Damage refund

[warfaye]

I sold a cart part that was broken in half during shipping. Opened a claim with UPS (takes a while) . In the mean time customer was getting restless after a week so I refunded him in full and asked for photos ,which he sent  and to not discard package or contents. Now UPS needs more pictures and I asked customer for them and he messaged me that he threw the box and wrapping all away. Now I can't finish my claim. What should I do now? 

[toysaver]

Nothing you can do without buyer's cooperation.  You voluntarily refunded before the case was settled and this is the result.  A valuable learning experience.

[fab_finds4u]

Too late now.

You should have had them put everything they received-item and the package- in a new box and returned it to you before you refunded.

[north40sales]

Once your buyer threw away the packaging, any avenue for a UPS claim evaporated.  UPS investigators will need to see the damaged part, packaging (including any buffering material), and the invoice showing valuation.  

All this requires cooperation and patience from the buyer as they are in possession of ALL the items that UPS will need to inspect before processing a damage claim.  

When you refunded them.....they no longer had any reason to be cooperative and discarded the packaging.  

You should not refund a customer for damaged goods until YOU have received payment from the carrier for the damage claim. 

[forward-motion]

I refund the buyer, tell them not to send it back and move on. Keep on listing, keep on selling. Don't bother with it. 

[katzrul15]

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@warfaye wrote:

I sold a cart part that was broken in half during shipping. Opened a claim with UPS (takes a while) . In the mean time customer was getting restless after a week so I refunded him in full and asked for photos ,which he sent  and to not discard package or contents. Now UPS needs more pictures and I asked customer for them and he messaged me that he threw the box and wrapping all away. Now I can't finish my claim. What should I do now? 

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It does not sound like perhaps it was packed very well unless UPS ran over the box or an extremely fragile item to be able to break into (which means it should have been doubled boxed)

Buyers unfortunately do not have cooperate with a Seller regarding a claim.  We are starting to see USPS do the same thing.  UPS will only pay the insurance claim if they have sufficient proof it was packed & shipped properly.  

[tsme35]

Same as in the USPS, their requiring to inspect damage package and item, The only hope sellers have is that the buyer is understanding and will cooperate. So far most have but you still have to refund within a certain time or ebay will refund the buyer and  you lose plus a ding. I've suggested ebay make a change to policy to require buyer to summit pictures, hang on to items and take to PO but that just falls on deaf ears. Ebay's lost, I refuse to sell any high dollar item for the fear of scam or damage