Package damaged by USPS

[bwaybuyerandseller]

A customer just sent me a message that his item was damaged en route to him by USPS. He provided photos and you can clearly see that the damage happened while the piece was being delivered. I packed the item very well. Wrapped in plastic and a piece of cardboard to prevent bending. 

What can I do in this situation? It clearly was not my fault but the buyer wants a refund. Any advice on how to handle this?

Thanks!

[1786davycrockett]

Can you share the photos with us, so that we can see the damage?

Also, at what USPS rate did you ship?  First Class?  Media?  Priority?

[mybigsale]

It may not be your fault, as the seller it is your responsibility. You are responsible until the package is delivered. The customer is responsible after the package has been delivered (for instance porch pirates or damage caused by the buyer).

If there is partial damage, your buyer may accept a partial refund. The buyer can also return for a full refund and qualifies as an item not as described since it was received damaged. The return will be covered by eBays money back guarantee.

You could file a claim if your shipment included insurance.

Options:

1) Have customer return for refund. Be sure you wait until the item is received before refunding (otherwise it most likely won't be returned).

2) Offer a partial refund.

3) Refund and tell the customer to keep or dispose of the item.

The value of the item, cost of shipping, and amount of damage (in some cases buyers are dishonest) should be considered in deciding what option is best.

[toysaver]

 "I packed the item very well.  Wrapped in plastic and a piece of cardboard to prevent bending." 

Both cardboard and plastic can be bent.   Items need to be boxed with bubble wrap.  This is 100% on you.  You can pay for the return postage and then refund or refund now, allow buyer to keep item and consider it a learning experience.  

[yuzuha]

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@toysaver wrote:

Both cardboard and plastic can be bent.   Items need to be boxed with bubble wrap.

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Eh, paper goods don't need to be boxed, but I would never ship them with just a single piece of cardboard-- I always stick them between two pieces of sturdy cardboard to make a sandwich. I purchase a great deal of paper items and I've never had one damaged when shipped in a cardboard "sandwich."

[lakefor94]

Clearly your fault. If it was one of the inexpensive playbills, I would just refund and move on.

You might want to charge a little more for shipping and pack the items with more padding/cardboard. Just make them harder to bend.  What happened once can happen again.

[cellguy215]

I've never heard of USPS paying out on a damage claim unless it was obviously run over by a forklift or chewed up in the conveyer belts. They won't pay for items broken by people in the warehouse tossing them around or being crushed in the bottom of a pallet or if it was bent in a sorting machine even though it was protected by cardboard to prevent bending. Case like this best option is to just accept return. 

[aproudparent2010]

You are most likely the one on the hook for this one.

You are responsible to get the package to the buyer in the condition stated.

[genv]

Problem w/ USPS recent years is:

Photos of item, packing, statements, etc. will NOT get damage Claim paid.

They will INSIST the item is 'presented' for inspection.

They will 'advise' you of this 'requirement' 7-21 days AFTER you file.

Problem is...

You have ALREADY refunded the buyer/recipient...

and, you have NO WAY for FORCE then b/r to 'present' the item.

Thus, Insurance, for damage, in most cases.,,.

does not exist.

[bwaybuyerandseller]

Thanks for all the replies. 

These are the photos the buyer sent me. As you can see it was clearly damaged by the USPS delivery process. 
It was sent Media Mail. 

Thanks.

Tom

 

 

 

 

[nobody*s_perfect]

Playbills aren't eligible for Media Mail.

Give your buyer a full refund.

Next time, use more cardboard.

[muttlymob]

Use cardboard that is bigger than the magazine, so if the corners/edges of the package are damaged like that only cardboard is bent or torn, the magazine itself is not too close to the edges.

At that price point, go ahead and refund like others have suggested.  Insurance on First Class (which this should have been mailed) would be cost prohibitive so there is no recourse through USPS.  And requiring a return would also be throwing away more money.

If you aren't already, add a little bit to your item price or handling charge to build a supply of self-insurance. 

[theguz2005]

I actually had a package that was ran over by large equipment (box and item destroyed) by the USPS and they still delivered it to the customer.  Although, it should have been sent back to me instead of the customer, they delivered it anyway.  I paid the return postage and filed the claim.   They  denied the claim and the appeal - regardless.  Now, they have my damaged item too since they require for the item to be taken to the post office for possession.  The only time they honor a claim, I’ve experienced, is when they lose the item before it’s delivered (in transit).   Thanks to all the Usps scammers in the past, everyone pays for their mishandling.  Thanks guys…….

[annadryl]

Whatever happened along the way, insured or not, your paying buyer deserves a refund. I would just simply refund and take the loss. It happens.

[4pawsup*]

Refund your buyer and if it is worth it send them a return label. Either way it is your fault as the seller.