USPS damaged a package I sent. What do I do?

[crazybilkes83]

Hey everyone. I recently sold an item and shipped USPS to the buyer with insurance purchased to cover item value. The buyer received the package today and showed me photos of damage that was present upon delivery. Both the package and item inside were broken. 

What do I need to do to get an insurance claim started to get reimbursed for this?  I've shipped a lot of items, but this is the first time I've had to deal with this.

Does the buyer need to return the item to me?  Or return the item and packaging to the post office to verify the damage?

At what point do I need to issue the buyer a refund?  They seem to be under the impression that they get to keep the item as well as receive their full refund. Is that true?

Do I need to start a claim at the PO I shipped from or online?  What information will I need to present for the claim?

Thanks for any help!

[crazybilkes83]

This one I had insured for $100, but it wasn’t shipped Priority Mail. I only asked for $80 as reimbursement for the claim since that’s what the item was sold for.

[auctionpet]

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@crazybilkes83 wrote:

This one I had insured for $100, but it wasn’t shipped Priority Mail. I only asked for $80 as reimbursement for the claim since that’s what the item was sold for.

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Interesting. Maybe the photos were questionable to them. Hope your buyer cooperates.

[crazybilkes83]

I hope so too, but what do I do if they never respond?

I submitted about a dozen photos that clearly displayed the damage to both the package and item from a variety of angles, so I’m not sure why there is a need for further inspection.

[bubbleman2010]

If the buyer doesn't want to work with you to help recover the loss you're just out. I suspect they noticed the packing box was within their guidelines and thats the angle they'll use...

[bubbleman2010]

thats suppose to be wasn't....

[bubbleman2010]

If you post a couple of your damage claim photos here we'll be able to see what the claims agents saw...

[auctionpet]

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@crazybilkes83 wrote:

I hope so too, but what do I do if they never respond?

I submitted about a dozen photos that clearly displayed the damage to both the package and item from a variety of angles, so I’m not sure why there is a need for further inspection.

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If they wanted to deny the claim they would have done so already.

There's not much you can do if the buyer refuses to cooperate with a claim. I recall ebay staff stating within a thread not too long ago that if a buyer won't assist with claim filing to contact ebay.

Fortunately, my buyers have always been cooperative and very nice. They always waited for USPS to settle the claim before I reimbursed them. If USPS had denied, I would have still obviously refunded. But if you refund immediately, they have no impetus to help you. I tell them I need to transfer funds into my paypal account to issue  refund, in the meantime please provide me with photos, etc. I make them aware the USPS may request item review. I tell them how much I appreciate their assistance and generosity of time.

[crazybilkes83]

How is this even an option?  What’s stopping every buyer from claiming something was damaged just to get free items?  There’s seriously no other route than to just accept a complete loss?

For future listings, am I allowed to write a disclaimer in the description that states that I am not responsible for damage caused by the postal service and that no returns will be accepted?  Or does that just open a window for buyer to open a INAD case?

[castlemagicmemories]

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@couldabeenworse wrote:

but that negates an insurance claim if you have it reshipped to you

Where do you get this from?  I think I'm gonna start challenging this every time I see it until somebody gives me a reference, or another 20 years go by, whichever comes first....

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Since you say you will challenge it every time you see it, I guess you know that it is regularly posted on the Selling Board.

[buyselljack2016]

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@crazybilkes83 wrote:

How is this even an option?  What’s stopping every buyer from claiming something was damaged just to get free items?  There’s seriously no other route than to just accept a complete loss?

For future listings, am I allowed to write a disclaimer in the description that states that I am not responsible for damage caused by the postal service and that no returns will be accepted?  Or does that just open a window for buyer to open a INAD case?

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If it is damaged...........it is INAD.  The listing was not for a broken item.

[castlemagicmemories]

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@auctionpet wrote:

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@crazybilkes83 wrote:

This one I had insured for $100, but it wasn’t shipped Priority Mail. I only asked for $80 as reimbursement for the claim since that’s what the item was sold for.

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Interesting. Maybe the photos were questionable to them. Hope your buyer cooperates.

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Absolutely this.  I bought a set of Easter plates, cookie jar, teapot, etc. and it came broken.  I provided pictures, seller filed a claim online, but it was taking forever, (weeks) and the seller wanted me to wait, which I did.  I researched this and found out they like to have pictures of how it was packed~so I then sent the seller pictures of the boxes, inside and out, packing materials, etc.  and explained what I had found.  That helped the claim and it was approved very quickly after the seller added those pictures to the claim, and the very happy seller sent me a refund.

[castlemagicmemories]

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@crazybilkes83 wrote:

How is this even an option?  What’s stopping every buyer from claiming something was damaged just to get free items?  There’s seriously no other route than to just accept a complete loss?

For future listings, am I allowed to write a disclaimer in the description that states that I am not responsible for damage caused by the postal service and that no returns will be accepted?  Or does that just open a window for buyer to open a INAD case?

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What's stopping every buyer from claiming something was damaged just to get free items?

INTEGRITY.

Sorry, no, you can't state you are not responsible because Ebay rules state you are, and most buyers will know that your statement is not true.

Buyer can file SNAD whether they work with you or not.

[crazybilkes83]

I understand.

So if the buyer doesn’t respond, what information do I need to contact eBay with?  Will they reimburse me?

And if the claim gets denied, can I ask that the buyer return the item to me if I pay for the shipping?  That way I’m not totally at a loss and I could at least salvage the damaged item.

[buyselljack2016]

Did any of the photos show a sticker, or a stamping stating that the package had visible damage before delivery?

As the claim progresses you may be able to get photos of the package when it was in route to see if any damage was shown. USPS would have photos along the way.

Some packages don't become damaged until after delivery when a buyer wants to replace their already damaged item for free.

[myescape]

You have no reason to contact ebay and they will not reimburse you.You are responsible for safe as described delivery to buyer and the insurance protects you buyer is protected by ebay buyer protection.But ebay does not require buyer help w claim only that buyer be made whole(refunded).Once you refunded its over to ebay.Collecting on insurance is your issue w usps.