Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
The item arrived damaged at the buyer's place. He simply didn't want to file a transport damage report.
Hello
I’m a private seller here and sold a console (Super Nintendo)
It arrived at the buyer damaged. Too bad, things happen, but neither the buyer nor I as the seller are to blame. It was also packed more than sufficiently and securely. The seller also took pictures. I received them and you can see on one corner a crack or dent where it’s clearly visible that something with a sharp edge was hammered into it.
I asked the buyer to make a transport damage report. But the person didn’t see the point in that. So I handled it for them and sent it to them with the request to hand over the item and the report at a DHL branch.
But the person didn’t do that and has now handed the case over to eBay. They now want the buyer to send the item back to me for a refund.
WHAT IS THAT ABOUT?
That’s completely the wrong way to do it. What am I supposed to tell DHL now?
If I get the console back, the buyer gets their money back and what about me?
On top of that, there’s the risk that the console will be damaged even more on the return shipping.
I even called eBay specifically and explained the situation.
I was told not to worry because, after all, as a private seller you also have seller protection. Yeah, I see that. I’m really angry right now and honestly don’t even know what kind of help I’m supposed to expect here. Probably I just needed to get this off my chest.
oskar_der_wikinger
Mentor7 months ago. . . and that’s where the problem starts, as a private seller you are not able to ship an item in a way that protects it from breakage. You simply don’t have the equipment for it.
How did you pack it, and would that packaging be so sturdy that it could fall off a table without all the corners of the cardboard staying undamaged?
Edit: you added a picture afterward, the item being shipped could move around in the box, the classic packing mistake.
dfb4ever
OP7 months agoAccording to your logic, private sellers don't even need to send packages insured, since they can't have the equipment (bubble wrap, packing paper and air pockets)?
perfect-sally
Mentor7 months agoYou can argue however you want, you’ll come off second best.
We can’t write here what you’d like to read; we’re telling you how eBay handles it and how it’s gone for many other users before you as well.
You’re welcome to try filing a complaint with the parcel service and see that it gets rejected.
oskar_der_wikinger
Mentor7 months ago@dfb4ever with over 30 years of shipping, trust me, I know what I’m talking about.
The majority of shipping damage happens because the item being shipped can move around inside the box and smash its way through it to the outside. Very rarely does the damage come from the outside in.
You know from physics, mass + speed = bang, meaning that if the package falls and the item has space in the box, it keeps moving even though the box has already come to a stop.
dfb4ever
OP7 months agoBut I do know a little about it 🙂
For me, it's not really about the damage itself, but more about the buyer's behavior, or rather doing nothing.
Damage can always happen, as I also wrote in the opening post.
I'd like to attach more photos here, but unfortunately I can't. You can clearly see that something with a sharp edge flew into my box, meaning from outside to inside. Oh well. I'll just wait and see how it goes.
turbotuentchen
Mentor7 months agoHey,
the buyer would already have an obligation to cooperate, but what are you going to demand when the buyer is swinging in the buyer protection hammock and shows no interest ?
You'll have to put up with it, unfortunately....
Next time you pack the goods too well and get a bad rating because of too much packaging material and accusations of environmental pollution ....Been there, done that.
dfb4ever
OP7 months agoYes, unfortunately
Let's see how this goes.
At least one person who at least understood what my main point is.
The duty to cooperate and I would have expected eBay to tell the buyer, "Hey, listen, take it to DHL for inspection. There's shipping damage here. DHL should take a look at it first."
perfect-sally
Mentor7 months agoThat wouldn’t work from the outset because buyer protection only applies for 30 days. And from experience, the parcel services need several weeks or months to come to a conclusion. And 99% of reported damage is rejected anyway.
oskar_der_wikinger
Mentor7 months agoSmall tip for the future @dfb4ever
I already wrote in another thread today that I ship a lot to Italy, sometimes up to 30 kg.
I protect every cardboard edge with this
Doesn't have to be Tesa since it's too expensive, tape from a discount store is enough too. Depending on the weight, sometimes more, sometimes a bit less. But it's already a good start.
voli-maus
Mentor7 months agoPacking paper is not sufficient, @dfb4ever .
