Broken teapot

[louisetopp27]

I sold a willow tree Sadler teapot to a buyer through Yodel. I packed it tightly in bubble wrap,  yet the buyer said it arrived damaged. He sent me photos and demanded a refund. 

I rang up Yodel, who said it had arrived unbroken. Apparently, the photos I sent Yodel confirmed the buyer had deliberately smashed it with a hammer.

So I refunded him, and then the buyer said he hadn't received the refund. So I sent him a screenshot that proved I had!

I'm autistic and refunded the buyer, but I've also blocked him. How do I stop this from happening again, please?

[cbclassicbuyer]

How could Yodel confirm the buyer had smashed it with a hammer? 

[louisetopp27]

I emailed them the photos.

[**peaseblossom**]

Why would the buyer send you photos of himself smashing the teapot with a  hammer and then ask for a refund?    And even if that was true why would you issue a refund if the damage was done deliberately?    Leaving all that aside if it wasn't sent in a box then damage in transit is likely and the buyer was entitled to the refund.

[edwardian-dreams]

How would yodel know how it arrived unless they opened it to see 

think they’re pulling your leg 

tbh and I’m not being funny I  don’t think that amount of bubble wrap would have protected it unless you had stuffed newspapers all around the top bottom and sides so it couldn’t move or be impacted by being thrown around 

just my opinion going by what’s in the picture but I can’t see all the packaging 

you have to pack stuff like that like Fort Knox 

[plpmr]

Did the buyer open a not as described case and did you refund through the case?

[lucy_farmer]

'I rang up Yodel, who said it had arrived unbroken.'

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How the 'eck would they know?

Did they unpack it and have a quick look inside before passing it to the buyer on the doorstep?

Or did the delivery driver wait around whilst the buyer opened it, and then watched whilst they 'smashed it with a hammer'....?

Sorry to be rude, but this is the most ridiculous thing I've ever read on the boards.

[jma2815]

How did yodel know the buyer smashed it and specifically with a hammer? You sending Yodel photos of the teapot at any stage proves nothing. 

And why on earth would someone want to buy a teapot of all things and then decide to smash it with a hammer? 

I think that for once the buyer is telling the truth and Yodel did in fact smash it in transit 🤔 

I hope you’ve refunded. 

[eastern_standard_time]

'I rang up Yodel, who said it had arrived unbroken.'

Well, they would, wouldn't they?  

A china teapot wrapped in some bubble wrap stands very little chance of reaching it's destination un-smashed. Usually the simplest explanation is what actually happened...

[cbclassicbuyer]

The more I think about it, the less sense it make to be honest.

How did Yodel know it wasn't broken on delivery?

How did Yodel know it had been smashed with a hammer?

Why didn't you pack it properly? 

How can the buyer 'demand' a refund, they only had to open a not as described case? 

Why would the buyer say he hadn't received a refund, if you have refunded? 

Why have you blocked him, none of it sounds like his fault at all? 

What has your autism got to do with it? 

[cbclassicbuyer]

All the photo proves is that it is broken. 

[cobwebcottage]

'How do I stop this from happening again, please?'

Don't sell teapots. Unless you are going to triple wrap them in bubble paper with scrunched newspaper packaging and double box with strong boxes, not old Amazon boxes.

Any breakables are sent at your own risk so be prepared to refund the buyer if they are damaged.

[lucy_farmer]

'Any breakables are sent at your own risk so be prepared to refund the buyer if they are damaged.'

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Is this now confirmed with S.D. ?

i.e. if you send something on the 'exclusion from compensation' list -basically anything breakable  (along with anything valuable)- you're *not* covered under the  'Simple delivery covers the seller for any losses and damages' rule?

(Yeah I've been witterring on about this for weeks on end , sorry, but never managed to find a straight answer..)

[ruby*ryan]

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@lucy_farmer wrote:

'Any breakables are sent at your own risk so be prepared to refund the buyer if they are damaged.'

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Is this now confirmed with S.D. ?

i.e. if you send something on the 'exclusion from compensation' list -basically anything breakable  (along with anything valuable)- you're *not* covered under the  'Simple delivery covers the seller for any losses and damages' rule?

(Yeah I've been witterring on about this for weeks on end , sorry, but never managed to find a straight answer..)

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I don't think we have received straight answers to ANY SD questions, have we? And I doubt very much we will get then before Tuesday, mainly because no one at eBay has any idea how it is going to work/implode.

[papso22]

Don't forget the 'clause' about packing properly, which I think ebay will fall back on for any damaged in transit claims.

[plpmr]

actually its a no win situation for a buyer.

eBay can say - If the item gets broken that proves it was not packed properly.

[papso22]

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@plpmr wrote:

actually its a no win situation for a buyer.

eBay can say - If the item gets broken that proves it was not packed properly.

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For a seller?

[louisetopp27]

I've refunded him now.

[cobwebcottage]

I've never known a courier to refund breakables for damage unless they are sent through GSP and even then, they ask questions about the packaging. I can't see SD being any different as some sellers will post a light bulb in a bin bag.

[rjwilmsi]

A lot of the couriers handle parcels roughly. I think this is especially the case for the cheap couriers such as Evri and Yodel. Parcels will get squashed underneath others, dumped in and out of vehicles.

If you are posting something fragile such as china then you need to double or triple box the item to prevent damage. Plus the outer box needs to be a strong one. The packaging in the photo looks to me like 1 thin layer of bubble wrap in a weak box. You need at least another thick layer and another box and the outside box needs to be a strong one.

I fully expect the item was damaged in transit. As Yodel don't insure fragile items then you have done the right thing in refunding the buyer - eBay would have sided with the buyer had you refused to refund yourself.

In future, improve your packaging significantly. If you want to be insured against damage then take multiple photos of all the packaging used and use a service that does insure fragile items (Royal Mail Tracked 48 should). Bear in mind to win any insurance claim for damage you will need photos to prove that the packaging was very good and you may also be required to use "fragile" stickers - read the courier's terms and conditions carefully if you want to be covered.