Damaged on arrival
Summary: millcottage won a Clarice Cliff jug at auction, which was damaged upon arrival due to delivery issues with Royal Mail. They filed a return on eBay, but are facing a 48-hour delay in processing, despite having buyer protection. jonatjonatjonat advises that the buyer protection fee doesn't cover transit damage, while 1902elder clarifies that with Simple Delivery, eBay should refund them in full without requiring a return. There's confusion about why the refund isn't immediate, and millcottage speculates that manual verification of the damage might be needed.
I recently won in auction a Clarice Cliff jug.
Royal Mail failed to deliver it via 4 attempts due to them running out of time on delivery round. Eventually it was delivered yesterday.
The box was bashed in and jug had a chip on lower edge.
I have filed a return and provided pictures.
However eBay are saying it will take 48 hours for them to process my return and have not issued me with labels yet to return the item.
Is this normal?
It was posted via simple delivery.
I presume everything is insured and I鈥檓 protected as a buyer via the buyers premium I have paid for protection against this.
So why the delay?
1902elder
路3 weeks agoSimple delivery states that you are fully covered for loss or damage in transit, you should be refunded in full and allowed to keep the item. The seller will not have to make the refund, Ebay will.
jonatjonatjonat
路3 weeks agoThis ONLY applies if a relevant return request is given.
If for example the reason given was Item Not As Described - then the seller would need to supply a prepaid return label.
So it does depend on what return reason was given as to what happens next.
millcottage
OP3 weeks agoReturn request I used was for damaged in the post. I provided pictures of box, wrapping and damaged item.
jonatjonatjonat
路3 weeks agoIf that is the case and it was sent with Simple Delivery - ebay do as advised above - they step in, refund you in full and the buyer keeps the proceeds - no return required.
department28
路3 weeks agoAs it sounds like a straightforward 'Simple Delivery item damaged in post' situation, I would have thought the refund would have been 'processed' straight away... wonder why it is requiring 48hrs?
Sorry about the jug... 馃槩
millcottage
OP3 weeks ago 路 EditedThat鈥檚 what I didn鈥檛 understand. Why the 48 hour wait?
I guess a human has to look at pictures to conclude it is indeed damaged I guess?
Jug survived 95 years until Royal Mail got their hands on it.
Wednesday RM said being delivered and 100 items in front of me. Got to 10 and 7pm for delivery attempt to be canceled.
Same as above for Thursday (120 in front of me) canceled at 7pm.
Same as above for Friday.
Same as above for Saturday but they gave up at 5:30pm.
Same as above for Monday but said it was out for delivery attempt 5:15pm the canceled delivery attempt 7 minutes later.
Then Tuesday it arrived in a bashed up box and damaged 馃檮
boundarycoins
路3 weeks ago 路 EditedWould assume so. I haven鈥檛 had to put a claim in but it sounded like it was far too easy for buyers to get an automated decision and a quick refund on bogus claims.
As ever with eBay, a system that had the right intentions gets ruined for everyone.
department28
路3 weeks agoPerhaps in some cases they have to look into whether the item was packaged adequately? There must be loads of cases where it is undoubtedly the poor packaging that has caused the item to arrive damaged - in which case, I would think the seller should be responsible for the refunding, not eBay.
1902elder
路3 weeks agoSimple delivery states that you are fully covered for loss or damage in transit, you should be refunded in full and allowed to keep the item. The seller will not have to make the refund, Ebay will.
jonatjonatjonat
路3 weeks agoBuyer protection fee doesn鈥檛 actually apply to damages in transit. However what return reason did you give when you opened the return?
millcottage
OP3 weeks agoReturn reason is damaged in the post.