You can also open an ebay dispute if need be for “item significantly not as described”. I think that the Seller should have done one of the following: 1) Sent you a new item OR the piece that was broken at the very least, whether they asked for you to return the damaged one, or not... 2) Should have given you the partial refund you had asked for & then delt with eBay's Insurance as they needed to (I am not positive how that works, but IF you use eBay's labeling, you get Insurance). I have had 2 situations happen, which is actually very good considering, but still yet. 3. Refund the buyer in full and then deal with your ins. For damaged items, the situation is more difficult. Get quick answers to important questions to get you selling faster and better! A store or seller must not accept payment for a product if they: 1. do not intend to supply it 2. intend to supply something different from what the consumer ordered 3. know, or should have known, they would not be able to supply the product in a timely way. Please see They have requested a full refund and I will do so as I always want to do the right thing, but not having had this happen before and having taken all reasonable care and beyond in packaging, wonder what others think about who should be responsible for this? The second issue was a powder compact. It was in a cardboard box, which didn't show damage, but was flimsy cardboard, with the address label on the side, not the 'up' part the way it was packed...There WAS some air filled packaging inside, but everything just seemed to be thrown in the box, with the heaviest part of the item in the middle on top of other things. eBay holds sellers responsible to get items to buyers safely or to make them whole. Hopefully your seller will be cooperative once the claim is put in. With this item, I refunded what the Buyer paid fully & also replaced the Compact. eBay protects buyers if items arrive damaged, and sellers should consider insuring their items to protect themselves against loss." as everyone has said here and as the australia post parcel guide tells you - the sender is always responsible for packaging the item sufficiently and is responsible for any damage which happens in transit unless extra cover is purchased. If your item hasn’t arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. Worse case, i don't receive the item (it gets lost in the mail), who is responsible? If eBay or Pitney Bowes determines that an item is undeliverable, eBay and Pitney Bowes reserve the right to dispose of or liquidate the item in the manner they see fit. GSP_seller is protected (You aren't responsible for item loss or damage that occurs after the item is forwarded by the US shipping center. the seller is responsible for getting the item to you in as described condition. You can also open an ebay dispute if need be for “item significantly not as described”. Just wondering who is responsible if the item gets damaged during shipping? Does that sound right? Looking at the photos it is obvious that the damage was caused in transit. I recently sold my first item on ebay, it was a yu gi oh trading card i sold for 115 euro's. When the machine answered I said "global shipping program damaged item". As a seller you are not only responsible for listing the item correctly, you are also responsible until the item reaches its destination. You aren't responsible for item loss or damage that occurs after the item reaches the UK Shipping Centre. It is now up to you to pursue the postal service and claim for damage. It is not possible for sellers to claim that they cannot be responsible for missing or damaged items, even if stated in an item listing. RM state the item & packaging must be retained for inspection. The buyer has advised me that the item has arrived damaged. The buyer can accept your offer for a partial refund, request a different amount, or suggest a different solution. Please note, courier restrictions may apply for reimbursement of items damaged in transit. claim. If you are unable to submit a claim online, … The seller is responsible for safe delivery of the item. Keep us posted please! Give support, share information, and connect with fellow members. The seller is responsible for safe delivery of the item. I talked to my seller about it and he confirmed that it was in good working order when it was shipped. Find the shipping label for the item and select Create claim under More actions. 01:00 PM. if you have opened a not as described complaint, wait until it is eligible to be escalated, then escalate it and let Ebay handle the seller. If the damage is severe, it should be picked up at the shipping center or by the parcel carrier. The people who are saying the buyer is responsible are either not sellers on ebay or have never had any experience with Paypal SNAD claims (significantly not as described) broken and damaged fall under that catagory. Go to Shipping labels - opens in new window or tab in My eBay or Seller Hub. Copyright © 1995-2021 eBay Inc. All Rights Reserved. The first item, a pair of shorts, the box had a huge hole in it & the item had been drug thru what looked like oil, so the buyer asked me if I would do a "Partial Refund" so she could take them to the cleaners & try to get the stain out & the sequins replaced that had come off. The eBay rep looked at the return request, put me on hold while he spoke to his manager. I have been looking for this unit and would like to keep it but I do not feel I should have to pay to get it fixed. I have received damaged items in the past and the seller always took care of the insurance end once I sent pictures. A store or seller that accepts payment for products must supply them: 1. within any timeframe they have indicated, or 2. within a reasonable time. You aren't responsible for item loss or damage that occurs after the item reaches the UK Shipping Centre. (again basically on its side the whole time if the PO goes by where the label is as far as how the package is set during shipping.). Once an item has been forwarded by the UK Shipping Centre, you won't be responsible for refunding the buyer if an eBay Money Back Guarantee or PayPal Buyer Protection case is filed against you for one of the following reasons: It was a coffee machine and the reservoir tank (plastic) now has 2 very large cracks in it from something apparently knocking into it during shipping. For additional information, see the Global Shipping Program policies and FAQs. It is not possible for sellers to claim that they cannot be responsible for missing or damaged items, even if stated in an item