Trying to file a claim for damaged item but Protection Plan Claim page indicates item not insured

[remdmm7]

I was contacted by a buyer indicating that an item was damaged in shipping and with this being the first time this has happened to me, I had tried to contact eBay without any luck. 

I though I better refund the buyer before they raised any issue and then went to file the claim at https://www.pip-claim.com/PIPClaim/eBayIntClaim/CreateeBayClaim.

After entering all of the information, the page indicates that the tracking number is not insured ("TrackingNumber-There is no shipping insured for this trackingNumber."  to be exact). 

The package was sent USPS Ground Advantage and I was understood that these packages were insured to $100.

I can't get any further with the claim and tried to reach eBay by both phone and the "self help" but just keep going in circles.

What should I do at this point?

Thanks in advance!

Robert

[comics-scifi-collectibles]

@remdmm7   You're just on the wrong insurance claim form.   That one is for eBay Standard Envelope for trading cards and a few other select categories.  

You need to file your claim on USPS.com  https://www.usps.com/help/claims.htm

Let me know if you get stuck on the steps. 

You will need photos of the item, the box, and the packing material .  Ask the buyer to hold on to all items until your claim is settled. 

[remdmm7]

Understood, I appreciate you pointing me in the right direction! 

I probably should have posted here before refunding the buyer as they have been somewhat unresponsive.

They sent a couple photos of the damaged item with the original communication and I asked for photos of the outside of the box a week ago and received a response two days later which didn't include the extra photos, replied to them again, indicating that it would be best for them to open a claim for the damaged item and hadn't heard from them since.

I just got concerned with how this was dragging on and was worried that I would suddenly get a negative review from the buyer. Chances are that I won't have any luck getting the additional photos, so I'll chalk this one up to a learning experience.

Thanks again 🙂

[comics-scifi-collectibles]

@remdmm7.   Insurance is for the seller.   The buyer is covered by the eBay Money Back Guarantee.  

Sorry your buyer wasn't cooperative wirh photos.    I always recommend sellers  ask for the photos and let the buyer know that they will issue a full refund as soon as photos are received.    Most buyers cooperate  when asked this way.  

Of course if they file a eBay refund request you must refund within 3 days or risk a defect.  

[remdmm7]

Yes, that's good advice for next time. Hopefully it won't be anytime soon!