USPS denying damaged item claims

[neo.m.t.c]

Wondering if there are other sellers experiencing this problem:

I have never had an issue with a denied damaged item claim through the USPS until now. In the past, I have filed online with everything they ask for--damage photos (I expressly ask for these in my listing if the customer claims damage), proof of value, etc. and never had a problem receiving compensation for the insured package. Now USPS sends me a letter telling me that my claim will be denied if the broken item is not physically taken to a post office for inspection! I did review the USPS policy online and found this to be true, although the customer service person I spoke with on the phone had no idea when this went into effect.

How are we supposed to do that if the item is in the possession of the buyer? USPS customer service actually told me that I should state in my listings that if there is an issue with damage that they (the customer) should save all packaging material and take the item to the post office office for inspection. In other words, I would have to place the burden on my customer to receive compensation for the item which (if you are a seller, you know) is nuts. Whenever a customer provides me with photo proof of a damaged item, I refund them immediately and I do the insurance claim push ups to cover the loss.

I have been selling on ebay for quite a while now--a lot of the items I sell are glass, making them highly susceptible to breakage upon shipment. I have sold a LOT of items and my damage claims are very low in proportion to the volume that I sell. I package very well--as a matter of fact, I got a message from a buyer just the other day with pictures of the USPS box sent that was severely damaged (it actually looked like someone ran over it and took a box cutter to it) but they were happy the item was thankfully undamaged!

I understand that the USPS must be in a tight spot right now--they have raised rates, and appear to be tightening the purse strings; however, I feel this is pretty harsh. I don't believe the vast majority of buyers/sellers are trying to game their insurance claims process.

USPS insurance is a hedge for me and I'm not sure if the gamble is worth the price. I was actually pretty lucky with this incident--the damage claim I had denied was only $20; however, this policy in general may be a gamechanger for me on shipping. Would it be better to ship Fed/Ex or UPS with ebay purchased ship cover insurance? Any thoughts from other sellers. . .

[eunster1313]

It's not a new policy for USPS.

They have always had the option (at USPS discretion)
to require any package to be physically taken to a
post office for inspection before a clain is paid.

Buyers are covered buy the eBay money back guarantee
and are not required by eBay to help you with your
insurance claim.

[katzrul15]

I have sold a LOT of items and my damage claims are very low in proportion to the volume that I sell. 

Wondering if that is it - you have hit some sort of threshold within the USPS system?  How many claims in a 1 year period have you filed with USPS?

We filed one about a month ago online and while it took a little bit, we were reimbursed the amount we applied for  online.  

Have filed very few over the years though, but never had an issue with USPS when we did.

[donsdetour]

they got tiered of fake claims and faked photos:

so the now want the item and packing to inspect it.

The have always had this right to inspection of said damaged packages and items.

Oh: and no mater what you say the purchaser does not have to cooperate in such.

[jonathankirkland]

Looks like another thing that you have to raise rates across the board of all your sales for in order to cover so you could put funds "in the cookie jar" as a contingency. 😐

[sextons-sweet-deals]

You state you have had issues in the past. Makes me think you are not investing the time & materials for a safe shipment. 

I use to work in shipping for a Government facility  / Government contractor. 

If your selling  fragile items, you need to go above & beyond in packing. You have to assume the worse scenario when packing. Raise your shipping fee if needed to cover material costs & priority shipping.  Never ship ground on a fragile item unless your confident!

I take photos as I pack an item to show how well it was packed if questioned. I also invest in labels that can be bought cheap on eBay (at times). 

"Fragile" handle with care 

&

"Glass"

Don't be cheap on using labels to make sure the USPS handlers can easily see when processing the package. The old Sharpie marker is not good enough these days!

[1tuna]

I have shipped 50,000 packages wit the USPS.not very many were insured

I have had various international claims get paid by USPS for losses averaging $500

I have never made a claim for damage because I have never had any

its not worth buying insurance..................the cookie jar method is superior

I am having a hard time believing you insured for $20..............but thats just me

[gotclubs]

I'm having issues with them lately as well. What I found you need to do is send in a screenshot of the eBay invoice itself. Previously, I would screenshot the eBay order details, and the paypal details. now that most of us are in managed payments, there's no paypal. Even though all the money is ran through eBay, the order details page, various screenshots of the payments page, etc, were not enough. Only when I sent a screenshot of the invoice (which also goes away after I think 60 days) was I able to get one item refunded.

