Hi there,**I had an item for sale on ebay.com (my user name is rabu***) that was at my...
GetHuman-rabpate's Refunds and Returns issue with eBay from June 2020
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Hi there,**I had an item for sale on ebay.com (my user name is rabu***) that was at my mother's address in the UK (I live in japan) and got an interested buyer in Italy, Federico Barbi - eBay name federicbarb**. I gave him a quote for DHL (who I usually use) but the quote was too high and he suggested some other cheaper carriers. So I shopped around and got an acceptable quote for him with Parcel Force and struck the deal. **The item itself was a vintage Michell Syncro turntable made of clear perspex so it is a very visually stunning piece of functional art as the clear perspex allows uninterrupted views of the pulley system and inner mechanisms of the turntable. So they are usually prominently displayed in any hifi system set ups. This particular model had the upgraded Rega RB *** arm (higher quality than standard) and a AT*-OCC MC (moving coil) cartridge rather than the normal MM (moving magnet) one.**In the past this item had been dispatched to myself in Japan from the UK, and later back to the UK without any damage whatsoever in transit. This is because we still have the original box and all the inner packaging - this includes sponge pieces between the turntable and the actual hard cardboard box and polystyrene pieces that go inside the turntable to hold everything in place including a latch to hold the tonearm in place. (I have attached all the photos of the turntable that we took before shipping to the customer and showing the internal packaging, and the ones the customer sent to me yesterday showing the damaged condition he received it in and added these to a Google Drive folder and the link is here - https:**drive.google.com*drive*folders****mV*u*gJvosRSCQXMEryEIFe*jyXoTr?usp*sharing - this puts all the photos in one place and if I get more from the customer I'll add them here too so please leave them in the folder as these will also go to the insurance company of Parcel Force.) And the box also had ‘very fragile’ and ‘this way up’ written on it both times we shipped it in the past. So both previous times shipping (not with Parcel Force) it was fine with no damage incurred.**However the customer also asked if we could put extra packaging inside the turntable to further ensure the plinth (the suspended part the records sit on) didn't move. In addition to all the above (all the packaging and 'this way up' and 'very fragile' letters writing in large text) that we had previously done when shipping to and from Japan, we also then put extra polystyrene between the base and the plinth and sellotaped this into place and added some scrunched up newspapers all over the inside as well. And my mother also told the pick up driver it was very fragile when he collected it.**I then tried to track the progress of the item using the Parcel Force site but it never showed any details so I originally contacted their support desk via the form online just to see where it was. Before getting any reply I got an email (see below - and when the customer says plate he means the plinth) from the customer saying it had arrived in a very damaged condition and that he wanted to return it for a refund and attached the photos I added to the drive above. **Hi Rab,**externally the package was ok, the turntable was also ok on the outside, the problem is the plate that has beaten everywhere, it was enough to stuff the inside with paper, the tape that held the plate came off, the plate rocking ruined everything , the arm also touched the lid, ruining it.*For me the turntable is not acceptable, so I will do the refund procedure via ebay.**(I attach photos of how the package arrived)**Best**Federico**So it seems the external packaging was fine but it was the fact that the tape holding the extra packaging he requested had came off (and the hook holding the tonearm in place must have came off too) so these now moving parts damaged the inside of the turntable. However this would not have occurred without any rough handling and*or handling upside down as the package had made two previous trips without this extra packaging with no damage at all. **These turntables are hard to find as they are not made anymore and on eBay now there is the same turntable but with a lower arm selling *nd hand for *** euros (about *** GBP) here - https:**www.ebay.com*itm*Michell-Syncro-Turntable-con-braccio-Rega-RB-***-Upgrade-Origin-Live-*-Basette*************?hash*item*ceb*dd*f*:g:JKIAAOSw*BVeeS*P and another with a Nad pre amp for ****GBP. I sold mine for $*** USD (about *** GBP) plus postage as I wanted a quick sale as I have lost some work due to Corona. So I also took out *** GBP of insurance coverage just in case of damages (as I had never used Parcel Force before) with that being just a little above the *** GBP paid in case of any USD-GBP rate changes. So the insurance coverage I am looking for from them is whatever the $***USD I received is in UK pounds if the payout cannot be made in USD. **So I have no problems with the customer getting a refund as it is damaged and not in the condition it was when advertised and shipped, and just want to know the procedure now. The customer said he will start the refund process after I contact eBay (hence this message) and get back to him. Also what happens with the cost of the postage itself? And what about the item now? Obviously I don’t want to pay return postage for a broken item unless Parcel Force will cover it, but I haven’t heard back from them in response to my latest email (they had asked for more photos from the customer showing the damage and then said it could take up to ** days before a decision is made and even if it’s to pay out (wholly or partially) it could take another ** days. So what is the time frame for me to refund the customer, can I wait until the insurance kicks in or does it have to be done in advance of that to an ebay timeframe?**Yours sincerely,
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