Discussion Forum: Thread 218351

 Author: tili View Messages Posted By tili
 Posted: Mar 23, 2017 21:05
 Subject: Buyer claims figures are scratched
 Viewed: 246 times
 Topic: Problem Order
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tili (110)

Location:  Slovenia
Member Since Contact Type Status
Aug 27, 2008 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Tilis minifigures
Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.
 Author: JMTBricks View Messages Posted By JMTBricks
 Posted: Mar 23, 2017 21:11
 Subject: Re: Buyer claims figures are scratched
 Viewed: 95 times
 Topic: Problem Order
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JMTBricks (66)

Location:  USA, Washington
Member Since Contact Type Status
Jan 2, 2017 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: JMT Bricks
In Problem Order, tili writes:
  Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.

IMO the only thing to do is apologize, pay the cost to have the items shipped
back and give a full refund. They will win the paypal dispute if you fight it.
Better to take care of it and be on as good of terms as possible in the end.
(If you had received something poorly packed and damaged, how would you want
the buyer to take care of it?)
 Author: jennnifer View Messages Posted By jennnifer
 Posted: Mar 24, 2017 00:03
 Subject: Re: Buyer claims figures are scratched
 Viewed: 93 times
 Topic: Problem Order
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jennnifer (2233)

Location:  USA, Illinois
Member Since Contact Type Status
Sep 8, 2009 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Old Grey Bricks
Hello,

I am sorry but just because LEGO packs their products mixed in one bag does not
mean that it is the best way. Pack similar items together. Keep large lots separate
to keep things organized. Pack minifigs in their own baggie with bubble wrap
if needed. You need to take a large part of the responsibility for how your items
arrive.

Good luck,
Jen

In Problem Order, tili writes:
  Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.
 Author: Brickwilbo View Messages Posted By Brickwilbo
 Posted: Mar 24, 2017 03:07
 Subject: Re: Buyer claims figures are scratched
 Viewed: 58 times
 Topic: Problem Order
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Brickwilbo (1466)

Location:  Netherlands, Gelderland
Member Since Contact Type Status Collage
Oct 24, 2007 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
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Store: Brickwilbo Betuwe Bricks
BrickLink Discussions Moderator (?)
In Problem Order, tili writes:
  Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.

Ask for photo's of the damage.
New does not mean mint. Lego does get scratches in the factory sealed box.

Refund and get the figures back instead of loosing a PayPal claim and end up
empty handed.

About the insurance, YOU have the insurance, not the buyer.
 Author: tonnic View Messages Posted By tonnic
 Posted: Mar 24, 2017 04:35
 Subject: Re: Buyer claims figures are scratched
 Viewed: 51 times
 Topic: Problem Order
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tonnic (3079)

Location:  Netherlands, Noord-Holland
Member Since Contact Type Status
Sep 30, 2004 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Tons_of_Bricks
In Problem Order, tili writes:
  Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.

In my opinion this customer is right.
Shipping parts is a different matter than having these parts in a Lego box.
A Lego box offers more protection from pressure like sortingmachines.
Sorting machines pressures the parts on to eachother, giving much more chance
of damaging than a cardboard (Lego) box.
Even shipping in a box with too much parts in 1 bag is not a good idea.
I always seperate new minifigs from others, if the weight of the charged and
paid postal costs allows it I put some extra bubblewrap around them, simular
parts go inside 1 bag if there are not too many, otherwise I divide them too
etc.
 Author: tili View Messages Posted By tili
 Posted: Mar 24, 2017 05:10
 Subject: Re: Buyer claims figures are scratched
 Viewed: 73 times
 Topic: Problem Order
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tili (110)

Location:  Slovenia
Member Since Contact Type Status
Aug 27, 2008 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Tilis minifigures
In Problem Order, tonnic writes:
  In Problem Order, tili writes:
  Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.

In my opinion this customer is right.
Shipping parts is a different matter than having these parts in a Lego box.
A Lego box offers more protection from pressure like sortingmachines.
Sorting machines pressures the parts on to eachother, giving much more chance
of damaging than a cardboard (Lego) box.
Even shipping in a box with too much parts in 1 bag is not a good idea.
I always seperate new minifigs from others, if the weight of the charged and
paid postal costs allows it I put some extra bubblewrap around them, simular
parts go inside 1 bag if there are not too many, otherwise I divide them too
etc.

The figures were in the plastic bag sorrounded by paper instructions so thay
can not move up and down. All accessories were in different bag. This bags were
than put in the protected bubble envelope provided by the post.
Buyer has paid for insurrance if any figure is really demaged, this should be
covered this way.
 Author: FigBits View Messages Posted By FigBits
 Posted: Mar 24, 2017 08:38
 Subject: Re: Buyer claims figures are scratched
 Viewed: 47 times
 Topic: Problem Order
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FigBits (2962)

Location:  Canada, Ontario
Member Since Contact Type Status
Nov 11, 2009 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: FigBits
In Problem Order, tili writes:
  Buyer has paid for insurrance if any figure is really demaged, this should be
covered this way.


For that insurance, who did they pay?


--
Marc.
 Author: tili View Messages Posted By tili
 Posted: Mar 24, 2017 08:50
 Subject: Re: Buyer claims figures are scratched
 Viewed: 45 times
 Topic: Problem Order
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tili (110)

Location:  Slovenia
Member Since Contact Type Status
Aug 27, 2008 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Tilis minifigures
In Problem Order, FigBits writes:
  In Problem Order, tili writes:
  Buyer has paid for insurrance if any figure is really demaged, this should be
covered this way.


For that insurance, who did they pay?


--
Marc.

