topic Re: who is responsable when item becomes broken in post in Selling

who is responsable when item becomes broken in post

w-4-industries-moe — Mon, 22 May 2017 05:34:39 GMT

Re: who is responsable when item becomes broken in post

kopenhagen5 — Mon, 22 May 2017 05:42:13 GMT

The seller is the one with a contract with the carrier.

So if the packing is deemed inadequate by the carrier's specifications, it is the seller's fault.

If deemed adequate, the seller has a claim with the carrier to pursue.

The buyer will often assist by making sure the carrier receives the item with all the packaging should the seller put in a claim.

Contact the seller to see what their course of action would like to be.

They may refund without you providing photos.

Re: who is responsable when item becomes broken in post

imastawka — Mon, 22 May 2017 05:44:44 GMT

Kopes, maybe the OP is the seller?

Re: who is responsable when item becomes broken in post

elizarose2014 — Mon, 22 May 2017 05:49:00 GMT

yes OP is the seller I was the buyer , I purchased 2 items from him and one of them arrived totally shattered, I have provided photos to the OP

Re: who is responsable when item becomes broken in post

kopenhagen5 — Mon, 22 May 2017 05:55:50 GMT

(Slaps forehead) Thanks stawks.

OP advice is if you feel it necessary, ask the buyer to send some photo's of the damage and instruct them not to throw out the item or the packaging in case the carrier wants to pick it up if you put in a claim.

I had a damaged item arrive and AP picked it up with all the packaging as the seller had put in a claim.

Edit - Seeing as you are the seller you will need to find out from the buyer if they want to keep the good item (in case it was a pair) and work out a refund.

Re: who is responsable when item becomes broken in post

imastawka — Mon, 22 May 2017 06:15:30 GMT

Well, that's turned out handy - seller and buyer on the same thread.

Re: who is responsable when item becomes broken in post

elizarose2014 — Mon, 22 May 2017 06:24:04 GMT

I was about to post myself when I saw this thread and I knew it was from the seller regarding the items that I had just been in touch with him about

Re: who is responsable when item becomes broken in post

elizarose2014 — Mon, 22 May 2017 07:22:24 GMT

as soon as I opened the parcel and saw the broken item I took some photos immediately and contacted the seller (OP), it was 2 ceramic egg cups and each was wrapped in tissue paper then a piece of bubble wrap placed around them in an Aus Post satchel which in my opinion is not a safe way to send fragile items, he did reply ....

"hi looks pretty bad i think it is broken . when it left here it was in perfect condition and wa paper and bubble wrapped ii think there is an australia post problem the question is am i liable"

as I said I was just about to post in the forum myself when I saw this post and realised it was about these items, I buy fragile items quite often on ebay and this is only the second time I've received a broken item, the first time it happended I did the same thing, took photos and contacted the seller (in that instance it was a different seller) who had no hesitation in refunding me, in fact he didn't even want the damaged one returned.

Only one of the items this time was broken, I've asked the seller (OP) if he would like them returned but I've had no reply apart from his first one.

Re: who is responsable when item becomes broken in post

twyngwyn — Mon, 22 May 2017 08:16:26 GMT

what...no cardboard or stiffener of any sort?

Re: who is responsable when item becomes broken in post

lm-entertainment — Mon, 22 May 2017 08:19:51 GMT

my advice would be - if its the two car ceramic egg cups on your username (OP) - then i'd just refund the half cost ($7.50) and be done with it - otherwise it looks like you'll have a fight on your hands and it seems as though, from what the buyer has stated the item wasn't properly packaged. if it's escalated to a claim, chances are you'll lose out.

Re: who is responsable when item becomes broken in post

elizarose2014 — Mon, 22 May 2017 08:58:11 GMT

no, only tissue paper and a piece of bubble wrap

Re: who is responsable when item becomes broken in post

elizarose2014 — Mon, 22 May 2017 08:59:55 GMT

yes that was the items and I would be more than happy to accept a partial refund of $7.50, I have messaged the OP and put a partial refund to him but as yet I've had no reply

Re: who is responsable when item becomes broken in post

max-power-models-too — Mon, 22 May 2017 09:43:06 GMT

You have to take your damaged item and packaging to an AP corporate Store. They will assess the damage and come back to you. Unfortunately you have to leave the item there while the investigation is on.

Unless the item had insurance on it the most you can expect is $50 compensation.

Re: who is responsable when item becomes broken in post

rocket2retro — Mon, 22 May 2017 10:23:58 GMT

Australia Post will assess the packaging & if they deem it to be inadequate they will not refund. As the level of packaging fails their own packaging recommendations (eg no cardboard box or cushioning between the item and the box wall) I'd say they will not refund. Even when you meet their packaging requirements they will often weasel out of by declaring the 'item not suitable for post'.

