What if it's returned broken?

[delsbrother]

Hey eBay sellers,

I was thinking of doing some catch-and-release of some of my instruments, but I'm approaching eBay with a certain amount of caution having never been a seller before..

There are some things I'm selling that I wouldn't want back, so I'm assuming a "no returns" policy is the way to go there, with a corresponding drop in price.

But on other items, where I'd probably say something like, "3 day returns in same condition, less shipping both ways" - what happens if they return it and it's broken?

Broken by them in the 3 days? Do I send it back and say, "sorry, you bought it"?

Broken by the shipping company? Who files the claim?

Broken by the shipping company with no insurance/denied claim?

IOW who pays? And who settles the dispute if there is one? The shipping company? eBay? Paypal?

I suppose this conversation would also apply to things sold on the Cafe Classifieds, but I'm more afraid of eBay.

Are those "Wesellit/packit" places worth using if I'm too ~:> to become an eBay seller myself?

Darrell

[mrmando]

Sell them on the Cafe first! I haven't sold anything on eBay in quite a while.

I wouldn't use a "Wesellit/packit" place ... I wouldn't trust how they might pack it, nor would I be interested in paying the commission.

I've had pretty good experiences with UPS claims. Either party can open a claim; UPS has some packing rules you should follow, since ignoring those rules can give them an excuse to deny your claim.

If the buyer returns the item and it's broken, I should think you can hold the refund until the claim is paid. Actually, if the claim is paid to the buyer, then you can keep the buyer's original payment.

[Big Joe]

Normally UPS will open the claim for the shipper. If there is damage the reciever should immediately contact UPS and have all the packaging there for inspection. They will inspect for damage and open a claim after the shipper also contacts them. They will usually pick the item up and return it to the shipper at no extra cost and then the claim will take whatever time it takes. You will not know if the claim is accepted until they notify you it is going to be paid. They pay pretty quickly then.

How you chose to handle the problem with the receiver is up to you. Determine when the delivery is complete from your perspective. If it is theirs from the moment it leaves you then state that clearly. If you intend to assume liability until it arrives or until they decide not to send it back then that should also be stated. If I ship something out and damage occurs, the receiver has to do their part to ensure the claim will be handled properly. If they don't take the action they should then I am not as empathetic towards their problem.

When a damaged shipment is received, the receiver should immediately contact the seller and the shipper. Get it inspected as quickly as possible and open a claim. The seller needs to contact the shipping company as well and let them know about the issue. Open a claim and stay on top of it. If it is not a priority to you it won't be to them.

If you use a shipping service such as the UPS store then they also hold a portion of the responsibility and be sure to involve them in the issue. Shipping damage is pretty rare if packaged properly and both parties need to be sure it will be handled. Always insure your product if it is more than a few hundred dollars in value. They WILL NOT give you more than its insured value no matter the real value or the damage. Also, they will not give you more than its value no matter how much the insurance. In other words, for your protection don't insure a 10,000 mandolin for 4000 and expect it to be covered if destroyed. In like manner, don't insure a 100 mandolin for 2000 and expect to get more than 100 from the shipping company.

Just my advice and experience after shipping many thousand of instruments.

[Eddie Sheehy]

Joe is spot on. No need to be afraid of shipping damage if it's insured. DO NOT refund the selling price until you have inspected the returned item for damage - take pix of damage to compare with the pix you have before you shipped it. Make sure you specify that s&h&i and packing charges will NOT be refunded.

"Lovely to play, lovely to hold. If you say "Oops, Sorry!", I say "Sold!".

[SternART]

I've had a problem with getting UPS or FED Ex to insure instruments for full value in the $7,500-20k range. I have Heritage insurance for my instruments, and they cover your mando in shipping too. I still insure with the shipper for $1k or something so they know it is valuable & don't throw it around. Good packaging and labeling the box, with "fragile" & "do not drop" is a good idea too. And a good instrument case is like additional insurance.