listing. I am an ebay "power seller" so I have had items arrive to buyers with shipping damage. He should have to do this at his expense, but if people open cases ebay have sometimes been making sellers pay the return postage even from the USA (which is not what is supposed to happen). Also it is not legal to sell outdated, expired food. I ordered an iphone off ebay and got it for a great price. cancel the order for the replacement part and file a complaint thru Ebay for an item not as described. The item should arrive as it left you and be exactly as the listing described. If a product ordered online has not arrived within either of these periods, the consumer can ask the store or … I ordered an iphone off ebay and got it for a great price. Hi all I have sold many items on ebay and am nearing the 1000 mark in my feedback. That means packaging properly so that damage doesn't happen. You … Mail order law requires the seller to ship product in the condition described right to the customer. BUT had this item been packaged appropriately, there may not have been any issues to begin with. In these cases, we will not require the buyer to return the item to the seller.". Either way, the seller pays for the damaged item. who do I contact when the item I purchased was damaged in shipping? on the seller is responsible for getting the item to you in as described condition. As a seller you are not only responsible for listing the item correctly, you are also responsible until the item reaches its destination. thats crazy. The item was still in factory shrinkwrap but there was no padding for it and it was just placed in a box and shipped. Who is responsible for filing the insurance claim on an item damaged in shipping? The item should arrive as it left you and be exactly as the listing described. Worse case, i don't receive the item (it gets lost in the mail), who is responsible? If your courier company doesn't offer insurance for items they've damaged, there are plenty of other couriers who will (and some automatically offer insurance for no extra fee). RM state the item & packaging must be retained for inspection. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. Check the seller's return policy in the listing to see who is responsible for return postage costs.. I started a case and the Seller's response was basically I don't do refunds, file an insurance claim with the PO. in most cases, the seller refunds the buyer and then handles the insurance claim, as the insurance covers the seller. (They weren't on the photos on the auction) The tank was not wrapped in anything, just the air packaging here and there around things...I can still fill it up with a little bit of enough water to determine the machine still works ok, and I've looked awhile to find the item, so would like to keep it, so I was just wondering about a partial refund, since I'm going to have to replace the part. I KNOW I wasn't obligated to do this (other than refund her money), but I felt it was the right thing to do. I looked and couldn't find one. Hopefully your seller will be cooperative once the claim is put in. I am an ebay "power seller" so I have had items arrive to buyers with shipping damage. One trick worth trying is to keep a supply of biscuit and sweets tins on hand as mailing boxes. More often, damage is not seen and reported until the buyer receives the package. It's policy. If an item went missing and never arrived, you'll either need to provide additional tracking details from one of the shipping carriers integrated with eBay, or offer a replacement or refund. in most cases, the seller refunds the buyer and then handles the insurance claim, as the insurance covers the seller. Most buyers are considerate enough to wait until you file claim. The seller pays for return shipping if they offer a free returns policy or if the item was damaged, faulty, or doesn’t match the listing description. points 6.2.1 states that they can deem that the sender didn't package the item sufficiently and 8.1.3 and 8.1.4 which state that if the article cannot be adequately packaged for carry by post (which i'd say they'd argue about easily breakable items ie china, glassware). I did file an Insurance Claim with the Post Office, however, and gave her some "tips" as to what she might be able to do to the original shorts in order to be able to wear them. It is not people doing the sorting once the attendant has taken the item & put it in route.. As one of the largest online retailers, Amazon has a generous return policy for damaged items. If you're sending an item back because it doesn't match the listing or it arrived damaged or … If the returned item is used, damaged, missing parts, or is damaged during return postage because it wasn't packaged correctly, some sellers might deduct from your refund to cover the loss in the item's value. Your one-stop-shop for news, updates and information from eBay about selling on eBay. If you lose the claim,you still have t o refund him in full,if you want the item back,you pay return shipping Also all the coffee that was included with the sale seems to have expired almost a year & half ago. Who is responsible for items damaged in transit? Same would go for a coffee pot (glass OR plastic), electronics etc... And it IS, in my opinion, the Seller's responsibility to package whatever the item is well for shipping. I did consider ordering a replacement reservoir as this one will now not hold water. posted by Gamblor at 1:23 PM on February 12, 2007. If they don't step up and make it right, eBay will make them. 2. Fill out the claim form. I sold an item to a buyer in America and used the Ebay Global Shipping Programme (for the first time!). I'm very happy, the only thing is that the seller insists on using basic USPS shipping without insurance. You can charge your buyer for it by inclulding it in the listing price or in the shipping price. If the item was damaged or faulty, they’re responsible for the return shipping costs – if you changed your mind, who covers the cost will depend on the seller’s return policy. Have your own post office run a trace on this missing package.. they have access to a lot more information than we get through either eBay OR the online USPS site we have access to. Should I in future make it a condition of sale that damage in transit when all reasonable precautions to avoid that  are at the buyer's risk, or is there an ebay policy. If you file with Paypal,then you pay return shipping. You and the buyer can communicate through the Resolution Center to agree on an acceptable amount for a partial