USPS denies damaged item claim
I sold a glass platter that was destroyed during shipment. Buyer was cooperative and took pics and presented evidence at Post Office. Sent me pics, etc. All steps were followed according to protocol. I patiently waited for my $37 refund. After 30 days I finally got a decision posted on my USPS account: "Denied - Customer response timeframe exceeded". I clicked on the appeal button and got the following message:
"Are you sure you want to start an appeal?
We mailed your claims letter of explanation and it should arrive at your address within 7-10 business days. Your letter provides details on the current status of your claim and your options moving forward. Please review your letter before start an appeal. If you file an appeal before reviewing your letter, the appeal may be denied based on insufficient information.
What? My customer and I jumped through all the hoops in a timely manner.
I'll take a look at the letter but I doubt I will take any further action. My takeaway is that this "insurance" is just false assurance. Won't count on the insurance in the future but will exercise bomb proof packaging.
bonanza125
·2 years agoFolks this thread is almost 5 months old.
az93
·2 years agoThat's why I insure nothing unless forced to due to high price.
psfhobbies
·2 years agosame thing happened to me on a candy dish USPO stinks for any kind of help
boomersbiz46
·2 years agoUSPS offers insurance and then denies ALL CLAIMS.
dbfolks166mt
·2 years agoUSPS offers insurance and then denies ALL CLAIMS.
Not exactly accurate and lacks specifics. First when it comes to lost packages I have filed multiple claims with USPS and NEVER had an instance where the claim was denied. From the time of filing the claim until I had a check from USPS never exceeded 3 weeks.
Shipping damage is a different animal and there are three key elements in most cases. The receiver/buyer has to retain the original item AND the original packing and they have to be willing to work with you unless they file the claim themselves. In almost every instance USPS is going to want the receiver to take the item and the original packing into their local post office for inspection. If the post master approves the claim they will either retain the item and the packing or they will you offer the receiver a partial settlement to have the item repaired but that requires the receiver to have a formal estimate to repair.
I have filed a few damage claims a couple of those I filed myself as the receiver which is a LOT easier. Of the ones where I had to work with the receiver with the exception of one the only ones where I have prevailed are those where the receiver worked with me.
The one exception was for a cast aluminum figure that I had sent to a buyer who sent me a picture of the box and the broken statue. The box had a tire track running through it and USPS had attached a damaged shipment label to it. I filed the claim with just the pictures and USPS approved that almost immediately.
mam98031
·2 years agoThat is inaccurate and the result of you being upset by your experience. I understand it and I respect it, but it doesn't mean they don't process any insurance claims.
fashunu4eeuh
·2 years agoOld thread.
inhawaii
·2 years agoEvery seller/shipper since the beginning of time who has had a item broken in shipping claims it was packaged adequately.
dbfolks166mt
·2 years agoI had this happen once. The postmaster where the buyer took the item has to actually go into the claim and approve it. You can call the claims center in St. Louis, MO at 800-ASK-USPS (800-275-8777). Have all your claim information ready when you contact them.
1863gettysburgpa
·2 years agoProblem now is that YOU need to have the item in YOUR possession to bring it to the PO for inspection and that includes all of the packing material and the box. Being the shipper that is an issue, it usually will take the USPS weeks to even send you that message and now you are at the mercy of the buyer to help you. Received photos are useless. Guy at the PO asked me if it was marked fragile, I laughed at him and told him I have watch the desk clerks turn around and toss packages marked fragile into the bins. The FREE insurance is useless.
mam98031
·2 years agoLook at it from their point of view. Do you expect them to honor the insurance because someone has told them the item was damaged in shipment? Of course not. They just need the evidence to prove your claim.
When a buyer notifies you of a problem like this, the first thing you need to stress to the buyer is to retain the packaging as the carrier is going to what to see that and the item.
There has been sellers on the threads that have been able to avail themselves of this free insurance. Just gather the information and submit it.
fern*wood
·2 years agoYou (shipper) do not have to have the item in your possession, but you do need to have a buyer willing to take to their local post office--that doesn't work out too well most of the time. I had two claims last year and the buyers never followed through for me either time, and honestly, it's embarrassing to even ask them to. My plan is to work harder on packing, since I can only control my actions. I dislike depending on others.
frankenhobbit
·2 years agoYou also have to make sure it can survive a heavy package being dropped onto it. The packages move along conveyor belts on massive sorting machines, then get dropped into carts, other conveyor belts etc. If it's a cart, the following item lands on top. That's where double boxing is your friend.
fab_finds4u
·2 years agoRarely do they pay for glass breakage. You need to double box fragile items and have enough bubble wrap and padding surrounding the item and between the boxes so that you could throw it down a flight of stairs and it lands without breaking.
boomersbiz46
·2 years agoNot false but fraudulent. Welcome to the club...they absolutely do not honor their insurance that they offer. I wouldn't even bother. I had a package that apparently was in a truck that caught on fire. No response from USPS. I found the information out by accident. I refunded the buyer...luckily I had little money into it. Lost package was neven even acknowledged as lost by USPS. They just ignored me.
bonjourami
·2 years agoDid you double box the platter? That would be the first thing the p.o. would want for safe shipping.
chevymontecarlo88
·2 years agoInsurance claims are difficult. I feel your pain.
That being said, how did you pack your item?
-Good luck and don't give up
Unavailable member
·2 years agoInsurance covers two things – lost packages and only the most egregious of USPS handling issues. The former is pretty easy to demonstrate – the latter is very difficult.
you take a risk when you sell and ship a glass platter. And I would guess that such an inexpensive platter has a margin that would make dramatic overpacking significantly eat into your margin. A broken item and a disappointed buyer are risks that you take.
sextons-sweet-deals
·2 years agoWhat kind of safe packing steps did you take?
Just when you think you have packed enough, add some more,
Any fragile, glass, or handle with care labels on box?
In the pics the buyer sent you, was there USPS tape marking package was damaged in transit? Was the box beat up or was the platter just broken? Could the buyer possibly be trying to replace their broken piece with yours?
dhbookds
·2 years agoJust my opinion, but I wouldn't give up til I saw what the letter said..........
strugglinlikeyou
OP2 years agoThanks. Yeah, I guess it's not over yet but I have lost hope.