06:23:26 PM new
I'm not saying antone has to refund, it is a way not to make a buyer sour on online auction buying and to keep your buyers happy.
But this is the next ebay rule for sellers, everyone will be required to have a refund policy...
posted on August 6, 2001 06:38:51 PM newdman3-Actually I think a refund policy is a good idea. I know it depends on what you sell, but I have always offerred a return policy. I also require insurance.
I have seen some sellers offer Free Shipping. I have occassionally offerred Free Insurance.
I like the thought of at least being able to re-coup most of the money should a package be lost, stolen or damaged. It also insures I will have something to refund should the need arise!
posted on August 6, 2001 06:41:39 PM newexpected to refund on broken, lost or damaged items regardless of whether the buyer opted for insurance or not, why would any fool pay for insurance
I won't ship anything very expensive with out insurance. Most buyers will expect a refund on a broken item, reguardless of if they "opted out" of insurance. If this was a case of the buyer "opting out" of insurance, why even email the seller in the first place???
posted on August 6, 2001 06:50:26 PM new
I agree with microbe anything over $25 or so I just include insurance in my shipping quote.... "shipping will be xxx priority mail insured". I have never had anyone come back and say no insurance.
spock here......
posted on August 6, 2001 06:52:49 PM newMicrobes-I agree most buyers will expect a refund if they do not get their items for whatever reason. If you ask them if they want insurance and they say no, it does not mean that they will NOT expect a refund if the item is lost, stolen or broken!
In this case, I would have to point out to the buyer that the item was not insured so a full refund is not possible. Perhaps they will request or accept insurance in the future once they have expierenced a "mail incident" and they have to at least share in the loss if not totally absorb it themselves. I don't believe a seller should have to absorb it either if insurance was declined!
I, too require insurance. Sometimes as a "perk", I will offer it FREE.
posted on August 7, 2001 02:25:25 AM new
What if the item breaks because of a lazy and/or incompetent packing job? I think too many sellers use the insurance option as a shield for poor packing. I buy a lot of glassware and experience a fair share of breakage and I can tell you in 99% of the cases it was because of incompetent packing. A buyer's decision to opt out of insurance (especially on $5 items) does not absolve the seller of the responsibility to pack properly.
Sellers are fond of stating "I am not responsible for loss or breakage in the mail", but what if it is the seller's packing job which is responsible? The buyer certainly isn't responsible.
Gerald
"Oh but it's so hard to live by the rules/I never could and still never do."
[ edited by NothingYouNeed on Aug 7, 2001 02:26 AM ]
posted on August 7, 2001 05:57:01 AM new
I find NothingYouNeed's comments very helpful. In situations like this most of the energy and discussion goes to whether a refund should be made. Unfortunately, the real focus should be on why the item broke.
And that means to look at the packing job.
The seller's job is made more difficult by the focus on insurance and whether the buyer will opt for it. But it is the seller's responsibility to get the item safely to the buyer, and if that means careful and time consuming packaging, that is part of the job.
Glassware and pottery are very tricky, as are lamps, scientific instruments and stringed musical instruments. UPS has insurance disclaimers on several of these categories, so that should tell you something.
When I auction these items, I include in the description the actual cost of packing and shipping these items. Packing includes appropriate corrugated boxes of sufficient weight and thickness, bubblewrap and peanuts. The packing expenses can be $2 alone, and that is just out of pocket, with me having paid wholesale for them.
The time and forethought to do a good job is also expensive, so I don't deal in fragile items that sell for under $40 and net me at least $15. Although I could get more selling certain goblets one at a time, I do them in sets, since it ultimately saves lots of packing time. (Each item is in its own cushioned box, then in a larger box with at least 2" of cushioning between the outer wall and the closest item - UPS rule)
Even on unbreakables, I include the cost of Delivery Confirmation since it pretty much eliminates non-delivery claims for me.
And, one more thing, I have not had a lost or damaged shipment since last year, and in 2000 there was only one missing package, and one damaged one. And the damaged one was because I ran out of peanuts and used crumpled paper instead. I learned not to relax my vigilance in packing.
My feedback and repeat buyers reflects this care as well.
posted on August 7, 2001 07:19:35 AM new
I used to put in my TOS - insurance optional, but highly recommended. Now if the item is glass/pottery or breakable, I change the sentence to read: buyer to pay XXX shipping and insurance. Insurance is no longer an option, it is required. One of my customers wanted to ship 8 glasses priority without insurance. Even though I wrap very well, I was uncomfortable with that. In addition, the person charged it via Paypal. I was really uncomfortable with that because she could have charged back the amount if the items were broken. I sent her an email explaining the situation and since I had not heard from her, insured it and sent it parcel post, my out-of-pocket was only 40 cents. (you may say why not pay the insurance, it is just a small amount. Well, I have eaten too much postage this year alone (and I have a postal scale))
Two days later she paypaled the insurance (minus Paypal fees of course). I ended up sending the difference back to her as I had already shipped the item. I do everything I can for my customers, but I have to look after myself too. I hate to be looking for goblins behind every rock, but I have been burned severely a few times and when I get a gut feeling, I go with it.
posted on August 7, 2001 08:22:31 AM new
I've only had one thing arrive broken (knock on wood) and it was an easy fix. The key is to keep your customers happy. When you buy something mail order there is always the chance that it will arrive broken. If it does arrive in pieces, more often than not the item is replaced. I either replace it or refund the money. I now have a customer that tells me what she's looking for and buys things from me outside of Ebay because she knows she can trust me. I don't do that as a norm, but I've become skiddish about packing and shipping breakable items. Sure, I count that as a loss, but it would have been a bigger loss had I lost a customer AND received a neg.
If something is especially fragile, I will pay for the insurance myself if the buyer opts not to. Generally, my items are marked so that I can afford to take a hit once in a while without soaking my customers.
posted on August 7, 2001 08:58:16 AM new
For those that think lost/damage insurance will protect against a charge-back, think again. For some buyers it's easier to file a charge-back than complete insurance forms/take item to Post Office.
