USPS DENIES CLAIM Because Buyer Will Not Take Damaged Item to PO for Inspection. What do I do?

[a_happyhoarder]

I have shipped hundreds of fragile items and can count on one had the times something was damaged during shipping.

Well, and eBay Newbie received an item that was damaged and filed a refund request.

I told them that the package was insured and a claim could be filed for a refund. They messaged me telling me that they did not think they should have to do the filing, so I refunded their payment and I asked them to please hold on to the item  and packaging in case USPS requests an inspection.

Well...guess what? USPS DID REQUEST AN INSPECTION!

I have contacted the buyer several times asking them to please take the item in to their local PO for inspection.

BUT THEY WILL NOT REPLY!

It clearly states on the USPS website to NOT return the damaged item to seller and that the item may be requested by the USPS for inspection.

I took photos and copies of my correspondence with the buyer to my PO and they said they had to see the item in order to agree to the claim.

What I'm supposed to do? 

[a_happyhoarder]

Thank you! 

I actually told this to the Post Office employee I spoke to.

I think the point some are missing is that the USPS, to whom, over the past two months, received over $1000 from me alone in postage, is acting as if THEY are absolved from the damage THEY caused! 

[a_happyhoarder]

I mentioned that to the CSR I spoke to because there was a time when a false claim could be reported and the refund could be revoked.

eBay policies for sellers has become SOOOOO aggravating lately, that I have been looking for a sign of whether selling on eBay was still right for me.

So, not only did this situation open my eyes to the lack of seller support,  over the last few months, approximately 250 of my 700 listings were removed because they had not sold in 60 days.

If that is not a sign...

[a_happyhoarder]

I just read through that chain of comments and I am confused.
If a buyer receives a damaged item AND the insurance is denied, the seller still has to refund the money, right?
And now eBay says they will not offer seller support.
WELL, here is the deal...I wrap my items in bubble wrap AND I added more packing material around the bubble wrap. This package could have been kicked around a soccer field!
In fact, this was a 4" item packed in enough bubble to fill the USPS PM 7x7x6 box.
It was NOT my lack of packing! I send out thousands of fragile items and I have had 2 other claims in the past two years for broken items and none before that!
USPS is the responsible party, the photos were clear, and the cost was only $42...COME ON!!!!

[a_happyhoarder]

But if a seller refused to refund you and you had to be the one to file the claim...would you then? Or would you just file a case against the seller?

I'm not being mean...I really want to know what a typical buyer would do.

Because, as a buyer, I received a broken OOAK item about a week before this happened and I filed the USPS insurance claim, held on to the item and the packaging. I was not asked to bring it in...but I would have.

I was refunded by USPS and the seller was never involved other than in our eBay messages.

[a_happyhoarder]

You could be right.

This item was wrapped very well and the buyer said there was no damage to the box other than a little crumpled area in the corner.

SO HOW DID THIS RESIN PIECE GET BROKEN?

Hmmmmm

And even though it would diminish the value of the collectible, she could have glued it back together.

Regardless, she would still get her money back.

[emerald1830]

I do understand where you are coming from...I have had once a broken eyeshadow palette, though well-wrapped, still shattered...I did submit pictures to the seller...seller asked me to hold on to all the wrapping, boxes, etc and I did..

But if I would have had to go to the post office, I would have had to take off from work at least half a day..

But knowing me, I think I would have done it because I appreciate my sellers..

[a_happyhoarder]

Ok...long story but...

This happened to my son.

He sold a 1990s X-Men Storm action figure (Barbie doll style) in its original albeit damaged box and days after receiving it the buyer left negative feedback for my son...having never contacted him...saying the doll was broken. 

First of all, the box the doll came in was padded! The doll was secured in its original box AND it would have taken a truck running over it to have done even minor damage. 

He asked for photos but the buyer would not send any. So my son offered him a refund if he would just send the photos of the damage.

No reply...until he filed for a refund with no photos.

I told my son to request photos again for proof and that eBay would expect to see photos as well if they got involved.

WELL...long story short...eBay DID get involved...refunded the buyer...and he never got photos of the damage!

He asked eBay for help to remove the negative feedback and it took some effort even though the buyer had been refunded!

[kensgiftshop]

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@a_happyhoarder wrote:

Because, as a buyer, I received a broken OOAK item about a week before this happened and I filed the USPS insurance claim, held on to the item and the packaging. I was not asked to bring it in...but I would have.

I was refunded by USPS and the seller was never involved other than in our eBay messages.

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The insurance is for the seller, it's their job to file the claim.

On Ebay, the buyer is covered by the MBG.

All you had to do was file an INAD to get a refund and the seller would deal with the insurance claim.

[a_happyhoarder]

Thank goodness I was given that same advice a couple of years ago for First Class shipping!

I, too, have my own "insurance" for items under $20 that I ship First Class.

Thank goodness, because the PO lost one of my FC packages THIS PAST MONTH! So, after trying to get the USPS to track down the item, I refunded the buyer. 

That is good advice!

Thanks for sharing your wisdom!

[a_happyhoarder]

XD

[7606dennis]

Alas!  There is really nothing that you can do if the buyer refuses to cooperate in the insurance claim process.  Don't forget to put them on your BBL.

[monster-deals]

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@chinohighcowboys1963 wrote:

Buyers are never required to cooperate with a seller filing an insurance claim.

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Not entirely accurate.

[Anonymous]

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@monster-deals wrote:

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@chinohighcowboys1963 wrote:

Buyers are never required to cooperate with a seller filing an insurance claim.

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Not entirely accurate.

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Not exactly true, or even enforceable at this time. The OP has already found the thread from over a year ago that has the eBay blues explaining it all. 

If you pursue that thread you will find out exactly why the buyer did not comply - nor would I.

As per any eBay Peggy, in order to receive a refund for a snad you must return the damaged item, however, if you were to relinquish the item to the post office for a seller's insurance claim you would have nothing to return and would not get a full refund.

Until eBay puts into writing as a procedure/protocol to relinquish items in an insurance claim without losing your MBG rights then I personally will not do it unless refunded in full first.

https://community.ebay.com/t5/Shipping-Returns/USPS-Insurance-claim-denied-buyer-lied-will-not-surre...  

[Anonymous]

I wonder...

1. ... do you think the buyer would agree to let a courier service collect the item to be brought to the PO for inspection? That would alleviate the inconvenience that he/she purports substantially, one would think. Is being at the residence to open the door too much to ask? I think not. What could possibly be the buyer's argument against this solution if USPS would accept the contents from a third party? IF is the operative word here, of course.
2. ... and would that be within the guidelines to still be eligible for a USPS insurance claim even? In other words, does it matter who brings it in, as long as it's presented for inspection? I'd call USPS first, before purposing the option to the buyer.

For an expensive item/order, it may be worth the cost of involving a courier service to pickup and then deliver your product for a claim to be resolved. I would if it was viable option that USPS pre-approved. Just an idea.... it doesn't hurt to ask, I figure.

[a_happyhoarder]

The buyer still has NOT responded to any of my messages!