Insured Item damaged by USPS. What is the proper procedure dealing with the purchaser?
I have a purchaser that received an item from me that was damaged in shipment by USPS. The box was crushed. The item value was $150 and I added additional insurance. He filed a Return Request and the reason was the item was damaged. Should the customer take it to the post office and file a claim with them, but since he had filed a return request, is that the way to handle it or should I just have him return the item and I file the claim with the post office?
4 comments
stainlessenginecovers
·8 months agoFirst and foremost; you take care of your customer by giving them their money back asap.
Then you file for insurance and get reimbursed a month or 2 later.
slippinjimmy
·8 months ago@76c
Accept the return, refund the buyer and then file a claim with USPS.
You never want to let the buyer file the insurance claim because long before they get a refund (or not) from USPS they will have been refunded by YOU (eBay will see to that as the buyer can escalate the request to a case after 3 days).
One advantage to giving the refund promptly is that the chances they will co-operate with your insurance claim is much higher than if they need to force the issue.
For a damage in transit claim you need to have the buyer retain the packaging because most of the time USPS will want to see both the packaging and the item.
Keep in mind that USPS will take every opportunity to deny your claim (insufficient packaging) if they ask to see the packaging and you can't produce it (can't get the buyer to take it to the P.O.) they will probably deny your claim.
kibble-net
·8 months agoDepends on where the insurance was purchased.
If it was insured through USPS, do what Ken said. If it was insured through ShipCover, you'll file a claim with them and the buyer will be asked to confirm. They probably won't ask for the item since it's only $150 but you will need to send pictures. When they paid out a claim for $600 for a broken laptop, they did not ask for the laptop. Had it been USPS they would have probably wanted the laptop.
kensgiftshop
·8 months ago@76c
Ask the buyer for a few pictures of the item and package, then refund the buyer.
Have the buyer hang on to the item and package so it can be inspected.
You file a claim with the carrier.