Broken is there is a claim for seller or buyer to recoupe

[greatconditiononly]

Hi All,

I sold an item and it has arrived damaged.

The buyer paid via Paypal and it was sent through a click and send bx2 box.

I believe it was adequately packaged but she has stated that it wasn't and wants a refund.

She had purchased the item over a month ago but claims she was on holidays so has only just returned and received it now, I'm hesitant to give a refund after such a long time as it could very well have arrived intact and been broken from use by her.

My question is: is there a sellers or buyers claim that can be made under a protection policy that will not leave me (the seller) out of pocket?

[leader-of-the-band]

send them a message asking for a photo of the item in its broken condition before doing anything else.  This will let you determine the best way to proceed.

[digital*ghost]

I'm not 100% sure - none of AP's postal services offer a fragile service, but compensation is (or has been) payable if they deem the parcel was adequately packaged; I can't see any reason why that policy should exclude C&S parcels as it's not dependent on any insurance or registration etc. The problem with that is that only the buyer can make the claim, as the parcel and packaging (all of which AP need) are in their possession. (I say it's a problem as I get the feeling you might have a customer that simply wants a refund and may not be prepared to go through the claims process, but you never know).

I guess the first thing I would do is check when the parcel was collected (via the tracking), then probably ask for pictures of the damage (in order to determine the best course of action), and explain APs claim process. Hopefully they will be prepared to initiate the claim, but if not (or even if unsuccessful), you're probably going to have to give the refund.

[2106greencat]

In addition to leaders advice - ask for a photo of the packaging also - ifshe indeed has only just returned from a holiday, she should still have it. Sometimes when pressed for extra info or proof a problem can just disappear.

[***super_nova***]

The problem will be that if she was away for a month, AP will not accept responsibility for something that has been delivered long time ago.  For obvious reasons, the claim has to be made immediately after delivery; actually I think month is the limit.

But, it sounds fishy, who buys stuff and then goes away for a months?

I would reply:

Dear X:

so sorry your item is damaged. Please take photos of the damage and send them to me. To claim compensation from AP you need to take the whole parcel to your PO and fill in claim form.

Let me know what AP says and we take it from there

yours 🙂

[kopenhagen5]

As said, that is the proper procedure. Taking the item and all the packaging to AP, they then deem if it is due to improper packing or AP mishap. The buyer then claims accordingly.

                                                                        (waves to cat :-))

[foxette-in-sox]

I may be way off track here BUT I have a feeling your buyer has been on boards in last few days complaining-your id is VERY familiar & you've not posted since April.

Anyone else thinking the same & wants to go do a search?

[greatconditiononly]

Thank-you all for your help so far.

The tracking says the box was delivered on the 02/08/2012 and she has notified me 22/08/2012 but has stated that the box was there awaiting to be opened upon her return. Do click and send give the box to anyone who is at the address? Is there anyway of checking if it was signed for with click and send?

Foxette-in-sox I can't find anything that is relivent to my buyer, can you give me a little more info please?

[lyndal1838]

Did you send it C&S with signature required?

I have had C&S satchels safe dropped so maybe that happened with your buyer.

[greatconditiononly]

I didn't ask for a signature but thought they may get someone to sign if it was not given the person it was addressed to.