frenchfinesse
Inspiration Seeker

Item I sent the client received damaged

Hi 

Recently I received negative feedback from a client  a  month after receiving the item.

The buyer received a parcel damaged from DHL.

I contacted the buyer tried to sort things out. I contacted Happy - post to put in a claim. By me not by the client .

i had paid for the extra insurance to cover damages and loses.
Sent all relevant information they required . Keep asking my Client for more photos, etc. reluctantly she finally sent more photos of the box . After she said she had thrown out . Why would she have kept that long.  

anyway long story short.

Happy post refused me a full refund because it was passed the 7 day cut off time.

But if you didn’t know how are you supposed to do so

Etys says I am not covered under there protection , because they didn’t recognize the tracking number 

Totally speechless 

what is a small business supposed to do . For doing the right thing

anyway it’s a warning not to use Happy-post or check to see if your courier is recognized  by Etsy. Just  in case it happens to you 

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Re: Item I sent the client received damaged

happy post isn't a courier, they are just a third party trying to get better deals from shippers

If it was DHL, you should have a DHL tracking number
Then, when you mark as completed, you choose DHL as the shipper, and enter the DHL tracking number next to them

...

what is a small business supposed to do 

It's damaged, I refund.

If you want to, you can self insure by adding a bit to each item.

I would never make my customer open a case on Etsy, for a damaged item,  I would refund in full, even if the shipper was useless

 

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Re: Item I sent the client received damaged

looking at your shop, you're sending antiques.

pack as if they will go through a gauntlet. 

I swear by double boxing fragile items ... lots of padding and padding between the inner and outer boxes. the space between acts like a bumper ... like on a car.

The weight and package size will increase slightly, but you'll need less money set aside for self-insurance.

 

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frenchfinesse
Inspiration Seeker

Re: Item I sent the client received damaged

Hi I have been selling for years . And pack the items well enough to withstand a certain amount of dropping etc. 

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Vintorious
Community Maker

Re: Item I sent the client received damaged

How frustrating! I'm not familiar with Happy Post, but if they've denied you, you might try filing a claim directly with DHL. I also use a third party shipping service.  When I made my first claim (a missing package), I didn't realize I needed to do it through them, so I filed it directly with the US Postal Service. The item had been insured for the full retail value through the third party service, but I ended up only receiving the default amount allowed by the USPS, but it was at least enough to cover my costs.

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frenchfinesse
Inspiration Seeker

Re: Item I sent the client received damaged

Hi it’s the fact you only have 7 days to put a claim in. But I didn’t know about the damage until I got a negative feedback a month later .

happy post put in a claim on my behalf to Dhl . But again the. 7 day rule which is ample enough. 
it’s Etsy they have decided they don’t recognize the company . Which many users on Etsy use them. As it was recommended to me by actual Etsy sellers .

 

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