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Shipped Item Arrived Broken
As carefully as I pack my items, it has finally happened, one arrived broken to my seller. Of course, I plan on reimbursing my customer for the item, but how do I handle the shipping cost incurred? Can you please let me know the steps and any tips you have?
It was shipped USPS Priority Mail. I have found the "File a Claim" site at USPS.
These are Questions I have, so far:
1. It says that the seller or the buyer can file a claim, but they have to have an original receipt. I actually walk my items up to the counter and have them take the package and hand me a receipt. Do they need this, or will a printed invoice work for either of us?
2. Do one of us actually have the package and return it to the PO, or will pictures of the broken item do? She said she will send me pictures today, she didn't do it with her first contact. I asked her to yes, please send me pictures (as proof) and to also keep it all together: box, broken item and packaging, not to get rid of it yet until I know.
3. In your opinion, who should file the claim, she or I? How do handle this from seller wanting to provide the best service to my customer. What do you do?
comics-scifi-collectibles
Mentor8 months ago@mr-n-mrsh20s
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 is 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=
mr-n-mrsh20s
OP8 months agoThank you for your insightful response. I am awaiting pictures and I have asked her to keep box, broken item and packaging. I have not heard back from her yet this morning.
So, since it is through the USPS, I would need her to bring it back to the post office, then? Would she need a copy of the invoice with the tracking # and would I get a receipt from them that she returned it to them that she could send me. Or does it all come up when I bring up tracking for the item?
comics-scifi-collectibles
Mentor8 months ago@mr-n-mrsh20s. The tracking number will be on the package. Keep in mind that if the buyer doesn't want to cooperate that you still have to refund promptly if they have filled the return request.