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!

[missjen831]

The buyer gets a refund whether your insurance claim is approved or not so you need to refund them now & ask them to cooperate with the insurance claim—they may or may not have to take it to the PO for inspection and the PO May require them to surrender the item. You can file the claim online at the USPS website. If you want the item back, you can approve the return and pay for return shipping and then file the insurance claim but it may not be approved if the item is shipped back to you.

[couldabeenworse]

Filing online is definitely preferred.  Start here:

https://www.usps.com/help/claims.htm

There is a place to upload the photos the buyer sent and other required information.

Ask the buyer to retain the packing and items in case USPS wishes to either inspect them or keep them.  If USPS pays the claim in full, they are entitled to do as they wish with the item.  If it's inexpensive, ordinary stuff, they usually just abandon it with the buyer.

You should refund after the buyer files the request through eBay.  If the buyer fails to cooperate with the USPS claim, you will need to contact eBay within 30 days. 

If the damaged item still has substantial value, the other option is to forego insurance and just accept the eBay return.

[bubbleman2010]

You refund the buyer and go online to the USPS site and file a damage claim. They have a space where you can load pictures from the buyer showing the damaged merchandise...

[kensgiftshop]

---

@crazybilkes83 wrote:

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!

---

You can refund the buyer now and tell them to hang on to the item and packaging so USPS can inspect it if they need to.

Then go to usps.com and file the insurance claim using the photos the buyer sent you.

If USPS approves the claim, the item will belong to them and they might take it or just let them keep it.

[castlemagicmemories]

The item is broken, you have pictures, so you don't want or need it back.  IF the item is expensive, and you think you can recoup much of the value relisting, then you can choose to have it returned to you and pay return shipping, but that negates an insurance claim if you have it reshipped to you.

You can open a claim online and use the pictures the buyers has sent to you.

(Note that buyers do not have to send you pictures).

You are responsible to the buyer and you can refund now.  The claim is between you and USPS and does not affect or delay the buyer's refund.

Open the claim and ask the buyer to hold onto the item and packing should it be needed to be seen by USPS.

Good Luck.  Sorry this happened to you!  Hope this helps.

[couldabeenworse]

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....

[crazybilkes83]

Thanks for the help everyone!  I've refunded my buyer, who has been very cooperative. I've also filed a claim with USPS with photo proof of the damage. So we'll see what happens!

[crazybilkes83]

I received a letter from USPS today regarding my claim. They are requesting that the packaging and it’s contents be taken to a post office for inspection along with the letter I received.

Does this mean I am required to present the damaged goods for inspection since I’m the one with the letter?  Or can I have my buyer take it to their post office for the inspection and show them a photo of my letter?

[auctionpet]

---

@crazybilkes83 wrote:

I received a letter from USPS today regarding my claim. They are requesting that the packaging and it’s contents be taken to a post office for inspection along with the letter I received.

Does this mean I am required to present the damaged goods for inspection since I’m the one with the letter?  Or can I have my buyer take it to their post office for the inspection and show them a photo of my letter?

---

Who ever presently has the item needs to take it to the USPS. This is likely your buyer. Request they take it to their nearest PO, shipping carton with all packing materials and the item. Provide the buyer with the claim number for PO. When USPS inputs it, they'll see pacakge inspection is being required. Good Luck!

[couldabeenworse]

Your buyer should take it to their PO, ideally with the claim number.

[bubbleman2010]

Buyer will need to take it to PO sounds like they are going to deny it. If buyer doesn't have original packaging claim will be denied or if item didn't have at least 2" of package on all sides claim will be denied...

[crazybilkes83]

I requested to my buyer that they keep all of the packaging in case this happened.

So what happens if my buyer never responds and just keeps the item?  

If they do cooperate and the claim ends up denied, then what?  Am I just screwed out of my item and my money?

[yuncreations]

if it was insured (under Priority mail) you can open a claim. I once got a check for $40 because my item got damaged in transit. good luck!

[auctionpet]

What was the item's value? I believe for those over $100 they often want to review them. The few claims I've had were under $100 and they were automatically paid.