Issue with a damaged shipment en route to buyer

Question

I sold an item and because of its value, purchased eBay’s ship cover and shipped via FedEx. The package was packed with shipping peanuts and bubble wrap. The buyer is stating it is damaged/broken with pictures of the broken item and is requesting a refund. Do I wait to file a claim with eBay Ship-cover before submitting the refund to the buyer? EBay states that I have to wait two more days before I can file the claim. Any advice would be greatly appreciated.

comics-scifi-collectibles · Answer

@usmc2142 wrote:
I sold an item and because of its value, purchased eBay’s ship cover and shipped via FedEx. The package was packed with shipping peanuts and bubble wrap. The buyer is stating it is damaged/broken with pictures of the broken item and is requesting a refund. Do I wait to file a claim with eBay Ship-cover before submitting the refund to the buyer? EBay states that I have to wait two more days before I can file the claim. Any advice would be greatly appreciated.

@usmc2142 You will need to refund the buyer and then wait on the insurance refund. Glad you got Shipcover insurance as I have heard that they are easier to file claims with. Ask the buyer to hold on to all items including the packing material and box until your claim is settled.

Filing a ShipCover claim

We've partnered with Parcel Insurance Plan (PIP) to process ShipCover insurance claims. Here's how to file your claim:

Go to Shipping labels in My eBay or Seller Hub.
Find the shipping label for the item and select Create claim under More actions.
Fill out the claim form.

You'll receive an email confirmation about your claim, including the policy number, claim amount, and claim number.

With ShipCover claims, keep in mind:

You'll need to wait at least 7 days after the date the transaction ends to file a claim for a damaged item.
You'll need to wait at least 30 days after the estimated delivery date to file a claim for a lost item.
If you shipped multiple items but only one arrived damaged, you may only file a claim for that one item.

What happens after you file a ShipCover claim

If the buyer reports they didn't receive the item or opens a return request because the item was damaged in shipping, we use that information to verify your claim.

However, if the buyer doesn't report an issue, they may need to verify your claim by responding to an email from Parcel Insurance Plan (PIP). If the buyer doesn't respond within 15 days, PIP sends you a reminder to get in touch with the buyer and ask them to confirm the claim.

Please contact Parcel Insurance Plan (PIP) if you don't hear from them within 3 weeks of filing your claim.

Viewing your ShipCover claim status

Here's how you can check the status of your claim:

Go to Orders in My eBay or Seller Hub.
Select View order details next to the item.
Select View claim status.