Who is responsible for a damaged item if buyer destroyed packaging without taking photo?
Answered
Someone bought a ceramic item from me and I packaged it well in a strong cardboard box with thick bubble packaging and scrunched paper to keep it away from the sides.
I got an email from the buyer saying it was broken, with photos showing the broken item and the bubble packaging but not the box it was in. NZ Post must have played rugby with it or something.
I went to submit a claim from NZ post and started loaded the photos and then realised I needed a photo of the outside of the box too. I asked for a photo of the box and he said he can't provide that photo because he burnt the box yesterday.
If NZ Post decline the claim because I can't show a photo of the box from the outside,who is responsible for the cost? It is him because he burnt the box without taking a photo? Or is it just my bad luck?
Thanks for your help.
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Its difficult. You as a seller are responsible to get the item to the buyer undamaged. It was damaged (for what ever reason) so you are responsible. With the claims process, that is between the Seller and the courier company ( the buyer is not involved), and the result of that does not affect your liability for broken product on arrival to the buyer.
And yes, its unfortunate that the courier requires packaging photos for the claim, but buyer had already disposed of packaging. That however is not the buyer at fault as they did not know they had to do that.
In future for breakable items, maybe in your trading conditions, put that any buyer claims have to be provided with pics of packaging
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Callum Community SuperuserI wouldn't worry about it yet until/if NZPost DO decline the claim because of it.Then you can decide what to do from there.
Was it signature required? If so and the buyer wasn't there to receive there will be a photo of it on tracking. Maybe your buyer has security footage also?
Technically buyers are meant to open items in front of the courier, especially if fragile, or they have concerns about how things look or sound before they unpack it. But who has time for that? Probably nobody in reality.
Does seem like a pretty dumb move from your buyer though. Especially if they are a regular buyer of ceramics. Surely they would know the packaging is required in these cases.
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S Community SuperuserEditedKia Ora anyware,
Sorry to read of your experience,
It is the Seller's responsibility to ensure the goods purchased are received in the condition they were seen and described as within the Listing. - Where the item is damaged on receipt of the parcel the Seller is to refund the Buyer & make a claim against the courier/carrier company's insurance. - You have an option to replace or repair the item, where practical.
Yes! NZPost do require all photo's of packaging including the Bar code for their claims process...
To resolve this issue, NZPost will need:
- Photos of the damaged Items
- Photos of the packaged material used
- Photos of the Inner packaging
- Photos of the Outer packaging
- Photos of all barcode labels on the parcel
Callum's given you a great suggestion to see if the damaged box is picked up on a ctv camera Or seen in a tracking photo supplied by NZ Post in an open mailbox parcel tray or safe place set up by an ATL - Authority to leave, if the Buyer has one in place.
I find it odd that a Buyer would burn a damaged packaging box before taking photo's to support their claim. A look at their feedback page may indicate if the claim is repetitive behaviour. - All the Best.
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Thanks everyone for the info
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S Community Superuser
Thanks anyware,
Next time you send a fragile item it may pay to take a photo of your inner packaging and the bar code in the unfortunate circumstance you may need this as well as noting your Listing description for Buyer claims of damage please retain and photograph damaged packaging, as electricfencenz has offered. - Cheers.
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