Ebay problem...What do you think????

[clovis]

I just sold some stuff for my father in law on ebay.

Three items were different Jack Daniels advertising items. All three items were stoneware jugs, made to look old.

One buyer bought all three items. He got a bargain on the two rare items, but really overpaid for a very common JD jug. This jug is so common that I almost passed on listing it.

The buyer is now saying that the very common item, the one he overpaid for, was broken on delivery.

Insurance was declined.

All items were paid for via paypal.

Items were extremely well packed...I think my wife used a months supply of bubble wrap and double boxed each item.

The buyer has 100% on 11 feedbacks. I have 100% on 239 feedbacks.

I find it odd that the buyer has purchased two identical items in the past two weeks for a fraction of what he paid for mine. He bought one for 9.99 and another for 19.99, yet paid $36 for mine.

(I really hate to refund on this....not because I am a grinch, but my FIL really needs the money, which I have already given to him, and I assume is already spent on neccessities. This refund will be coming out of my pocket, since asking him for the $36 back would be VERY difficult to do right now.)

What do you think???

What would you do, and what is your policy on broken items???

Please point out the obvious and the not so obvious. I am trying to see all the sides to this.

THANKS!!!!
Clove

[FiddleKat]

Where all three items shipped together?
It sounds as if your wife went to great lengths to ensure the safety of their delivery.
Honestly, I think the buyer took a chance on not getting the ins. and I would be not so inclined to refund the money.
I know whenever I buy something on eBay, depending on what the item is and the amount I sometimes go for ins. I recently bought a vintage fiddle, and opted for ins. because of it. If I bought something more common, I would choose not and take the chance.

[clovis]

I agree about the insurance, but am really torn as what to do.

One other note....even though my ad said "I will combine shipping", the buyer paid shipping on all three items. I think there was a $12 profit on the shipping, which I had planned on refunding.

Anyone else want to chime in???

Thanks!!!!!!!!!!!!!!!

[FiddleKat]

I think if you plan on refunding the $12, that is reasonable. Considering you did offer combined shipping.
Perhaps telling them that you will be willing to offer the $12 but because they chose not to ins. it that it was out of your hands. Which is the truth.

The other thing, did your listing state ins. optional, or recommended.
Maybe the next time putting that in will also give you more coverage in case something breaks.
It's certainly not your fault the item broke. Once it leaves your hands you have no control as to how the package is handled.

[HeavenHelpMe]

I demand they insure the item, period. Anything I ship, they either buy the insurance or they don't bid.

[Junkmanme]

It is the buyer's responsibility to purchase the insurance if he so desires.

[Spinner]

When the buyer declined the insurance he/she was taking responsibility for any damage during shipping. I think ebay and/or paypal would not see it that way. I'd paypal the $12 to him/her and hope they excepted it and dropped any other complaints. If they push it, you also might use ebay mediation.

[Paranoid]

smells fishy.

refund the 12$ extra shipping, it is his money anyway according to you. he didn't choose insurance, and you aren't the insurance company so that's that. live and learn.

[sycamore]

Gee, when I buy something it usually says you must purchase insurance.
Or the seller is not liable for anything broken during shipping if you opt out of insurance.
You may want to post that next time you sell.

[SHELBY]

I need to chime in here on this,

With ebay and paypal, the buyers responsibility to buy ins is a moot point now, because he paid with paypal. According to them it is the sellers responsibility to get the item to the buyer, in the exact same condition that it was listed in.
If the buyer files a claim with paypal about the borken item, he will very most likely win the claim and get the money back for that item, and most of the time the shipping he paid, ( not sure about the shipping part)

[Wisconsin Ann]

If someone buys a breakable and doesn't buy insurance, it's THEIR problem. Yes, I know you feel bad, but for heaven's sake.....sounds like the guy got "biding frenzy" and now thinks he can get his money back.

did he contact the shipping company? (fedex, usps, whatever) Was there evidence of damage to package?

You offered to insure it. He declined. His problem. Maybe next time he'll get insurance. If you give him money back he may do this again to someone else.

as for you: next time, include insurance price in the shipping

[clovis]

Thank you for the replies!!!!

Paypal is what concerns me the most. It is my understanding, too, that if the buyer files a claim with Paypal, he will most likely win, including insurance.

I am going to attempt to work this out with the buyer....and I hate to since it wasn't my product or money. I was just selling it for my FIL.

No good deed goes unpunished, LOL!!!!!

Clove

[doozie]

I would respond, Sorry, it is not our policy to refund monies on items not insured, we took extreme measures to get the item to you safely, but we are not responsible for the item once it leaves our hands. I would also not refund any shipping/ handling he paid for the item. He agreed to your terms, and now he wants to change them??
In addition, if he wants to leave you negative feedback, you can respond "insurance declined, other items shipped at the same time arrived safely" and just leave it at that.
Plus, what proof did he offer you that it even was broken??

[highlandview]

I give full refunds on broken items, but the buyer has to ship it back to me at their own expense. (Just like a regular store.) This should probably clear up wether or not he is being honest. The worst he could do is break it on purpose and mail it back. But, even if he does that he is going to have to spend at least eight dollars mailing it back to you. Does your listing say insurance is the option of the buyer and seller is not responsible for broken items on uninsured purchases? If that is the case just reiterate the policy to him. Items like jugs can easily break in shipping especially around the handle. The handle should be bubble wrapped with its own piece and taped. Then the jug should be double boxed.

[RachAnn in NW Okla]

I like the full refund if he ships the broken item back at his expense

and next time you list a breakable item make it insurance necessary

Rachel

[heather]

Common sense would tell you that the buyer is responsible, since he chose not to purchase the insurance
Unfortunately, LEGALLY, the shipper is responsible.......trust me, I've been through this. You can say whatever you want in your item description (ie, buyer responsible) but if he decides to push it, you're out of luck.
After my run-in with a similar problem, I now require the buyer to purchase insurance on all breakable items.

[Anita in NC]

I would say do not refund the $12 for the over charge in shipping. I bought a part the other day and had to pay $5 shipping and the actual shipping was less than a dollar but that was understood when I purchased the part - I knew there was no way that little part would cost $5 to mail.

I believe you are responsible for making sure the item gets to the customer intact. So next time require insurance for breakables. In the meantime have him ship it back at his expense and refund the money.

Put it down to experience and next time require insurance.

[CoonXpress]

From what I can gather, all 3 items was shipped together. The only piece "broken", is the one that he overpaid for.
Have him ship the broken piece back, then refund, just the amount of money for that 1 item.

[Trixie]

I do think maybe the thinking is that the seller is responsible for getting the item to the buyer - as wrong as that may be.

Personally, I self-insure up to $20, as in just refund. I strongly suggest the customer buy insurance for anything over $20 - if customer refuses insurance, I purchase it myself, if it is breakable. Over $50 I get stronger with my suggestion, but still purchase it myself it they don't.

That just keeps my anxiety and blood pressure down.

A once sold a book, insured it myself, the PO must have used it for a frisbee because one corner was really bumped when the customer got it. She emailed and I told her to file for insurance, but she said she would have to give up the book if she did and she would rather have the book. She allowed as to how I had wrapped it very well and it wasn't my fault. I didn't feel I should refund under those circumstances.

Good luck, I hope you let us know how it comes out.

[A'sta at Hofstead]

Lots of people are using UPS now because the item is automatically insured. Our items aren't breakable for the most part, so we don't require insurance or use UPS.