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Shipping damage situation I could use input on

Occidentalis

Occidentalis

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Hi,

I haven't had any problems with selling my animals online and wanted to get some input as to what you guys would recommend in a case where something weird goes wrong.

I look every animal over really well before shipping, and take lots of pictures. Everything I send out is something I'd be delighted to receive, nothing else.

I sent a little female I produced out through SYR. Insurance paid. The animal was received, confirmed "perfect" at the workplace, taken home, and at around 8:30PM that night the buyer expressed concern about a "kink" above the vent. The pictures the buyer sent are unclear, but I have no reason not to believe them and I see what they are talking about (pic below). I've also attached two pictures from before I sent the animal out.

So, what to do? I know the animal I sent out was in good shape, and inspecting the pictures looking for any sort of kink turns up nothing that I could even imagine into a kink. That means something happened during shipping. I feel really bad for the poor thing.

Have any of you had any kind of experience with damage during shipping? Did SYR cover it? I really want to do the right thing here but I'm sort of flummoxed as to what possibly could have gone wrong. The box was packed with the white foam, and inner layer of green foam of similar thickness, and shredded newspaper. The snake was inside a deli cup with a paper towel, with limited "slosh" area. The buyer said it was the nicest pack job they had ever seen!

Thank you all for your help and suggestions!
Alex
 

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will be interesting to see if SYR honors the insurance/assurance it provides.. granted kinking might be related to shipping stress?
 
I've had nothing but the best experience with SYR so far. I'm not sure though, if this is covered. I will call them tomorrow first thing regardless.
 
Occidentalis said:
That means something happened during shipping.
Click to expand...
Or something happened after it was received? It is difficult to see what could go wrong during shipping to cause such a kink if the box did not arrive dented. If it was stress caused by an underlying weakness, or something that occurred later in the day after it was received, it doesn't seem fair that SYR should have to pay up.
 
Lucille said:
Or something happened after it was received? It is difficult to see what could go wrong during shipping to cause such a kink if the box did not arrive dented. If it was stress caused by an underlying weakness, or something that occurred later in the day after it was received, it doesn't seem fair that SYR should have to pay up.
Click to expand...

You're right, of course.

So the big question is, Is kinking something that can happen during shipping?
 
never seen that type of damage happen before in shipping.

Is she sure it's a kink? Is that the only photo sent? Could it be the animal had a subtle kink that was overlooked (easy to do) and is only seen by the way she's holding the tail (so the animal is tensed up making it appear worse than it is)? Could she have accidentally closed the tub (or lid) on the tail? I've seen that happen before. You said you shipped in a deli cup, was the cup taped closed? Was it still secure and closed when it arrived? Just throwing a bunch of ideas out there...
 
AbsoluteApril said:
never seen that type of damage happen before in shipping.

Is she sure it's a kink? Is that the only photo sent? Could it be the animal had a subtle kink that was overlooked (easy to do) and is only seen by the way she's holding the tail (so the animal is tensed up making it appear worse than it is)? Could she have accidentally closed the tub (or lid) on the tail? I've seen that happen before. You said you shipped in a deli cup, was the cup taped closed? Was it still secure and closed when it arrived? Just throwing a bunch of ideas out there...
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Hi April,

It's possible, but I really can't see how I could have missed something like that. I probed the animal with help from a friend who also works with snakes professionally. The problem area seems to be right at the vent - we would definitely have seen it. I don't see it in the pictures I've taken, either.

I suppose the lid could have been closed on it - but I'd imagine you'd see the injury further down on the tail, from catching that last inch or so that sometimes hangs out when you put a snake in a tub. The cup I sent the snake in had a really snug lid. I don't recall if I rubber banded or taped it shut, but for what it's worth, the buyer did say it was the best packing job they had ever seen. I didn't explicitly ask if the snake was out of the deli cup on arrival, but I think the buyer would have likely said something if it was!

I've attached another photo I subsequently received - this one looks worse to me, like something you wouldn't miss.
 

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in retrospect, multiple hours passed between the animal being confirmed "perfect" at the workplace, and then essentially 'imperfect' at home at night.

snakes like trying to squeeze their way out of things..

anyways, do u provide a stay alive guarantee? most who do, don't cover physical damage to the specimen for rather obvious reasons.
 
So in the end guys, what would you do? The snake was fine when I sent it out, and I can prove it as much as anything. The buyer is saying she wants to send it back, and is already posting ads looking for a different type of baby boa.

I'm a nice guy and I don't want anyone less than 100% satisfied, but am worrying.

Would a qualified vet be able to tell the difference between an old kink and a new break?
 
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Occidentalis said:
Would a qualified vet be able to tell the difference between an old kink and a new break?
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I would think so if x-rays were taken.

Did the buyer happen to video the unboxing? I always do.

Is there any update on the insurance claim?
 
bcr229 said:
I would think so if x-rays were taken.

Did the buyer happen to video the unboxing? I always do.

Is there any update on the insurance claim?
Click to expand...

No video on the unboxing. The customer said "she is perfect" originally then appears to have discovered this "kink" later on in the evening.

Ship Your Reptiles hasn't heard of this ever happening during shipping. They don't cover damage during shipping, just DOA.
 
So ask your buyer to take the snake to a qualified reptile vet to get an opinion on whether the break is new or old.
If it is old, customer sends back, you refund, you pay shipping back, you pay vet.
If it is new, customer keeps. You decide whether to help out with vet costs.
If it is an underlying weakness exacerbated by shipping (no break, but a structural abnormality) you refund, pay vet, ask customer if she would like to keep as pet-only, if not you pay shipping back.
 
Occidentalis said:
Buyer said that they wanted to keep the animal, I gave a partial refund in good faith. I feel somewhat uneasy about it, but it is what it is.
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I think you were 100% fair. The customer decided to keep her and you gave her a partial refund. Can't ask for anything more. Look at this way she could of still sent that baby back and purchased a new boa that wasn't kinked. She didn't it's a win for that little girl. She got a great home where someone wasn't interested in breeding the day lights out of her. She will get to grow and enjoy life with someone who sincerely cares. I would be very happy with that outcome. Good job :) if I was your customer regardless of the situation with the kink. I would be very very pleased with your resolution. Everyone is happy , but most importantly your little girl you produced is the one who made out. Hope this makes you feel a little better. :)
 
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