Ebay help! Lost/Damaged items.

[okiegurl1981]

In all my time selling on Ebay, I have never had a package go missing, or get damaged, until now.     One item was shipped out on 01/22 and she still hasn't received it.  She's opened a case with Paypal and is wanting all of her money back.  The other says they received their item, but the shipping box was smashed in on both sides, damaging the item's box.  They want a refund of their shipping.  Neither of them purchased insurance. 

I want to make sure I'm doing right.  Is it my responsibility to refund the first item 100%, and see what I can do as far as chasing after the PO?  What about the damaged one?  I've asked them for pics of the damage before I do anything. 

[ponylady]

Uggg..how stressful!

Was the one sent out in January going overseas?  There has been lots of delays. (I will comment about this after you specify)

Unfortunately anymore the responsibility all falls on the seller if an item is lost or damaged. It doesn't matter if insurance was purchased or not.

The box that went damaged I feel refunding their shipping is a fair outcome for both of you.  Although I would strongly suggest you wait for photo's of the damage before issuing a refund. And as far as trying to get the PO to take responsibility for the damage, I have found to be a huge waste of time. Because they will not do anything if insurance was not purchased. As far as they are concerned the package reached it's destination, intact or not. 

[okiegurl1981]

*sigh*  That's about what I was expecting.    The lost package was shipped to Canada. I guess I'll just refund the money and let it go.  The item itself was only $5, so the shipping is going to be more, lol.  I'm def going to wait for the pics before I do anything more on the damaged one.  What really stinks, is both these items, I sold for my sisters, so I didn't even get the money for them! I guess it's a good thing, I haven't given my sister the money for the damaged one yet! I may tell her she owes me a Dr. Pepper for this! 

[Galactica]

Did it have tracking?  If so ebay might actually pay for the loss from the ebay protection thingie...

Back in the day-  when I had a few things to sell on ebay,  I would post that the buyer is responsible for purchasing insurance, and if insurance is not purchased, they agree to accept responsibility should a package go missing or get damaged in transit.

Although I only had 1 package go totally missing in all my years (to Canada) that post (in big bold) was usually enough to scare people into buying insurance.    If you actually REQUIRE insurance, people will accuse you of over-charging for shipping 

That said- a disclaimer probably wont get you off the hook, since ebay seems to have their own rules requiring sellers to accept responsibility for loss absent proof of shipping and receipt regardless. 

[ponylady]

That really stinks that the items were your sisters  I swear it never pays to try and do nice things for your family. lol

I would tell your Canadian buyer that it is most likely delayed due to inclement weather here. I mean we have had blizzards all over the place and I am sure without a doubt they have slowed mail down considerably. I understand it has been 34 days and I would probably panic too but maybe if you explain it to her, she will understand a bit better. I would tell her if all possible can she wait it out a bit more. And that you promise you will keep on top of it and issue a refund if it does not show up.   

[Lygeia]

I just had a problem with shipping to Canada...it must have taken over a month to get there!  I'm not sure if the delay was weather or customs or what.  They will probably get their package after all is said and done if your buyer can wait a little longer. 

[ClosetAvalanche]

  Neither of them purchased insurance. 
 

So sorry you're having issues. One important thing to remember, though is that insurance is for the protection of the seller not the buyer. Buyers have paypal/ebay protection for that. If you have a tracking number for the first and it shows delivered to the address on file with ebay/paypal you are covered.

[okiegurl1981]

See, I always figured insurance was strictly for the buyer.  I just went ahead and refunded the lost item.   We'll see how the damaged item plays out, still waiting on those pics.