I sold a laptop. Buyer received it damaged. Where do I go from here?

[charlieclean16]

Sold a laptop for $80. Shipped using UPS Ground. Used layers of bubble wrap and air pockets, but the laptop still arrives damaged. Buyer sent pics; the box is damaged, even having a hole in the side.

Buyer didn't ask for a return/refund yet. Just asked how I want to proceed. Thing is, ebay does very little to educate sellers on this situation.

I'm pretty sure UPS insures packages up to $100, but I have no idea where to begin. Can I file a claim through ebay? Or go directly to the UPS website? Even still, I assume even if UPS refunds me the money, I'll have to give it to the buyer anyway. So I'll end up with $0 and 0 laptop, right? Am I screwed? Or how else can I handle this?

[cubano4u]

Buyer did nothing wrong here so yes you need to refund them. You should ask them to create a return if you want the broken laptop back. If you don't want it then just refund the buyer, they had nothing to do with the delivery and paid their money. 

You can open a claim with UPS but it has nothing to do with eBay itself. Your shipping issue is with the shipping company directly. You may need the original box so reach out to the buyer and ask them to set it aside for you. Another reason why you want to refund them, keep them on your side. 

[charlieclean16]

Thanks for the response. Just to be clear, my steps should be:

1) File a claim with UPS, and get $80 back

2) Tell buyer to request a refund through ebay (I don't want the broken laptop)

3) Refund said $80 to buyer

Am I correct?

I assume I don't need the original box if I'm letting the buyer keep the laptop

[powell-memorabilia]

Correct.  But, your claim with the USPS likely will be declined.  It is very hard to have a successful claim, based on what most have shared on these boards.

[slippinjimmy]

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@charlieclean16 wrote:

Thanks for the response. Just to be clear, my steps should be:

1) File a claim with UPS, and get $80 back

2) Tell buyer to request a refund through ebay (I don't want the broken laptop)

3) Refund said $80 to buyer

Am I correct?

I assume I don't need the original box if I'm letting the buyer keep the laptop

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Urge the buyer to keep the laptop and packaging on hand for possible inspection by UPS. Like all shippers UPS will try anything to weasel out of paying off a claim. The first thing would be "insufficient packaging, claim denied".

If they do agree to pay a damaged claim they will usually want the item in question to be handed over.

[charlieclean16]

Would you happen to have any advice on making a successful  claim?

[charlieclean16]

Ah so the buyer may need to ship the package again? Or hand it over to whatever UPS store, for inspection

Is there anything else I can do now to ensure a successful claim?

[powell-memorabilia]

That’s the problem - you have to ask the buyer if he’s willing to, basically, be

your agent in the claim.  

As a buyer, I’m not feeling excited about holding onto a busted item and the original packaging - I’d rather return it to you.  Problem is that the usps wants to inspect before it is returned to you.

If I thought that you packed well, I’d be fine to take it to the post office.  But, that is because My wife or I go almost every day.  

if I find that you didn’t pack well, and that is the reason for the damage, I’m not going to bat for you.

[aeparts1]

Did you buy the UPS shipping label thru eBay, your personal UPS shipping account, or at a UPS shipping store??? This affects how things will play out.

[powell-memorabilia]

Sorry - didn’t see that it was UPS.  Same sentiment applies.

[charlieclean16]

I bought the  UPS label thru ebay itself. I called the UPS store, and they advised me to file the claim through ebay rather than the UPS website directly. Since the payout would go through ebay either way

[aeparts1]

In situations like this, I have refunded the buyer, as long as they have provided me with pictures of the damage. Then I file a claim on the UPS web site. But, I buy the labels on my account, not eBay's.

Before you file the claim, have everything you need lined up. Have the pictures easily accessible, & reduce them in size, UPS will take only small files. Have a picture of the eBay invoice ready, showing the purchase price, & reduce it in size. Have the buyer's name, address, phone # ready to go. Have a clear description of the item ready to go. Have a clear description of the packaging (size, weight, how it was packed) & the damage ready to go. Have the tracking #, & the eBay sale # ready to go.  Once you have all that, you are ready to file. It is a pain to file, UPS doesn't make it easy & their claims system does not work smoothly. Plan on an hour to file, even with great planning. Make sure you fill out everything as well as you can.

Then, you wait. Last claim I had took about 6 weeks to be approved, a couple more weeks for the check to be approved & mailed. Since you bought the label on eBay, I believe UPS sends the check to eBay, then eBay credits you for the amount of damage. I have no idea how long that will take. Weeks, I imagine.

You will not be reimbursed for the shipping you have paid.

I've never been denied a claim, but it takes time to jump thru UPS's hoops. Do it all right & eventually you should get paid.

I hope this helps! Good luck!!

[glgenterprise]

It is very important to have the buyer hold onto the laptop and all of the original packaging until the claim has either been approved or you've given up on appealing the denial. Do not have them ship it back (if you want it back) until this has played out, as it being shipped again can be grounds for a denial as UPS can claim that they cannot determine which time it was damaged.

I've had good luck with USPS, but have not had to do a claim via UPS in a long time.

The last couple of  times I literally just had to fill out the claim form, submit photos and documents and it was immediately approved. But I also am very careful to fill out the forms with terms like "double walled box" and "2 inches of padding" since that is where they try to deny claims.

Even though I purchase through eBay, since my docs all have my name on them, I usually go through the shipper's site directly and have not had them deny the claim/send the check to someone else.

I