I think the buyer is try to score a freebie. What to do.

[mcbautoparts]

I sell an item to a customer. I get a message from PP stating the buyer has put in a "Not as described dispute". He says the part in the box is broken, but the box is in perfect order and he also states the that the item is second hand. Now I check every item before they are shipped of to a customer. I know it's not broken, unless AP magically broke the item which was bubble wrapped in a box which was also bubble wrapped.

I have asked the customer three time now to send the item back to me, one via Ebay and twice via PP and they just keep asking me why I sent them a second hand item. Not responding to my request to return the item.

As this is my first dispute against me, PP have already taken the funds and are apparently holding. I contact PP on what to do and they person told me to either escalate it or refuse and try to work it out with the customer. I asked which is the best way and the reply was, either way. Thanks for that.

So what is the best course of action here? Ring PP again? Email? I really don't fancy losing $145 just so someone can have a freebie.

Also how long do I have before PP finally step in and throw my hard earned away?

Thanks.

[shypansy]

For an item of that value, did you send it with signature required and extra cover?  if so instruct the buyer to take it and all packaging to their post office and submit a claim for damages, 

[shypansy]

If paypal decides in the buyers favour, they will instruct him to return the item by trackable means at his expense and provide proof, if he refuses, then paypal will decide in your favour.

Have you asked for photos of the damage? 

[viewmont1071]

For an item of that value, did you send it with signature required and extra cover?  if so instruct the buyer to take it and all packaging to their post office and submit a claim for damages, and, until they change this clause in the user agreement it will remain so no matter what board furphys are thrown about

It does not matter how the OP sent it some compensation may  still be available from AP

even click and send "normal" ...see the clause at the bottom from the click and send terms and conditions

http://auspost.com.au/statutorydocuments/generalpostalservices/Frame.htm

73 Amount of Compensation

73.1 Notwithstanding clauses 68 and 69, where an article has been lost or damaged in the course of carriage otherwise than by registered post, Australia Post may in its absolute discretion elect to replace or repair the article or pay to the claimant an amount equal to:

73.1.1 the replacement value of the article;

73.1.2 the cost of repair of the article; or

73.1.3 up to the sum of $A50,

WHICHEVER IS THE LESSER, together with a refund of postage paid on the carriage of the article which shall not include any fees paid in respect of the Extra Cover, registered post or cash-on-delivery services provided however that where the refund of postage relates to postage paid on a prepaid registered post envelope the refund shall be the amount paid for the envelope.

73.2 Australia Post may defer a decision under this clause for such period of time as Australia Post may reasonably require to determine whether the article has been lost or damaged.

73.3 Nothing in this part prevents Australia Post from, in its absolute discretion, providing to the customer a refund of postage on an article whether or not the article has been lost or damaged.

74 Exclusions

74.1 No amount which is permitted to be paid under this part shall be payable for loss or damage relating to the carriage of articles:

74.1.1 containing bank notes, non-negotiable securities, bullion, negotiable securities, coins, precious or valuable stones, jewellery; or

74.1.2 containing any other substance or thing, the carriage of which is prohibited by or under the law of the Commonwealth, State or Territory or under the Australia Post Terms and Conditions; or

74.1.3 which, in the reasonable opinion of Australia Post, were not or could not be adequately or appropriately packaged for carriage; or

74.1.4 where in the reasonable opinion of Australia Post, the loss or damage arises from inspection or repacking of the article by Customs or Quarantine, as permitted by law; or

74.1.5 where Australia Post upon making reasonable enquiries is unable to determine the extent to which damage was caused or contributed to by Australia Post.

even click and send

http://auspost.com.au/parcels-mail/terms-and-conditions-click-and-send.html

9. Australia Post and Customer Liabilities Click to expand

9.1 Subject only to the Australia Post Terms and Conditions, (which include the terms and conditions of Extra Cover, and service specific terms and conditions for postal delivery services provided through Click and Send, which may in certain circumstances provide some remedy to a Customer for delayed delivery or non-delivery of Postal Articles) Australia Post shall not be liable to the Customer or to any other person (whether in contract, tort or otherwise) for any loss or damage suffered, or that may be suffered, as a result of any act or omission, whether negligent or otherwise, by or on behalf of Australia Post in relation to the promotion, provision, suspension or termination of the Click and Send service, or any other matter or thing relating to this Agreement.

[viewmont1071]

I would be more worried if the buyer keeps on itimating "why did you send me a second hand part" that the buyer has a second hand shagged part that they intend to send back to you and fit the newbie.....

If I am suspicious I use a wreckers paint pen and small dots.. It's hard to do on a new part without giving the customer the shiddlediddledits who then thinks it is secondhand

They try that in the flesh.... so given the remote sale who knows what the devious mind of a shonky backyarder may get up to

gotta go anyways I open the B and M spare parts store at 7.30

[mcbautoparts]

@ shypansy.

I haven't asked for photos, I just requested for the item to be returned so this matter can be properly addressed.

The item was sent via C&S with signature on delivery. No extra cover, as it is impossible for this part to break in the box and for the box NOT to be damaged at all like the customer is claiming.  As well as being second hand apparently.

What I am going to get now is one of those pens that only light up with a black light .I have a black light already, just the pen I need.

I was thinking of saying to the buyer that I need the part back and also a stat dec as I will be reporting this to the police. To see what he says. Call his bluff maybe?