refund. I never argued with a buyer in these cases but paypal wouldn't even hear of it if I had tried to. Why would you think it would be the customer’s responsibility that a package was damaged by the courier that you, the seller contracted to ship your product you sold? If your item isn’t located in 30 days, it’s declared lost, and there’s a round of paperwork and processing to do before you get your money. Amazon. The coffee's expectation date is long past by over a year. His response shoud be, imo ~ if the item is so damaged as to be unusuable (sellers are responsible to pack well enough so item isn't damaged during shipping) keep the item and I will refund your purchase price plus shipping. or ask him to return it for a full refund. Consider item weight before you list, both for shipping damage and paying shipping in both directions on a SNAD claim. Again.. Under eBay’s Money Back Guarantee rules , sellers must take responsibility for missing items unless tracking information proves that the item was delivered correctly. I have recently had a buyer give me a neg because the item was damaged in transit. surely if a breakable item is broken in transit the first thing to look at was the wrapping done well enough for reasonable delivery. Hopefully your seller will be cooperative once the claim is put in. Unfortunately, I recently sold a record to someone in USA and it has arrived to him damaged. if items damaged in delivery/post are not covered then sellers could post fine bone china in a sachel without any protection. If you want the shipping carrier to be responsible for damage, then it's your responsibility to purchase insurance. It's not an optional. I have a seller telling me that must go to the PO and make the claim. If you get that you can refund and claim compensation from Royal Mail. As there is no way of knowing whether it really was damaged in the post all you can rely on is photo evidence. Item damaged in shipping - who is responsible for the insurance claim? You'll receive an email confirmation about your claim, including the policy number, claim amount, and claim number. Who is responsible for items damaged in transit? 30-11-2014 4:37 PM. Who pays the shipping costs depends on the reason you’re returning it. you have the Ebay Money Back Guarantee. If he wants the item back, it his responsibility to send you a shipping label at his cost. All I am asking for is to be made whole I should have received this item in the condition that it was listed in. Who pays for return postage. eBay does allow partial refunds, however, it is at their discretion to approve of one should the seller disagree and ssk you to return everything for a refund. When the buyer makes his purchase, the shipping address given is where the item is expected to be delivered, and it it never arrives, the buyer gets his money back. Undeliverable items may not be returned to you. Ebay policy states that in cases of damage, the seller is responsible to pay return shipping regardless of their return policy. I'm just wondering if I (as the buyer) should be the one to have to do that. You could offer a partial refund. You also have the option to submit photo documentation along with your claim. seller did not insure the package so woe to the seller,it does not matter who damages the item,seller is responsible for safe delivery of the item she sold,she should refund or replace and then file claim with the carrier. Unfortunately ceramics, china and glassware are quite high risk items to sell on ebay, due to the risk of breakage in transit. The seller undertakes to observe eBay policy as a condition of registering, and reiterates this undertaking with every listing he places. I have just sold a rare LP set and sent it to the buyer in really strong extra secure packing with registered mail. Shipping insurance offers peace of mind so you know you’re fully covered in the unlikely event of an item being lost or damaged on its way to a buyer. thanks Steve You can refund the buyer in the Resolution Center. That got me speaking to the right department. On the Amazon platform you, the Seller are responsible for the item as it is in the hands of the carrier you contracted with to deliver it. If the item was damaged or faulty, they're responsible for the return shipping costs – if you changed your mind, who covers the cost will depend on the seller's return policy. Buyers may be asked to provide written proof from an authorized third party detailing the cost of such repairs. I took clear pictures where you can see it is not damaged and i carfully package it so could'nt bend or fold. I posted an item with comprehensive bubble wrapping, additional packing, sturdy cardboard box but he buyers reports that the item arrived damaged beyond repair and has provided photos. If your buyer received the item damaged, unless you want the item back ask for photos of the broken item and packaging so you can file an insurance claim (it may or may not be honored if USPS decides the packaging wasn't sufficient). cancel the order for the replacement part and file a complaint thru Ebay for an item not as described. Yes, even if the buyer didn't opt for insurance. … you have the Ebay Money Back Guarantee. Here's how the seller may respond: Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund – depending on their returns policy, this may or may not include the original shipping cost. If the buyer got their item but it’s faulty, damaged, or doesn't match the listing description, you need to work with them to resolve their issue (you also have to cover the return shipping costs). I DID NOT use eBay's labelling during this time (I was new to all this), but I DID have $50 Insurance thru the USPS, so I refunded her that amount... After finding out that the cleaners was unable to get the stain out, I REPLACED her item & sent her a brand new pair of shorts. I am an ebay “power seller” so I have had items arrive to buyers with shipping damage. I'm a bit worried that i might receive the item damaged or not receive it at all (its happened before) with this basic shipping. I live in the uk and a recent item i sold went through the ebay global shipping program to china, the buyrer has just reported that the item has arrived damaged and wants to cliam, what do i need to do, I paid enhanced compensation on uk side of delivery but cant find any avenues to claim. Shipping insurance | eBay 559063637705 30484981-c792-404d-907a-74781ff2f317:176af829852 19997 To complete your return within 30 days of receipt of shipment your more... 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