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Damaged in shipping
Customer accepted a package that was damaged by the shipper and wants a refund.
The shipping box was a factory sealed certified box. Do I need to refund them when they
shouldn't have accepted the damaged package?
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comics-scifi-collectibles
Mentor11 months ago@dctolight Per the eBay Money Back Guarantee the buyer is to reach out to you if the item arrives damaged, not refuse the package. Refusal of the package voids the eBay Money Back Guarantee.
Contact your buyer and ask for pictures of the item, the packing material and the box. Ask the buyer to hold on to all items as the postal carrier may wish to see everything before they decide your insurance claim.
USPS is now REQUIRING buyers to bring the items to a local post office before they will pay on a claim.
Insurance claims are not paid for damage in shipping if the seller didn't package the item well enough.
Then you refund the buyer as soon as you have your pictures. The buyer doesn't wait for the insurance payout if any. Insurance is for the SELLER the buyer is covered by the eBay Money Back Guarantee. The seller files the insurance claim.
eBay shipping labels come with $100 insurance except for media mail.
Here's how to file insurance claims with each postal carrier or insurance provider>
https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=
Original factory boxes are not for shipping, they are made for being stacked on pallets. The item should have been double boxed with lots of large bubble wrap and Styrofoam peanuts