posted on January 9, 2008 08:36:15 AM new
I shipped a set of china by DHL ground. The buyer says 3 plates arrived broken and sent me pics. I sent him the claim form but he doesn't have the box, which he says is not damaged. They must have dropped the box off something high. I used lots of bubble wrap and peanuts and I rarely have damage. The claim form has to be filled out by him as they need pics of the box, packaging and the broken plates. He doesn't have time for all this and wants $30.00 to cover the cost of the plates. What do ya think??
posted on January 9, 2008 08:42:55 AM new
Early in my buying career I ordered 10 dinner plates in my discontinued Wedgwood pattern. One of the plates in the center of the stack was cracked. I suspected that the plate was cracked from the beginning because the crack was yellowed and there was no damage to the box, the items were very well packed, and no other plates were damaged.
I contacted the seller who told me to file an insurance claim with USPS. USPS told me I would have to have the seller's insurance form AND surrender the entire package including the box, packing materials and undamaged plates. I got a great price on the plates so I did not pursue it.
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posted on January 9, 2008 08:49:20 AM new
Tell him to cram rocks. That's why we take insurance. Since he's too lazy - stupid - crooked (you pick one) to persue this on his time, he's out of luck.
posted on January 9, 2008 08:53:39 AM new
His feedback is 13 and he says "As I understand it, on E-Bay any loss arising from shipping damage is the seller's responsibility, so I think you have to pursue that claim. My suggestion: Issue me a refund of $10 per plate or $30. With luck that will go most of the way for buying three replacement plates on E-Bay, and I'll absorb the additional inconvenience and shipping costs. You can transfer to me via PayPal." I am sure I will risk a negative feedback.
posted on January 9, 2008 09:06:26 AM new
1 Neg (maybe)= $30.00? I think not. He also risks a neg. With low feedback he's got a bigger problem with a neg than you do.
posted on January 9, 2008 09:15:21 AM new
Thanks Neglus and Max. The 30. doesn't bother me it just that I shouldn't have to pay for his lack of time to file. But what does EBay say??
posted on January 9, 2008 10:07:45 AM new
Geez, I must be missing something. It is the buyers responsibility as he is the one with the broken merchandise. He should have kept the box, he needs to take the pictures (all of this is required - as per niel35's paragraph).
Fluff, some of us ship with lots of bubble wrap, peanuts, etc... and not in bubble envelopes. Not all items are shipped that way and I am sure you did your part niel35.
The way this is handled thru the PO, is that I send the insurance slip, and a letter stating that the buyer is to receive the refund. The buyer needed to keep the box, packing supplies, etc..., he will also have to probably forfeit all the merchandise, as I don't think the PO (don't know about DHL) gives partials.
[ edited by deichen on Jan 9, 2008 10:10 AM ]
posted on January 9, 2008 10:12:34 AM new
I don't blame the guy for his response -- I wouldn't want to pick up the slack for a lackadaisical seller, either.
posted on January 9, 2008 10:26:51 AM new
What, you've never made a mistake?
You've never allowed for the possibility of making a mistake?
I sold antiques for years and shipped lots of china. Never had any arrive broken. I know what it takes. You can't just put some bubble wrap around a stack of dishes; you've got to wrap each one individually with at least 1 inch of cushioning all around. You've got to float your items in a box large enough to allow for 2 to 3 inches of fill all around. And a smart shipper double-boxes.
But I also know that even careful shippers make mistakes. I had a customer who said that two glass pendants arrived damaged. I had her return them, and sure enough both were cracked. I gave her her money back. I didn't assume she was trying to put one over; I realized I'd been distracted that day and missed shipping them in boxes the way I usually do with those.
posted on January 9, 2008 10:50:01 AM new"I don't blame the guy for his response -- I wouldn't want to pick up the slack for a lackadaisical seller, either"
From first-hand experience, I can GUARANTEE the following...
1) niel35 is one of the nicest, most caring people I've ever met in my life...
AND
2) niel35 is FANATICAL about her eBay business,and just about the LAST SELLER ON eBay who should be labeled: "lackadaisical"
posted on January 9, 2008 10:59:50 AM new
In the future, if you have a Return Policy, simply add:
"If your order is lost or damaged, you agree to assist us in providing any required insurance information. The placement of an order will indicate your acceptance of these terms."
posted on January 9, 2008 01:47:18 PM new
I had some books (bound vols of American City magazine) mailed to me by Zubal Books, USPS insured. Upon arrival 2 were missing, box had been taped back up.
Since I had the box, the mailman, the books, etc. it was easiest for me to file the claim. Got all the paperwork from Zubal and filed locally. Got a $100 back from the USPS quite quickly.
Still buy books from Zubal, too. I don't see why this guy can't participate in the process.
Beth
posted on January 9, 2008 02:32:16 PM new
Years ago I have a shipment from Asia ,DHL is the carrier and one item was broken.
They sent someone to come to my house and took a picture of the item,the $$ goes to my vendor,it was around 100 dollars .
But if it is small amount,DHL will not bother to send someone to your house or his house,they will just go by the photos.
So your buyer should go find a box,any box and use it in taking photos of the dishes.
They are more interested in the dishes ,not the box.
As for filing Paypal claim -items significantly not as described,I doubt he will win if he refused to co-operate with you.
PS.if he does not want to use a box,he can just tell DHL the box is gone.
*
Lets all stop whining !
posted on January 9, 2008 02:36:14 PM new
Had an interesting experience with Amazon (or, "The River" as it's known over on the eBay boards) - involved the purchase of coffee (at a good deal).
I've used a Senseo machine for a couple years now and like the convenience of making one cup of coffee at a time. Purchased 2 boxes of coffee "pods" and received them just a few days ago.
Each box was supposed to contain 4 bags inside. One did - and the other had only 3. Looked to be sealed by the manufacturer and actually sold by Target - just shipped/fulfilled by Amazon.
Clicked on a button on the Amazon Web site -- "Ring!" -- a wonderfully nice lady from Bangalore, India called me within seconds (okay - actually, it was automated and really took about 10 seconds after I picked up before she answered)...
I explained the dilemma and asked for my options. She said they included:
1) Keep the packages and she would refund the full price of the item ($17.99).
2) Have them ship another package at no cost to me - ultimately giving me 3 packages - and probably enough to last me a year!(smile)
I wanted the damn coffee and she then tried to purchase another for me - but she couldn't - so we had just one option remaining - refund the entire cost of the item and then I could go and purchase a replacement on my own.
It's really kinda sad that she didn't have more training or experience (or prompting from the damn telemarketing screens she was looking at) to suggest that they could refund 25% of the purchase price or even slightly more - which would have been perfectly acceptable to me... Instead, the company she was representing (Target) has to write off the full refund as a loss.
It was a good experience for me - as it cut the cost of each coffee pod dramatically - but I feel for the company who suffered (for a brief moment). The amount they saved by outsourcing their fulfillment to Amazon certainly wasn't impacted much by this small refund.
Wayne
Never explain -- Your friends do not need it and your enemies will not believe you anyway.
~ Elbert Hubbard
"childrens do learn"