Return request from buyer who received a fully insured (through USPS) package damaged by USPS

Question

Buyer received an item in packaging clearly damaged in shipping with USPS. The item is fully insured through USPS. I explained the process for making an insurance claim with USPS (take broken item and all packaging to the post office). Buyer says it is inconvenient, wants to ship item back and have me make the claim. My posted policy is that all return shipping is paid by the buyer. What to do?

lisa5768 · Answer

@ktbandmom

You need to refund the buyer in full. The eBay Money Back Guarantee overrides your policy that you do not refund damaged items and the buyer has to get a refund from the insurance you purchased. Shipping insurance is for the seller to cover their loss when an item is damaged or lost by the carrier.

Buyers are covered by the eBay money back guarantee when an item arrives damaged. You refund the buyer in full. You can do so by either having them open a refund claim for the damaged item or by going to the order on your orders/sold page and in the menu is the refund option.

Then you open a claim through the carrier for the damaged item. If you do not already have pictures of the item and the packaging from the buyer ask them to send you some. You will need them to open a claim online. The carrier will require the packaging and damaged item to be presented for inspection as part of the claim process. This is something the buyer would have to do. You can let them know about this and ask for their help in doing so. Buyers are not required to do this in order to get the refund.

Go to the USPS website to start your claim.

inceptions · Answer

Hi @ktbandmom

The item arrived not as described so your buyer has eBay's Money Back Guarantee (which trumps your return policy). You are required to refund.

Insurance protects you the seller, you protect the buyer. Ask her to open a case using the option in the Actions menu next to the transaction in her Purchase History and attach photos of the damaged item, all the packaging, and the shipping label so you can attach them to the insurance claim. You can then refund within the deadline eBay gives you without requiring a return. Ask the buyer to hold onto the item and packaging in case USPS wants to inspect it.

Once you take care of your buyer, you can file an insurance claim online here:

https://www.usps.com/help/claims.htm