Buyer making claim something was broken

Question

I mailed an item that was fragile, so I went the extra mile and wrapped it first. Surrounded it with bubble wrap then I placed it in a box snugly. The box was in a large shipping bag and fragile was written on it in several places. The buyer contacted me and said itâ€™s all completely broken and wants a refund. What can I do

wooden_flower · Answer

@bridgemarie02

Ask the buyer for photos of the item and the box. Ask the buyer to open a not as described return request.

I assume you do not want to pay to ship a damaged item back to you, so go to the request and use the â€˜refund buyer nowâ€™ option.

use the photos to file a claim at https://www.usps.com/help/claims.htm

Fragile items should be double boxed. Imagine your package tumbling down a flight of stairs, then a 70LB package falling on top of it. That is what your packaging must protect against.