USPS Refusing to Honor Insurance
Six weeks ago USPS crushed a package and we filed claim, appeal and second appeal. They kept demanding copy of sales receipt and we provided. Anyone have suggestions at this point?
31 comments
Six weeks ago USPS crushed a package and we filed claim, appeal and second appeal. They kept demanding copy of sales receipt and we provided. Anyone have suggestions at this point?
inhawaii
·5 months agoYou can't file a usps claim for "crushed package".
You can file a claim for damaged contents.
irishmichael4585
·5 months agoNo duh! As I also said the cast iron train inside was broken too.
christworks
·5 months agoOoops wrong reply. Sorry!
animal-house-8
·5 months agoTake it to your local postmaster, mine just whipped out his phone took a couple of snap shots and took all info. and in 6 weeks got my money.
12345jamesstamps
·5 months agoInsurance is good for a missing item.
Package got delivered...crushed...doesn't matter...it was delivered.
inhawaii
·5 months agoMore information please.
You filed a claim.
They asked for a receipt.
You provided it.
They denied the claim.
Did they say WHY?
"Dear postal customer, We are denying your claim but we're not telling you why,"
dhbookds
·5 months agoHave you appealed ?
tsme35
·5 months agowhen they send you a letter for your final appeal, there's a number at the bottom of the page to call. It's the only time you can actually talk to the clams department(final appeal). It's a 208 number, I called and got my damage package claim approve, they can tell you what is needed. What bites is it takes 6-8 weeks to get to that point.
meme6253
·5 months agoUSPS use to be very good at helping with claims, But in recent years they have changed & enforce new guidelines for how a package was properly packed for crush resistance which requires very good packing materials & sometimes dual boxes which you may consider for future items, But that does tend to increase the cost of shipping due to the extra weight.
slippinjimmy
·5 months agoCarrier insurance for anything other than a completely lost package is next to useless.
You didn't mention the reasons USPS gave you for declining the claim, the appeal and the second appeal?
christworks
·5 months agoNot true at all.
It might be for someone who has no clue how to pack, but that has nothing to do with the insurance. That's sellers being cheap and not making sure things are secure.
I've never had a claim denied, even with FedEx.
tsme35
·5 months agoProblem I have is the last buyer refused to take the item up for inspection, but takes PO 10-14 days to send the 1st denied letter to give them a claim number for PO, buyer got their money, they don't care.
christworks
·5 months agoYou should have had the buyer return the item to you, then you issue the buyer their refund and file the USPS claim.
I've won every claim simply by submitting a) a photo of the box prior to shipping, b) a photo of the damaged item, and c) photo of the damaged box. I tell the buyer they can either provide me the photos, then I'll refund them or they can go through the return process and I'll refund them after I get the item and packaging back.
I have found photos are sufficent.
tsme35
·5 months agoPhotos haven't been sufficient in any of my cases, the item was required to be taken to the PO for inspection AND get a receipt. I've only had 2 claims in the last year, had a reel get crushed, they took up and forgot the receipt, I only won because it was a small PO and the postmaster remember the reel when I called.
Had a fishing rod broken 3 months ago, buyer didn't return my emails once they got refunded(they don't have to really) I'm not paying $18-$22 for them to return a $20 broken fishing rod. I called PO on the 2nd appeal and explained, she was very nice and told me to wait and when I get the final appeal letter to call the number and explain. Claims lady was very nice too and I got lucky, she gave me a one time only refund.
I don't use FEDEX and only problem I've had with UPS was when they put the refund check in my ebay ID name, bank wouldn't cash it and took 6 weeks to get another one.
keziak
·5 months agoOnce I had a customer claim the book was damaged when she got it. She sent it back and then staff in my PO said that I could not file a claim because it may have been damaged in the uninsured trip.
christworks
·5 months agoI hear you on your problem, which is why you should have told the buyer to return it, and then issued them a refund. Instead, you issued the refund and for some reason thought your buyer would take more time to handle your business.
tsme35
·5 months agoYou missed my other post, doesn't make sense to pay another $20 for return shipping for a $20 item, then file a claim, ebay only gives sellers 3-5 days for INAD to refund buyer. I get it, buyer lost out and deserves their money back and I give them the "story" that PO should pay claim and be held accountable, if not it won't stop them from being more careful.
