I sold an item (Lionel #97 coal loader) on ebay and shipped as promised. Buyer contacted me last night via telephone ( left a message) and said that the item was damaged in shipping. He did not pay for shipping insurance and I didn't get it for him. In your humble opinions what should I do. I do not want my ebay rating to go down but do not feel like it is my fault and sold it with out a return policy. I want to be fair to both the buyer and myself. HELP!
From what I hear, they have some new policies on eBay that may make the issue mute. You may want to check what the current policies are. Don't want to pry, but if the selling price was very reasonable, the buyer may be better off just repairing the damage. I would change my shipping policies to make insurance mandatory on all packages in the future.
Dennis
TCA#09-63805
Thank you! The item sold for around $100 brand new. I feel bad for the buyer but don't think it is really my problem.I could be wrong though, it has been known to happen once or twice (today)!
You'd be surprised how many items WERE NOT damaged in shipping and buyers said so .... be careful !
As much as it stinks (and I would be disappointed if I were the buyer) he did not ask for insurance. If you shipped it UPS, they have automatic coverage up to $100 I believe. Other shipping methods I'm not sure. If there is a possibility of filing a claim, you can (or might have to) make the calls to the shipping company and do the paperwork. That would show compassion on your part. Anything above that is not your responsibility and your eBay rating should NOT go down because of something beyond your control.
If you take Paypal, which you're required to do now, every item comes with a 45-day no questions asked return policy. That's just how it is.
You can scream "no returns" all you want, but it doesn't do any good.
Always get insurance-it protects you, not the buyer. If an item arrives broken, the buyer can complain that it was "significantly not as described" and will return it to you-Paypal refunds their money. You can then file an insurance claim.
As crazy as all of this may sound, that's just the way it is on Ebay now, and there's not much that sellers can do about it.
In other words, don't sell anything on Ebay which you can't afford to lose.
There's a good reason why I no longer sell on Ebay.
I have sold and purchased train items on Ebay for 11 years. I have about 6000 transactions under my belt and one negative feedback left by a mentally deranged person. I have always felt it was my responsibility to get the item to the buyer in an undamaged condition. I pack everything very carefully and do not require insurance on most items as most people don't want the expense. If you learn to pack well, damage during shipment will be very rare. I have also purchased many items that were packed very poorly but somehow made it to me undamaged. I primarily ship thru the USPS. I have had to return only three items I purchased for damage but if the packing would have better, it would not have happened. Anyway, if I were you I would tell the buyer to return the item at your expense. Yes, you will be out shipping but you can resell the item as is, or repair it. You will have to eat the shipping costs but selling trains on Ebay is business and you have to behave in a business-like professional manner. Two times when I have asked the buyer to return the item I never heard from them again and I assume that the item was never broken in the first place. I had more of this kind of behavior when I first started selling. Damage can occur however, and you must be willing to worik toward and amicable solution but in the end the customer is always right. For me selling on Ebay is simple, use the golden rule. Do unto others......and learn to pack better.
I agree with the last two posts. When you come right down to it, it is the seller does the packing and selects the carrier. So it should be the seller that assumes the risk for uninsured packages. I wouldn't ship anything worth more than ten dollars or so without insurance.
I disagree with prior statement as I offer insurance when I sell and if you the buyer doesn't want it then it's your responsibility for not accepting it. Now if the seller doesn't offer it then I agree its the sellers responsibility. this bit about as is no returns I kinda agree with. If the seller is truthful about everything then I agree but if you get it and he hid the side that was total disaster area well then there's a problem and the bit about should of asked before bidding doesn't always hold either as a lot of people don't see an item till there's just a few minutes left as they don't always go searching for that item but see it at the last minute read description and bid.
Life's hard, even harder if your stupid John Wayne
http://rtssite.shutterfly.com/
Make sure you put a dollar limit on how much you will pay to have the item sent back to you.
"IT's GOOD TO BE THE KING",by Mel Brooks
Charter Member- Tardis Train Crew (TTC) - Detroit3railers- Detroit Historical society Glancy Modular trains- Charter member BTTS
rtraincollector I disagree with prior statement as I offer insurance when I sell and if you the buyer doesn't want it then it's your responsibility for not accepting it.
