Goods damaged by Customer accidentally
Hello
Just curious, what would you do?
Customer was sent a £100 waterproof jacket, which was sent in a box and was thoroughly checked before it left us as it had been hanging in the shop for a while. Get a phone call this morning to say it has a tear in the back, which I know for a fact was not there before and I suspect has been caused by the blade used to open the box.
Any suggestions would be helpful
thanks
Goods damaged by Customer accidentally
Hello
Just curious, what would you do?
Customer was sent a £100 waterproof jacket, which was sent in a box and was thoroughly checked before it left us as it had been hanging in the shop for a while. Get a phone call this morning to say it has a tear in the back, which I know for a fact was not there before and I suspect has been caused by the blade used to open the box.
Any suggestions would be helpful
thanks
18 replies
Seller_qZO3ZCjoBXEeL
Don’t pack delicate fabrics/textiles or things easily cut in a box that needs sharp implements to open, use a bag to send them instead?
Seriously you can ask the customer to return the item to you for inspection but you are going to be in a he said/she said situation.
I expect @Kika would say have the goods returned to you, then deny a refund as they are not in the condition you sent them out. At worst they’ll raise an A-Z (which they are likely to do anyway) and you can defend it - probable outcome Amazon pays for the refund out of its own pocket.
I’d seriously think about your packaging through - at least put a sticker on the box reminding/warning people to be careful when opening them.
Seller_LLygqW19Oi1pq
Unfortunately there is one way to go here. The buyer returns with, defective/damage reason, you replace or refund. Even though you may have packaged the item very well, there is no way of knowing for certainty that the buyer damaged the item.
Seller_b7P0T86YSkbXC
A tear and a knife cut should be easy to tell apart once you get the garment back. Take it from there.
We sell some items of clothing that are too fragile to simply go in a mailing bags so we box them, no tape involved and then put the box inside a loose fitting mailer which is easy to tear open or cut without any contact with the box.
Seller_Y7UnWYu37AGpp
Recently I bought a 12 kilo bag of dog food which arrived in cardboard box sealed with packing tape. I used a stanley knife to cut the tape and managed to cut through the dog food at the same time. Not a big problem, though dogs got a unintended second breakfast. It made me adjust my packing to include a layer of cardboard under the seal when I ship in a box.
Seller_xUKHc5xSYJmI4
Some time ago Amazon seller support used to respond to these types of queries on the forum but rarely see any posts from them.
Have you got a photograph of the tear?
Seller_BeDCXFnol2weV
sorry to disappoint you, but you can not blame the customer or the courier at the end of the day you sold it so are responsible for any outcomes good or bad, the only way to stop this sort of thing that will happen again and again is to stop selling on this site or the bay as the customer is always going to protected, simple as that.
Seller_SHpe5c4eREBFN
It is clearly the buyers fault but it’s always common sense to ask ‘What If’ when packing (Or anything else for that matter)
Sadly we sellers are always responsible for the stupidity and ham-fistedness of buyers!
.
Seller_MrH730h4ShWnt
This happened to me, low value item luckily.My garment was sent in a bag that could have been torn yet the customer opened this with scissors. I asked for images and advised that we take images of all items before they leave us.
Customer sent over the image and low and behold there was a clean snip in the item, not only that but in the background of the image was the grey mailing bag and a pair of scissors. We stated these must have been damaged when the package was opened. The customer admitted it and bought another, guess I was lucky on this one!
Good luck, but try anf fight this if you can. Its so frustating!
