Item broken in transit, buyer is too late with reporting damage

[Nella]

Ok, I'm a bit confused on how to handle this. I've sold a G1 Show stable almost 3 weeks ago. Completely wrapped into bubble plastic inside and outside (you could really throw with it without damaging so to speak....). Our postal office (PostNL) has delivered the package on July 15th at the neighbor. I've e-mailed as soon as I saw it, but never got a reply. I ship with PostNL for years and they are very careful with the packages. Never had anything broken.

Just now I get a reply from the buyer saying that the Show stable is in very bad condition. Broken doors, broken roof etc. and that she is very disappointed. No word about the box, because I think that one would have be smashed too, as the stable is that badly damaged.

I haven't got pictures yet, and I am a bit upset because it is too long ago that the parcel has been delivered. The option to claim is till 1 week after delivery (and also just in special cases - would have been tricky either way).

In my opinion I'm not oblidged to pay for the damage. Especially when it is more than 2 weeks after delivery..... how do I know that she hasn't dropped it herself? (or something like that... you know what I mean)



What would you do?



 

[Barnacle_lady]

Assuming you sold it through marktplaats.
If the buyer didn't report it quickly to you then it's not your responsebility anymore. And you are not obliged to take it back or a partial refund as it is a private sale. Buyer should have responded sooner.

[Nella]

Yes, Marktplaats indeed. I feel the same. I asked PostNL what they can do. But I know that it is too late indeed. How can I reply without upsetting the buyer?

[Thunderwing]

I would tell the buyer what you just told us - that deadlines for claims are one week after delivery. And ask why it took them so long to report it.

[Barnacle_lady]

Totally agree with above and even then it can happen that the buyer gets upset.

[hathorcat]

I agree that you need to ask for some more information - you should also ask to see images of the packaging just as a back up of the situation.

[Nella]

I have asked for pictures but this buyer is extreemly slow with replies (very annoying!). Let's say that the not-having-a-reply after the delivery was the same as the process up till the sale. Weeks nothing, than some messages... again some weeks nothing. So therefore I might not be to fussed about it.... she probably won't buy again from me after this, but well......

[BryteStar]

I know it's really tough when you want to please a buyer and make sure it all goes well but sometimes you just can't...and in this case the law is on your side, since they took way too long to report it broken AND they're not being consistent or timely with responses - even though you're going out of your way to try and resolve this after the time to file a proper claim is up.
I would try not to be too fussed about it, but I hope it works out well for you in the end.