Damaged China item retuned without complete handle pieces

[sunnydaysann]

Only occasional seller. I accepted a return from buyer as a cup handle was broken in post. Other 2 items , plate and saucer were fine. It was wrapped well and fragile tape all around. On receiving return , Only part of the broken handle is there , preventing a repair. I have messaged the sender to ask if they have the missing piece/pieces . Surely the complete broken handle should be returned to warrant refund ? 

[red_magpie]

I accepted a return from buyer as a cup handle was broken in post.

You didn't have any choice. The buyer is entitled to return it for a full refund under eBay's money back guarantee.

If china or glass items arrive broken, fragments are liable to be lost. Buyers can't be expected to root through the packaging to find all the bits. EBay won't be interested that fragments of broken china were not returned.

If you sent it by RM 2nd class post, as in the listing, you won't be able to claim postal compensation. Breakage to glass or china isn't covered in the ordinary post.

[rusticrye]

Just to add that broken glass and china cannot be returned in the post, as per Health & Safety laws. This is to protect postal workers from harm. In future, refund the buyer of such items without the need for return, once they've provided photos of the damage.

@sunnydaysann 

[sunnydaysann]

Thanks, the problem was that 2 of 3 items were completely unmanaged. Will never sell collectibles again .

[john1297576]

Surely if you used Royal Mail you should make a claim, they would most likely want to see the packing but unlike Couriers it is possible to make a claim, whether they will pay out I don't know. One thing though they would want to see proof that you had refunded.

[m25jet]

If the handle had just broken into a few pieces then it shouldn't have been impossible for the buyer to return everything to you as he/she received it, including the broken pieces.  If, however, when the item was damaged in transit part of the broken piece of the handle got smashed to the point whereby it was nothing more than a lot of very small fragments then it would not have been possible to repair the handle with a load of fragmented pieces anyway, even if the buyer had sent them back with the item.

Although it's unfortunate that you don't have all of the damaged pieces present so as to enable you to repair the item you will still have to refund the buyer's money, as if you hold off of doing so and he/she escalates the case to eBay to make a decision upon then eBay will more than likely force a refund, thus resulting in your account being hit with a defect.  Therefore, although it's frustrating that you haven't got back all of the broken pieces needed in order to repair the item, the best option would be to refund the  buyer in full before he/she gets the chance to escalate the case and ask eBay to force a refund.

[sunnydaysann]

Many thanks , I have issued a refund.