Broken product return

Locked

Discussion interactions are currently paused.

Summary: kaamok0 is having a problem with a shipment sent via Chronopost: the package, delivered without signature, arrived broken despite careful packaging. The customer is requesting a refund for the damaged product, which leaves kaamok0 facing a financial loss of €150 plus €40 in shipping costs. lingma85 explains that, as the seller, kaamok0 is responsible for a full refund if the packaging is deemed defective. The carrier could refuse any compensation if no claim is made when the parcel is handed over, highlighting the inherent risk of online sales.

Hello, I'm having a problem: the customer received a parcel 📦 that I took care to package properly. She tells me that the carrier left the parcel without a signature via Chronopost, with a €40 shipping payment so that she would receive it quickly and without any problem. In the end, the item is broken and the customer is asking me for a refund. I'm losing a broken product worth €150, €40 shipping, and I have to refund the customer as soon as the return parcel is received. I'm being told that I have to refund because I am the sender, and Chronopost has been giving me the runaround for a week.

kaamok0

44 View listings

Posted 1 year ago·Last reply 1 year ago

1 comment

lingma85

Mentor1 year ago

View listings

Good evening @kaamok0

As a seller, you are responsible for the proper delivery of your customer's purchase.

If the package arrives with an undamaged exterior.. but the inside is broken, it is obvious that your packaging was faulty or considered as such and you must refund your buyer the full amount of the transaction.

Without a claim from the recipient when the package is handed over for damaged or broken packaging.. it is just as obvious that the carrier will refuse to give you a crumb of compensation.

Unfortunately, your issue is part of the "losses and/or profits" of mail-order sales, which can sometimes be difficult to accept.

Kind regards