I disagree with prior statement as I offer insurance when I sell and if you the buyer doesn't want it then it's your responsibility for not accepting it.
I agree with you in principle, but principle doesn't really count on Ebay.
The bottom line is that when you sell on Ebay and accept Paypal(which you're required to do now), it is YOUR responsibility as a seller to see that the item arrives to the buyer complete and undamaged.
If the item is damaged in shipping, and the buyer claims that the item is "significantly not as described"(which would be true) Paypal WILL refund the buyer's money once the item is shipped back to the seller.
So, a buyer really has no reason to purchase insurance. By contrast, a seller has every reason in the world to purchase insurance, because if the item is damaged the seller can at least get their money back on it.
I've bought a few items where insurance was mandatory by the seller or he averaged it right into the shipping cost which seems like a good idea .... as some sellers try to spike the devil out of you on shipping anyway . I've had low cost items sent packaged like priceless ones and expensive items barely protectected ... I put the recognition of great packaging in their feedback when it is warranted . I only received one damaged item ... lucky me ... but it was evident it was damamged before it was sold and not stated as so . Insurance is usually low and any buyer should'nt mind the low added cost on a descent dollar item ... i don't .
I cannot help but notice the skepticism concerning "those" buyers and sellers on Ebay. The reality is, we are "those" people. Forcing all buyers to buy insurance is not really the answer. It just makes the PO money. There is no substitute for honesty. I don't care if its Ebay or the local train show. We all know people who have done some pretty underhanded things in this hobby. We all know the people at the train show to avoid. I have a whole book on fakes and forgeries and what to look out for. This was published by TCA because a few people in our hobby simply are not honest and they are trying to protect us from them. As a seller on Ebay I have met some dishonest people and now I can spot them a mile away, BUT 99 percent of the operators and train collectors are great folks to deal with. As a buyer on Ebay I have met some dishonest sellers but 99 percent of them are great folks to deal with also. So lets not throw the baby out with the bath water. We buy on Ebay so we can find what we want at a good price. As a buyer you can protect yourself by carefully checking the seller's feedback and asking any questions you have up front. If you get no answers or smart aleck answers then move on, because you know right then and there what kind of customer service you are going to get. And as for returns, I have only had one in the last five years and that was voluntary from a collector whose wife bought him a high priced item as a gift he did not really want. He paid my fees and I sold the item again. If Walmart can take returns, then we can. How many of us would want to buy things from a store that had a sign out front that said, NO returns, everything sold as is, buyer beware, and insurance required on everything until it gets to your car.
As far as stiffer ebay policies are concerned, we can thank the usual scammers that show up in practically every selling venue with fraudulent and/or un-ethical selling techniques. We can also thank the dealers with hard core "if you back out I will sue you" terms. Bidders can now express terms that are just as stiff.
Your typical Internet retailer amortizes insurance in either selling prices or shipping and handling fees. It's what consumers have come to expect. It's likely ebay wants to see sellers amortize insurance in their shipping and handling fees in much the same way.
ebay is no longer just a selling venue for ordinary folks looking to get rid of stuff for whatever they can get for it. It has become an enterprise for private profiteers and retailers as well. This is the US. Anytime profit comes into the picture, consumer protection laws follow. The buyer protection policies we see today are a product of that (as well as attracting bidders for ebay's sake).
In my internet retail business I offer free shipping, so insurance is my decision. I insure items over $100. Under $100 I absorb the occasional loss. The added sales (profit) from the free shipping more than offsets any loss.
Ole Timer is right. Keep honest people honest by requiring return of claimed damaged items.
Pat
RFD-TV --- Rural America's most important network!
PereMarquette1225 If you shipped it UPS, they have automatic coverage up to $100 I believe. Other shipping methods I'm not sure. If there is a possibility of filing a claim, you can (or might have to) make the calls to the shipping company and do the paperwork.
If you shipped it UPS, they have automatic coverage up to $100 I believe. Other shipping methods I'm not sure. If there is a possibility of filing a claim, you can (or might have to) make the calls to the shipping company and do the paperwork.
Why I always ship UPS. It works but takes some paperwork some and presistant calling but you will get your money from UPS.
