insurance on item

[fmoran]

My problem is, the buyer reported to me that she received the item damaged, she told me she tried to glue it, my question is how do I collect on the insurance, I have no problem with givingg her a refund, but do I need the package back, so I can collect the insurance, it was packaged very well, bubble wrap, plus foam wrap and double boxed, the box had to be crushed to damage it the way they did, please help me in this matter.

Thank you,
Colleen Moran

[bashort]

I hope it was not USPS Insurance because it is totally worthless.

[chapeau-noir]

@fmoran  Have her open a return citing damage, she will receive a label and ship it back to you.  After you receive the package, issue the refund and deal with the post office.  It would be helpful if she could attach  photos to the return, but buyers aren't obligated to do so.  I would ask, though, citing that you need them for insurance.

[magicwandprices]

You don't need the item back to file a claim. However, you should tell your customer to hold on to the item until claim is approved just in case the shipping carrier wants to pick up the item.  You can file an insurance claim by going to the shipping carrier website. They will ask you for pictures of the item that was damaged and a copy of the invoice. They will also need to all the relevant information (tracking #, from and to addresses, etc).If the box is damaged you should include a picture of that as well.