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How to deal with a broken item
How do you handle an irate buyer who receives a broken item because of the post offices handling? There is insurance to cover that but I do not find it fair to have to pay for shipping out and back and then file a claim. Should the buyer do that or do I need to?
3 comments
comics-scifi-collectibles
Mentor8 months ago@gomer8862 Reshipping the item voids the insurance. If the buyer has already filed a return request case then refund from the case without requiring a return if you do not want the item back.
Insurance is for the SELLER the buyer is covered by the eBay Money Back Guarantee. The seller files the insurance claim.
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.
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=
gomer8862
OP8 months agoThat is all well and good, but if the buyer does not take the item in to the USPS you are screwed. The buyer gets the refund way before anyone (USPS or PIP if you got shipping insurance over $100) asks for the physical item and then the buyer does not have to cooperate at all, right? it happened to me last time on a $25 poster. This was a $175 sculpture... eBay customer service could shed no light on the predicament.
Thanks for your input.
Dave
comics-scifi-collectibles
Mentor8 months agoI understand your frustration. Promptly responding to the buyer and letting them know that they will be taken care of usually makes them willing to co-operate. That has been my experience. Granted I only had to file two claims in 20 years and both of my buyers were helpful.
I don't know if the PIP insurance requires and inspection at a post office since they are a 3rd party insurance I don't think that they do. They will need the photos and proof of sale amount.