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The item arrived broken because of the courier, and they’re asking me for a refund!
Hi everyone, I shipped an item in perfect condition but as soon as it arrived the buyer is asking me to return it, sending me a photo of the broken part and asking for a full refund. I have them send me photos of the packaging and they provide them, telling me the box was destroyed; when I look at them I’m shocked by the condition the courier left it in, visibly not only broken but clearly tampered with and taped back together! So I ask whether they signed with reservation, they tell me no, also because they left the package in the entryway and by the time they went downstairs the courier was no longer there. So I took some time to look into it, but from eBay’s rules it seems the customer always wins and that I have to refund them no matter what, even if it’s not my fault, and they don’t even mention signatures with the courier at all. I also have photos of what it looked like before shipping (I take them to avoid anyone disputing the measurements), but there’s not a word about that on eBay either; it seems they have rules that go beyond national ones. What the hell am I supposed to do? Do I just get screwed over for sure?? Even the Packlink form is ridiculous, and nobody has a phone number, not even Bartolini. eBay told me they can step in in a few days, but I think it’s unlikely they’ll do anything positive for the seller... help me!
marioelegio
Mentore2 years agoProfessional sellers are responsible for the goods until they reach the buyer’s hands, by law.
Private sellers are responsible for the goods until they reach the buyer’s hands, by having accepted eBay’s contractual terms.
So you need to refund and hope to recover something from Packlink. That is practically impossible, since they’ll object to the adequacy of the packaging.
hi
mario
laersie
OP2 years agoThanks for getting back to me, but so the courier can even kick the package around and is never responsible? And what about the famous signed with reservation?
sika700
Mentore2 years agoYes... the signed with reservation, if you haven't paid for insurance, is useless.
Kind regards.
marioelegio
Mentore2 years agoFor years now no courier has asked me for a signature; some ask me for my name, but most just ring the bell and deliver.
Signing with reservation increases the buyer’s protection, but it doesn’t do much to help the seller. As I wrote to you before, they’ll dispute the packaging and you’ll have a very hard time proving that it was actually suitable.
hi
mario