Damaged by AustPost - what to do?

[dr_pocket]

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,

[putney32]

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.

[dr_pocket]

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

[rkwm888]

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

[thecatspjs · Accepted solution]

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. 

[tstore]

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. 

[dr_pocket]

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

[shoesonthegoau]

Hi

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.

[thecatspjs]

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,

[davewil1964]

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.