How do I claim compensation when item damaged during delivery, & buyer paid for delivery service

[ospers]

Hi, I have sold an item which seems to have been damaged in the post, and so the buyer wants to return, which I totally appreciate.

They paid for the delivery service.

As the item would no seem to be broken, which means I can't resell when it is returned, is there anyway I can claim compensation - maybe with the buyers help given they paid for postage?

Just want clarification before it is sent back to me, and then I know I won't be able to claim anything, and the item will be only suitable for spare parts.

New to ebay so thanks in advance for any advice. Please note the buyer is being reasonable and I have no issue with them at all - which seemed to be the only response the autochat had to offer!

[tressygirl · Accepted solution]

You first need to refund your buyer.

Ask them to open a case for item not as described.  on receipt of this case,  you have 3 days to accept and refund through those case details.  If you do want the item sending back, you pay for that tracked return postage, and have 48 hours on its return to refund.

Then,  you try and claim compensation for the damage for yourself,  from the carrier used.

If you bought the postage from eBay,  then you start your compensation claim here:

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619-EasyTicket

@ospers 

[red_magpie]

buyer paid for delivery service

This could have two meanings, and the answer to each is different.

You list some items with the option to collect in person. If the buyer bought it as for collection in person, but sent their own delivery service, you are not liable for any damage in transit. eBay's money back guarantee excludes items not collected personally by the buyer.

If you mean that the buyer selected the option for delivery, they will have paid you for this service, so any damage in transit is your responsibility.

As has been said, the buyer needs to open an item not received case under eBay's money back guarantee. As buyers now pay eBay, not  you, all refunds also have to be issued through eBay. Provided you respond promptly to the case you will not be penalised for the return. What compensation you can claim from Royal Mail or the courier depends upon the terms and conditions of the service you used.

[ospers]

Thanks for this help x

[ospers]

Fab, thanks for this