Locked
Discussion interactions are currently paused.
Ebay is asking me to refund buyer for item damaged in transit that they paid for
Summary: Se ha iniciado una conversación sobre el problema de un reembolso en eBay. danlobo01 menciona que eBay les está pidiendo que devuelvan el dinero a un comprador por un artículo que se dañó durante el transporte, a pesar de que el comprador ya pagó por él. jckl1957 responde inicialmente, seguido más tarde por tobiasd4 y *vyolla*, sugiriendo que hay un seguimiento continuo de la situación, aunque no se indican detalles específicos sobre el contenido de las respuestas.
I recently sent out an extra large item via Parcelforce in the UK. When purchasing the postage label, for done reason I had to do this via paypal? However the payment was made to ebay still. Therefore it seems that ebay have paid Parcelforce for the post, which comes with compensation up to £50.. This should provide sufficient cover for the item I am posting a framed picture.
Unfortunately it seems this got damaged in transport. Typically where this happens the buyer is automatically refunded by ebay as they have paid for buyer protection.
For some reason, despite ebay purchasing the postage here, albeit via paypal as opposed my ebay balance, for some reason ebay do not appear to have refunded the buyer as per usual, and are asking me to refund the seller. However, as I did not purchase the delivery from , Parcelforce. the onus is on ebay to recoup and compensation, not me.
If I purchased the post, I would be happy to refund the buyer in full. I would then try an claim compensation from the courier for the damaged item. However, as I bought the post from ebay, my contract is with ebay, not the courier. It is ebay's responsibility to claim back any compensation, not mine. Please can someone explain what is going on here? Why have ebay not automatically refunded the buyer like other items that are damaged in transit and seem to be expecting me to refund the buyer?
tobiasd4
Mentor3 months agoIf you paid with paypal, then it won't have been simple delivery.
It would have been with packlink, see here how to claim:
https://support-ebay.packlink.com/hc/en-gb
danlobo01
OP3 months agoThat's interesting.
I tried their site and it said invalid tracking number.
It does also state the following:
"How can I request compensation for damage, loss or missing content?
In the event that your shipment has been delivered damaged, if the contents are missing or from eBay Delivery we have confirmed that the parcel is missing, the first thing you should do is contact us. Send us a request using our Claims contact form.
Our Customer Support will be responsible for processing the corresponding compensation with the transportation company."
jckl1957
·3 months agoAs far as I am aware, you don't claim for Royal Mail or Parcelforce through Packlink, even if you bought the label through Ebay.
See below:
If you need to make a claim against Packlink, you can contact Packlink directly for support.
For issues related to postage labels purchased through eBay Delivery powered by Packlink, you can also contact Packlink if you have any problems with the label.
Additionally, if your shipment involves Royal Mail or Parcelforce, you can contact them directly via their help pages:
You'll find more information in our Help pages at the link below:
danlobo01
OP2 months agoAfter writing to Parcelforce to claim compensation for item damaged in transit Parcel force contacted me after 30days to state:
"Thank you for getting in touch with Royal Mail and using our online claim form.
I am sorry we are unable to review your claim due to a problem with the information submitted. To enable us to assess your claim, we need you to supply supporting evidence, as all compensation claims must be supported by the following:
• Please provide a copy of the item's final sales page, along with a statement showing the payment transaction from your chosen provider e.g.bank, credit card, eBay, PayPal etc / proof of refund being made.
• Damaged item claims must be accompanied by photographs of all of the items packaging, including any internal/external packaging used.
If you’re able to provide the outstanding information and wish for us to reconsider your claim, the quickest way is to upload this evidence is at www.royalmail.com/claims under the section ‘Providing evidence for an existing claim'.
I have now re-submitted a copy of my final invoice, although this is also complicated by ebay's buyer protection fee. Not sure if this is included in Parcelforce's final valuation or not?
Anyway, a few days later I received the following from Parcelforce:
"Unfortunately, we are unable to consider your claim for compensation, as the original packaging (external and internal) have not been retained for our inspection. Where damage claims are concerned, it is necessary for photographic evidence of the damaged item and all the packaging used to be supplied. This is due to the fact that the validity of any damage claim is based upon the condition of the item and the packaging used.
Once again, please accept my sincere apologies on behalf of Royal Mail for the problem you've had, and our thanks for taking the time to make us aware of this. Please be assured that we take letting our customers down seriously and will use this information to make further improvements.
I hope this now concludes this matter for you. If however you are unhappy with the action I have taken and my response you can contact the Escalated Customer Resolution team who will re-investigate your complaint. They can be reached by completing an online form at www.royalmail.com/escalation or by writing to: FREEPOST Escalated Customer Resolution Team, Royal Mail, PLYMOUTH, PL9 7HJ. Please can I ask that, if you do wish to contact the team, you include your Royal Mail reference number."
The customer has shared a photo of the broken item, but this did not extend to the packaging which appears to be required by Parcelforce. I have asked the customer if they have additional photos including the packaging but I suspect they have already shared waht they have, which has been forwarded to Parcelforce.
Obviously this leaves me in a awkward position, where I am unable to receive compensation for the item damaged in the post due to lack of available photographic evidence. I am therefore unable to refund the
buyer and resolve the issue further, and therefor unable to resolve the case on ebay.
*vyolla*
Mentor2 months agoPhotos of packaging are always required for claims, whether with Royal Mail, Parcelforce or a courier. What usually happens when buyers won't provide a photo of the packaging is that the seller asks for their item to be returned in its original packaging and provides a pre-paid returns label.
If your buyer has opened a claim with eBay they can escalate it after 3 business days and eBay will reverse the payment. However, if they opened one more than 30 days ago then they won't be able to do this. Can you clarify what the state of play is here please, is there a claim open?
jckl1957
·3 months agoEbay only refund for items damaged in transit when Simple Delivery is used.
You did pay for the postage as you paid Ebay for your Parcelforce label.
So, it is up to you to refund the buyer. If you want the damaged item returned, you will need to pay for the label.
Then, you have to make your claim. Even though you bought your label through Ebay, I believe you have to make your claim directly with Parcelforce.
danlobo01
OP3 months agoI paid ebay for the postage via paypal. My payment and contract is with ebay. This is basic contract law. Offer and Acceptance.
ebay purchased the postage and then provided me with a label. Therefore it follows that Ebay must have a contract with Parcelforce. It also follows that ebay are the only ones able to claim compensation for items damaged in transit as Parcelforce's contract is with ebay account. Therefore surely it is up to ebay to compensate the buyer for items damaged in transit, not the seller? Note from screenshot below how payment was to ebay, not Parcelforce.
If I had purchased the label directly from Parcelforce and then attached a tracking number to my order then my contract would be with Parcelforce and I would be able to claim compensation directly from them. It would then make more sense that I should be responsible for any buyer refund then, not ebay. That is not the case here.
jckl1957
·3 months agoI understand the point you are making.
However, as the seller, in law you are responsible for the safe delivery of the item.
If you feel you are not responsible, because you purchased postage through Ebay ( as thousands of sellers do every day), then you must take this up with Ebay.
danlobo01
OP3 months agoI did everything to ensure the item was delivered safely. This includes purchasing a label from ebay, packaging it up and even making sure I have proof of postage when dropping it off at my local post office. That said I did not purchase the postage. Ebay offered to pay for it and I paid ebay. Therefore it follows that ebay are also responsible for making any compensation claim and refund.
danlobo01
OP3 months agoAs I have the proof of postage, I have tried to make claim on parcel force website. It is asking me for the recipients email address but that is optional.