Selling DVD's Buyer opens a dispute

[madz626]

I sold 2 TV series and when the DVDs left my possession they were in perfect condition, I posted the items in padded post bags.

The buyer sent me an email when they received the DVD's advising me that the cases were cracked and that it was disappointing to not have them in perfect condition which I understand however it is beyond my control if they get damaged in transit. The buyer then sent another email advising that the DVDs were scratched and there was something sticky on the discs and one disc kept jumping when played. The buyer has now opened a dispute and would like a full refund and I am not sure what to do? Has anyone else been in this situtation?

[digital*ghost]

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@madz626 wrote:

 it is beyond my control if they get damaged in transit. 

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I'm going to have to take point on that, because while how a package is treated outside of your possession is beyond your control, you do have control over how an item is packaged. Padded bags are generally ok for standard amaray cases etc, but I would recommend at least putting bubble wrap on the inside of cases (enough to protect against outside force from pushing in the cases, as that is how a lot of damage in the post will happen, but still be able to close the case properly).

That being said, in this circumstance, I would either refund the payment if the buyer could show me the damage in a photo and I didn't want the DVDs back, or refund the money once the DVDs have been returned. I would also cover return postage if it was evident the damage was not the buyer's fault etc. 

Your other options are to fight the dispute - both you and the buyer will need to provide evidence to support your respective claims, then PayPal will make a decision over what will happen. To be honest, though, it would be more difficult to prove the DVDs were received in as described condition than it would be to prove they weren't (because, basically, you don't know if they were or not).  If the dispute is decided in the buyer's favour, they will be requested to return the DVDs to you before getting a refund. 

[*crikey*mate*]

Yes, it is the seller's responsibility to ensure that they package an item so that it does not get damaged during the delivery process.

From memory, Australia Post recommends that a parcel be packaged in such a way that it can withstand something as 20 kg being dropped on it.

Inside the DVD's is tricky, especially as they are probably sealed if new. But if they are opened, then it is good to wrap the disc, as it often comes loose (even in new ones) and then slides around inside the case getting all scratched.