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International Shipping damaged item - file a Claim?
I shipped an item to an international buyer. The item arrived broken although the box was not damaged.
My understanding is that ebay provides $100 protection plan for their international shipping. I chatted with ebay who told me to make a claim via USPS. I know this is not correct! They then told me to have the buyer make a claim (essentially ask for a refund because the item arrived damaged.). Is this the correct course of action? It seems the shipping company man-handled the box. How do I assure my buyer gets a full refund (as they likely paid more than I see for international shipping). And is there any way the international shipping "claim" will not cause ebay to take back my payout? Do I need to file my own claim? Ebay help was not very helpful.
comics-scifi-collectibles
Mentor2 years ago@brenda1966 Did you ship using the eBay international shipping program? If so then EBAY refunds the buyer. You are only responsible for the item arriving safely at the US forwarding center.
Has the buyer filed an arrived damaged case yet? They need to do that, then eBay refunds them if you shipped using the eBay international Shipping Program. I see that you are set up to use it on your listings.
If you shipped directly to the buyer yourself then you need to ask the buyer for pictures of the item, the packing material and the box. Then you file the case yourself with the postal carrier.
brenda1966
OP2 years agoYes, I did use the ebay international shipping program. Thanks. I will inform the buyer to make the claim and see how it goes. Should they expect ebay to refund quickly? Should they use this link? Or just click on the order and request their refund that way?
here's a link I found: www.pip-claim.com
comics-scifi-collectibles
Mentor2 years ago@brenda1966 No, they are NOT filing an insurance claim. They are filing an eBay Money Back Guarantee case.
They can start a return request from their purchase history or this page>>>
https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041&st=
The reason for the return should be arrived damaged. Then eBay usually refunds the buyer fairly quickly. They get all of their money back and nothing comes from you.
That link is for the OLD international shipping program.
This is the program you used>>>
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shipping-program?id=5348&st=
brenda1966
OP2 years agoThank you so much for your help!