How can paypal refund the full amount to a buyer for goods damaged by Australia post that I sent?

[dan64050_0]

The buyer claimed he received the item I packed very well all smashed up. See pic below. In short he signed for it in the condition you see below. Australia post admitted that they damaged it. I assume because it was so torn up that they would not except it to be posted like that.

He wanted a full refund and to return the item to me. Paypal have decided in favour of him for a full refund. How can this be when I have the listing pictures that shows it wasn't like this at all?

How can I avoid this from ever happening again ?

[imastawka]

Then you need to chase AP for compensation

https://auspost.com.au/parcels-mail/missing-mail-items/compensation

AP suggest that parcels must be able to withstand 20kgs dropped on them from a height

of 1 metre.

Maybe sturdier packaging in future?

[dan64050_0]

Thanks for the reply, The bike comes in a hard cased box, I wrapped a box around that added a stack of padding the boxed it again. I could play football with it all day and the actual box the bike came in would still be 100% okay. The buyer said It was packed perfectly and is 100% not blaming me but he obviously doesn't want it now. I don't either for obvious reasons. How can this be avoided in the future?

[imastawka]

If it's not happened before to yourparcels, then maybe it's a one-off?

I'm still suggesting sturdier packaging.  That looks like corrugated cardboard?

Corrugated cardboard is only sturdy IMO if you pack it twice with the ridges

going the other way.

Just a suggestion.   Hope you get some comp from AP

[clarry100]

Unfortunately both eBay and PayPal are likely to find against the seller in cases like this.
It is then up to the seller to chase up AP for compensation. But they are also unlikely to accept responsibility for damage in transit. They will just say it was inadequately packaged.
You could try the postal ombudsman in such a case.
Good luck.

[dan64050_0]

Thanks for your input. It is a sad world when you pay for a service and they do everything except what they got paid to do, admit they broke it but I still can't make them accountable for it.

[clarry100]

They have such a monopoly that there is nobody to keep the b------s honest. So they can get away with it.

Having said that tho if you believe you have sufficient evidence that they were negligent and they have already declined to compensate you then I would suggest opening a formal case with the Postal Industry Ombudsman. Might take some persistence on your part but could get the outcome you desire.

[many*splendid*things]

I take it you've been shown pictures of the broken item as well as the damaged packaging and are 100% satisfied it's the same item? (Have heard of switch-a-roo scams on ebay where a buyer claims a damaged one they already have in their possession is the item that was sent to them).   

I'm not sure what kind of item this was, but as a general rule good pictures from multiple angles in your listings which clearly show any identifying markings / serial numbers etc may discourage some types of scams (if necessary you can then ask the buyer for pictures showing both the damaged area and any identifying marks in shot).

[dan64050_0]

Thanks for the reply, yes I have heard about this the old swap the damaged for a good one. yes I actually sometimes mark the bottom of the diecast cars with the certificate number in a not so obvious place. I also post 12 photos of very good quality for that reason also. You can never win though as If they wanted to they could just say that just because it's not damaged in the photo does't mean you didn't damage it before or  while packing to send.