Item arrives broken.

goldspec1
Community Member

on ‎08-02-2021 05:52 PM

What should I do if an item arrives broken such as glassware?

0 Helpful

twyngwyn
Community Member

on ‎08-02-2021 05:57 PM

take photos & message the seller....where did it come from?....is AP to blame or another carrier? How was the packaging?

Not enough info for us (buyers & sellers) to give an informed opinion

kopenhagen5
Community Member

‎08-02-2021 06:34 PM - edited ‎08-02-2021 06:35 PM

I usually take pictures of the item and the packaging if that is damaged.

Then send them to the seller with any relevant info I can give in case the seller wants to make a claim with their carrier.

 

Depending on the helpfulness of the seller will determine your next course of action.

 

(I retain the items and packaging of course as evidence)

image host
0 Helpful

instylecollectables
Community Member
In response to kopenhagen5

on ‎08-02-2021 07:00 PM

Most glassware I receive comes well packaged with styrofoam around it with fragile stickers all over the parcel.

If it's not well packaged then it should be the seller responsibility 

0 Helpful

kopenhagen5
Community Member
In response to instylecollectables

on ‎08-02-2021 09:14 PM

@instylecollectables wrote:

Most glassware I receive comes well packaged with styrofoam around it with fragile stickers all over the parcel.

If it's not well packaged then it should be the seller responsibility 

That's correct, and if AP for instance deems the packaging as inadequate, seller is wholey responsible.

I can't remember the figures but packaging should withstand having something like a 10kg weight dropped on it from shoulder height.

image host
0 Helpful

davewil1964
Community Member
In response to kopenhagen5

on ‎08-02-2021 09:22 PM

@kopenhagen5 wrote:
@instylecollectables wrote:

Most glassware I receive comes well packaged with styrofoam around it with fragile stickers all over the parcel.

If it's not well packaged then it should be the seller responsibility 

That's correct, and if AP for instance deems the packaging as inadequate, seller is wholey responsible.

I can't remember the figures but packaging should withstand having something like a 10kg weight dropped on it from shoulder height.

22kg from waist height. That's the height of the conveyers, I believe. And 22kg is the max parcel weight.

katistrophik
Community Member
In response to davewil1964

on ‎09-02-2021 04:57 PM

I agree the seller will be at fault if the packaging is poor, but I always thought AP went  little overboard.

 

22kg is quite a weight to be dropped on to a package [especially if glass is enlosed] even if it is well packaged.

 

I wonder do AP ever take the responsibilty? or do they have that nasty little disclaimer that most carriers have in the [very] fine print

0 Helpful

lyndal1838
Honored Contributor
In response to katistrophik

on ‎09-02-2021 05:06 PM

22kg is the maximum weight that AP will carry so it is always a possibility that a parcel of that weight will come off the end of the conveyor belt into the cage containing smaller parcels.

I have had a claim accepted for a package from the USA which was not well packed.....maybe because AP was able to claim on USPS.