on 23-03-2017 10:43 AM
Hi,
A friend shipped a retro video game.
When it arrived it sustained some minor damage in post. (Cardboard box got a bit squished.)
She has shipped similar products domestically in the same packaging without any issues
The buyer is demanding a full refund plus 20 euro for customs.
I've suggested that she offer the buyer a partial refund. And see what the buyer replys
Any advice on what the seller should do?
23-03-2017 10:51 AM - edited 23-03-2017 10:51 AM
Firstly, has the buyer send any photos as proof of damage? Just because they have said it in an email, does not make it true.
If the cardboard box got a bit squished , then it should have gone in a box with extra padding inside (either bubble wrap or foam peanuts).
In terms of the Customs, Taxes and Duties, the buyer is ALWAYS responsible for that - there is a specific Ebay policy about it. The seller can advise the buyer as such. Here is the relevant link which the seller can forward to the buyer:
http://pages.ebay.com.au/help/pay/international-shipping-rules.html
I'm not sure if the whole thing warrants a full refund - perhaps the buyer should return it instead. I'm never a fan of a buyer getting to keep the item AND getting all their money back.
on 23-03-2017 11:15 AM
Pictures were provided and the you can clealy see the box being folded on the side where it got squished, I've attached the picture the seller sent for reference.
The seller understands now that it should of gone in a box. She normally sends it wrapped in bubble wrap inside a paddes satchel.
She would be willing to give a refund if the item is returned but she is concerend that the item will sustain more damage on way back thus lowering it's vaule as a collectors item.
23-03-2017 11:18 AM - edited 23-03-2017 11:20 AM
on 23-03-2017 04:19 PM
on 23-03-2017 04:57 PM
@heihachi_73 wrote:
What I don't get however is the €20 customs fee. To me it seems more like the buyer trying to get extra cash on top of a free game. Not once have I had a game caught up in customs when either selling or buying.
It depends on the cost of the item and the Customs threshhold of the country it was posted too.
Not many countries are as generous as Australia where we can import items up to $1000 without paying duty.
on 23-03-2017 07:49 PM
@gjb_gaming wrote:Hi,
A friend shipped a retro video game.
When it arrived it sustained some minor damage in post. (Cardboard box got a bit squished.)
She has shipped similar products domestically in the same packaging without any issues
The buyer is demanding a full refund plus 20 euro for customs.
I've suggested that she offer the buyer a partial refund. And see what the buyer replys
Any advice on what the seller should do?
I don't think your friend is going to get out of this one well.
The problem is the damaged box has lowered the value to collectors. I am sure your friend knows that.
She can offer a partial refund but there is every chance that will be knocked back by the sounds of it.
If it is, I would suggest she offers full refund on return of the item. It does mean she will have to pay return postage too.
But if I were selling, I would refuse to be paying any customs fees and I would be telling them that politely, upfront. I can actually understand where the buyer is coming from in a way but this is at least one thing where ebay won't be on their side and won't refund that 20 euros, so there is no way they can force that issue.
All they can insist on is a refund & return postage paid and that's what the seller needs to offer. Full refund & return or partial refund and buyer keeps it. Give them the choice so they feel at least they are making the decision.
Knowing they won't get their customs paid might swing the balance so the buyer may reconsider taking a partial refund.
But whatever, I would say the seller will get a red dot for this transaction as the buyer will be unhappy.
I wouldn't let it influence me though-I would not be paying the customs duty.