USPS claims - not accepting proof of loss

[mati6655]

Hello ebay sellers,

We are hoping that ebay sellers with a recent experience making a claim with USPS for a damaged item that was approved will reply and share with us what was provided for proof of value.

We went almost of year without making a USPS insurance claim and then had 3 back to back this year for damaged items. In the past we provided screen shots of the order details as proof of value as it shows the order details and the refund and we didn't have a problem. In all 3 of these recent cases USPS is not accepting what we have provided as proof of value from ebay.

 The denial letter says they require:

“For internet transactions conducted through a Web-based payment network that offers payment services through a stored value account, provide a computer printout of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of the item purchased, and assurance that the transaction status is completed. The printout must clearly identify the Web-based payment network provider through which the Internet transaction was conducted." 

We showed USPS every screen for the order from the original sale/ order to details in the return request and refund and they said it’s not enough; we asked if they could please provide an example of what would be sufficient, with the intent of sharing their example with ebay to see if they can make that type of proof available, but they declined to provide examples. We also spoke with ebay twice and were told that what we see in ebay is all we have access to so we are at a loss as what we are supposed to now be providing as proof of loss.

Any examples of what has worked for any of you will be appreciated!

Many thanks!

[bashort]

USPS Insurance is totally worthless. 

I had a insured package that was the USPS told me was destroyed in a truck fire but they denied the claim because I could not prove it was destroyed?

[m60driver]

Over the years I have found that there will be no insurance paid out unless the package is lost in transit or the package clearly showed significant damage and was marked by USPS as being damaged in transit.  An item that arrives damaged but with no clear damage to the box will be assumed to be improperly packaged and will not be covered by insurance.  But that does not address the issue of just what USPS means by "computer printout of the online transaction".   Honestly, I don't think I have seen the term "computer printout" since the days of dot matrix printers.

[dhbookds]

There used to be an appeal process...........did you go thru that?

[mati6655]

Yes, we just filed our second and last appeal but we don't have anything new so it will be declined. 

[pleafvn-0]

I find self-insured is best, meaning save that money I would've paid... Find out how much insurance would cost but don't buy it, then set that money aside in a separate account; this account will cover those cases of loss and lets get one thing straight:  Insurance is a business.

I am not sure how many people fail to fully comprehend the implications of that statement, so let me clarify: 
A business exists only because it makes a profit.  
Therefore when the insurance business starts to lose money they will begin denying claims, yes it really is that simple.

Now...
If you self-insure and you find you are losing money, you may want to take another look at how you do business, which is what USPS insurance may be trying to tell you?

Because if you self-insure as in the above described method, you should be able to make a profit.

There is one caveat: 
Items priced over $750 on ebay MUST carry insurance.

Usually I will price these at $749 or go above and beyond enough to cover said insurance and then some, this usually comes out to be around $900... So that does leave a gap between that $749 and the $900 that may create some difficulty in the pricing schematic but I'm not paying $50 in insurance on something worth $750 to me when I can just price it at $749.

Because to me USPS insurance in terms of a claim is absolutely, completely worthless.

The only other reason I will purchase insurance, is it creates one additional step in the process when a claim for damages comes in.  This extra step can at times prove to be helpful, it gives one more person the ability to look into things, but what it does not do... One should never purchase insurance with the expectation that somewhere, somehow we will be reimbursed; make no mistake, insurance businesses will deny claims for any reason whatsoever, any time they feel like it (and it's not just USPS, it's all types of insurance).

I only wish someone could explain this to my wife in a way she would understand, she likes to purchase insurance because she thinks in case of some unforeseen and most often completely imagined disaster they will pay.

[auc.addict]

I am going through the same thing.  I sent a priority package with 100.00 insurance.  The item arrived damaged  and a gaping hole in the bottom of the box.   I submitted photos, proof of shipment, the ebay order receipt that clearly contains all the information on the the USPS lists as acceptable proof.  I was denied.  I submitted an appeal with more information including the inspection receipt from the buyers post office.  Still I was denied.  Have yet again appealed and I just finished sending a complaint to the Post Office inspector General citing that their insurance is a scam, false advertising and fraud.  I gave them all the pertinent case numbers and tracking number.  I have been selling since 1999 and this has never happened to me.  I usually get denied and win the appeal.  I have to file claims about once ever 2 years or so.  Good luck with your claim...I hope you win your appeal.  I am not giving up on mine! 

[herway]

I had two damage claims (smashed glass items) denied in the last 6 month by USPS.

If it is breakable and over $40, I am adding ShipClick additional insurance on the item. 

Probably a good idea to go ahead and add the additional insurance if it is a high value item, in case the USPS looses it.

The other thing that I do is, double box the breakable. I try to make my package be the one that does the breaking. Sturdy and dense.

Sometimes we just have to roll with the punches and do damage control in our business even though it seems unfair.

[stuff4divas]

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@mati6655 wrote:

"... provide a computer printout of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of the item purchased, and assurance that the transaction status is completed. The printout must clearly identify the Web-based payment network provider through which the Internet transaction was conducted." 

---

They are asking for a printout, which would be a hard copy, so do it and take to your local USPS post office.

[herway]

I did that, I took the information to the postmaster.

He said he would look into it, then did nothing.

[dbfolks166mt]

      I have had a total of 4 claims over the past couple of years. One buyer actually filed their own claim with USPS but kept me in the loop. That was by FAR the easiest claim. They printed out the transaction information from eBay and took the item and the original packing to their local post office. The PM examined the package and did the paperwork to approve the claim, they also kept the damaged item and the packing. 

     Of the three cases I have filed two were approved but only because I had outstanding support from two of the buyers. I had to get the buyers personal email so the PO could contact them regarding the claim. Both buyers took the items and paperwork into their post office and the claims were approved and in both cases the PO kept the items and the packing. The one that was denied was because I could not get the buyer to assist  and  USPS would not approve the claim without examination of the item and the packing. That  one became a tax write-off. 

[udejavu]

I gave up filing about 4 years ago. EVERY claim was denied, no matter what I did, so now I just eat the loss. 

[knoxsellers]

RESOLUTION:

https://community.ebay.com/t5/Shipping/How-to-File-eBay-USPS-Claim-when-denied-for-Proof-of-Value-an...

[fuzzface50]

"I gave up filing about 4 years ago. EVERY claim was denied, no matter what I did, so now I just eat the loss. "

actually you are most likely money ahead in the game because now you know not to waste money buying insurance and just pack a little better so you don't have the loss.  We have self insured for years and it is amazing how much money we have saved by not buying insurance that isn't used.

[knoxsellers]

Thanks, but 100% of our claims are paid using this process.