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Shipping TOS Info

RichsBallPythons

RichsBallPythons

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Any feedback on below scenario will be great.

I got a question about a shipping TOS i need to revise.

Say you sold a pied for 1200, shipped it and all went well but box was delivered crushed from the shipper and snake dead from it or the snake arrived dead from mis handling form shipper.

Is it on me to refund the full price since im out of the snake now due to the shipper error. Or is it a loss for the buyer since snakes are considered a perishable and they are not covered by shipping companies if damaged.

I would think any refund in this situation would be filed in a claim with UPS or FedEx since its on them for the damage, not the seller for improper packaging.

I need to get this figured out for a revised TOS on site.
 
I would think if NOTHING can be resolved with the shipper then me as the seller would offer 50% refund so both parties are not out of the sale.
 
Man oh Man Rich I really feel for you man I could not Imagine loosing that quality of a reptile like that due to someone elses carelessness,but my Friend you know you are gonna bite this one in the end.
Truly sorry Rich for you delemma
 
tinmantribe5 said:
Man oh Man Rich I really feel for you man I could not Imagine loosing that quality of a reptile like that due to someone elses carelessness,but my Friend you know you are gonna bite this one in the end.
Truly sorry Rich for you delemma
Click to expand...

This is a worst case scenario and has not happened THANK GOD. Im wanting input on what is the right thing to do.

Should i work out a 50% refund with the buyer or me as seller and buyer work on a claim with the shipping company to cover for the damages.

Its tricky since animals are considered perishables and are not covered from improper packaging, but since this scenario is on the shipper for mishandling it who is at fault for refund.
 
I offer a live arrival guarantee. If the snake dies from the shipper's ineptitude, the customer would be refunded. Sucks, and I hope it never happens, but I don't feel my customers should shoulder that one.
 
Thats the thing, I offer live arrival but how is one to be held responsible for a compnies employee mishandling of package.

I feel if you were to sell a large proven female you had for years and sold her for a great deal on money you thought she was worth. I dont see the seller liable for a snake being killed due to a employee.

Live arrival guarantee can only go so far when its out of my hands.

I have and always will give 100% refund minus shipping price to any DOA due to my mistake.
 
I think you should offer your customer a full refund or a suitable replacement animal. Of course we are not responsible for carrier error, and luckily it rarely happens. However, it's good business (and good karma) to take care of your customer in a circumstance like that.
 
KelliH said:
I think you should offer your customer a full refund or a suitable replacement animal. Of course we are not responsible for carrier error, and luckily it rarely happens. However, it's good business (and good karma) to take care of your customer in a circumstance like that.
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If i had a replacement available then of course that would be in order ASAP to replace the damage.


And yes im GLAD this very rarely ever happens. But Just wanted to get this in the open as a worst case scenario.
 
KelliH said:
I think you should offer your customer a full refund or a suitable replacement animal. Of course we are not responsible for carrier error, and luckily it rarely happens. However, it's good business (and good karma) to take care of your customer in a circumstance like that.
Click to expand...


:thumbsup: Pay attention folks, that is exactly how it should be handled.
 
There's really only one option for a seller in this circumstance in my opinion. You eat the $1200 or send a replacement animal if you have one.
The carrier isn't going to pay for it period. It doesn't matter if you even paid the extra to have it insured beyond the $100 that is standard. They simply do not warranty live arrival.
If you want that warranty then use Delta Dash. If you decide to use FedEx or whatever then YOU are taking responsibility for the live arrival, even in the event it is out of your control.

A 50% refund is just foolish. You might as well tell the buyer tough luck and keep it all. Nothing short of a 100% refund will save a reputation in the end. Besides it's the right thing to do.

My opinion is the snake is my responsibility until it is unpacked and found to be healthy by the buyer. A lot of sellers try to skirt part of this responsibility by creating gray areas once the shipping company accepts the package.

As for this:
I have and always will give 100% refund minus shipping price to any DOA due to my mistake.
Click to expand...
That is completely unacceptable as far as I'm concerned as well. If it was your mistake for whatever reason, then a 100% refund including shipping charges is owed the buyer. Your mistake is your mistake, they should not have to pay anything for it period. Charging them $50-60 for your mistake is wrong, no other way to look at it.

In the end it's about the satisfaction of the customer. When you start taling about 50% refunds, or other ways to avoid full responsibility you are putting the bottom line above the customer.
You can technically get by with it by putting it in your TOS, but should the situation ever arise, TOS or no, you will not come out looking good in the end. That's the bottom line.
 
Clay Davenport said:
There's really only one option for a seller in this circumstance in my opinion. You eat the $1200 or send a replacement animal if you have one.
The carrier isn't going to pay for it period. It doesn't matter if you even paid the extra to have it insured beyond the $100 that is standard. They simply do not warranty live arrival.
If you want that warranty then use Delta Dash. If you decide to use FedEx or whatever then YOU are taking responsibility for the live arrival, even in the event it is out of your control.

A 50% refund is just foolish. You might as well tell the buyer tough luck and keep it all. Nothing short of a 100% refund will save a reputation in the end. Besides it's the right thing to do.

My opinion is the snake is my responsibility until it is unpacked and found to be healthy by the buyer. A lot of sellers try to skirt part of this responsibility by creating gray areas once the shipping company accepts the package.

As for this:

That is completely unacceptable as far as I'm concerned as well. If it was your mistake for whatever reason, then a 100% refund including shipping charges is owed the buyer. Your mistake is your mistake, they should not have to pay anything for it period. Charging them $50-60 for your mistake is wrong, no other way to look at it.

In the end it's about the satisfaction of the customer. When you start taling about 50% refunds, or other ways to avoid full responsibility you are putting the bottom line above the customer.
You can technically get by with it by putting it in your TOS, but should the situation ever arise, TOS or no, you will not come out looking good in the end. That's the bottom line.
Click to expand...

This is why i brought it in the open to get a better view on everything if this were to ever happen, and i hope it never does with me.

After reading and reading some more I came to just Giving the customer what they want, replacement of same animal, credit for something else, or refund ot keep them happy and coming back.
 
RichsBallPythons said:
This is why i brought it in the open to get a better view on everything if this were to ever happen, and i hope it never does with me.

After reading and reading some more I came to just Giving the customer what they want, replacement of same animal, credit for something else, or refund ot keep them happy and coming back.
Click to expand...

We all hope it doesn't happen, for our sake as well as the animals, and it's a smart move to give it some thought ahead of time so you have a plan in place.

And it goes beyond just keeping that particular customer happy, which is important. It's also a matter of potential lost sales from future customers if your reputation is damaged due to what many would view as a shady TOS.
It's true what they say about one bad deal can cancel out a dozen good ones and then some.
 
:/ Like otheres have said the only reasonable thing you can do, AND KIND, would be to offer a refund or a replacement. Personally, replacements cant happen a lot because of the whats in stock but a refund would help wonders.

Yes, it leaves you out of a snake but if you dont and the customer was out of money and a snake...Id feel even worse for the customer.
 
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