My name is Dave and I'm from HTOS (hottoysonlinestore). I have been asked by a member here to post so that we can clarify the user iPaul regarding his claim against our store in this forum.
We are fully aware of his actions in this method, infact we already informed him to go to the Romania post office and file a claim, so the EMS can pay for the parcel insurance. the parcel we sent was fully insure. We don't have any idea why the the buyer unable to file a claim in his local post office or refused to file a claim at his local post office.
As far as we understand we can track the parcel online at
https://app3.hongkongpost.com/CGI/mt/enquiry.jsp
tracking number EA096038844HK the item was delivered and we also know that you need to give your signature in order to received the item via EMS. so all the status as been updated / tracked in the EMS system. the recipient can just go to the post office with the tracking number and file a claim against the EMS courier , after that EMS will issue refund for the damage parcel.
We already contacted our Hong Kong EMS and we already receive advised from them and we also saw their system that the item was clearly accepted by the recipient,they are waiting IPAUL to submit his claim in romania and show us the official claim paper then we can can proceed further. We are willing to deal with this issue " legally and properly " because we have nothing to hide but full with proof and docs. To be honest filling a claim is not difficult , just bring along the EMS slip, item , tracking number already attached in the EMS slip and also the box.
Finally we also have a proof with the EMS courier that the box we sent was clearly with a boxed figure inside the shipping box. the price we paid is the normal EMS price we paid to european countries..Also we saw the buyer pictures and he show us the box have a big hole, so do you guys think EMS will let us post the box in Hong kong if the shipping box have a Big Hole in it? of course we cannot. EMS will ask us to get a proper box before sending the item. anyone can try to send a box with a big hole in it and ask your local post office if you can send that or not.
This picture(EMS Slip) of Ipauls parcel clearly showing the shipping cost we paid 437 HKD = around 56USD with the weight is 1.95KG, i mean empty box will not cost 56USD!! Therefore this is proof from my end that the box contained the figure once it shipped out based on the weight alone.
I have been more then helpful to date trying to resolve this but iPaul only agressive repeated suggesting has been for a full refund from. As I said.....he procedure for EMS claim is - if recipient found any damages , the recipient must go to his/her local post office to file a claim case. then EMS will fully issue a refund of the product price.
In this case we are willing to help the buyer but the buyer MUST file a claim in Romania post office first.
EMS procedure is like this. this is not from our request, this is from EMS request. we believe this request is not a very difficult request if you don't have anything to hide. EMS and we are still waiting the buyer to file a claim with the romania post office.
after that the buyer MUST show us the file paper that he submited then we will contact EMS for the insurance refund. Until Ipaul talks with his post office there is nothing that I can do.
Even if you are using PayPal you still need to open a claim case manually. Seller won't be able to do it for buyer, buyer have to open the case first., same goes to EMS procedure as well. If a buyer want refund buyer must open a claim case , plain simple.
As we mention in our homepage we give you refund but you don't have to abuse the refund policy. We do thing with proper procedure and all will be fine.
I really do hope this clears things up for most here. We are a legitinmate business and would love to answer any questions in this form.
Thanks for all those members and poeple that have already succesfully purchased from us. We plan on making a long term viable business out of this and you feedback will held us do that.
Thank You
Dave.
