FedEx damaged item process 2020

[kristinawilliam]

I know this has been asked and posted before, so please forgive me. But there is a bit of mixed information from older posts that has us pretty confused. 

Scenario:

-Buyer received item damaged, it was glass, shattered.  Buyer gave us 1 picture, but for us that's enough to know they are being genuine and have no reason to question the buyer. 

-We shipped it FedEx Home Delivery (with the $100 included insurance, at least how it is stated on the Label Page). 

-The item was packed to exceed the original standards that the manufacturer used when they shipped the same item,  we sell 99% glassware, this is what we do, we know how to pack glass and have a long track record of successful shipments. We rarely need to file claims. 

So the buyer opened a return request. For USPS, this is now required (2020 USPS at least) due to how they handle claims, and require nearly all item get brought in to the Post Office once they complete the review. Also because the buyer is not responsible for holding onto the item due to eBay policies. FedEx on the other hand, I honestly don't know how to submit a successful claim. They clearly damaged the item. We have not had to file a claim with FedEx in 4 years, and those options are open to the buyer and to us depending on distance, because FedEx can be *significantly* less to ship an item, or some areas just have one awful carrier that makes it worth not using one service over another. Blah blah blah, anyways.... 

That's the scenario. What I need to know is;

1) In the past, eBay was the account holder of purchase, and eBay needed to initiate the FedEx claims.  I've read mixed reports on how the claims are filed *now*, with eBay and FedEx CSRs telling customers contradictory processes.  Has anyone recently experienced what is now correct with the current FedEx contract?

2) Do I accept the return as is and then have the item on my person for any future inspection or to add to the claim. If so, and if the claim is accepted / honored, am I reimbursed for return shipping as well?

Thanks in advance to anyone who can steer me into the right direction here (please no debates on it being worth my time to just eat the loss and skip the claim, we are doing the claim 100% regardless of other potential losses  just for sake of gaining experience with the FedEx system). 

[rebell45]

I guess this is where you start. I've read that FedEx usually denies 1st time claims as standard practice, be prepared to file an appeal.

Per eBay's help page:

Filing a FedEx claim

You can add declared value coverage with FedEx by paying an additional fee. If you print FedEx labels on eBay, simply enter the value of the package that you're sending (you can't enter an amount larger than the order total), and the declared value fees are determined for you. If something goes wrong with your delivery, you'll need to file a claim with FedEx - opens in new window or tab directly.

[kristinawilliam]

Thanks, but many details are not covered. Such as who pays for the shipping. 

I'm not worried about fighting claims. I'm more concerned with the mixed information and the two questions in my original post.  I know how to do USPS claims from start to finish, what is covered(including all of the details missing from USPS and eBay's own help guides. But FedEx is one I have no experience with. USPS covers return shipping as well, if you file correctly and know how to jump through their hoops.