Received a damaged item
Summary: septimus-maximus received a damaged plastic model and sought advice on claiming compensation. sandypebbles advised against attempting repairs before filing a dispute, while e_purchasing and rocket2retro warned of potential issues with claiming through postal services. *casey* and springyzone recommended using eBay's return process. Ultimately, septimus-maximus decided to repair the model personally, valuing its rarity and acknowledging the seller's packing efforts.
I just received a plastic model that had parts broken. When I told the seller he said he packed it as best he could. I need to buy glue to repair it and some parts might not be repairable. Can I get any compensation for receiving a damaged item?
septimus-maximus
Posted Jul 16, 2026 at 6:05 AM · Edited Jul 16, 2026 at 6:05 AM·Last reply Jul 17, 2026 at 3:51 AM
8 comments
septimus-maximus
OPJul 16, 2026 at 11:27 PMWow! Springyzone, thanks for all your help. I have looked at the model again and decided to repair it. I could not face packing it up again to send back. The model is from the 1980s so is not easy to come by and when found is a lot more $ than I paid for it so I will not start a claim. The seller did an amazing job on the outside of the box as it was covered in Elastoplast sticky bandage !. The problem was inside the box as the model was able to move. He put a lot of work into packing.
Once again thanks to all the people who provided help
springyzone
·Jul 16, 2026 at 11:08 PM · Edited@septimus-maximus
Open a claim with ebay, as outlined by Casey.
Leave the item alone, do not buy glue, do not try to repair it.
When you open your claim, you should be able to give a brief summary of the problem-which is that some of the parts are broken. You should also be able to upload a photo, although this is not compulsory.
Keep an eye on the claim as the seller has a right of reply.
The seller only has so many days in which to solve the problem and if he deosn't, you will need to escalate it to a claim as ebay will not do it automatically.
Solving it involves giving you a refund plus, if he wants the item returned to him, providing you with a postage label (if he is an Australian bsed seller & it sounds as if he is).
To summarise, when you open this claim with ebay, the seller should be offering a full refund that includes the postage cost within the time frame ebay will give. PLUS providing a paid postage label for return postage if he wants it back. You need to keep the claim open till this happens & if it doesn't, escalate with ebay and then ebay will refund you out of the seller's funds.
The seller sounds like he may be an occasional seller because he is trying to argue that it is not his fault because he packed it okay in his opinion.
That does not hold water in ebay world. Packing so things don't break is the seller's responsibility & if things do break, you are entitled to full compensation.
Australia post is not an option for you to claim, or I don't think so. I think only the seller could claim as he posted it but in any case, he would probably lose anyway as their opinion would be that the packaging was inadequate.
If by any chance your ebay claim failed, which is unlikely, if you paid via paypal you could claim via them but in each case, you need to open your claim asap after receiving a damaged item and definitely within 30 days.
lezned-toycollector
·Jul 17, 2026 at 3:51 AMIn your point 3, you state "You should also be able to upload a photo, although this is not compulsory.".
If the seller does not accept returns, photographs are a requirement for a not as described return request. It is mandatory to upload between 1 and 10 images.
*casey*
·Jul 16, 2026 at 4:39 PM · Edited@septimus-maximus
Go to the item in your Purchase History and open a
Return request > Item Not as Described
The seller will have 3 business days to refund you or send you a return label with tracking.
If the seller doesn't respond during that time, you can ask eBay to step in and you'll be refunded
septimus-maximus
OPJul 16, 2026 at 6:27 AMI will not repair it before I finish with a compensation claim. I may try to lodge a claim for compensation with Auspost. Am I being a bit naive ??
e_purchasing
·Jul 16, 2026 at 2:40 PM · EditedIf you lodge a claim with AP, you will lose the item , your choice is to negotiate with the seller or return it for refund
rocket2retro
·Jul 16, 2026 at 11:31 PMMy advice would be not to bother with Australia Post. I recently had an item ($21.00) not arrive. AP agreed they had 'lost' it.
My buyer tried to open a case, only to be told that the seller (me) had to open the case. I opened a case. AP stated they would only pay the price I had purchased the items for (not the eBay sale price of $21.00). I did not have proof of original purchase. They also directed me to a non-existent link in the case where I was supposed to upload proof.
Opening the case was deliberately difficult & suspiciously full of glitches. This alone took four attempts (ie start from the beginning).
AP reserve the right to refuse breakage cases eg not sufficiently well packaged, not suitable for postage. My guess is that the higher value of the item, the less likely they will pay out.
sandypebbles
·Jul 16, 2026 at 6:09 AMNot if you try to fix it first
Open and follow through with an item not as described dispute