Customer complains that his book was damaged in the post chute, who is responsible?

Countries

Read only
Australia
Belgium
Brazil
Canada
Egypt
France
Germany
India
Italy
Japan
Mexico
Netherlands
Poland
Saudi Arabia
Singapore
Spain
Sweden
Turkey
United Arab Emirates
United Kingdom
United States
United Kingdom
imgSign in
Country changed
user profile
Seller_HU09FGdJ07Hys

Customer complains that his book was damaged in the post chute, who is responsible?

Dear forum, I’m baffled by the email I have received today, from a customer:
"I hope this finds you well. Unfortunately i’ve had a bit of a problem with this order - it’s just this minute being delivered, when i heard a loud THUD coming from the other room. The postman has just put this through the letterbox; despite the “FRAGILE” paper and some bubblewrap inside, the front and back covers are now massively dented in one corner. I would like to request a replacement please, as this is a Christmas gift. "
I have replied immediately, saying that I was sorry and asking to send me a picture of the damage to the book AND DAMAGE TO THE PARCEL.
The customer has sent me 4 pictures of the book, bumped to one corner, but none of the parcel. The customer wrote that he had already disposed of the parcel .
To be sincere, I’m quite annoyed that he did not send a picture of the parcel, I suspect the book may have been damaged by the customer, outside the parcel.
Anyway, I have not a replacement, and the bumped book now is worth, for me zero, instead of £20.
Is the courier responsible for the damage, the customer or my little business?
Thank you for your wise advise and opinion.
Guy

72 views
8 replies
00
Reply
8 replies
user profile
Seller_iT7zAqkV2PQG7

You are.

Bubble wrap is useless except as space filler. Corrugated cardboard is better protection.

00
user profile
Seller_7VbclcPFFRTnc

I’d explain that it’s a one off and if they return the book, you will refund in full

You maybe able to resell as used - if they do return

It’s a pain but can your account take an a-z hit or bad feedback if you don’t?!

10
user profile
Seller_Wqg5EgqxuOwDD

Tell him to open a return for a refund upon receipt back. You won’t win this, so best to get the book back.

10
user profile
Seller_DROodOAYHftnc

It is your responsibility to ensure that your items are packed properly to withstand any damage in transit.
Think what they go through in the sorting offices etc - just thrown in sacks and big skips etc., so putting through a letterbox is potentially the least difficult part of its journey !

00
user profile
Seller_HMxMRdomHkjHi

For a £20 book, did you use a book wrap? I would have thought this would prevent corners of the book becoming bumped. Get them to return it to you and resell as used and highlight the bump on the listing

10
Follow this discussion to be notified of new activity