Shippo Insurance Claim Help

[treasuredgemstonesllc]

Hi everyone, I have a question that I was looking for some insight or guidance on.  

I shipped a expensive parcel USPS Priority with Ebay's third party Shippo insurance and signature confirmation.  The customer said he had some bad news that the package was cut with a box knife and resealed and the contents were missing.  He is asking for a refund and for me to file a insurance claim. He did send photos of the cut damaged parcel.

He did send some pictures with a big box knife cut out on the back side.  He said that someone else signed for it at his residence.  I told him they probably should have refused the damaged package and he said that there were a stack of 4 together and if he would have received it in person he would have refused it.

I did talk to the local post office and they said that it may not be theft, that the sorting machine could have cut the box and spilled the contents.  I have no reason to disbelieve the customer he has a impeccable feedback rating.

My questions are should I refund immediately?  And has anyone filed a Shippo insurance claim through Ebay for contents missing? And was the claim successful? Thanks for your input and help.

[nobody*s_perfect · Accepted solution]

Every buyer has an impeccable feedback rating. It is not possible for a seller to leave a neutral or negative rating for a buyer. And if a seller leaves a negative comment with a positive rating, that is a policy violation and the buyer can get it removed.

Anyway, you should at least file a claim for the insurance that USPS includes with Priority Mail. That's usually $50, but it's $100 if you're a TRS. They seem to have already admitted it might be their fault, though in my experience seriously damaged packages are labeled as such so I am very suspicious about this buyer's story.

Insurance is not connected to the buyer's protection under eBay's "Money back guarantee." In this case, you are covered because the package was delivered and signed for. Whoever signed for the package took responsibility for it.  USPS Signature Confirmation can be signed for by anybody at the address; there's a separate more expensive service if you want a specific signer. In other words, if this buyer files a claim for "Item not received" you will probably win.

[greatdealsdealer]

In regards to refunding the buyer, you should do so. But rather than taking the claim to Shippo, you should make a case on USPS.com, Its quick and easy and you should have no problems.Just provide the information needed. I would also recommend using Pirate ship as a shipping software because it's free and you're able to connect your eBay order to it.

Hope this information helps.

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwif_K6XoLXtAhWGs54KHeNUDIMQ...

[nobody*s_perfect]

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@greatdealsdealer wrote:

In regards to refunding the buyer, you should do so. But rather than taking the claim to Shippo, you should make a case on USPS.com ...

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But the USPS coverage is only $100.  The OP says if was a pricey item and they shipped with Signature Confirmation. Apparently they purchased third-party insurance because USPS automatic coverage wasn't enough. The seller does need to pursue the coverage they bought from Shippo but I don't know anything about it.

[treasuredgemstonesllc]

Yes, the package was valuable.  It will be a considerable loss for me.  I purchased shippo insurance and not USPS. I worry that they will not pay a claim because the package was delivered. The buyer did say that this was not the first issue that he has had.  He also said that someone working at his house was handed the packages in his driveway. That sounded a little strange to me. 

I'm sure if I don't refund the buyer, then I will be looking at a negative feedback and loss of top rated seller.  I agree that he would not likely win a case against me because the package was signed for and it's his responsibility to check for tampering or damage.  I myself would have taken the package back to the post office before opening it. 

[nobody*s_perfect]

Feedback history is not on of the criteria for TRS.