Buyer claims item was damaged

[en1gmaw4]

I sold a fragile item and to ensure it's safe arrival I first wrapoed it in  a layer of corrugated cardboard followed by three layers of bubble wrap.  I lined the bottom of the box with more cardboard and placed the wrapped article in the middle of the box. I filled all the gaps around it with scrunched up plastic bags and topped it off with packing peanuts.   The buyer claims it had a corset broken off and send me a picture. I asked for a picture of the box so I could possibly claim from the courier. He said the box isn't damaged. I have told him to return it before I refund  it because if the box has no damage there is no way the item got damaged. I  honestly believe he is a scammer but I cannot prove it. I have now decided to stop selling anything remotely breakable because this the second time it has happened. The first was done years ago so I am ultra careful when packing up items.   

[4_bathrooms]

Has the buyer opened an "item not as described" request/case or have they just sent a message?

[papso22]

It is highly possible your buyer is going to do a switcheroo with their old already broken item.

[vinylscot]

It's more likely the item did get damaged in transit. Even the best packing can't guarantee fragile items don't break when dropped from a height or otherwise mistreated.

It's probably a bog-standard return. Just ask the buyer to open a return request, and DON'T refund him until you have the item back. 99% or buyers are honest.

If he sends something different, or other difficulties arise, come back here for more advice.

[en1gmaw4]

That’s exactly what I thought. But without proof I can’t do a thing. I will never send a fragile item again

[en1gmaw4]

That’s what I have   Thank you done. 

[en1gmaw4]

The day after receipt they claimed a refund 

[4_bathrooms]

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@en1gmaw4 wrote:

The day after receipt they claimed a refund 

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Did the buyer send you a message or did they open a "request"? If they have opened an INAD claim (request) with eBay the message will be from eBay and the subject will state something like "Your buyer has opened a request". 

[rjwilmsi]

Fragile items can still get damaged in the post even if packed well. Remember, your item will be on a lorry for a day or two getting shaken and bounced by the wheels going over potholes, speed bumps etc.. Many/most couriers don't insure fragile items such as ceramics/glassware against damage.

Or, it could be that the buyer is fishing for a refund, or is planning to send their broken one back. I would insist on return for refund then see what comes back - if it is your item you will have to refund. (If it's not your item then post back here).

In future if you want to send fragile items I would look very carefully into whether the courier covers fragile items and what conditions they place on the packaging to accept a damage claim - Royal Mail generally do cover fragile items but I expect to win a damage claim you would need multiple photos of the item in the process of being packed to prove that packaging was plentiful. Plus they would require "fragile" stickers etc. even though I'm sure all the workers ignore such stickers.