USPS does not refund shipping on items they damage, only if lost. I did have a long talk with the claims lady that if the PO is going to file online claims, they should give the case a claim number right away and do the whole claim online, not wait 10+ days to mail a letter. The buyer then can run up for inspection right away and they don't have to hang on to item for weeks. She said their looking into it but really not something they plan on anytime soon.
Pretty much mute for me, by July items under 8 oz, will jump around $1.50 more or close to 30% for just the 1st half of the year and another increase in Oct.
adamcartwright
·5 months ago@christworks
Do you photograph all outgoing packages?
christworks
·5 months agoYes. All packages get one photograph on the scale, showing the package, whether it is labeled fragile, etc. , and the shipping label. I use the Time/Date stamp app so the date/time is on the photo.
If it something truly breakable, I double-box. I'll take one photograph showing the item is double boxed with the innerbox still unsealed to show how the item is wrapped.
Having a photo of the package has come in handy for other reasons. When a buyer says they cannot find their package, I message them a photo of it so they know what they are looking for.
adamcartwright
·5 months ago@christworks
I've done much of what you describe a few times, but I think I'll start doing it your way and more often.
Thanks.
christworks
·5 months agoI will say that even FedEx, who everybody seems to complain about, gave me no issues after they damaged an $90 item. I literally had my check in hand exactly one week after I submitted the claim. The only thing I submitted with the claim was the order page, showing how much the buyer paid, two photos i took when packing, and two photos the buyer sent me...one of the box and one of the item. That is it. Had I listened to the nay-sayers here I would have missed out on getting my money back. Then, to beat it all, I had told the buyer to return it and then I'd give them their refund. I sent them the shipping label, then filed my claim with FedEx so that process would be started. The check came one week later and the buyer had not yet sent the item back. A week later they messaged me and said they had decided to keep it for parts, so I never had to refund them and I still got to collect the claim.
It is like when USPS misses a delivery scan. I know the buyer has bound to have gotten the item or else I will be hearing from them. After 30 days, I file the claim with USPS and I get my money back on the item and the postage. My friend who workes in management at USPS is the one who told me to do that every time a package is not delivered because I did not get the full value of the service I paid for.
colfaxstation
OP5 months agoLack of value documentation. Seems an eBay receipt is not accepted.
inhawaii
·5 months agoI've had that happen to me before.
You would think that if you just sold something on ebay for $49.95 that's it's value would be $49.95.
Kinda ridiculous that the usps says the ebay receipt wont suffice.
bonanza125
·5 months agoWell if they are requesting a copy of the sale and you provided the required documentation I would suggest maybe talking to your local USPS manager and see if they can give you some insights as to why this request keeps coming back. Usually it's smooth. Are you sending them an official copy of the sale which Ebay provides you or is this some other sales copy?
colfaxstation
OP5 months agoTalked to the local PO. They are stumped why. Sent the official eBay receipt. It appears to simply be USPS trying to outwait the claimant and save money.
tobaccocardyahoo
·5 months agoThere are packaging standards that must be met for USPS to honor an insurance claim.
Many Ebay sellers have no clue what they are, and pack in a manner that is inadequate.
Many items need to be double boxed with packaging materials between the boxes.
Many item are shipped in packaging which does not meet crush resistance standards.
colfaxstation
OP5 months agoThis was a USPS box. 1/3 of the box was crushed like they had run a forklift over it. Cast iron 1900's vintage engine was broken. No one should need to double box unless the shipper is incompetent.
mkaczorsee
·5 months agoHow heavy was this "cast iron" engine?
Was it a USPS priority box?
oldwestcoins
·5 months agoTry contacting your USPS District or HQ(DC) Consumer Affairs Office. Ask your PM for the phone number or Google it. I would also highly suggest filing a complaint with your Congressional Representative. You should be able to do that online. Give them all of the facts - tracking number, claims number, and the denial letters from the Claims Dept incompetents. You will be contacted by one of their reps.
onefootflipper
·5 months agoMoving along with your life. How expensive was the item and how valuable is your time?
oldwestcoins
·5 months agoHa! So true. If it were only that easy sometimes.............