the item arrived to my customer smashed,, what do i do?

Every item shipped out of the Czech republic has insurance, yet this insurance is not easy to get back. Each item over 1 kilo, carries a certain amount of insurance, this is calculated on weight and has initial amount (shall update soon). In order to get the insurance for a smashed item from Czech post, the item has to be sent back to the Czech republic, its not possible for the buyer to get the insurance in her/his country. Also, as was the case in Indonesia, the country refused to take the item back. So for me to get insurance from Czech post the buyer would have had to have sent the item back to the Czech republic.

This is my story with an item. Item posted to Indonesia.

1) The item arrives smashed.
2) Czech post instruct me to tell the buyer to take them item back to the post office.
3) Post office in Indonesia does not take item back.
4) Buyer has signed for the item, yet the item is smashed, buyer did not know he could not pick up.
5) Ebay give buyer back his money, buyer does not ship item back. I loose money, no return on item. Loss of 170 dollars.
6) I complain to ebay, ebay realize they have made a mistake, as the buyer did not send proof of return.
7) Insured item broke in postal transit, unable to make insurance claim. Czech post office unable to communicate with Indonesia post. Contacted Czech ombudsman about issue. In the end it was Ebay who foot the bill for Czech post/ Indonesian post negligence.

I loose a good customer, extreamly upset by huge amount of communications. Czech post make no apology nor are they unable to follow up on the issue, or respond to questions. Czech post unable to send me to any web link, as to how to deal with an insurance claim. Told that if i have any insurance claim with post office that i need to bring a person with me that speaks Czech, not one person in post office that serves central area of prague speaks english. Czech ombudsman, starts to send me correspondence back in Czech post.

In the end Czech post know that they have a monopolistic situation, they deal with things as they choose.

Why i made this blog

I’ve just started an ebay business in the Czech republic, i started the business in my flat and now i move to a different space. The thing with Czech post is that its very different to Australian post. In Australia, most people that work in the post office are able to deal with any issue that you bring to the counter. In Czech, you have a department for each issue. Czech post is not easy to use as a foreign person. Rather than going in and being served in the post office, in Czech you really have to in kinda of way serve the post office. Its similar with many services in Czech, partly this comes from the history, and partly its just this way cause they can get away with it.

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