EBAY help. Product rec'd broken. Now what?

[CF'er]

I purchased a figurine from a reputable seller. I got the box today, had to sign and it said on the tag receipt that the item was insured. The auction didn't indicate insurance. It was packed great but when I got down to the nitty gritty the figurine is broken. It was to be a Christmas gift for my DD. They are really hard to find.
I also left a good feedback for this person before I opened the box.

DH was there when I opened it and saw that it arrived broken. I did email the seller and the auction says I can return within 7 days.

What do I do now? This has never happened to me before. All my other transactions have been smooth.

HELP!!!!

 

[ceecee]

Luckily, it was insured. Go to the PO and file a claim. I have done that once for a broken object and once for a lost one. I think you will need the receipt with how much it cost.

 

[Schachteles]

I would contact the seller so that they can give you the insurance forms in order for you to get a refund though the postal service. When a package is insured typically the fault will go to the post office. Make sure that you keep all of the packaging so you can prove that they did adequetly pack it.

GOOD LUCK!

 

[CF'er]

Thanks. How long will a refund take? My worry now is being able to replace it in time for Christmas. It's a hard to find Disney Precious Moment Figurine.

I'll let you know what the seller says/does.

What about the pos feedback I left. Leave it/ dispute it or wait?

I just checked the mailing label and it was insured. That's a plus anyway.

 

[plummer925]

You can't dispute fb once left - that was your error for leaving it prematurely. You can follow up on it at a later time, but absolutely do NOT do that until it is ALL settled. If the fault is with the post office, you wouldn't want to say something bad about the seller.

 

[djm99]

The one time I received a broken item, I simply took several pictures of the item and sent them to the seller. They were really nice and refunded my monies. I gave them positive feedback for being accommodating.

 

[brivers222]

This sort of thing happens more often during the christmas rush. Package handlers are carrying less about quality of their loading / handling of our item and more about quantity.

As a seller who has had this happen before on Disney Big Figs, I would say work WITH the seller to get this resolved. The seller will have the information you will need to file a claim (I am assuming USPS). In fact if you go to USPS it will tell you step by step the claims process. YOU, the buyer, will have to take the package to the PO for inspection so it might be advantageous to print out a copy of your payment receipt (hopefully paypal) to prove the item value. Then the PO reviews the docs and offers a refund to the seller. (I believe the seller can also have the monies sent to the buyer if they so choose).

In our case we had FEDEX so we got a check in the mail from them and then immediately refunded the buyer their orginal amount.

I know it is devestating especially during christmas, but apart from actually handing over the piece in person... This time of year yeilds less cared for handling of packages...both out of the hands of the buyer and seller.

We are all slaves to the USPS claims services at this point.

 

[CF'er]

I received a very nice apologetic email from the seller who also left me pos feedback. He gave me all the instructions as to what to do as far as the USPS goes. He is trying to find me another of the items and a nice DIS'er is looking too. I think we will get this resolved and I feel muuch better.

I will keep you all posted.

Kalen

 

[Mono~rail]

I'm confused about why you were mad at the seller. You said the item was packed great.

 

[CF'er]

Sorry Mono-rail. I wasn't mad at the seller just in general mad that it arrived broken. Also concerned as I've never had a situation like this before. I *was* however mad at myself for leaving feedback before actually checking the item. I guess since I've not had a problem in the past I figured it would be the same now. Lesson learned.

When I posted the original post I was also in panic mode as I had just opened the box and wasn't sure what to do.

So far the seller has been great and hopefully we will get it all resolved. You just hear so many horror stories.....

I do have all my documents etc so we should get a refund. Now to find another figurine like what I bought at a reasonable price.