Buyer claims items damaged by USPS but USPS denies damage was caused by them

[soccerdancer]

Hi there -

I appreciate the advice from knowledgeable ebay sellers.

I don't sell much and I've not encountered this particular situation with a buyer.

I sold and sent a buyer an item. Buyer left me very positive feedback: "Item was exactly as described. It's Beautiful . I received my item exceptionally fast. It was packaged great."

Then the next day messages me:  "Hi. I just opened my Scentsey Mystery Machine pkg. It is unfortunately damaged, not by you or me, but the shipping/delivery people. I wasn't able to open pkg immediately, due to an family emergency. I took pics, I'll try to send. I gave you positive feedback cuz I didn't expect anything wrong with the item. I wouldn't let the people you shipped pkg with get by with it. I paid alot of money for this item and they didn't treat it properly and now I have a damaged item. Here are two pics, I took more if you need them. Thank You"

I ask the buyer to send more photos and then submit a claim to USPS.  She messaged this yesterday: "Hi. I received a letter from USPS and I followed their instructions. I had to take everything to a post office for an inspection, then they took everything so the main people could inspect the damage. They said that a settlement would be sent to you and it was up to you to refund the purchase money to me. I think they are keeping the Mystery Machine warmer. Wanted to let you know what has been done, so you will be ready when they contact you. I'll be waiting to hear from you."

I check on the USPS claim status this morning and it says, "Denied - damage not caused by USPS".  What should I do at this juncture?  

Looking at the photos, it doesn't seem like much damage to the box, just one small puncture. Item was wrapped in bubble wrap. And there is one item within that looks suspicious how it would be damaged. I am somewhat suspicious that damage may have been happened within the buyer's possession, but of course can't know.

Also, if USPS has kept the item "mystery machine" will they return to the buyer since the claim has been denied?

What suggestions do you recommend on how to proceed?  Full refund (ask the buyer to send back), full refund (tell them to keep it), or partial refund of what would be my profit, etc.?

Ideally, I do not want to be out of pocket the money.  The profit on the transaction is about $20.

Thank you so much. I'm really unfamiliar with this situation so please be kind in my newbie questions.

[kensgiftshop]

You should have refunded the buyer first, then dealt with USPS.

Not sure what USPS will do with the item, but you have to give buyer a full refund.

[klhmdg]

Since USPS has the item and has denied the claim, the buyer cannot return it.

USPS seldom refunds. Unless USPS has marked the box as damaged, they will say it was not packaged correctly. 

You need to refund the buyer in full.  

[bonanza125]

Not much else you can do but give the buyer a full refund. Issue the full refund and be done with it. If you have them send the item back you will be responsible for the shipping cost back so it's not worth the return unless you don't mind paying it.

[shado-x]

You should have refunded the buyer first, then dealt with USPS.

Not sure what USPS will do with the item, but you have to give buyer a full refund.

2 years ago, USPS lost a US Priority Large Flat Rate Box with 50 lbs of hexagon weights inside, we waited 3 weeks, package considered lost, I refunded the buyer out of good faith, filed insurance claim, suddenly after 5 days, package shows up in tracking, delivered, claim denied - item delivered, contact buyer if he could pay me, he said he never got the weights (much to belie here).  USPS has a Postal Police, unlike private companies.  Their insurance will do everything to not pay.  But when FedEx lost a package and couldn't find it, they refunded me by check with  evidence of the sale and value.

Insurance with the USPS doesn't get many accolades.  The OP should refund the buyer anyway, he can deduct that under "refunds" on his taxes.

[sextons-sweet-deals]

BUYER IS A SCAMMER!

DO NOT REFUND!

[sextons-sweet-deals]

The buyer is a 100% scammer. Do not refund. 

You might want to review their profile. Curious if there might be some red flags. 

[tobaccocardyahoo]

USPS often rejects damage claims due to buyer packaging, USPS is often correct, a great many sellers do not package appropriately, and it is the mercy of the gods and high quality of USPS service which we can thank for the relatively small number of damage claims.

[sextons-sweet-deals]

I would not refund. 

This sounds like a total scam. 

[sextons-sweet-deals]

Sorry for the repeated comments. When posting the first two comments, a message popped up stating the 'widget could not be posted'.???

Now I see they are all there. 

[buyselljack2016]

@soccerdancer 

Claim denied by USPS.

With proof of that the buyer should be able to retrieve the item.

They can then open a "return request" at which time you decide course of action within eBay policies.

[12345jamesstamps]

I would do nothing unless there is a claim open in the 30 day timeframe through eBay for a refund.

I wouldn't even return emails.

[aproudparent2010]

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@sextons-sweet-deals wrote:

BUYER IS A SCAMMER!

DO NOT REFUND!

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If buyer opens an INAD case the seller will have to refund them or eBay will do it for them out of the sellers funds