Re: who is responsable when item becomes broken in post

phorum_junkie* — Mon, 22 May 2017 11:33:18 GMT

@max-power-models-too wrote:
You have to take your damaged item and packaging to an AP corporate Store. They will assess the damage and come back to you. Unfortunately you have to leave the item there while the investigation is on.
Unless the item had insurance on it the most you can expect is $50 compensation.

That would be a complete waste of time, of course AP would not consider the packaging OK. Any breakable item must be packaged so it will survive being dropped from shoukder height onto a hard surface and tissue paper and some bubbke wrap will just not do it.

The seller should do the right thing and refund for the damaged item without delay unless they want to make the biyer go through the dispute process so the seller gets a defect against their account and probably a neg from the buyer too.

Re: who is responsable when item becomes broken in post

kopenhagen5 — Mon, 22 May 2017 12:08:21 GMT

To reiterate PJ's point.

AP's packaging specifications avoiding damage states parcels should allow for other parcels to be dropped on top with a weight of 22kg - 31.99kg.

Re: who is responsable when item becomes broken in post

collect247 — Mon, 22 May 2017 13:07:06 GMT

Well you might as well wrap it in a steel box lol,no matter how much bubble wrap you use won't stop any fragile item from being smashed to smithereens when a bag of cement gets dropped on it lol.

Re: who is responsable when item becomes broken in post

*tippy*toes* — Mon, 22 May 2017 13:24:55 GMT

@elizarose2014 wrote:
as soon as I opened the parcel and saw the broken item I took some photos immediately and contacted the seller (OP), it was 2 ceramic egg cups and each was wrapped in tissue paper then a piece of bubble wrap placed around them in an Aus Post satchel which in my opinion is not a safe way to send fragile items, he did reply ....

"hi looks pretty bad i think it is broken . when it left here it was in perfect condition and wa paper and bubble wrapped ii think there is an australia post problem the question is am i liable"

as I said I was just about to post in the forum myself when I saw this post and realised it was about these items, I buy fragile items quite often on ebay and this is only the second time I've received a broken item, the first time it happended I did the same thing, took photos and contacted the seller (in that instance it was a different seller) who had no hesitation in refunding me, in fact he didn't even want the damaged one returned.
Only one of the items this time was broken, I've asked the seller (OP) if he would like them returned but I've had no reply apart from his first one.

I have no idea what people are thinking putting breakables in a satchel with no protection. I've had it happen to me. Plates placed into a satchel with a thin sheet of paper between them. Nothing wrapped around them. Seller couldn't understand why they arrived smashed, as they were in perfect condition when posted.

As someone who regularly posts fragile items, that packaging is NOT acceptable. A layer of bubble wrap is not going to prevent breakage from falling off a chair, let alone having hundreds of other items dropped on top of it. If someone wants to post in a satchel because they have them available, put the fragile items in a box first, with decent packaging.

When I started posting breakables, I was concerned they might break in transit. I bought a few thin china tea cups from the op shop and set to work. I packaged them how I'd like to have them packaged if they were being sent to me, then took the sealed box outside and played football with it. After about half an hour of being kicked all over the yard, I unwrapped them and they were intact. I've never had an item broken in transit. If I want to post in a satchel because it works out cheaper for the buyer, I always pack the item inside a box first.

The message the OP sent you in respect to it being broken, it was intact when posted and there must be an AP problem, NOPE, no AP problem, 100% fault of the seller. If they choose to ignore you regarding a refund, open an eBay dispute for item not as described. That generally gets their attention.

Yes OP, you are liable. You won't get any compensation from AP as you failed to pack the items adequately. Waste of a lovely item when they aren't packed properly and smash in transit. Total waste.

Re: who is responsable when item becomes broken in post

elizarose2014 — Mon, 22 May 2017 23:19:00 GMT

a total waste for sure, I've still had no further reply fom the seller (OP) and I think I've been fair in only asking for a partial refund so I'm now going to give it till the end of today and if no reply comes I will unfortunately be opening a dispute.

Re: who is responsable when item becomes broken in post

*tippy*toes* — Tue, 23 May 2017 03:29:30 GMT

I think that's all you can do Eliza when you are being ignored beyond a reasonable time. Hopefully this will show him that he needs to pack the breakables a bit more carefully. I fear for the salt and pepper shakers he's got listed. There's some nice ones there and it would be a shame for them to break in transit because they were packaged the same way as yours were.