USPS claim

[flmscty]

I have an item that I sent that was damaged.  What do I do after I claim the insurance for the post office?  How long do I wait to refund the buyer?

[7606dennis]

I'd refund the buyer immediately.

[m60driver]

The refund to the buyer is not dependent upon your getting a successful insurance claim from USPS.  So, as noted above you refund immediately as the issue is between you and USPS and does not involve the buyer. 

[fashunu4eeuh]

Normally the buyer would be refunded right away, depending on the circumstances. Certainly it is not usual to make them wait until the seller is reimbursed first.

But i think a little more info is needed. Has the buyer opened a Not As Described case, or sent photos? Are you expecting them to return the item? How were you informed of the damage? What was decided in discussions with the buyer?

[jahood1984]

I do not know why anyone would recommend refunding immediately, the buyer would have zero reason to work with you.   Did the buyer preserve the box and packaging , if not you likely have no insurance claim options.  Has the item been shipped back to you, if so you likely have insurance claim option.  Honestly the last 3 times I needed a buyer to work with me on insurance they didn't, I no longer buy it because it's essentially worthless but costly.  We do need more information though ..  people will tell you the buyer doesn't have to work with you, that's mostly true but they are obligated to keep the original box and packaging!  If a postal inspector needs to see the item at the delivered area, if you refund a buyer has no reason to leave it on the porch or drop off.  Again, they do not have to do this.    However, my last case involving insurance the buyer threw away original box and packing.  The buyer messaged me that it was damaged in shipping, I had them return it because no box/packing - no claim.  I deducted 50% of the return noting that I needed to file an insurance claim was unable to use the service I paid for because the buyer admitted to throwing away all packaging and sent it back in their own box.  The buyer tried to fight it and in the appeal I noted to read the messages, the buyer claimed shipping damage and the buyer threw away all packaging invalidating my potential insurance claim.  It was not a small sum of money, more like 1k, they buyer tried to fight it and eBay sided with me because of the buyers messages.  

[johnrj1226]

1.  The seller is fully responsible  for getting teh package  delivered  to the buyer in the  same condition as  described in their listing - eBay rules

2.  While it is appropriate to request pictures of the  package, damaged item and shipping label.  The buyer  DOES NOT have to comply.

3.  It is up to the seller to  do battle with their  carrier as the damage may have been caused by insufficient packaging and  the carrier can  decline coverage payment.  Carriers like to find reasons not to pay up.

4.  The  carrier may want to inspect the damage and package & packing at the point of delivery.and may not pay a claim if the package is returned to the seller.

5.  I would think reimbursing the seller pronto would be in the best insterst of the seller.   In my 41+  years as a seller  these two personal policies  served me well  - When In Doubt Do What Is Right and Make It Easy For Buyers & /Prospective Buyers To Do Business With You - not the other way around.

[dbfolks166mt]

     As  fashunu4eeuh  mentioned  some details are missing. If the buyer has opened an NAD case because of the damage fully refund. Then work the rest of the USPS claim issue. Hopefully you have a buyer who is willing to work with you on the claim, I have had this go both ways some very willing to work the issue some went dead silent after the refund. 

     Let them know you have filed an insurance claim with USPS and ask them if they will kindly keep the damaged item and the original packing. There is a high probability that USPS will request the buyer take the item to their PO for inspection. If USPS determines the damage was caused by shipping they will approve the claim and retain the item and the packing. Pictures alone are usually insufficient to satisfy a USPS claim. I have had several claims over the years and the only one USPS approved based on the pictures the buyer sent me, he did an excellent job, were of the package before he opened it that showed the forklift or truck tire marks going over/through the USPS  label along with the pictures of the contents of the package which were in so many small pieces I had to add in pictures of the original item so USPS could figure out what it was. 

[vintagecraze50]

You must refund the buyer first and then go on the get your insurance claim approved. The burden is on the seller to collect the insurance claim NOT THE BUYER.

[bashort]

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@flmscty wrote:

I have an item that I sent that was damaged.  What do I do after I claim the insurance for the post office?  How long do I wait to refund the buyer?

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Please report back on how the insurance claim goes. My personal experience with USPS insurance is that it it totally worthless. I would never waste my money on it.

I have made a claim where the insured package per USPS  burnt up in a USPS truck fire, Denied because I did not have pictures of the damaged package.

I made a claim where the side of the box was ripped open and it had a USPS apology note on it for the damage. Denied claim.

[cambriachick]

I ask for pictures and don't refund until I received them. I've only had 1 USPS claim over the years and they paid up. 1 FEDEX claim and they paid up as well.

[dbfolks166mt]

      I have had just the opposite experience with USPS insurance. While it is a protracted process and like most government activities overly complicated out of the 6 or so claims I have filed with USPS I have received payment for all but one of those. Those that I received payment for I had superior support from the buyer including taking the item and the packing to the Post Office for inspection. The one that I lost the buyer pretty much refused to cooperate. If the buyer will not take the item into the PO you are pretty much going to loose. 

[jahood1984]

That's pretty much what I was getting at but there's a lot of information we don't have.  I also meant if the seller already had it shipped back to him he has no potential for an insurance claim, not the he'd have a chance like my typo led to believe.

 I hesitate to refund in those instances IF they refuse to send any proof and refuse to work with me, if they don't cooperate they deserve to wait imo bc at the point, you don't even know it's legit.  The amount also comes in to play, a $5 item I might not care and refund but a $500 item and the buyer refuses to respond? No I wouldn't just immediately refund and ask questions later... It's not like you get longer than the case allows anyways (usually 3 days) unless you request an extension so hoping the buyer responds and not immediately refunding, it's not a big deal.

[kh-taylarie]

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