The shipping is then more protected against loss than against damage.
You can read the shipping conditions with any shipping provider, @dfb4ever .
dfb4ever
OP7 months agoIt wasn’t just packing paper, and it’s not true that the shipping provider only covers loss.
DHL also liable for damage (see image)
perfect-sally
Mentor7 months agoWho says that the shipping provider ONLY covers loss?
I can’t find any such claim here.
And what you’re posting here is additional transport insurance and has nothing to do with your case.
voli-maus
Mentor7 months agoYou had taken out the transport insurance, @dfb4ever ?
dfb4ever
OP7 months agoMy mistake, that is of course the additional transport insurance.
I didn't take that out.
Nevertheless, as far as I know, there's also one included in the standard version.
(Compensation for the material damage to the shipped goods (replacement value), if DHL caused the damage through fault)
voli-maus
Mentor7 months agoWhat does that mean, @dfb4ever ?
Surely no employee of the company is throwing the shipment around on purpose.
voli-maus
Mentor7 months agoWhere do you know what equipment a private person has at home to ship items in a break-proof way, @oskar_der_wikinger ?
I myself prefer the box-in-box method for items that are very fragile.
And touch wood, it has always worked. 😊
oskar_der_wikinger
Mentor7 months ago@voli-maus
Box within a box only works if there are no voids; otherwise that version won’t work either, but it’s definitely pretty sturdy.
Many people make the mistake of filling voids with newspaper.
After a drop, though, newspaper doesn’t go back to its original shape, and voids form.
We had special packing paper, sold by the meter off the roll, which held its shape better, and then reinforced the edges with the tape mentioned above.
I’m deliberately writing in the past tense because my work with that is over; my current employer doesn’t expect any packaging skills. 😂
perfect-sally
Mentor7 months agoBut the person didn’t do that and has now handed the case over to eBay. They now want the buyer to send the goods back to me for a refund.
That is exactly the correct and eBay-compliant way!
Too bad, it can happen, but neither the buyer nor I as the seller are at fault.
Really? So who packed it then? You or the buyer?
It was also packed more than sufficiently and securely.
Apparently not, otherwise the item wouldn’t have been damaged!
Go ahead and file the damage report yourself and you’ll see how the parcel service reacts. 99% of the time you won’t get anything!
The refund to the buyer is justified and I recommend you arrange it yourself before eBay steps in. Because then there’s another defect on the account.
dfb4ever
OP7 months agoItems can also be damaged even when everything is packaged properly. That’s why there’s the option to file a transport damage report. Unfortunately, I can only attach one picture; you can see that everything is packed properly with packing paper, bubble wrap, and air cushions.
I already filed the damage report for the buyer, since they didn’t want to do it.
However, DHL wants the damaged goods along with the report dropped off at a branch so they can inspect it. The only thing the buyer would have had to do is print out the report I filled out and take it to a DHL branch.
For private individuals, the question of liability for transport damage depends on many factors. One of these factors is which platform the buyer used to purchase the goods from the private seller. If the purchase was completed via an online platform, then the seller does not have to bear the transport risk and cannot be held liable either. As a private individual, the seller only has to assume liability if the sold goods were obviously packaged very carelessly by the sender and if this carelessness was the cause of the damage.
However, if the seller packed and shipped the package appropriately, then the transport service provider bears the liability risk. The question then is how much liability the delivery service assumes. There are differences between the individual providers in this regard. The person who wants to assert claims against the transport service provider bears the burden of proof. It is therefore up to the claimant to prove that the package damage was caused by transport.
perfect-sally
Mentor7 months agoYeah, stick to your opinion if you know better. Ebay will sort it out if you keep being stubborn!
dfb4ever
OP7 months agoI'm not being difficult, and it's not an opinion that as a private seller you're not liable for that 🙂 On the contrary, I even looked up the claim form, filled it out, and sent it to the buyer even though that wasn't my job. I tried to make sure everything went the right way. The right way would have been for the buyer to take the whole thing to DHL. He would have gotten the refund anyway since the item arrived defective to him.