Post Office Damage

[staysafeminimart]

Greetings Sellers, I have a new eBay store but its not my first store... I previously sold designer items at a discount now I'm selling food and household items. A customer of mine contacted me because she believed the post office dented all six of her cans and asked me how we can resolve this issue. I apologized and referred her to the USPS to file a claim as insurance is covered on her item for up to $50 and she paid $30.

I feel so bad and wish I could do more. Did I handle it correctly? What would you have done?

[doc-holmes]

I'm pretty sure only the sender can file the insurance claim. So, if the customer requests a return you'd accept the return and refund, and then make the insurance claim. 

[silverstatetreasureboxes]

@doc-holmes 

     You are correct, OP you have to go to the USPS website and file a claim and you can send pictures there also.

[1grandmashope_1]

It is up to you to make the claim, and not the buyer.  Pictures of the damaged items and packaging are helpful. 

This does not always work out for the seller, but it may.

If they are not happy with the items, you can either send them a refund without a return,  or send a return label and refund after the items are received back. 

Whatever works for you.  

Stay safe and be well,

Grandma 

[nobody*s_perfect]

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@doc-holmes wrote:

I'm pretty sure only the sender can file the insurance claim. So, if the customer requests a return you'd accept the return and refund, and then make the insurance claim. 

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Either party can file the USPS insurance claim. Often, USPS will want to inspect the package as part of the claim process, which means it's more logical for the recipient to file.

https://www.usps.com/help/claims.htm

However, this is inconsistent with eBay's buyer protection policy, which says that a buyer is entitled to get a full refund directly from the seller if an item is not as described (which includes shipping damage). If the seller wants the item back they can pay for the return postage.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[kensgiftshop]

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@staysafeminimart wrote:

I feel so bad and wish I could do more. Did I handle it correctly?

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No.

You refund the buyer and have them hang on to the items and package.

Try to get a few pictures for the claim.

You file a claim with USPS.

[inhawaii]

You explain to her that dented cans are no big deal. The soup (or whatever) inside is fine. 

If you feel that bad about it, offer her a partial refund. 

Take responsibility for this.  If these cans were packed better they would not be damaged.

Good luck and stay safe.