USPS damage to item - who is responsible?

[libertypoodle]

I packaged two books with bubble wrap in a priority FR box, accurately sized.  Buyer has contacted stating that 1 book was damaged as well as the box.  Buyer did send pictures and box appears to have been dropped which damaged corner and also 1 book.  Buyer is now stating that I need to file a insurance claim because Priority mail does have insurance and is also hinting that I need to refund part of the purchase price for damage.  Is this correct, do I need to issue a refund for USPS damage to a securely packaged item?  If buyer should demand a refund, and I refuse, then I run the risk of negative feedback for a situation that is out of my control.  Suggestions, please?

[inhawaii]

You are responsible for making the buyer happy.

The USPS is responsible for making you (the shipper) happy. 

I know you're not going to want to hear this, but from what you described,

in my opinion, this is a case of poor packaging.  A well packaged book (or any other item)

should not get damaged due to a drop or dented corner of the box. 

Are you aware of how packages are handled in transit?

If you file a claim with the USPS I'm pretty sure they will deny it.

Again, just my opinion.

As far as making he buyer happy.  You have 2 choices.

1) Give the buyer a partial refund for the damaged item (if you can agree on a amount).

2) Have the buyer return the damaged item (at your expense) for a full refund.

Good luck!

[rugerskick]

Have him keep the books and all packaging together, ask him if they can help you filing a claim, then you will refund him.  He cant send it back to you, the post office there where he is needs to look at the box and contents.  If its sent back you cant prove to usps it was damaged going out to the customer.  So he has to help you with the claim.

If he can help you, you can have a decent chance  of a successful claim.  You could call your local post office and confirm what needs to be done for a successful damage claim.

If you can't get any cooperation from him, if he still wants the books offer a partial refund.  If he doesn't, have him file a INAD return and givehim a return label, refund when you get back. Might still be able to sell at reduced price with damage. 

[fashunu4eeuh]

In eBay Land, it is the seller who is responsible for damage caused by the carrier. (eBay’s reasoning is that the carrier acts as an agent for the seller.)

So you need to handle the situation and make the buyer whole First take care of the buyer. Refund him partially if he agrees or provide him a mailing label and have him return for a full refund.

 Next, you can make a claim online with USPS using the photos the buyer provided. The PO may ask to see the package and contents. If so, you need the buyer’s help. He will need to take the package to the PO should this request happen. Then the carrier will make you whole, hopefully.

[fashionandform2]

have the buyer send you photos of the damage of the original package and the items themselves. the box damage should include the label if possible. you will need them for your USPS claim.  you are responsible for refunding the buyer. if it was me i would take care of the buyer as soon as i got the pics (full or partial refund), then open a claim with usps which you can do online. it sounds like you packaged them well, so there shouldn't be a problem. I've had one claim with usps in all these years, they shredded a priority package that got caught in a machine- i received my refund quickly. of course we are not so lucky if it is 1st class and uninsured.

[l5vw]

 USPS seems to deny all damage claims anymore. They do pay for lost items but that seems to be about it. I think they will hit you with insufficient packaging. I would ask they buyer what they would think is fair for a partial refund if that's something the buyer is open too. I wouldn't refund too much. Seems like those cook books sell for a nice price !  

[m60driver]

I have shipped many a book and never had one damaged as it is pretty difficult to damage a book.  If it is your $300 cook books then there is little to do and you are unlikely to be able to collect any insurance.  Actually, I think you are being scammed and there is still nothing you can do.

[allen1853]

OF COURSE you are responsible vis a vis your buyer. You have up to $100 insurance if you paid for Priority shipping via eBay. USE IT. Ask buyer to just hold on to box and book. File your claim with USPS. Request full value of the one damaged book. Ask buyer to wait for you to process the claim, they will likely get the refund through you for the book and get to keep the book. When you refund the buyer eBay will kick in their fees. You will get a refund from USPS including the fees you paid. So you net a small additional amount. 

[downunder-61]

USPS damage to item - who is responsible?

USPS -  but they will blame it on on packaging every time.

[yuzuha]

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@downunder-61 wrote:

USPS damage to item - who is responsible?

USPS -  but they will blame it on on packaging every time.

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Eh, not sure I agree with that. USPS is responsible for the damage to the outer package, yes, but in most cases, if the box is packed properly, whatever is inside won't be damaged. I've received some boxes that were absolutely mauled but the contents were fine because of good packaging.

[katzrul15]

If it the Cookbooks - that listing is a recipe (no pun intended) for disaster. 

You have only 3 pix - none of the books on the corners, sides, inside, etc.

You listed them as "Like New" - it appears based on your description, they were used if they were "read", etc - these were clearly over-graded.

You will lose any claim this Buyer files - you need to work to make your Buyer happy as you cannot prove the condition the books were in when shipped - your pictures need work.  Might be okay for a $10 item, but definitely not for a $300 lot of cookbooks.  

The Buyer can claim they were damaged and you have no way to refute it.  E-Bay will side with the Buyer on this one, as they should.

BTW - the answer to your question is that YOU are responsible to ship and deliver the items to the buyer in the condition promised.   As stated above in other posts - USPS will not honor a shipping damage claim - they will indicate you did not package properly.

[katzrul15]

Did the OP make it back to this thread?

Hoping they are busy working out a resolution with their Buyer.............

[thehot_94]

BLEEP ALL THIS EBAY BLEEP

[bashort]

USPS 'insurance" is total garbage, I would not waste the time on claim filing, I would just try to work it out with the buyer

[kh-stanley1]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.