Sold item that was damaged in the post... what do I do/who is to "blame"?

[Bogitta]

Hi - I recently sold an item (a statue, costing just over £1000) to someone in the US (I'm in the UK)... I have proof of postage and delivery and also fully insured the item.  However, the buyer has informed me that the item is broken in a bout 5 places and that it must have happened during the post.  I have checked with ParcelForce - and they said they are NOT liable for damage to "fragile" items like this - only for loss/non-delivery!?  

So how do we proceed?  He hasn't opened a claim or anything and (so far) is quite understanding... it just seems that neither of us are to blame.  Any help would be really appreciated - I'm very worried about this, thanks.

[DPCreations]

Seller is responsble for item until it arrives to the buyer's location.  As soon as you reconvinced that it arrived damaged, you will either need to refund all or ship a replacement.  You should require photos of the box and interior to show that it was damaged in transit.  After refund teh buyer, then proceed with your insurance claim to get money from them.

[Bogitta]

...but ParcelForce - who are responsible - refuse to pay out for "fragile" items.  I did my job and posted it, tracked with proof of delivery and insured for loss.  It just seems very unfair... I'd be left without the statue AND out-of-pocket £1000+ ...?

[DPCreations]

Business isn't about being fair; it's about responsibility and customer service.

The sender is responsible to select the most appropriate shipper for the product and service.  Sender is responsbile to pack securely so that item arrives without damage.  If item is higher risk of damage sende is reponsbile to either accept the risk cost of damage or pay for insurance to be reimbursed in case of damage.

None of that is buyer's responsbility.

You either refund or wait for PayPal to rule in favor of buyer and force a refund.