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Ebay dispute - need advice please


Alfsmum
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Hi there

I'm new to this forum so please be gentle!

 

I sold a clock on ebay and stated on the auction - UK bidders only. Item was bought via a cargo company who ship to customers in the far east. The clock was packaged and sent recorded delivery plus extra insurance on May 8th and received with signature on May 10th. On May 18th the buyer contacted me to say they want to return the item because it was damaged. Ebay are no help whatsoever and paypal have already frozen the money in my account. Parcelforce are no help either because according to their small print in their five page leaflet they do not insure antiques ( nor anything else it would appear). The buyer wants to return the clock to me and is asking for a full refund plus postage costs. My argument is that if the box looked damaged when they signed for it, they should have checked the contents then and there. As it is, they had it on their premises - which is a warehouse - for eight days before complaining so there is a far larger chance of it being damaged there rather than in its original transit.

I opened up a case against them with Ebay and so far all I have heard is a message saying I should talk to the buyer - which I have already done via email. Does anyone have any suggestions regarding this or am i totally stuffed for a full refund of over £200 plus my clock is now unsaleable? I really would appreciate any help.

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Hi alfsmum and welcome to the forum.

I have had a similar problem in the past (I will not use PF any more).

I told the buyer that they need to take it up with PF as the item was in perfect condition when I sent it. I had a message stating that he finally got his money back after battling with them for 6 months.

It seems they don't like paying out on the insurance for anything.

How old was the clock BTW?

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Hi there - thanks so much for replying.

The clock was around 1915 - 1925 at a guess but I listed it as an antique so .... . It wasn't actually the clock that was damaged it was a

large statue on top of the clock which was what made it worth the money as it was by a well known french sculptor.

I told the buyer to take it up with parcelforce when they complained, but they said I had to do that.... so I went

to their online claim form and filled it in but now when I go to their website and put in the claim number nothing

shows.... but once i checked their website on what is and isn't covered

it does state that antiques are not so I am not holding my breath.... the thing is I checked on an independant carriers

website and they wont insure stuff like this either so what are you supposed to do to deliver items like this?

The main argument from my side is the fact that they had it for eight days, which I do not think is acceptable

but having read other things here on the forums that people have written about Ebay disputes it really

does sound like they dont care at all, they just want their ten percent.

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Technically it's not an antique then.

I have sent loads of collectables and antiques and have never been refused insurance because of how old the item is. It's normally just the value of the product that matters to them.

Did you state it was an antique when you posted it? If so then you have been mis sold the insurance. There you have another thing to add to your list of complaints.

Don't give up on this. Keep after them and check out your legal options if they don't pay up.

Personally I would take them to small claims. They should never have allowed you to post the thing if they knew the insurance you had was not valid for it.

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i had the same problem and because parcel forces slow process i was forced to have the item returned and a paypal refund. i got my money back in the end. your item should be insured as the clock is not quite 100 yrs old

when i got it back they sent an inspector to check the damage and it was clear from the state of the box it had been man handled. it has been securely packed and they admitted fault.

:???: what me. never heard of you never had a debt with you.
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Valuables

Antiques (objects over 100 years old)

Articles made largely or wholly of gold, silver or other precious metals

Diamonds and other precious stones

Fur (except imitation)

Jewellery (except imitation)

Sim cards

Watches

:???: what me. never heard of you never had a debt with you.
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the post office counter staff who served me did not ask what was in the box, just the value .....

BUT

my main argument is not so much with them it's with the buyer who had it for over a week before complaining it was damaged ...

shouldn't the onus of proof be on them to show it could not have been damaged on their premises rather than in transit ?

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If you have a no return policy it may be difficult as they still have the right to return if the goods are damaged. If you had s time sensitive returns policy you may have been able to use that as an angle.

 

Unfortunately ebay seen to favour the buyer in all disputes these days. I would not give up on it though. At the end of the day it's your word against theirs.

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Just to let you know ebay has ruled in favour of the buyer ( surprise surprise ) so now I will be getting the damaged item returned, and have to issue a full refund. Parcelforce still say they are investigating ..........

This is an expensive lesson to learn, especially as I am a pensioner who is selling off items to keep things going so to speak, but as life is a never ending learning curve I know in future a) not to rely on ebay to be fair and b) to read nthe small print when using Parcelforce or any other carrier ...

 

Thanks to everyone for their help x x x

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