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demand after 11 days
I sold an item and insured it. The buyer received the item on the 15th. Today he contacted me that the item was damaged. He has had it for 11 days!
I have suggested he contact the post office. What are my obligations as a seller?
3 comments
wooden_flower
Mentor1 year ago@the_time_lord
Your buyer has 30 days after receipt to open a claim. You are responsible for filing the claim with the carrier. You owe your buyer a full refund, and he does not have to wait for your claim.
Ask him for photos of the item and the box, then ask him to open a return request. If you do not want the item returned at your expense, click refund buyer now.
If you want it returned, it is a bit more complicated, since you do not want him to ship it until your claim is decided, but you can not make him wait for the refund. (I know some sellers have been successful having the item returned, then taking it to their own PO if inspection is required, but generally you want the buyer to take it to his PO).
Have the buyer print the return label, but then ask him to hold it until you hear about your claim before sending. Then use the refund buyer now option.
Use the photos to file your claim at https://www.usps.com/help/claims.htm. Many claims get rejected on the first submission, so expect to have to submit it a second time.
the_time_lord
OP1 year agoSeriously? If the buyer notified me the day he received it, I would, of course, refund him. But this seems as if he damaged the item and now wants me to refund him. This seems more than a bit dubious. At best.
wooden_flower
Mentor1 year ago@the_time_lord
There can be many reasons that a buyer doesn’t open a package for several weeks. Lots of buyers come here having not opened a package for several months. eBay says 30 days is reasonable, so that is what matters.
If he opens a return and you ask eBay to decide, eBay will probably refund from your money without requiring return, plus put an unresolved claim on your performance. Better to deal with it and move on.