Item claimed damaged in post - return requested, how to correctly proceed? Calling tall_bearded01!

[rkxfamily]

 Hello Ladies and Gents,

 Well its happened for the second time to me (never before Nov last year). 

 I woke up this morning to find a return request.

The item was claimed as damaged in transit. I have my doubts, as I am a meticulous packer. I mean I REALLY am a meticulous careful packer. I use very strong cardboard, I usually double box. You could easily stand on my items with out breaking them. But I suppose anything can happen. It is possible that the item was damaged.

 What I think is more probable is that the item I sold is now being advertised as a "door buster" type special (starting Saturday) and is suddenly being advertised at half its normal price. I have my suspisions that the buyer is taking advantage of the new MBG policy.  I cant prove it, I just suspect.

 Anyway. What to do?

 At first I thought "Oh Wow I am going to have to pay return postage AND everything else AND refund the buyer and then received a broken item return mail" (the original a brand new phone sealed in the box)

 But then... I searched on the forums here and read some very interesting posts by tall_bearded01 in this thread.

 It seems that eBays own MBG policy does not cover "Items damaged during postage"  see policy here

 I have already politely emailed the buyer asking for photos and explaining we will need to do an Australia Post investigation.

Obviously, I worry that eBay may just take over and refund her anyway. I am not sure about the defect situation with my account (unclear if I have "earned" one for having a return request initiated) and I do want a fair outcome all 'round.

So how should I proceed folks?

[davewil1964]

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@joethenuts wrote:

I think you will find that auspost will only deal with the seller ,as they paid for postage not the buyer,

the biggest problem is was it already damaged [which i dont think so]  before sending or by transit.

i would think auspost unless insured parcel  will do nothing,but you never know .good luck.

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Nope. AP require the BUYER to lodge any claim for a damaged item.

[rkxfamily]

 Still no respone from the buyer of any kind to my polite request for photos.

 Anyone know what happens if the buyer just doesnt respond? 

[rkxfamily]

 Interesting development:

 Hi Rkx,
I actually put the packaging in the bin that morning as it was our recycle day. I am not going to pursue this as I will go and see how much it is for a new screeen. It is just one of those things that can't be explained. I am not going to hold you responsible and I will just get it fixed or buy another one down the track. Thanks for your quick response and your willingness to investigate. All good thankyou.
(buyer's name)

 So............ just "one of those things"!

 And that sale this morning I mentiioned turned out to have virtually no stock, I know, I went myself.