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Item I sold was damaged in shipping
Summary: level_up_trading shared an experience of selling a printer that was returned due to claimed shipping damage, despite appearing functional with minor damage. disneyshopper advised on documenting damages and working with eBay to file a claim with FedEx, explaining eBay's role as the shipper. comics-scifi-collectibles clarified that sellers are responsible for filing insurance claims and detailed the process for FedEx claims. level_up_trading expressed concern over eBay's refund policies and the pressure to comply quickly.
I recently sold a printer. It was properly packaged in a large enough box with bubble wrap and packing peanuts. When the buyer received it, he told me it had an error and it was damaged during shipping so they requested a refund. I issued them one and got the printer back. It seems to be in working order and I couldn't recreate the error but there were definitely a few plastic pieces broken off from the printer. I'm assuming I need to take it up with Fed Ex but I've never dealt with this before and don't know how to handle it.
disneyshopper
Mentor3 weeks agoI doubt Fed Ex is going to do anything since the printer was shipped back to you. In the future, ask the buyer for photos of the broken item, the shipping label, the outer packaging, the inner packaging. You then refund the buyer in full, and then file an insurance claim with the carrier, uploading all of the photos received. However, ebay is considered the shipper, so you have to work with ebay so they can file the claim with Fed Ex.
level_up_trading
OP3 weeks agoThank you.
comics-scifi-collectibles
Mentor2 weeks ago@level_up_trading I just wanted to clarify the insurance claim process. I agree with @disneyshopper that I doubt that will allow a claim since the item was shipped again.
While eBay does have to handle shipping surcharge disputes for a seller the SELLER is the one that files the insurance claim.
To file a FedEx insurance claim, follow these steps:
If your shipment uses FedEx services other than Ground Economy, go to FedEx online claims to file and manage your claim.
If you used FedEx Ground Economy and your package is lost or damaged from the first scan by FedEx until delivery to USPS, download and complete the FedEx Ground Economy Claim Form from the FedEx website.
For Ground Economy claims, you must be the seller to file, and claims must be filed within 90 calendar days after FedEx receives the package.
Claim payments for Ground Economy are by check, with reimbursement up to $100 plus transportation costs.
FedEx will email you about your claim status, and the resolution usually takes 4-6 weeks.
You'll find more information in our Help pages at the link below:
Shipping insurance
level_up_trading
OP2 weeks agoThat makes sense. But the buyer requested a refund due to item damaged during shipping. That was the first time I've given a return and eBay made it seem like it would hurt my account if I didn't immediately comply with the refund.
comics-scifi-collectibles
Mentor2 weeks ago@level_up_trading That is true that you need to refund OR send a return label before eBay steps in or it will hurt your account.
This is my complete answer that I give when sellers ask what to do when an item is damaged in shipping>
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 , and other carriers, are 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. Insurance is for the SELLER the buyer is
covered by the eBay Money Back Guarantee.
The seller files the insurance claim.
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=