Buyers item broke in transit

[dard93]

Hi!

I shipped a bronze horse figurine and one leg broke off in transit.

How should I handle this- it was packaged well and fragile stickers were placed on the box.  Should I issue a refund and submit a complaint to the post office?

Thank you!

[lakefor94]

I saw the horse in your solds. If the buyer sent a picture with the broke leg or you are convinced it is broke I would probably just issue the refund for the $22 item plus shipping and move on.  (Full refund)

EBay should then refund your Final Value Fees.  

Getting the carrier to cover the costs might be a challenge. 

[12345jamesstamps]

And buyer showed a photo of one leg broken? Buyer doesn't have to send you a photo but if a buyer does I would do the refund.

Before looking I knew "buyer doesn't except returns" was such an item.

Insurance is for lost in transit.

Complaint to post office...me...a waste of time.

You can do the return and have such an item fixed when you get it back...send a eBay shipping label return.

No photo of item broken might means you are being "taken for a ride"..."seller does not take returns".

Buyer gets refund and keeps item.

[frankenhobbit]

Yes. Refund in full. 

Post Office will likely say you packaged it incorrectly/inadequately (no matter how well you actually did). Fragile stickers are probably as much use as the extra padding they provide unfortunately, but they do at least show that you tried!

It may be worth a try opening up a case, but you have to weigh up the benefit vs the aggravation factor for both you and the buyer who will likely need to supply pictures of packaging, damage etc. 

[reo_pro]

I recently had a collector plate break in shipping with USPS, which buyer sent me a picture.  I refunded the buyer and made a claim with USPS.  $100 of insurance comes with purchasing ebay labels.  USPS refunded the purchase price within 2 weeks.

Post office did not question how I packaged the plate.

[12345jamesstamps]

eBay refunded you or USPS refunded you? Check into that. You had a eBay shipping label.

[1786davycrockett · Accepted solution]

@dard93 

@12345jamesstamps 

Check the USPS Ground Advantage site for instructions on how to file a claim:

Benefits

For All Customers

$100 insurance is included (for both outbound and return shipments), and you can purchase up to $5,000 in additional coverage against loss or damage for merchandise.

[dard93]

Thanks so much!!

[12345jamesstamps]

Have we ever had a happy camper who got a refund from a damaged item on this platform...LOL

Lost item yes...damaged...buyer did not package it very good.

But maybe seller has months to claim a claim in emails.

[gwens*4saleitems*]

Me thinks James has "buyer v. seller" confusion. LOL

"Before looking I knew "buyer doesn't except returns" was such an item."

"Lost item yes...damaged...buyer did not package it very good."

Just an observation.