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
8 replies
Seller_iT7zAqkV2PQG7
You are.
Bubble wrap is useless except as space filler. Corrugated cardboard is better protection.
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?!
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.
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 !
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