Damaged Item Shipped USPS First Class

[sailing_away_today]

Hello -

A buyer recently purchased an item with USPS First Class Shipping (no insurance purchased). Unfortunately, the buyer informed me that said item arrived damaged despite the item being seemingly well packaged. The buyer is willing to keep the item (it can be fixed with super glue), but in his opinion, it's no longer worth the original value. 

Without USPS insurance, am I SOL in being able to file a claim as a seller? Or, would it be better to just agree on a fair value with the buyer and refund him the difference? Any advice would be appreciated. Thanks!

[3eyedfishcatcher]

Even if there was insurance you would be responsible for the damage. You would have to refund the buyer and wait on the claim to be settled in your favor. You need to issue the full refund to the buyer or make arrangements to send a replacement if possible.

In the future for high value items purchase a label that comes with insurance or purchase additional insurance. USPS is very tough on claims and usually will just deny them and claim the issue was with insufficient box size or packing material. Other sellers have said the additional shipping insurance offer by ship cover usually will accept the claim with out much questions or resistance. I can not attest for this my self and have only heard this.

[no_zero369]

Bottom line is that when a "return happens" the seller is going to lose money.  How much money you lose depends on what decisions you make and what actions you take or don't take.

Whenever a buyer claims, rightly or wrongly, that an item was damaged in shipment and files a 'not as described' case, then the seller is responsible for paying for a return label and providing a refund.  Now some sellers decide not to pay for the return and just refund, thus suffering a maximum loss - item and the money.  You can also suffer a max loss if one doesn't respond to the eBay case and eBay is asked to step in.

So based on your values you need to decide how to minimized your losses.   Some sellers would be afraid of a scam and insist on a return.  Others would fight like heck and get run over by the Money Back Guarantee.  Some would see a way to still make a profit and negotiate a partial refund.  So it is up to you.

One other thing - might  it make some sense to take a look at your packaging and see if there are ways it could be improved?  double or triple wall boxes? increase the thickness of bubble wrap on all 6 sides of item? box inside a box?    Me?  I use the kick the package off the top of the stairs to the concrete floor below test to see if the packaging is good to go. 

Anyway, hope you can find a solution that is amicable and equable to everyone.

[nobody*s_perfect]

You have no option to file a claim with USPS, so IMHO your best strategy is to make nice with the buyer and work out a partial refund amount that you both can be happy with.  

If he files a claim for item "Not as described" you'll have to give him  a full refund including what he paid for shipping, plus you'll have to pay for the return shipping if you want the broken item back.