topic Re: Damaged by AustPost - what to do? in Selling

Damaged by AustPost - what to do?

dr_pocket — Thu, 15 Aug 2013 23:39:47 GMT

Hi,

I've sold a set of phone screen protectors and the buyer has indicated they were severly bent by AuistPost during transit. He supplied a photo which certainly looks like the postie was bloody careless. Anyway, buyer is asking for replacements. There was no insurance, and I don't see how I should be liable for AustPost carelessness. The items were packaged appropriately, and postage was free - I'm making a very small margin on these items and can't supply replacements without losing money on the deal.

What should I do?

Cheers,

Re: Damaged by AustPost - what to do?

putney32 — Fri, 16 Aug 2013 01:10:31 GMT

as a seller is really is up to you to pack in such a way that it cant be damaged in the post.

you could ask your buyer to take the item and all packaging to their PO and see if they can put in a damaged claim, but it is very unlikely to be successful.

yes, you should refund him a.s.a.p.

Re: Damaged by AustPost - what to do?

dr_pocket — Fri, 16 Aug 2013 01:13:46 GMT

That's not very helpful as I said it was packed appropriately.

Re: Damaged by AustPost - what to do?

rkwm888 — Fri, 16 Aug 2013 01:33:52 GMT

as Putney said it must not have been packed properly, aus post reckon that any parcel should be able to with stand 20kg being dropped on the parcel to survive

if the buyer decides to make a claim with paypal you would lose the case

Re: Damaged by AustPost - what to do?

thecatspjs — Fri, 16 Aug 2013 01:57:21 GMT

If you are confident that your packaging was not at fault, and it was inappropriate handling that caused the damage - such as excessive squeezing of parcel to fit into a mail box or such then you may wish to message the buyer and suggest that they seek compensation direct from Australia Post, as you are unable to do so as the item has been delivered.

I would make sure that I was very clear to the buyer that as the sender I am unable to do this myself due to AP rules.

It is the receiver of a postal item that needs to seek compensation from Australia Post.

The recipient needs to take the damaged item, and all of the packaging the item came in to a post office, and complete the relevant compensation forms.

I would also encourage the buyer to be very clear in the AP compensation forms that they complete about how they think the item has been mishandled to cause the damage, just claiming it is damaged is not enough, information needs to be provided as to what appears to have caused the damage.

I would make sure that I expressed my disappointment with AP regarding this situation occurring to the buyer and that I was keen to work towards a resolution through Australia Post compensation process.

Re: Damaged by AustPost - what to do?

tstore — Fri, 16 Aug 2013 03:55:44 GMT

Just send another screen protector. You can buy them for $0.99 for a pack of 5 with free shipping from China. It is such a small insignificant loss and better than getting a negative.

Re: Damaged by AustPost - what to do?

dr_pocket — Fri, 16 Aug 2013 04:05:33 GMT

These are not some **bleep** 99c item. They are genuine 3M branded product.

Re: Damaged by AustPost - what to do?

shoesonthegoau — Fri, 16 Aug 2013 04:33:45 GMT

totally understand where your coming from but, thereis nothing you can do. you can no longer not be responsible for the product until your buyer receives it.. I have had quite a few items damaged but do not expect the buyer to pay for it, it is your duty as a seller to make the buyer have a great buying experience if the item arived faulty then ask the seller to return the item and you will replace, or offer a refund. unfortunately you have to take a loss.

Re: Damaged by AustPost - what to do?

thecatspjs — Fri, 16 Aug 2013 05:34:24 GMT

lol a poster that thinks sellers should wear the costs of Aust Post mishandling of items .... well each to his or her own ... but I for one will not fork out for Aust Post blunders, whether that be for $5 or $500 - IMO most buyers would be more than happy to work with sellers to get resolution when they can see with their own eyes that it is Aust Post at fault, not the sellers packaging.

It is a different matter if it is not packaged correctly,

Re: Damaged by AustPost - what to do?

davewil1964 — Fri, 16 Aug 2013 07:54:18 GMT

The trick is getting AP to admit the packaging is adequate.

However if the protectors were bent, it is unlikely that the damage was caused by heavier packages being dropped on them (or being dropped on them in a situation where ANYTHING could get damaged), which seems to be AP's only criterion. Bending would presumably be caused by negligence on the part of an employee/contractor and SHOULD result in AP accepting liability.

I would go with catspjs' solution, with the proviso that if AP don't admit liability there is an ombudsman you should probably take the matter to.

