Help with Transaction Problem

[diane_k]

I received a message from a buyer last night saying that the item I shipped to them arrived damaged during shipping. Photos were provided showing the damage to the shipping box and the item's box. The item was a Funko Pop Vinyl figure, highy collectible and sold for $80.00, shipping included. It was wrapped in thick bubble wrap and two air pillows were placed inside the shipping box to ensure it arrived undamaged. I have sold a dozen Pop Vinyl's this way and all the feedback has been very positive as to the packaging and the condition of the items on arrival.

The shipping box was absolutely destroyed, like someone had stood on it. The item's box was also damaged but not the Pop! Vinyl figure.

So, what should I do? The buyer hasn't requested a refund or return but I don't want the risk of negative feedback. Should I offer a full refund after the buyer returns the item, partial refund as it's only the box that's damaged, etc? 

Also, would I be able to get compensation from Australia Post for the damage or would the Buyer have to do that?

This is the first time this has happened to me, so any help would be greatlly appreciated.

[thecatspjs]

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@englishrosegardens wrote:

If by air pillow you mean one of those little bags full of air, they're pretty useless.  I've had them in a few parcels I've received and it's rare that they arrive with air still in them.  That means they either slowly deflate or they deflate after the first knock, and that means if there's another knock or jolt there's no cushioning in the box.  To me that means they were inadequately packed. 

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Really ? My experience is opposite to yous.

I have received many parcels using air cushions to protect goods, and can't recall ever having issue wtih them deflating ?  I have also stored them for several months, and reused them in parcels being sent, with no probs.

| suppose there may be different qualifties of this type of packaging on the market, with some being more effective than others, and I think it also depends on the type of goods that they are used with, I imagine they would not be appropriate for very heavy items.

[lyndal1838]

I have had parcels delivered that have had deflated air cushioning in them.

As it was not the only packing in the boxes I was never sure if it was deflated before posting or during transit as the sellers were obviously using recycled packing.   The goods were fine.