I have been denied twice on another package, no idea why, but I should have the denial letter today. My PO has it, the box is DESTROYED beyond imagination, and the golf club inside was obliterated. It takes a lot of force to snap a golf shaft. I included the eBay invoice with this one also, but I'm on my second denial.

I did notice my last claim which I put through at $100, which is what priority mail should be for eBay labels, was only paid out at $50, even though it was a $150 item I had sold that was damaged.

USPS is becoming awful. If they didn't give me free boxes which I use for smaller clubs, I would switch to FedEx.

[certifiedcitynet]

Whenever you ship any item to a buyer, you assume the risk of being liable for any damage if he refuses to cooperate with the claims process. 

But why not just carefully protect your merchandise in the first place, such as by using our box within a box within a box (and tons of padding) method. We have NEVER experienced a damage claim. 

[certifiedcitynet]

p.s.- We also mark "FRAGILE" on all shipments, even if they are not. That way, the packages are handled with kid gloves at all times. There are no extra charges for saying "FRAGILE". 

[bjw331]

I have had the same issue with a few packages I've shipped USPS Priority mail and getting the letter that the damaged contents need to be presented at the Post Office for inspection. Has anyone had success with getting a buyer to return the package to the seller marking the package "Return to Seller, Damaged in Shipment" and having USPS cover the cost?   Then once returned I would bring to the post office?  Or sending the Buyer a copy of the claim letter and having them give it to their mail carrier? It is unrealistic to expect a Buyer to take a damaged package tot he Post Office, which USPS probably expected.  This was never an issue pre-covid, they would pay the claim based on the documentation submitted with the claim.

[ferncliff-39]

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@gotclubs wrote:

I'm having issues with them lately as well. What I found you need to do is send in a screenshot of the eBay invoice itself. Previously, I would screenshot the eBay order details, and the paypal details. now that most of us are in managed payments, there's no paypal. Even though all the money is ran through eBay, the order details page, various screenshots of the payments page, etc, were not enough. Only when I sent a screenshot of the invoice (which also goes away after I think 60 days) was I able to get one item refunded.

@gotclubs  - what is the invoice that you're referring to here?

There is another very lengthy ongoing post HERE where sellers are reporting that no MP docs they send to USPS are being accepted to get a claim paid.

It would help to know what works - would you be willing to chime in over there with your experience, as there is an eBay blue posting also that is working on this.

[otow_18]

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@certifiedcitynet wrote:

We also mark "FRAGILE" on all shipments, even if they are not.

That way, the packages are handled with kid gloves at all times.

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[gentry97]

Did you get any good responses to this?  I am a longtime seller of fragile items all send Priority Mail for the insurmace. Like you, had never had any issue with insurance refunds until now.  I sent a set of glasses and one broke.  It was sent priority mail, which I thought was an automatic insurance refund up to $50.  I only claimed $17 and then I get a letter stating I have to take the broken item and the original packaging to the post office so they can review it.  I provided everything they asked for on my claim, and now I am at the mercy of a postal clerk.  This is very frustrating and is turning out to be a waste of my time.  It shouldn't be this hard.  Any words of wisdom welcomed.  Thanks!

[donsdetour]

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@gentry97 wrote:

Did you get any good responses to this?  I am a longtime seller of fragile items all send Priority Mail for the insurmace. Like you, had never had any issue with insurance refunds until now.  I sent a set of glasses and one broke.  It was sent priority mail, which I thought was an automatic insurance refund up to $50.  I only claimed $17 and then I get a letter stating I have to take the broken item and the original packaging to the post office so they can review it.  I provided everything they asked for on my claim, and now I am at the mercy of a postal clerk.  This is very frustrating and is turning out to be a waste of my time.  It shouldn't be this hard.  Any words of wisdom welcomed.  Thanks!

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Ever read the rules for said insurance from the site of the shipping company:

Of course they have the right to inspect package and damage:

That said the purchaser does not have to cooperate with such.

Having it returned to you violates the rules for insurance with shipping company.

As for USPS they have found this to be an easy way out of paying out such claims due to the purchaser does not cooperate:

Advice is to put a small amount from each sale aside for such problems.

As for even if the items and packing are examined, 99 percent of the time it will be found improper shipping methods used to deny the claim..