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Damaged items
I pretty much ship everything Priority Mail...tracking and insurance, although now there's a new service that offers that a little cheaper and I'll probably switch to that. If eBay overcalculates the cost of their shipping, I always send a refund. Anyway, I write on ALL of my ads that I'm not responsible for USPS damage and if something does arrive damaged, they need to file a claim with USPS...since they're the ones who broke it. I actually had a package of mine arrive with TIRE MARKS on it! I wrap all breakables in bubble wrap and then seal them in plastic wrap, and THEN add shredded paper to fill in all the spaces...I'm not just throwing them in a box and hoping for the best. This method seems to be working, as I've only had about 10 items broken in the last 11 years of selling. And I insure the box to cover the cost of the item and shipping...and then I round up to the nearest $5 amount. If their package was damaged and they filed a claim, they would end up being refunded MORE than they actually paid. However, I STILL get angry messages from the buyers claiming that I need to refund them directly and that they REFUSE to file a claim with USPS. One even escalated it to eBay admin...who refunded their money without charging me. They stated that I had done nothing wrong, but to resolve the issue, they just went ahead and gave them the money. I subsequently blocked them. Anyone else dealing with this? How do you handle it?
kh-cathy
·2 years agoHi everyone,
This thread has been closed at the request of the OP.
Thank you for understanding.
luckythewinner
·2 years agoSorry, but just because you write in your listing that it is immune from the eBay "Money Back Guarantee" does not make it so.
Buyers are not required to file a claim with the USPS or send you pictures or anything else. All they need to do is file a dispute with eBay.
You were lucky that eBay chose to give a courtesy refund to a buyer without charging you. But do not expect that to be a commonplace thing.
coolections
·2 years agoYou have a few things wrong with your post. First off Ebay does not overcalculate shipping. YOU are the one who measures and weights the box. Secondly there is no such thing as it is not your problem if an item arrives damaged. 11 items damaged is a lot. I have only had one item damages in decades. I think your packaging must needs improvement.
4bravesfan
OP2 years agoI said...about 10 items over the past 11 years...If I sat down and counted, it would probably be about 7 or 8, which is less than .4% of all my items. In the first 8 years, I had 0 items damaged. They closed down our sorting center where I live a few years ago and now everything immediately goes out of state to be sorted. Within a week, I had something damaged...literally crushed. When I called, I was told that they were dealing with SEVERAL complaints about that sorting center and were addressing the issue. I didn't have issues for a while, but every now and then it happens. I wrap everything carefully, but nothing will protect against a truck running over it. I have been told by eBay...on several occasions...that it is much easier for the buyer to file a claim, because they are in possession of the damaged item. I was denied a claim I tried to file as the seller because the photos provided by the buyer "were not enough evidence to support the claim."
And yes, eBay has overcalculated postage occasionally. It doesn't happen often...most of the time it is spot on, but every now and then it will be $2 or $3 off. No big deal...and I give the money back, because I'm selling my item, not the shipping. Have a good day!
tobaccocardyahoo
·2 years agoBefore lowering shipping charges, a seller should consider that they are paying a FVF on the shipping charge.
Ebay online discounts are about 20% for many classes of mail, FVF is about 15% in many categories.
And the FVF applies even when you buy shipping on another site.
buyselljack2016
·2 years ago@4bravesfan
eBay does not "overcalculate the cost of shipping".
Sipping is calculated by the weight/dimension/service selected by you in your listing.
Your buyers are likely seeing/paying "retail label" rates. You are paying "online label" rates.
You can set up to pass that "online" savings on to your buyers or continue to refund as desired. Some use the difference retail/online to cover fees. (if there is a huge difference I will refund some)
chapeau-noir
·2 years ago@4bravesfan Insurance protects the seller, not the buyer - and it's up to us to file the claim. The buyer has already been disappointed with a smashed item.
This is the only time I ask for photos from the buyer in case I need them for filing - I refund them and then process the claim through the shipping company.
dbfolks166mt
·2 years ago@4bravesfan Insurance protects the seller, not the buyer - and it's up to us to file the claim. The buyer has already been disappointed with a smashed item.
This is the only time I ask for photos from the buyer in case I need them for filing - I refund them and then process the claim through the shipping company.
The insurance actually protects both the seller and the buyer. Either the sender or the recipient can file a USPS claim for either a lost package or one that has shipping damage. In the case of shipping damage it is actually easier for the recipient to file the claim since USPS is likely going to require the damaged item along with the original packing to be taken into the post office for claim assessment. If the post master considers the claim valid there are a couple of options with regard to settlement. USPS may offer you the option of full reimbursement in which case they will generally keep the damaged item and the original packing. They may also offer a partial settlement to fix or repair the damaged item if that is possible.
I have filed several shipping damage claims with USPS over the years and I have NEVER won a claim without buyer cooperation. USPS will not simply accept pictures as proof of damage anymore than eBay accept pictures from sellers arguing a NAD claim or a return from a buyer.
I have only had one buyer that filed a damage insurance claim and I worked closely with that buyer and USPS to get the claim approved, the buyer paid and the case closed. It took about 3 weeks. For the rest of the cases I have always simply fully refunded the buyer up front and worked the USPS claim outside of eBay since they have nothing to do with the shipping or the damage issue. You will need to obtain the buyers email address as USPS will not accept the eBay ID for communicating with the recipient regarding any actions they need to take. In all cases where USPS has paid out on the claim the recipient/buyer had to take the item into their local post office along with the email notification USPS will send them. For the claims that I filed and where the buyer worked with me it took on average about 3 months to settle the claim.
I cannot speak to the UPS or FedEx process since I have never filed a shipping damage claim with either of those carriers.
4bravesfan
OP2 years agoYes...I have tried to file claims on my end for damage before...and the buyers have been UNCOOPERATIVE. They see the damage as being MY FAULT and refuse to cooperate in any way. They want their money back FROM ME and once they get it, feel the matter is settled and don't care to help me get refunded from the USPS. I have discussed this issue with eBay...at length...and have been informed it is much easier for the buyer to file a claim as you stated, because they have the damaged item right in front of them...all I have is a picture. Yes, it may take a week or two or three to get it settled, but it does get settled...instead of being told "you don't have enough evidence to support the claim."
oldwestcoins
·2 years agoI believe you are incorrect. In the case of selling on eBay, insurance only protects the seller. The buyer is already protected by eBays guarantee. Getting the item to the buyer is all on the seller no matter what. Lost or damaged? On the seller. The buyer is NOT required to do anything in either case, per eBay.
4bravesfan
OP2 years agoI have tried filing a claim on my end with just pictures...of an expensive item...and was told I didn't "have enough evidence to support the claim and would need to bring in the item." The buyer refused to cooperate and send the item back or contact the USPS to help with the claim. I have discussed this issue with eBay...at length...and have been told that it is much easier for the buyer, who is in possession of the damaged item, to file a claim and that I should continue to advise buyers to file the damage claims.