Advertised local pick up , buyer was out is state... item damaged by his courier

[hotchopper77]

So I sold an item advertised for local pick up,  out of state buyer sent courier to collect and the item arrived with him damaged . Buyer asks for a return , although also advertised as returns not accepted .

I packed the item well , i supplied the box and packaging at no cost to him because I had some good boxes around .

EBay have now been asked to step in , which personally I think is best .

After a conversation this morning on live chat , a person called Kelly agread that he cannot expect me to pay for the items return .

How's this going to go ?

S.

[janeababe]

Ok....

You need to inform your buyer that the complaint lies with the courier company, not the seller.

Ask your buyer to lodge a damage-in-transit complaint with the courier company they organised to collect the item from.

(or the courier company YOU took the item to for transit)  which ever the case may be.

You do not need to refund for damage by a third party.
The courier company should compensate financially, to the new owner of the item.....

Prooving the courier did the damage may be the hard bit ..... what proof have you got to state it left you in great condition?

Photos? 

Was the box damaged or something? How do you know the courier did it and not hte buyer?

cheers

xxj 

[hotchopper77]

Thanks for the reply , in my last interaction with the buyer I suggested his beef was with his courier who he sent to collect .

I have no photos but i also suggest that had the item been damaged or not as described no one on local pick up would of parted with their cash and taken it away .

Thanks again,

S.

[tazzieterror]

It's difficult to prove anything without photos, but given you sold it as a pickup item, then you shouldn't be held responsible for the item once it's left your possession. Buyer has appointed their agent (the courier) to collect on their behalf - it's not your problem once the buyer (or their appointed agent) has taken possession.

Keep a copy of the transcript of your conversation with Kelly, and don't be afraid to keep bother eBay CS members (preferably on the phone) until it's resolved in your favour.

Did the buyer organise insurance for the item

[imastawka]

Pick up items not picked up by the buyer are not covered under the ebay MBG

What's covered

Most transactions on eBay.com.au are covered by the eBay Money Back Guarantee.

Not covered

Buyer's remorse Any reason besides not receiving the item or receiving an item not as described in the listing (see the seller's return policy for return options) Items damaged during local pick-up Items not delivered when the buyer arranges pick-up or delivery of the item (for instance, the buyer arranges freight) Duplicate claims through other resolution methods Click & Collect items that weren't collected by the buyer Local pickup items that weren't collected by the buyer Items sent to another address after original delivery Vehicles, Real Estate, Websites & Business for Sale, Classified Ads and services, Tickets, Digital Goods and Intangibles

https://pages.ebay.com.au/help/policies/money-back-guarantee.html#conditions

[tazzieterror]

Ooooh...nothing like some facts to settle an issue!

[imastawka]

Yeah, but never let the facts get in the way of an ebay resolution  hahahahaha

[hotchopper77]

Chat
Chat

hotchopper7716:31 PM
5151464515 case opened , how am I at fault when buyer arranged courier to collect
Kristoffer16:36 PM
Hello, welcome to eBay Australia Live Chat! My name is Kristoffer, May I have your full name please?
hotchopper7716:36 PM
Hi ,
Kristoffer16:38 PM
Hi scott.I have read your contact reason and just to clarify is this about the item you have purchased,correct?
hotchopper7716:38 PM
No , item i sold

.
Kristoffer16:39 PM
Let me check on it.
hotchopper7716:41 PM
I sold an item advertised for local pick up , guy out of state bought it and he arranged courier to collect . Courier damaged it but he's complaining to me . My paypal account is in a minus as the monies are withheld . I fail to see how I'm responsible fo
hotchopper7716:42 PM
For item that is out of my care when his courier collected it .
Kristoffer16:45 PM
I see. Let me check this item number right now allow me 2 minutes as i work on it okay?
hotchopper7716:45 PM
Ok
hotchopper7716:45 PM
Thank you
Kristoffer16:45 PM
You are welcome.

Kristoffer16:59 PM
i have now the case the buyer opened and this buyer is claiming that the item is not as described right?
hotchopper7717:00 PM
Well i think so , he's told me it's damaged , scratched up .
Kristoffer17:01 PM
base on the photos he provided the item is really damaged have you contacted the seller and make things right on it?
hotchopper7717:02 PM
Well I'm not paying for return of item m his courier damaged it .
hotchopper7717:03 PM
If it was like that to start with and advertised as local pick up no-one would of bought it . Infact I wouldn't try to sell it like that .
Kristoffer17:07 PM
I understand that this is a hassle on your end since this buyer wants to have this tem returned . let me check your listing first allow me 2 minutes

Kristoffer17:14 PM
I can see that the seller provided here that the buyer already sent us a pictures abou tthe items
Kristoffer17:15 PM
I mean the buyer already provided photos of the the item they received.
hotchopper7717:16 PM
Yes , as recieved from his courier . Damaged
hotchopper7717:17 PM
Is he claming EBay money back guarantee?

Kristoffer17:18 PM
Yes, Based on the information which the buyer sent on eBay moneyback guarantee claim.
hotchopper7717:18 PM
But he's not covered under that .
Kristoffer17:19 PM
I understand this out of yourt hand at the same time as ebay moneyback guarantee process the buyer is covered under moneyback guarantee program and since he recieve an item which is damaged.

Kristoffer17:20 PM
The buyer is covered. sicne the payment is thru paypal and still not yet beyond 30 days for the item has been delivered.
hotchopper7717:20 PM
Local pickup items that weren't collected by the buyer
hotchopper7717:21 PM
He sent his courier , items left me in to their care
hotchopper7717:21 PM
How am i responsa
hotchopper7717:22 PM
How am i responsible once it left me ?

Kristoffer17:23 PM
You can provide this buyer resolution they want, You shoudl understand that the buyer is expecting an item in good condition, Sellers responsibilty to make sure that the item is secured and that includes packaging.
hotchopper7717:24 PM
It was securely packed . I am not responsible for poor handling from WA to NSW . How can i be ?
hotchopper7717:25 PM
He should be claiming from his courier , he would of got insurance
Kristoffer17:26 PM
I understand that you are frustrated in this situation but the buyer has a proof of the damage which shows on the photos
hotchopper7717:27 PM
So you think I sold it inbthat condition ?
hotchopper7717:27 PM
It is clear that it was damaged in transit by his courier
Kristoffer17:31 PM
No but the Responsiblity is in the seller. You can try and contact that courier who shipped the item but if this buyer escalates the case the result will be still refunding the seller
hotchopper7717:33 PM
I fail to see how it's my fault. He provided the courier. . Sold for local pick up only and no returns .

Send
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[hotchopper77]

Transcript of chat today .

Not sure how this will go now

[digital*ghost]

Use the contact option to request a call back, or, send a succinct and factual message (including the link that was posted above that shows the buyer is not covered under the MBG) to eBay via their AU Facebbok page.

On average, these two options yield better results than chat  / emailing.