Broken item

[kellym4763]

The buyer has opened up a claim against me saying I did not describe it correctly. Clicking on the details he states the item arrived broken.  When filing a claim with USPS, does the seller file the claim or does the buyer file the claim?

[katzrul15]

Usually the Seller would file the claim - you purchased the label and/or extra insurance.  If you purchased the Priority label thru e-Bay you have at least $50 in insurance for your order, $100 if TRS.

We usually ask the Buyer to send us pictures of the damage, the box, the label, etc to use to complete the online form with USPS to file the insurance claim.  We use those and the email from the Buyer as documentation for USPS.  Have not had to file a claim in a long time - others have posted on here that USPS has changed some of their claim parameters, etc.  Good luck!

[ed8108]

Why would a buyer file a insurance claim when eBay holds the seller responsible for getting the item into the hands of the buyer undamaged ?

You are aware a carrier regards the shipper as their customer 

[postingid7659]

OP has a bigger problem.  Buyer has filed INAD, which means you HAVE to approve the return, or you will get a ding on your account.  

As for the claim, I believe either party can actually file the claim with USPS and provide evidence of damage.  The only good news for the OP is if the buyer returns the item in the same packaging you can simply document yourself and file the claim.  USPS has no way of knowing the buyer sent it back to you. 

This happened to me a few years ago, USPS managed to squash the box a bit and the less than intelligent buyer claimed I shipped the item this way even though you could clearly see on the box where it had been damaged.  So they sent it back to me and I took pictures and submitted a claim - plus was able to repair and re-sell the item, which only had minor damage.