I have sold an item that has been damaged in transit via evri - what is the process?

[the3dwonderland]

Hi guys, selling on ebay is new to me so apologies if my question is stupid. I sold an item on ebay and packed it in a bubble wrap padded envelope, the item was quite a robust plastic case, the only way I can see it being damage is if a lot of weight was on top of it (I mean a lot). This item was received by the buyer damaged, I have yet to see any photos of the damage yet but just wanted to know what my options are. I know the buyer can request a refund through ebays money back guarantee scheme, but what about my refund? The parcel was sent via evri using ebays automatic label generator. I don't particular see the need for a return because what am I going to do with a broken case, so do I just refund the buyer outright or do they need to open some sort of case? And then who do I contact with regards to my compensation? Is it Evri or Ebay?

Thanks in advance.

[tressygirl · Accepted solution]

If you bought the postage through eBay you need to claim through Packlink.  

I do not use their service preferring to use my little Post Office however meagre they appreciate my items, whilst this is still allowed,  so I do  not know what Packlink covers, but try your claim now from here:

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

@the3dwonderland 

[*vyolla*]

You will need to refund your buyer if you don't want to pay for a return (I'm assuming that the item has no value if its damaged), and then claim from Packlink:

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

For what it's worth, I sent some fragile items out from my local Post Office, all marked loudly with 'fragile' stickers, and asked them to put it in the bag carefully, and was told that it was likely that my package would end up with 60-80kg of packages on top of it at any given point during its journey, and may be dropped or thrown around, so they hoped that it was packaged accordingly!

[the3dwonderland]

Thank you so much!

[the3dwonderland]

Thank you! 60-80kg wouldn't have damaged the item in my opinion

[4_bathrooms]

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@the3dwonderland wrote:

This item was received by the buyer damaged, I have yet to see any photos of the damage yet but just wanted to know what my options are.

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If your buyer had opened an "item not as described" case they would have been obliged to provide at least one photo/image. As things stand you only have the buyer's word the case arrived damaged; have you (politely) asked them for pictures that demonstrate the damage and the condition of the packaging?

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@the3dwonderland wrote:

I know the buyer can request a refund through ebays money back guarantee scheme, but what about my refund? The parcel was sent via evri using ebays automatic label generator.

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As pointed out by @tressygirl as you purchased a label via eBay your contract is with Packlink (a broker) and not Evri. You can file a claim here but they're not going to entertain a claim without evidence such as a picture showing the damage and the packaging used. My gut feeling is that as the delivery was not rejected by your buyer they'll reject your claim.

[the3dwonderland]

Currently awaiting photo proof before I go ahead with the refund

[martmarg41]

Do not refund until after a claim is made by the buyer, and you receive a message from eBay asking if you accept/or not. This is the only way to protect your sellers rights.

[moldosgifts]

The process is buyer contacts you or opens a case, if contacts you only encourage then to open a case.

Respond to case in this example should be  a damaged case in which they should supply photos.

Refund or supply a label for a return.

Quite simple really. But can be daunting if its your first.