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I issued a refund to my buyer before they opened a Claim
Summary: cordercollective mistakenly issued a refund to a customer before they opened a claim on eBay, and now cannot access eBay's Money Back Guarantee. They are seeking advice on how to resolve the issue. mr_lincoln advises filing an insurance claim with the USPS, as the package was shipped via USPS Ground Advantage, which includes insurance. cordercollective plans to file the claim, despite previous denials under different circumstances. mr_lincoln shares their experience with USPS's claims process, noting its challenges.
I mistakenly issued a refund before my customer opened her claim for a refund, and now I cannot get my refund per eBay's Money Back Guarantee. HELP
My (repeat and reoccuring) customer's package arrived empty and damaged, with a sticker on the package that said 'RECEIVED UNSEALED AT THE POST OFFICE' and she provided photos.
I should have had her open an ebay claim, so that I can get reimbursed for refunding her, but I misread ebay's steps on the correct process.
I issued my customer a full refund without her opening a claim, but I want to get a refund for the stolen/missing package.
is there any hope for me? How do I get ebay's attention? I have tried calling and messaging, and in the end, I never get the help I need. I am not able to do anything in my 'case resolution center' because a case was never opened. And now, she cannot open a case. HELP
Customer is responsive and helpful.
mr_lincoln
Mentor6 days agoHi @cordercollective
First, when you refunded the Buyer the full amount that they paid the transaction is complete and you don't get any money back for doing that.
You can try filing an insurance claim for the shipment and the Buyer may need to keep the damaged package to show to the carrier if they want to see it as part of the insurance claim process.
Talking to eBay is not going to change anything and again, if you refunded the customer you don't get that money back from them through eBay.
cordercollective
OP6 days agoThank you for your quick reply. When you say that I can try 'filing an insurance claim for the shipment' are you referring to me filing a claim through the mail carrier (USPS)?
mr_lincoln
Mentor6 days ago@cordercollective
Yes, I assume you shipped via USPS Ground Advantage which comes with $ 100 built-in insurance. They may require seeing the packaging, I assume you shipped in a box and not a less secure bubble mailer or something like that?
cordercollective
OP6 days agoYes, I shipped with ground advantage. I used a USPS Ground Advantage 'Paper Cushion Mailer' 14.5"x20" and I have 3 photos of the package from the customer. I will file with the USPS after their required '14 days from ship date', which is in a couple days for me. Thanks for the advice. (in the past, USPS has denied my request, under different circumstances but I'll still try).
mr_lincoln
Mentor6 days ago@cordercollective
Yes, I have heard that USPS denies a lot of insurance claims. It has been years since we filed any but back then we received payment from USPS within a week or two of filing a claim ... times have changed and personally I think their whole insurance process should be investigated but that is just me and my humble opinion.
cordercollective
OP6 days agoI will report back to this thread and let you all know, thanks. I agree, some changes need to be made. Plus, I feel silly for making this mistake, and eating the cost of a thief/a mistake. I re-read the ebay directions many times before I issued a refund, and I just didn't understand (because I wasn't working inside a claim, I didn't see the options being advised). I see over and over to communicate with your buyer and seller, and I thought that her telling me about the problem was 'her claim'. Lesson learned, I understand completely now. My buyer was also confused, she was under the impression she shouldn't open a claim and that ebay advised her to communicate with me! (perhaps ebay thought I would know what to do....)