Damaged during post

[XKawaiiCutieX]

Hi I have had a customer who bought a ring off me, that in the post the ring blank and cabochon have been separated, I used E6000 glue to stick them together and have used this on past rings and have never had this problem, the ring was wrapped in tissue and then wrapped in bubble wrap I also put fragile on the package, so I am really confused how this has happened, the only thing I can possibly think happened is it has been forced through a letter box which may have snapped it, I am really dissapointed by this as I put a lot of work into this ring as I had handmade the cabochon with resin, charms and glitter and only sold it for £5.00 ($8.00) The customer is now asking my policy of damaged items I am not really sure what I should do any advice would be great as I said before this has never happened to me before
Thanks

[QuirkyUniverse]

I would refund or replace, whatever the customer wants. It's your responsibility to make sure the item is packaged to withstand whatever the post office can do to it. I would suggest using a jewelry box instead of bubble wrap.

[Former_Member]

I agree with Lori. If an item arrived damaged for me, I would definitely expect the seller to refund or replace.

[ElectronicGirl]

im not exactly sure what to tell you. it is kinda your call. refund and be done with it or try to get another one out to them. :\

but i do think the delivery folks are being a little rougher this year with packages. i sent a gift to the UK...and it got there broken. the box and interior boxes were fine..just the inside of the item was broken. :(
sucks.

[XKawaiiCutieX]

Thank you for all you advice I will definitely start using jewellery boxes with my rings to be on the safe side in the future, I think your right Electronicgirl as I used a shed load of bubble wrap and tissue and unless the post was very heavy handed with it it should not have happened especially with me stating on the package it was fragile :( one last question do I refund everything including the postage or just the price paid for the ring? I can't make another one because it was a one of a kind make

[CopperLeafStudios]

I would replace or refund. It's possible that the glue hadn't cured and then got cold, or something similar. Things happen. You can request that she send the item back so you can see for yourself, if you like. Or have her send a photo, including the packaging. That way you can see if it was a product issue, or packaging. Or if it just got run over by a truck and didn't have a chance ;)

[XKawaiiCutieX]

I am more then happy to refund but should I refund the postage paid?? god damn trucks :)!

[PiecesofMeCardsnMore]

I would refund the full amount including shipping. The seller shouldn't have to pay anything for a damaged item.

Just an FYI, I don't think the postal workers pay all that much attention to the word "fragile." Think of how many heavy boxes and packages were probably thrown on top of that fragile ring.

[CatherineMarissa]

Yes, refund all buyer costs.

[PiecesofMeCardsnMore]

Oops, I meant to say the *buyer shouldn't have to pay for a damaged item.

[Former_Member]

At this point I would either provide a full refund (including the shipping cost) or replace the item at your expense.

In the future I would suggest that you package so that they are in some sort of box to prevent damage.

Your policies state
""" I will also offer a refund minus postage if the item is damaged or broken on arrival"""

[XKawaiiCutieX]

Hi again guys thanks for all the help on this I have already emailed the customer offering a full refund including the shipping or because I can't replace the item I have offered her something of the same value from my shop with free postage, I am also going to change my policy to state that I will offer a full refund including shipping if the item is broken on arrival just hope this does not happen again and I will be in the future posting delicate items out in boxes

[Former_Member]

Now would be a good time to update your policies, in case something like this happens again!

[Former_Member]

If it was not insured, you need to tell the buyer to send it back and then once you receive it, they will get a full refund. I never give refunds unless it can be done through Paypal because I have "proof" that they got their refund. Any other type of refund can get lost in the mail or chewed up by a Postal machine (yep it happened to me way back when).

[MythOfTheWild]

In this case I would replace the item and also consider raising your prices.
If there is no info on these issues - broken/missing items, returns/refunds - I would add them right away if I were you.

It is always possible that things can break in the post. Perhaps changing temperatures might mess with the glue, or it was one poor application, or the glue had aged or you happened to use one that was part of a bad batch. Or it was just pure bad luck. The only thing you can do is replace it.

[UrbanJule]

It could have been the glue...or it could be the fault of the post office. I always insure all my packages valued at over $50 because I've had things lost and/or damaged in mailing in the past and will never take that risk again. Recently I sent one item by express two-day mail and it never arrived. Since I had a tracking number, I knew that the buyer was being truthful that it had not been received; even the post office said it wasn't delivered. But it was insured so I made a new ring for the customer, filed a claim with the post office, and was reimbursed by the post office for the price of the ring plus postage. Customer happy, me happy.

I don't charge my customers for insurance. For me it's just the cost of doing business but it gives me peace of mind that I have some kind of back up if the item is lost/damaged.

[XKawaiiCutieX]

Hiya yet again thank you for all the fab advice, I just thought I would let you guys know that this issue has now been resolved, the buyer decided to get something else from my shop at a pound higher value, I have wavered the extra pound for her trouble and I am sending it out for her first thing tomorrow in a handmade box! with wading, tissue paper and wrapped in bubble wrap, I have also been to the post office to explain what happened with the original package and they have given me a form to claim the money back, hope this does not happen again but at least I am know fully prepared on how to deal with the situation, I have changed my policy to state I will give a full refund including the postage with photo proof to give customers peace of mind when ordering from me, I have not asked for photo proof in this situation as I think the customer is genuine and has been very understanding over the issue and I would not want to cause her anymore hassle in the matter. Thanks again for your help :)