Insurance is covered in value of 100 EUR by Slovenian Post.
 Author: Rob_and_Shelagh View Messages Posted By Rob_and_Shelagh
 Posted: Mar 24, 2017 08:55
 Subject: Re: Buyer claims figures are scratched
 Viewed: 71 times
 Topic: Problem Order
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Rob_and_Shelagh (22320)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 3, 2005 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: YELLOW FARM BRICKS
In Problem Order, tili writes:
  In Problem Order, FigBits writes:
  In Problem Order, tili writes:
  Buyer has paid for insurrance if any figure is really demaged, this should be
covered this way.


For that insurance, who did they pay?


--
Marc.

Insurance is covered in value of 100 EUR by Slovenian Post.

not for parts getting scratched in the packet (or prior to sending) it isn't

Robert
 Author: FigBits View Messages Posted By FigBits
 Posted: Mar 24, 2017 11:35
 Subject: Re: Buyer claims figures are scratched
 Viewed: 59 times
 Topic: Problem Order
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FigBits (2962)

Location:  Canada, Ontario
Member Since Contact Type Status
Nov 11, 2009 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: FigBits
In Problem Order, tili writes:
  In Problem Order, FigBits writes:
  In Problem Order, tili writes:
  Buyer has paid for insurrance if any figure is really demaged, this should be
covered this way.


For that insurance, who did they pay?


Insurance is covered in value of 100 EUR by Slovenian Post.


The buyer sent a payment to Slovenian Post?


--
Marc.
 Author: greenman View Messages Posted By greenman
 Posted: Mar 24, 2017 11:32
 Subject: Re: Buyer claims figures are scratched
 Viewed: 54 times
 Topic: Problem Order
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greenman (19646)

Location:  Netherlands, Gelderland
Member Since Contact Type Status Collage
Aug 24, 2000 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
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Store: BRICKTIVITY - 75% SALE !!
  
The figures were in the plastic bag sorrounded by paper instructions so thay
can not move up and down. All accessories were in different bag. This bags were
than put in the protected bubble envelope provided by the post.
Buyer has paid for insurrance if any figure is really demaged, this should be
covered this way.

Hmm, painful lesson I once also learned:
Never, NEVER, NEVER EVER send minifigs in a bubble mailer! Use a cardbox which
will fit as lettermail.

...when Your shipment lands on the Bottom of a mailbag, the pressure of mail
lying on top of the bubble mailer is terrible high.
Besides, ever seen how transport is done of mailbags? Throwing them around etc.

Refund the buyer, and change your shop Terms to ´No Figs Without Box´ or so...

(check the terms in my Shop, feel free to Copy & Paste these)

Klaas
 Author: Rob_and_Shelagh View Messages Posted By Rob_and_Shelagh
 Posted: Mar 24, 2017 04:57
 Subject: Re: Buyer claims figures are scratched
 Viewed: 69 times
 Topic: Problem Order
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Rob_and_Shelagh (22320)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 3, 2005 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: YELLOW FARM BRICKS
In Problem Order, tili writes:
  Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.

Refund the buyer. Whether you agree or disagree with your buyer he is entitled
to return the goods if he is not satisfied.

When you get the parts back inspect them and if saleable relist them as used.
Never send minifigs mixed with other parts, bag them individually.

The buyer does not have insurance. You have insurance if you purchased it as
part of the shipping or separately so it would be you who could make a claim
for damage in the post. However, I have yet to hear of an insurance cover that
will compensate you for parts scratched within a package, packing is outside
of the control of the shipper/insurer. If the package was obviously damaged by
the shipper ask your customer if he can provide pictures to assist you with a
claim but it does not sound like in this case you will be successful. Just put
it down to learning.

Robert
 Author: alphadavy View Messages Posted By alphadavy
 Posted: Mar 24, 2017 05:19
 Subject: Re: Buyer claims figures are scratched
 Viewed: 67 times
 Topic: Problem Order
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alphadavy (586)

Location:  United Kingdom, England
Member Since Contact Type Status
Dec 9, 2012 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: alphablocks
In Problem Order, Rob_and_Shelagh writes:
  In Problem Order, tili writes:
  Good day. Today I received this message from the buyer:

Hello Tilen,
We received our order today from you. Unfortunately the parts were not packed
correctly and have all been placed in one bag with the baseplates which has resulted
in small scratches on most of the figures. The baseplates also have small scratches
on the sides. I cannot sell them in new condition as purchased from you because
of this. It may well be that they have been damaged in the post. Given the high
value of our order we had intended to sell them as new minifigures. We can not
do that and have no choice but to return them to you for a refund. I will repack
them in order to prevent any further damage for their return journey.

My response:
How this could not happen in the new sets when all the bricks are together including
minifigures, small scratches could be on all new lego bricks, also stands could
not move to all the figures because of the paper instructions around them so
figures could not move frealy as you say. How the stands do not scratch the figure
in the original bag, when people touch them ? You have insurrance in value of
100 EUR so if any figure is really dameged you will get insurance money from
that.

Buyer wants to return the figures and demand the PP refund. I can not agree to
that because the figures were in perfect condition. Also all the buyers until
now have no problems and the figures were packed the same way.

Refund the buyer. Whether you agree or disagree with your buyer he is entitled
to return the goods if he is not satisfied.

When you get the parts back inspect them and if saleable relist them as used.
Never send minifigs mixed with other parts, bag them individually.

The buyer does not have insurance. You have insurance if you purchased it as
part of the shipping or separately so it would be you who could make a claim
for damage in the post. However, I have yet to hear of an insurance cover that
will compensate you for parts scratched within a package, packing is outside
of the control of the shipper/insurer. If the package was obviously damaged by
the shipper ask your customer if he can provide pictures to assist you with a
claim but it does not sound like in this case you will be successful. Just put
it down to learning.

Robert

+1