07-07-2017 08:39 PM
I have received a message from a buyer letting me know that their item was received damaged. The buyer says the box is damaged and the plates are shattered.
I am receiving conflicting information on how to deal with this. Does the buyer need to send the product back to me? An Ebay representative told me to have the buyer return the item by selecting "Arrived Damged" from the drop down menu and that Ebay will send the buyer a shpping label. Others are telling me that pictures will suffice.
Does anybody have some advice on how to handle this and what the process is for filing a claims with USPS?
07-07-2017 08:51 PM
You received incorrect information from ebay CS. If the plates are returned to you, it voids your insurance claim.
Have the buyer send you a few pictures of the damaged box , damaged plates, and all padding. The damaged box will probably mean your claim will be granted. Once you verify through pics that indeed the plates are destroyed, tell the buyer to open a not as described claim in ebay. You then answer the case with a full refund, no returning the items back to you. (Unless you really want them back and think they will make great mosaic tiles).
Then you file online at USPS with the pictures. You must supply the link to the ebay sale for value purposes.
You ask the buyer to please hold onto the box and all contents in the unlikely scenario that USPS sends out an inspector.
Then you wait...and wait...and wait...
Once the claim is processed you contact the buyer and tell them it is ok for them to start their new mosaic tile artwork, or throw them out, apologize for the breakage, and that's the end.
07-07-2017 09:21 PM
07-07-2017 09:28 PM
07-08-2017 02:29 AM
Thanks for the heads up!
This is my first damaged claim. I have had buyers message me to tell me their is something wrong with product and ask for a partial refund. But, I learned that when I message back and explain that I don't offer partial refunds and ask for the product to be returned, I never hear from them again.
07-08-2017 03:22 AM
07-08-2017 04:45 AM
I haven't had to file many damage claims with USPS but have always been refunded my original shipping costs. I ship over the counter so I have always included a copy of my post office receipt showing what my shipping cost was.
I haven't had to file one for a long time~~the last one was from before USPS offered the free insurance on priority packages. I was refunded the value of the item and my shipping cost but not the amount I paid for insurance.
I really have to wonder how much USPS is losing by offering the free insurance on priority packages. I also have to wonder when they will realize they are really losing money & when will they decide to make us pay for insurance on packages we want insured again? UPS & Fed Ex are really tight with their money and refuse a LOT of damage claims but it appears USPS is a lot more lenient in settling insurance claims.
07-08-2017 04:54 AM - edited 07-08-2017 04:57 AM
@kattinsanity wrote:I haven't had to file many damage claims with USPS but have always been refunded my original shipping costs....I haven't had to file one for a long time~~the last one was from before USPS offered the free insurance on priority packages.....
The policy has changed. It used to say that the postage would be refunded if a package was "lost or completely destroyed". Now the reference to compensation for postage is only under the section for lost packages (5.4):
07-08-2017 05:00 AM
@kattinsanity wrote:
... I haven't had to file one for a long time~~the last one was from before USPS offered the free insurance on priority packages.... UPS & Fed Ex are really tight with their money and refuse a LOT of damage claims but it appears USPS is a lot more lenient in settling insurance claims.
How do you know that, since you haven't filed a claim in years?
07-08-2017 06:11 AM
I read the boards. I see MANY complaints from sellers who are denied compensation on insurance claims through UPS & Fed Ex but rarely see a claim having been denied through USPS.
07-08-2017 06:40 AM
@ersatz_sobriquet wrote:Then you wait...and wait...and wait...
I wanted to complement your post. You gave an excellent and accurate overview of the process.
The only thing I would add is that USPS has a reputation for long waits to settle insurance claims that I have not experienced ... and, so, it is not necessarily true. For example, with my most recent claim (about 4 weeks ago), I had a check in hand within 72 hours.
07-08-2017 06:57 AM
Great job and dealing with the false damage claim partial refund scammer
07-08-2017 07:26 AM
@partial*eclipse wrote:
@kattinsanity wrote:I haven't had to file many damage claims with USPS but have always been refunded my original shipping costs....I haven't had to file one for a long time~~the last one was from before USPS offered the free insurance on priority packages.....
The policy has changed. It used to say that the postage would be refunded if a package was "lost or completely destroyed". Now the reference to compensation for postage is only under the section for lost packages (5.4):
https://pe.usps.com/text/dmm300/609.htm#ep1097274
I would appeal the postage costs.....with a copy to US reps/senators if they didn't refund it.....raise some stink even if it might seem useless. Totally unacceptable they keep postage for an item they destroy.......
07-08-2017 07:29 AM
Everyone thinks of changing the world, but no one thinks of changing himself. - L Tolstoy
"You are entitled to your own opinion, you are not however, entitled to your own facts."
07-08-2017 08:36 AM
@ellis61 wrote:
@ersatz_sobriquet wrote:Then you wait...and wait...and wait...
I wanted to complement your post. You gave an excellent and accurate overview of the process.
The only thing I would add is that USPS has a reputation for long waits to settle insurance claims that I have not experienced ... and, so, it is not necessarily true. For example, with my most recent claim (about 4 weeks ago), I had a check in hand within 72 hours.
I'm very glad to hear that because I am filing a claim today after not having filed one for several years!