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The buyer received a different package, what should I do?
Hello, I am a private seller
A week ago I sent a package containing used goods to China through eBay’s shipping manager (packlink). The shipment was sent via Poste Italiane Crono EMS
Today the buyer writes to me saying that he received a package with different contents and sends photos that indeed show contents and a package that have nothing to do with what I sent, but with it there are also the documents from my shipment (customs declaration and tracking label).
Note: the documents are visibly photocopies, and not the originals that I had put inside the package. Evidently, customs must have removed my transparent document pouch and reattached it to a different package, or some similar mess.
Obviously the buyer will ask for a refund, but I don’t want to lose the money for the value of the goods and the shipping costs, which together come to almost one hundred euros.
eBay says to open a report on packlink, packlink says it has forwarded it to the courier and "we will provide no feedback. Any reminders will not be taken into consideration." so I can already imagine how it will end: no one will tell me anything, the buyer will file a dispute and I will lose the money.
Do you have any suggestions on how I should/can behave in this case?
I read that there is an automatic insurance coverage that also covers second-hand items, how can I activate it?
Thanks for any helpful suggestion!
marioelegio
Mentore3 years agoOn Packlink there would be included insurance coverage.
But there are so many limitations that…..Read here: https://support-ebay.packlink.com/hc/it/articles/209034425-Articoli-Proibiti-Non-Assicurabili
hi
mario
sika700
Mentore3 years agoLet's just say you've summarized very well how it's going to end.
There is no insurance coverage at all... where did you read this information?
Kind regards.
arkypita
OP3 years agoWhen you purchase the shipping label with eBay Shipping, there is an automatic coverage indicated up to €50. That’s the one I’m referring to.
sika700
Mentore3 years agoI wouldn't count too much on the automation... Packlink will definitely ask you for certain information... so ask them and if you want keep us updated, it will definitely help other users...
Best regards.