Uninsured item smashed in pot

[reallygoodbits]

I just received a nasty email from a buyer who complained as an item I posted got smashed by Aus Post. I overwrapped it so heavily & she did not pay insurance. She complained that I didn't box it . It had styrofoam amongst ther things so there was no need fo a box. She wants her money back but really, that's not fair on me. In around 9 years on eBay this has never happened . No doubt I will receive negtive feedback. Another 1st My score is perfect to date.  I replied sympathetically to er but there's nothign  can do. I'm out of pocket condierably too. 

Any advice anyone?

[*crikey*mate*]

I'm sorry that this has happened to you..

However, it is your responsibility to pack things in such a way as they are indestructible by Australia Post.

Of course the buyer didn't pay for insurance, they don't need it, the insurance is for you, so if you want it, you really need to make it so that the buyer doesn't have a choice in paying it. But I doubt that any buyer would voluntarily pay your insurance.

OK, what you need to do is to contact Aus Post and let them know what has happened.

From reading around the boards, I think they will ask you for photographic proof of the damage, so ask your buyer to take photos of the damage and packaging as they rteceived it, then forward this to Aus Post.

Aus Post do havve a discressionary payment of $50 (but it may only be for lost items) but push for that anyway.

Apart from that, I don't think there is anything that you can do other than wait for a SNAD through PayPal, a negative and to refund the buyer (if they show you prrof the item is damaged of course.

I'm wondering if it is worth your while to ask them to return the item and then you will refund them - at least this way you know they don't get your item and your money if they are trying to pull a swifty.

[putney32]

aust post do not offer a ''fragile''service, so insurance does not cover you for breakages anyway.  the item and packing should be taken to the po by buyer for aust post to ascertain if the packaging was sufficient, but anything ''breakable'' should be posted well boxed.  and yes, you will be required to refund for 'item not as described'

[digital*ghost · Accepted solution]

Extra cover is supposed to insure against loss or damage - but only when the parcel was packaged sufficiently and AP can confirm they caused the damage themselves.... Quite bemusing "cover", really. (That you have to pay more to be compensated for damage AP will admit to causing).

http://auspost.com.au/media/documents/Schedule_01.pdf

[reallygoodbits]

Hi,

Thanks for the replies. I sold a heap of my Mums fragile items at the same time. Fine bone China, crystal etc etc. Not 1 item was damaged except the sturdy statue that was also extremely wel packed& even had solid polystyrene around it. The buyer complaine dI did not put it in a box, but I make my own boxes out of polystyrene which are safer than a thin piece of cardboard. She did say she' send photos.

The item cost me $18 to post plus a heap in packing materials . If I'd have wrapped it is just a single layer of bibble wrap liake many sellers do then, yes it was underwrappeed, but I overwrap to the hilt & have never had a breakage until now. Sometime sAUs Post may do things to parcels so they'd break no matter what. I once received an items with tyre marks on the packaging! Luckily it was only clothing but still!

It's a lot of money for me to refund after I took more than due care in packing. I will ask for a photo if she replies to me again.

[thecatspjs · Accepted solution]

In the case of goods damaged by Australia Post that have been packaged appropriately to withstand AP handling, it is the addressee (the buyer) that can initiate a claim through Australia Post by taking goods and packaging to their Post Office and completing necessary claim form - compensation levels vary according to the post service use, but at a minimum AP can grant up to $50 on a discretionary basis if no other insurances were in place. 

Reallygoodbits given your buyer has indicated that in their opinion the goods were not packaged appropriately, they are probably not going to be helpful and seek to pursue compensation in this way. Its a tricky one to manage for sure.

[reallygoodbits]

Thanks. Am still waiting to hear back from buyer. They said words along the line of whay go to all the trouble of packign & not putting it in a box wich to me shows they realise that I went to a lot of trouble protectung it. It was just teh box that was the issue ( & a thin piece of cardboard wouldn't have helped itf it was smashed as they described. 

I spoke to Paypal too & they said the buyer has to lodge throug them with astst dec proving it broke in teh mail & not by them.  If they contact me again I'll give them that option plus the ones above. The amount is about $48 all up incl post. The item is worth well over $140. So sad as I decided I ddnt really want it sold but it already had bids so I followed through.  I was also goign totake it with me as I will be going on holiday near teh buyer. Was goign to see if they'd like to collect it to save on post. As my Mum passed away last week though I just decided to post it & get it out ASAP.

Uuggh.Murphy's Law strikes again.