Why is E-Bay's Return Policy Incompatible with ShipCover and USPS Insurance?

[mrfindit]

It appears to me that E-Bay's return policy is incompatible with the insurance that they offer.

Say buyer receives an item and it was damaged in shipping.

The terms of USPS insurance says the item can't be re-shipped.  This means the buyer cannot return it to the seller, or insurance is void.

On ShipCover insurance, their policy states that USPS coverage is transferred to ShipCover and that the seller must help ShipCover collect that insurance.  However, if the buyer returns the item, the USPS insurance is void, and so you cannot help ShipCover collect that insurance, because you voided it with the return.  This may nullify your ShipCover insurance as well!

Further, E-Bay's return policy only give the seller 3 days to accept a return request, and no requirement for the buyer to assist with any valid insurance claim.

It seems like a compatible E-Bay return policy would be that Buyer asks for a refund/return.  Seller must be allowed to request any needed photos and buyer must comply for return to proceed.

Then even after photos are provided, seller needs time to file the claim, and for USPS to determine if an inspection of the damaged item is required.  This typically takes another 3-5 business days.  So after buyer provides photos, seller should have another 5-7 day grace period for insurance to process then claim.

Then seller can offer full refund where buyer keeps item, or require an actual return.  But sellers don't really know what their options are when there is an insurance/damage claim!

[wastingtime101]

eBay offers sellers zero assistance in these situations. They expect you to take care of the buyer @mrfindit and they don't care if the buyer refuses to cooperate with a claim.

If you have a reasonable buyer you'll get photos to submit the claim, ask them to hold on to the item and all packaging materials until the claim is processed (which can take anywhere from 2-8 weeks), and refund them in full upfront.

By the way, USPS won't pay out for damage unless the outer box is visibly trashed - run through by their forklift, has tire tracks from being run over, etc. If the outer box is in tact they'll say that the packing wasn't good enough and deny the claim. They won't pay out if you reused a box, either.

[santamonicajeweler]

You can do whatever you want with a damaged item once it's inspected by, in this case, Postmaster. Here is the process;

Once Buyer notifies the Seller of damaged item received 

- Seller must file a claim immediately 

- Ask Buyer to take the whole package to their local Post Office and get it inspected

-Record the meeting, like; address, date, time and name of the Postmaster 

-Hold on to the package for short period of time till the information is recorded on the system 

-Return the package 

-Get a full refund by Seller 

Then Seller will follow up with the underwriter and recover losses. This process needs Buyers' cooperation. That's the difficult part. Photos are of no use. All underwriters, under normal circumstances, require physical inspection 

I've gone through this few times. %50 percent of the times, Buyers give up and file for INAD, thanks to boards like this and people giving Buyers such advice! 

[wastingtime101]

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@santamonicajeweler wrote:

%50 percent of the times, Buyers give up and file for INAD, thanks to boards like this and people giving Buyers such advice! 

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As a seller I agree that it's frustrating to see people tell buyers not to cooperate with the insurance claim process. I've seen the same thing you have with people basically saying, "who cares about the seller? Get your money and forget them."