record seller advice - package arrives damaged

[vinylism]

aimed at anyone who regularly sells records.

sold a fairly expensive record to a guy in europe, who's e-mailed me to say the package arrived damaged with the record smashed inside (obviously not like that when i sent it).

what's the general rule on situations like this? should i tell him to contact his postal service and make a claim? or can i do it here, if he returns the package? assuming he's being honest, i can't see how you can determine which postal system it happened in.

comments appreciated as this is the first time i've encountered this kind of issue.

[jahshabby]

When it happened to me as a buyer, I made a claim through the Royal Mail and got a no-fuss refund for the full amount.
Don't see why you should make the claim.

[Jazzman Gerald]

If you had told him beforehand that you are not responsible for loss or damage in the post unless he pays for insurance, then you can remind him of that.

If you didn't say that then it's only proper that you agree something with him where you are both responsible, ie you share the cost of the damage. Before you do that ask him to send some photographic proof of the damage.

[korova]

Has the guy you sold it to got good feedback? Strangely when a low feedback buyer is asked to send a photo of the damaged record or return it all goes quiet and they're never heard from again. Might be worth asking.

[Joe M'geek]

If that was me- I'd claim on his behalf- I assume you have proof of postage at least?

[vinylism]

sent insured 'though the country in question isn't covered by the royal mail airsure scheme. i'll have to investigate what the insurance actually covers i guess.

buyer is a new user, only sent me a picture of the package (not the record), and now demands an immediate refund benefit of the doubt, it could be down to language barriers.

thanks for the advice.

[Joe M'geek]

actually- thinking about it- do paypal actually step in and start being crappy if you've sent it and got tracking etc?

Might be that you don't need to worry about them being on your back so much. Certainly not if he's only gonna provide a photo of the packet and not the record

[Rich45s]

Can't comment on the actual situation but for RM it should always be the sender that makes the claim for a refund as it is their 'contract' with RM

[Nick Cope]

sent insured 'though the country in question isn't covered by the royal mail airsure scheme. i'll have to investigate what the insurance actually covers i guess.

buyer is a new user, only sent me a picture of the package (not the record), and now demands an immediate refund benefit of the doubt, it could be down to language barriers.

thanks for the advice.

Strange that he only sent a picture of the package and not the broken record.

[vinylism]

Strange that he only sent a picture of the package and not the broken record.

the buyer's calmed a little now and sent a picture of the record itself, cleanly split in two. i s'pose i could offer to send some glue but i think it's a case of refunding and claiming back off the gpo.

[wickerman]

If i get a picture of a broken record when i was the sender I ould give full refund and have done in the past, i was trying to get a refund for a broken records through paypal but you have to fax them (who uses faxes anyway?) you could not email them the picture, that is so strange, i wqasn´t arsed (it was only a €13 record)