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buyer with Royal mail claim form requesting refund
A buyer has contacted me to say that his item has arrived damaged and there is nothing inside the package. This was an envelope sent by Royal Mail. It was delivered to him in a plastic bag with an apology letter and a suggestion that he makes a claim. He has instead asked to return the goods (ie nothing) and to request a refund.
I feel that he should be claiming from Royal Mail, not me. What should I do?
Thanks
8 comments
tobiasd4
Mentor7 months agoYou, as the seller are responsible for getting item to buyer.
If buyer claims damaged in transit, ebay refund them.
If they claim not as described, seller refunds them.
papso22
Mentor7 months agoIf you used simple delivery and the buyer made a claim using 'arrived damaged' as the reason, ebay deals with the whole thing.
Can you provide a bit more info?
hep0890_m8bxmb
OP7 months agoIt was just Royal Mail second class (so custom postage).
The buyer sent me a photo of the damaged envelope and in the photo I can see a letter from Royal Mail that apologises for damaging the envelope and it says 'if the contents are damaged and missing you may be able to claim.'
He has then requested a return to me. However, there is nothing for him to return as the envelope was empty. My options on ebay are 'Accept a return' or 'Give a partial or full refund'. I do not think I should need to refund if it was the fault of Royal Mail and they are offering him to claim.
I have tried to 'chat' to someone on ebay, but live chat is not working at the moment.
61stephenuk
Mentor7 months agoAs you used custom postage you are responsible for refunding the buyer in full and then making the claim with royal mail
jckl1957
·7 months agoYou should accept the return.
Provide a label so the buyer can send back everything they did recieve, including the plastic bag and the letter from Royal Mail.
Then, as advised, you need to make a claim against Royal Mail.
Edit
If it was a really low cost item, you could just refund the buyer.
hep0890_m8bxmb
OP7 months agoThank you. I could not see what he would return - I had not thought about him returning the letter etc.
I have just issued a refund.
john1297576
Mentor7 months agoIf you plan making a claim on RM they may want to see the packaging, which as you have now refunded, will have closed the case and packaging will not be returned to you, BUT just in case ask buyer not to throw it away, until you hear from RM.
papso22
Mentor7 months agoYour buyer has done the right thing as he is covered by the ebay money back guarantee. You might want to read how that works.