Damaged Items

[sopbrad96]

Hi,

I sold some items - plates, bowels and cups etc. I sent the items with DPD tracked service, I packaged the items very well using bubblewrap, foam paper wrap and newspapers, I even labelled the box with tape stating 'fragile'. Unfortuantly when the items arrived a lot of it was broken. I raised the issue with DPD and they said their goods protection service does not cover the items delivered. I hope someone can give me some advice on what to do next?

Thanks in advance, 

Sophie. 

[pixiesen2012 · Accepted solution]

you have to refund the buyer

and learn to read the T&C's before sending anything else!

most couriers do not cover breakable items

[redwick1]

MOst couriers and Royal Mail will not cover fragile items however they are packed

I hope you have sorted it with your buyer as they do not have to wait for you to sort it out

[arkwebus]

Some say that marking something "fragile" is pointless and they just kick it around less.

If it is the Johnson then your lsiting was for "collection only".  How wise.  To pack china for despatch is hazardous.  Every item wrapped in bubble wrap.  Bubble wrap on the inside of a strong box.  Masses of poly chips filling the box.  Brown tape to seal the box then masses of bubble wrap outside the box and plastic and a label.  

@sopbrad96 

[john1297576]

As pixie says "Read the T & C" nobody does, they all expect a good service at a cheap price.

Couriers have very poor compensation terms if any. They are happy to take your money so long as you don't expect a brilliant service.

Buyer opens a Not As Described case and you refund. Risk of selling on Ebay if you don't find out what you areagreeing to first. 

[red_magpie]

I hope someone can give me some advice on what to do next?

As the seller, you're responsible for refunding your buyer if an item arrives damaged.

The best way to do this is to ask them to open a case under eBay's money back guarantee, through the resolution centre. This won't count against your seller performance rating, provided you click on the option to refund the buyer on return. Be sure to respond within three business days, or the buyer can ask eBay to step in. If eBay enforces a refund you may not even get the item back.

If you want the items to be returned eBay will give you the option to buy and send send the buyer a prepaid return label. When it's returned eBay will process the refund, and you will receive a credit for your final value fee. (PayPal fees are no longer returnable.)

There zero chance of getting compensation for broken china, whether from any courier or Royal Mail, unless you paid for a premium, fully insured service like RM special delivery.