Hoping for help with a request from a buyer I refunded because of USPS damage

[babsklassykloset]

Good afternoon to all.  I shipped out a porcelain bowl via USPS.  Although it was packed with care it was destroyed upon delivery and I refunded the buyer that day.  

The next day I go to file a claim with USPS only to get a message "a claim has already been initiated on this tracking number".

Puzzled I called USPS and they informed me recipient of the package had already filed a claim.  So... I messaged the buyer and she got back to me later that evening saying that without her knowing her husband had indeed opened a claim for the bowl.

Whatever they filed was denied and now she is asking me to send a detailed invoice as per the letter as an appeal.

Not being very technically savvy I clicked around and found some of the information requested in the letter, but, not all.  Can the buyer see as many details as I can about the sale.  I really wish that they hadn't jumped the gun, but, since they did I would like to ask them to handle this so that I can get my money back.

Has anyone else had to do this and, if so, please help me get to the place that has all the information required.  Thanks as always

[kensgiftshop]

@babsklassykloset 

You should be the one filing an insurance claim with USPS, not the buyer.

The buyer has their refund.

[nobody*s_perfect]

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@babsklassykloset wrote: ... I go to file a claim with USPS only to get a message "a claim has already been initiated on this tracking number"....

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But did that block you from ALSO filing a claim?  Either party can file, and the DMM has a provision about what USPS does if both parties file, so I think it would be possible for you to file even though the buyer already did.  As noted in the other post, there's no reason for the buyer to collect double on this situation: YOU should file a claim.

The proof-of-value  that the USPS wants is available only to the seller, because they want proof that the payment was received.  Just a completed listing isn't satisfactory because it doesn't prove that the item was paid for.

Here's the DMM section about "Dual Claim":

5.5 Dual Claim

If the mailer and the addressee both claim insurance and cannot agree on which one should receive the payment, any payment due is made to the mailer unless the claim has already been paid to the addressee upon presentation of the original mailing receipt.

https://pe.usps.com/text/dmm300/609.htm#ep1097274

[babsklassykloset]

Yes, I am now unable to file a claim.  Once a tracking number is imputed for a claim, the system will not allow it to be used again. I will seek help from my local postmaster, but, fear I will be out the item and shipping cost.  The buyer should have never opened a case as it is my $$ loss, not theirs.

The only solace I have is that their claim was denied and they won't be able to get double refund.

[dbfolks166mt]

     Long explanation but complex situation.

     I have had to deal with a number of shipping damage claims with USPS over the years. There are multiple pieces at play here and timing is everything. It is important that the buyer contacts you about the damage before they file an eBay NAD case or a USPS claim so you can address how to proceed.

     Either the sender or the recipient can file a USPS claim but it is MUCH easier for the recipient to do so since they have the item and the packaging. In EVERY USPS claim that I have filed, except one, the recipient has been required to take the item and the original packing to a post office for inspection, this is regardless of who filed the claim. The postmaster has to inspect the item and packing and make a determination of whether it qualifies for re-imbursement. If it does then the PO will keep the item and the packing, complete the forms to issue the refund  and remit those to the USPS claims center in St. Louis. If the recipient/buyer was already refunded through an eBay NAD case and they are the one that filed the USPS claim USPS will reject the claim. If the recipient is the one that filed the claim and they have not already been refunded through an eBay claim and the post office is found culpable for the damage then the refund, if issued, will be to the recipient. 

     If the seller/sender is the one that filed the claim the same process with regards to package inspection by the PO will still apply and you will need assistance from the buyer/recipient to have them take the package to the PO for inspection. Again if USPS is found culpable the same paperwork process applies. If the seller/sender has already refunded the buyer/recipient, i.e. through an eBay NAD case then the seller/sender will be the one who is refunded up to the value of the item if it was fully insured, but they do not refund the postage cost. If the buyer/recipient has not been refunded then USPS will refund them under the same constraints. 

     This is where it also becomes a little more complex. If the USPS refunds the buyer/recipient then the seller/sender may have to issue a partial refund for the shipping and sales tax. 

     My most recent case I talked with the buyer which involved getting their personal email and phone number which I needed for the USPS claim. We agreed that I would file the claim so I had him open a NAD case with eBay due to shipping damage and fully refunded him. I filed the USPS case and received EXCEPTIONAL support from the buyer who took the item to the post office for inspection. Post master agreed there was damage but there were some procedural issues that were not followed and it took a call to the USPS claims center to finally get this resolved. I was eventually refunded for the value of the item but not the postage. 

     Suggest you call the USPS claims center in St. Louis and ask them for their advice on how to handle the matter. They were extremely helpful with the resolution of my most recent case.