ShipCover and Refunds

[snorifu]

Greetings! 

I have just received a request for refund for an item and have until the 1st to resolve it.

The item was damaged in transit and I had ShipCover insurance on the package but unable to make a claim until the 3rd.

How do I proceed? I’ve spoken to customer service saying nothing will happen on the 1st because I am in contact with the customer and to wait to do the claim until the 3rd.

On the other hand I’ve been seeing conflicting answers saying on the 1st it will auto resolute and refund the customer.

If anyone could shed some information on what I should do that would be amazing.

[kensgiftshop]

Refund the buyer and have them hang on to the package and item so it can be inspected if needed.

Ask the buyer for a few pictures and when you can, file a claim with ShipCover.

[lamber9347]

The refund system on eBay is all automated due to the sheer number of daily transactions. If you do not respond to the case, it will close on the buyer's side and you will have to issue a full refund, or eBay will take the funds out of your account. It is also not the buyer's concern when an item is damaged during shipping. Hopefully you stay on the buyer's good side and get them to work with you on the credit from ShipCover. Many times, the carrier will require the original box to be taken in, so best to get cooperation from your buyer. Refunding them will keep them on your side. Best of luck to you.... 

[ms.rodriguez*]

Do what the others stated and ask for the photos and ask the buyer to please keep the box, the contents and any bubblewrap that came in the box for a bit.  Make sure that you also apologize for the breakage and for the inconvenience.   Perhaps offer them a few dollars off on a future purchase too after this is resolved with the insurance.  Goodluck.