God bless TCA 05-58541 Benefactor Member of the NRA, Member of the American Legion, Retired Boss Hog of Roseyville , KC&D Qualified
I have purchased many trains on ebay and feel IT IS the sellers responsibility to get it to me intact. I have had multiple items damaged in shipment and it is most always poor or incorrect packing.Heavy items must be double boxed to arrive safely . Any other method seems to fail. I have never had a tightly packed double boxed item arrive damaged. I love how most of the sellers who pack poorly refuse to be responsible for it and tell you to file a postal insurance claim as the post office is awful to deal with and in my experience will not pay for partial damage but rather wants to keep the item for the full amount if they even approve a claim. On a recent 226E that arrived with broken marker lights the postal employee said the box was not damaged enough for a claim. I just glued things back. The seller of course took no responsibility. I even ask him to double box the engine when shipped but he did not. Had it been more damaged I would have demanded a refund via paypal. Still ebay is fine and most sellers and items are fine without issues. Most sellers will double box if you request and the item will likely arrive just fine. Most of my ebay experiences are good and the sellers are honest. There are always a few bad apples but not too many.
Dogdoc
Although Ebay maybe a good utility to use, I live under the old rule if I can't see it and hold it in my hand before I buy it, then I don't buy it. I know this is the new era of computers and all but sometimes you have to make choice. Do I take a chance and buy sight unseen or not? In this case I think the buyer messed up not getting insurance. Then again was the part really in good order when it was sent. I'm not saying that it wasn't becasue I don't know either party however it does happen.
I use ebay occasionally with mixed results. I have been scammed both ways and it really comes down to if it is too good to be true, then it generally is...including buying and selling.
Dishonest people are everywhere. Funny thing is that even with all of my ebay issues, I still have had better experiences in dealing with ebay versus going to train shows or meets. Those events have burned me and when I get the look of "fresh meat" from the sellers, ebay, even with all the dangers, becomes much more attractive.
Frankly, I would ask for the item to be returned damaged box and all placed inside another box and have the buyer contact you for what they claim is the shipping chanrges, You can always get the item picked-up. You could refund the charges and then move on. The other choice would be to ask for a photo of the damage, see what needs to be fixed, and then send the parts and/or cost of the parts.
Good luck.
Founding member of the All Aboard Fastrackers! See us at: www.allaboardfastrackers.com
thank you all for the input. I contacted the buyer and agreed to refund the item if returned to me!
I sell quite a few items on Ebay. I usually sell in groups of 10 auctions. One out of every 10 items sold there is a buyer who is trouble. Either they don't want to pay up or they try to scam me by telling me there is something wrong with it which I know there wasn't. The best thing to do is tell them to send it back. Ebay does NOTHING now about deadbeat bidders. A buyer has to have MANY strikes now to even get a warning from Ebay. Ebay is all buyer oriented now and seller take it in the shorts.
Just an update, the guy contacted me back stating that he fixed the problem and wants to keep it for a discounted price! I don't truely object but would have to see a picture of the damage before I decide anything.
aschJust an update, the guy contacted me back stating that he fixed the problem and wants to keep it for a discounted price! I don't truely object but would have to see a picture of the damage before I decide anything.
If he has fixed it, I don't see how you can get a picture of the damage. I would suspect an attempt at reducing the price.
Patrick
Kind of my thinking, he only contacted me once via phone and once via e-mail through Ebay, he didn't send a picture of the damage but a vague description, and once I told him to return with item for a refund, he fixed it and now wants a rebate. I may give him a few dollars off, but without proof of the extent of the "damage" how can I know what is fair?
Short and sweet. Return the item to me(refund after it's returned) or the deal is done and over.
I too would insist on return for full refund or keep the item for the price paid.
It's surprisingly common these days for buyers on Ebay to claim that an item was damaged and request partial refunds.
too would insist on return for full refund or keep the item for the price paid.
Ditto. I've bough a few train items that needed minor repair (but were as advertised) that I fixed & am very happy with. I have never purchased insurance & have been lucky, maybe.
The guy 'repaired' whatever was damaged in shipping. He should return for full refund or keep it at purchase price. If he wanted to return it, why was he fixing it in the first place while working on resolving the issue with you?
wyomingscout
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