Proper procedure for damage claim if I want item back

[leareamc]

Item was damaged during shipping by USPS(priority and value of item is under $100). The buyer want me to issue a return label, send it back, and get refunded. Obviously I want to file a damage claim, but what is the proper procedure? Do I instruct them to send me detailed pics and be patient and keep the item while I file a claim, having them wait possibly weeks for a refund? I can't imagine I should refund them without it being sent back, but reshipping a damaged item may negate my claim. OR does USPS allow the buyer to ship the item back AFTER the claim with pics has been uploaded? I would actually like the item back after the claim hopefully goes through... does USPS system care if the buyer keeps the item or it is sent back to me once claim is filed?

[nobody*s_perfect]

eBay's policies conflict with USPS's.  

USPS wants you to submit your claim, with photo support if possible, and have the buyer hold onto the item and packaging in case their local PO wants to inspect it as part of the claim process. Yes, re-shipping the item would void the original insurance coverage.

eBay's policy says that the buyer is entitled to a full refund and that if you want the item back you need to pay for return shipping. That's exactly what the buyer has requested. You aren't allowed to ask the buyer to await the outcome of the USPS insurance decision.

Fortunately, USPS often makes their decision based on just the photo evidence.

If USPS decides in your favor, you are not entitled to get the item back; technically it belongs to USPS when they pay out he insurance claim but if they don't ask for it to be brought to the PO then by default  it belongs to the buyer.

[leareamc]

Ok  so I guess I'm still confused about what to do. Since you say fortunately they usually base decisions off the photos and being that the item is under $100 at imagine they will grant the claim. But, what's the proper way to handle getting the item back to me and still get the claim? The item is badly damaged cosmetically which ruins the resale value of it but I imagine it still works fine. I certainly don't want the buyer to keep a working item and get their  money back.

[nobody*s_perfect]

Ethically if you get a refund through the USPS insurance you have no right to expect to get the item back. They paid you for it; it's theirs to do with as they please, including letting your buyer keep it.

[muttlymob]

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@leareamc wrote:

I certainly don't want the buyer to keep a working item and get their  money back.

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If USPS pays out on the insurance claim, it's not your item.  It belongs to the USPS once they pay an insurance claim so if they let the buyer keep it, that is their decision in the final disposition of the item. 

[leareamc]

Ok so this is obviously this is not a new situation with Ebayers... what does every typically do? The buyer expects to be sent a return label so they can get it shipped back and refunded quickly. All you seasoned sellers who deal with damages, what do you always do.... tell the buyer that they simply have to keep the item and wait for USPS to make a decision? Like was mentioned, can't have them send it back risk USPS investigating and the package is not with the buyer anymore. BTW, is there a 99% chance that USPS will NEVER bother investigating/confiscating the item for a value under $100 and almost always grant the claim? 

[missjen831]

You either issue a refund now and file the insurance claim or you accept the return, issue the label and forget the insurance claim.

 The buyer gets a refund whether you get a check from USPS or not. You can’t make her wait for USPS decision. 

[nobody*s_perfect]

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@leareamc wrote:

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.... tell the buyer that they simply have to keep the item and wait for USPS to make a decision? L...

No, you can't do that.  If the buyer files a SNAD claim you have only a few days to respond before you get a defect point on your account.

[nobody*s_perfect]

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@missjen831 wrote:

You either issue a refund now and file the insurance claim or you accept the return, issue the label and forget the insurance claim..... 

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Or ask for images that show the damage, accept the return, issue the refund when you get the item back.  And file the insurance claim anyway, hoping that USPS won't ask to see the item.

 The eBay process has to take precedence over the USPS process if you want to keep selling on eBay.

[leareamc]

Wow, so this is really the only choice all these years for Ebay sellers to handle things when a package is damaged.... immediately let the buyer return it and refund which very possibly negates your claim, especially if the item is over $100 because they may eventually investigate. Only way I can see doing that is hopefully have an understanding buyer who is willing to wait to hear if an investigator will be necessary to come view the item before they ship it back. Seems like a tough situation to put buyers in.

[muttlymob]

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@leareamc wrote:
Wow, so this is really the only choice all these years for Ebay sellers to handle things when a package is damaged.... immediately let the buyer return it and refund which very possibly negates your claim, especially if the item is over $100 because they may eventually investigate. Only way I can see doing that is hopefully have an understanding buyer who is willing to wait to hear if an investigator will be necessary to come view the item before they ship it back. Seems like a tough situation to put buyers in.

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No, it's a tough situation for a seller to be in.  Sellers should not try to put buyers in the position of return for refund or wait for insurance claim.  That's not a winning strategy.  Sellers need to handle it without any inconvenience to the buyer - it is not a buyer issue.

Reading and understanding both the seller protection policies and the insurance terms would make this seller dilemma clear.  And also make it clear that sellers should have a process in place to deal with it before something happens.  The conflict between seller protection and insurance claims should not come as a surprise.  It's a cost of doing business that every seller must decide how to handle.

[kensgiftshop]

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@leareamc wrote:

Ok  so I guess I'm still confused about what to do. Since you say fortunately they usually base decisions off the photos and being that the item is under $100 at imagine they will grant the claim. But, what's the proper way to handle getting the item back to me and still get the claim? The item is badly damaged cosmetically which ruins the resale value of it but I imagine it still works fine. I certainly don't want the buyer to keep a working item and get their  money back.

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You have a couple choices:

1: Refund the buyer, then file a claim with USPS and hope they pay off and USPS will own the item.

2: If you want the item back, provide return shipping and refund buyer once you get the item back.

[kensgiftshop]

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@leareamc wrote:
Only way I can see doing that is hopefully have an understanding buyer who is willing to wait to hear if an investigator will be necessary to come view the item before they ship it back. Seems like a tough situation to put buyers in.

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I think a buyer would be more willing to help a seller with a damage claim after they have gotten their money back.

If you file an insurance claim, you will not be getting your item back.