item lost need help with insuraance claim

[dznypal55]

this is so frustrating

and IM not sure what to do

I filed a lost package on 1/31/24 since the buyer let me know that the package didnt arrive that was supposed to be delivered 1/3/24

I checked with our PO on 1/15/24 and was told to give it a little more time with the holidays

I filled out the form and sent the pics of the item and label from the receipt since they also asked for proof of insurance

I get a message saying tht it exceeds 2 MG not sure what this even is looks like I have to make it smaller but how

the buyer is asking for a refund this was after I started on the claim its been so long how can i even send a refund and I dont want to send it till I hear back from the PO about the claim which i cant send in

under tracking it says its in Atlanta GA well if they know its in Atlanta why isnt it on its way to the buyer whose in VA please i need lots of help an pretty quick

thanks

[comics-scifi-collectibles]

@dznypal55   You have to refund the buyer.  The buyer is covered by the eBay Money Back Guarantee.    If you don't refund the buyer and they ask eBay to step in you get a DEFECT on your account.    Is the case still open?   

Postal insurance is for the SELLER.  

First I am going to address how to refund your buyer.

Go to this page and click on the blue button that says Resolve Item Not received request>  

https://www.ebay.com/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116

If the request is still open then you just select refund from the request.  

IF the request is closed then you go to the sold item here>  

https://www.ebay.com/sh/ord/?filter=status:ALL_ORDERS   Select Send refund from the drop down menu next to the sold item.   You can do this for up to 90 Days from the date of sale. 

Next as for the image size you can google how to change the file size.  

Or do what I do go to the pictures folder on your computer.   Click on the image you want to resize to display it.  Next right click on the Resize and change it to medium.  That should make it small enough.  

[dznypal55]

I guess I should have mentioned  that the buyer never opened a case 

and all I was able to do so far was with USPS was to file a missing item claim which if Im reading right looks like its in GA if the USPS knows its in GA why isnt it on its way

wondering too how it ended in GA when it was supposed to go to VA

this is so annoying

[comics-scifi-collectibles]

@dznypal55      I have had packages go on walk abouts ALL over the country, they get stuck together or who knows what goes on.  

As for the buyer you should refund them if they want  a refund before they get frustrated with you and leave negative feedback even though it's not your fault you have to take care of the customer.    You only have 90 days from the date of the sale to issue a refund as I stated in my first reply.  

Do you understand how to change the image size now?  

[dznypal55]

thanks so much for all the great advice

Im actually working now on resizing pic

th buyer has been really good about waiting and Ive been keeping him updated

I told him I was filing an isurance claim and I told him I would keep him updated

which he was fine with

[dznypal55]

I followed  your directions which were very good and helpful

when I right clicked the highlighted pic there wasnt

anything that said to resize but Iclicked on more download options and  it said 

most compatable JPEG or MP4/H.264

Ive heard of JPEG so I hoit download from there and it said that its 7.5

any more ideas

[comics-scifi-collectibles]

@dznypal55.  How you resize does depend on the program you're using. 

Does it 7.5 kb or mg ?   Kb is ok, that's smaller.    1000 kb in a mb/mg. 

[dznypal55]

It’s mg.  Not sure what you mean by program though 

[comics-scifi-collectibles]

@dznypal55. What program on your computer access your photos for resizing?    

You can also Google and find free programs to resize your photos 

[dznypal55]

my pics go to icloud from there i put them on a flashdrive and thats how I tried as you mentioned before to right click but the resize option didnt come up

Ill try  search then thanks

[comics-scifi-collectibles]

@dznypal55. Make sure you save the photos as jpg too not heic which is default for iPhone.   

[dznypal55]

Im sorry but could you expain what all tht means I never heard of that before

[comics-scifi-collectibles]

@dznypal55.  Heic is the default format that iPhones use for photos.   You can select most compatible  in your cellphone  settings and it will take photos in jpg / jpeg.   

Or you can convert your photos from heic to jpeg using a free online program or change phone settings and retake them. 

Maybe you have a friend or teen that can walk you through the steps to convert the photos.   It's deficult for me to give detailed instructions when we are using different equipment and programs.  

[dznypal55]

one other issus tht just came up

when I went into the my orders that you suggested

that seemed to change my ebay pages 

its all different

how do I go back to what I had

this sure became a mess

[comics-scifi-collectibles]

@dznypal55   If you don't want to keep using Seller Hub which has better features you can opt out on the upper right of this page>  

https://www.ebay.com/sh/ovw