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?

[beautbots01]

Usually where it is claimed damaged in transit, the buyer needs to take the packaging with the item to the PO and ask for their input as to whether the item was packaged securel.y against damage.  This would back up your statement and Australia Post would need this as part of their investigation. I know these types of claims can be tricky, a lot rides on the buyer's cooperation.

[rkxfamily]

Right, good point.

 And it could get tricky straight away, as you point out. 

 My item was in a cardboard double "cuccoon" and then in a 500G satchel. It was extremely strongly packed, but they chose not to take all the internal protective cardboard then it would be easy to mislead the Post Office.

 I am not at all sure of my buyer's honesty in this case.

[joethenuts]

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.

[rkxfamily]

 Thanks for the good wishes Joe.

 "auspost will only deal with the seller" Only thing is the buyer has the parcel now, naturally.

Good thing is that I used eBay postage, so its tracked all the way there.

 Oh one weird point I forgot was that the buyer claims they received the parcel today (Good Friday) which can't be right as there is no post. The tracking shows it delivered yesterday (Thursday AM).

 Bit weird.

[rkxfamily]

 Reading more on that link I provided in the OP, there seems to be a conflict of advice from eBay. Two ways of looking at the situation and two differing bits of advice.

 You have the eBay FAQ stating:

A ‘not as described’ item should be materially different from what the seller described in the item listing. This includes:

• Different item or version
• Wrong condition e.g. the listing stated the item was ‘new’ when it’s clearly been used
• Missing parts or components (e.g. a listing for a camera kit stated it would include a tripod, but it’s missing)
• Defective during first use (e.g. TV didn’t turn on)
• Counterfeit item
• Missing major parts or features, and this wasn’t mentioned in the listing
• Damaged during postage

 Versus the MBG policy of:

Not covered

• Items damaged during pick-up or postage or not delivered when the buyer arranges pick-up or delivery of the item (for instance, the buyer arranges freight).

  I can easily read the MBG policy two ways. One listing a series of conditions that are not covered when "the buyer arranges freight", the other more like a list of scenarios whan the MBG does not apply including (presumably all) postage.

      Very unclear!

[expanded_perceptions]

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@rkxfamily wrote:

 Thanks for the good wishes Joe.

 "auspost will only deal with the seller" Only thing is the buyer has the parcel now, naturally.

Good thing is that I used eBay postage, so its tracked all the way there.

 Oh one weird point I forgot was that the buyer claims they received the parcel today (Good Friday) which can't be right as there is no post. The tracking shows it delivered yesterday (Thursday AM).

 Bit weird.

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I may be inclined to keep sending them very nice messages and just play dumb and curious. They have already dropped a ball by saying it was delivered today, they may just keep digging themselves a bigger hole? I also would not question the delivery on good friday just yet, but run with it and see what else they slip up on?

[digital*ghost]

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@rkxfamily wrote:

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

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I am sorry if you are experiencing a spurious claim, but I think TB's interpretation of that particular part of the policy is a little off-base.

Under not covered, it actually reads (emphasis mine):

• Items damaged during pick-up or postage or not delivered when the buyer arranges pick-up or delivery of the item (for instance, the buyer arranges freight).

  So I think the provision is when the item is picked up (they had the opportunity to inspect, they transported the item themselves, or they arranged and paid for a courier or somesuch to pick the item up on their behalf. 

[rkxfamily]

 Yes you may well be right about that DG.

I was excited when I saw TB's post as I thought I might be safe, but reading more into it maybe not.

 The wording is magnificently unclear lol.

 @ichibansknees

 Yep I've kept it really light and polite but unfortunately I already asked them if perhaps there was an error or mis-delivery and pointed out the date,

Its amazing how something as simple as a return "gets" to you. (well me anyhow). I am honest with people and I expect the same back.

[digital*ghost]

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@rkxfamily wrote:

 The wording is magnificently unclear lol.

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Such is the unfortunate habit of eBay, you're hardly ever sure of where you stand, which makes defending yourself against their processes and decisions all the more difficult. 😞

I hope you're able to work it out with the buyer.