Re: Damaged by AustPost - what to do?

nevillesdaughter — Fri, 16 Aug 2013 08:21:07 GMT

Aust Post offer no "fragile goods" type service and state that as a guideline, your item should be able to withstand being dropped from about waist height, and able to tolerate up to 20kg parcels landing on it, because this is the weight of parcels they handle. As Devil's advocate, with this in mind, it is probably necessary to put some very stiff cardboard or such, in with items to mitigate against their being bent, if bending them is going to render them unsuitable for use.

Ebay's attitude is that as the seller, it is your resposibility to get the goods, in a suitable condition, to the buyer regardless of the carrier.

My advice would be to replace the goods for this buyer, and take steps to prevent it happening again, because Aust Post are never going to be able to say that bendable items won't get bent.

Hope this helps,

Marina.

Re: Damaged by AustPost - what to do?

phorum_junkie* — Fri, 16 Aug 2013 08:55:17 GMT

If they could be bent then they were not adequately packaged. They should have been sandwiched between two pieces of board strong enough not to be bent. While you can ask a buyer to take the item and packaging to the PO it is extremely rare that AP will accept any responsibility unless the packaging is ripped to pieces or there are tyre tracks showing it has been run over.

If it were me I would either send a replacement or a refund, whichever was more cost effective, and put it down as a customer service expense exactly as I would if a buyer said an item with no tracking to their exact address hadn't arrived. I have a few cents built into the cost of every item I sell which more than covers the occasional refund or replacement without return.

Re: Damaged by AustPost - what to do?

dr_pocket — Fri, 16 Aug 2013 11:39:33 GMT

So I refund the dudes money and the b'stard still gives me a negative! I was polite and apologetic, and still got scrooed. And to top it off he starts accusing me of sending him spam email and threatening to call the cops!! I don't have have the dudes email address, and his postal was a PO box and his ebay handle!! The guys a nutter. Geez. Live and learn. I really hate that it's just so easy for someone to leave a negative, and sellers have zero recourse.

Re: Damaged by AustPost - what to do?

davewil1964 — Fri, 16 Aug 2013 12:18:45 GMT

You have recourse. If the threats are sent through eBay messages. If the comments on the neg are not related to the item or are not abut the item.

There is also the defamation route. I don't know the link, but I'm sure it is on the site map.

Re: Damaged by AustPost - what to do?

coast_golf — Fri, 16 Aug 2013 13:06:32 GMT

Wow, check out the FB left for others. Yet another one for the BBL, I'd definitely be asking eBay to review the feedback on the basis of his/her history.

Re: Damaged by AustPost - what to do?

thecatspjs — Fri, 16 Aug 2013 13:47:14 GMT

OP I would contact ebay for feedback removal.

That buyers feedback shows clear signs of them being a scammer. Too many negatives for lost items in that profile.

I will also report them, and urge others to do the same, the more that report the more likelihood that the pest will be NARU'd

Good on ya fellow posters for your poor advice to this OP

Re: Damaged by AustPost - what to do?

ozcraftsptyltd — Sat, 17 Aug 2013 02:11:35 GMT

Giving the buyer a good experience of buying from you is important, as any company with the wisdom to run a loyalty program will tell you. THAT's why you send a replacement - you want repeat sales and sending a replacement will show the buyer you are a seller who can be trusted - especially if they know you don't have to.

Sure Australia Post may eventually cough up if the buyer puts in a claim, but it takes months and a lot of effort. So it's better to resolve it yourself.

If you need to, add a small cost to each sale to compensate for the occasional mishap. It is fairly rare that things are damaged, after all - never happened to me - more commonly, they are lost. But PayPal covers that if you use tracking.

Re: Damaged by AustPost - what to do?

ozcraftsptyltd — Sat, 17 Aug 2013 02:15:26 GMT

Unfortunately, you strike the occasional buyer like that. It's partly due to the attitude shown by one or two sellers who have written in reply to this post. One bad experience leads the buyer to adopt a 'me vs them' attitude.

When you strike one of those, you can write to eBay customer service, though it's unliely they'll be able to help. So you just have to take it with a grain of salt. No point in stressing out over it. Just remember the 99% of buyers who are polite and reasonable and never let yourself - and other sellers - down by losing your temper - it's just not worth it.

Re: Damaged by AustPost - what to do?

ozcraftsptyltd — Sat, 17 Aug 2013 05:54:37 GMT

Re: Damaged by AustPost - what to do?

thecatspjs — Sun, 18 Aug 2013 05:47:14 GMT

How typical that the refund the buyer advocates earlier in the thread all go quiet now ......