USPS insurance claim verification required

[good_life_530]

I shipped some dishes to a buyer (packed very well) and they arrived broken.  She sent me multiple pictures of the damage, the box and the packing materials.  I refunded her and filed a priority mail USPS insurance claim with all the pictures.  

USPS sent me a letter to bring the items to the post office for verification.  I can't do that since I don't have them and my buyer is unable to go to the post office.  I went to my local post office and they said they couldn't help.   It had to be handled at the buyer's post office.  I tried calling 1-800-ASK-USPS and the phone tree is a dead end.  No ability to talk to anyone.  I tried e-mailing USPS but there is no reasonable reason option provided on their website.  I googled USPS Consumer Advocacy and it referred me to 1-800-ASK-USPS.  

Any idea how to get a hold of a live person that I could discuss this with?  It doesn't seem right that my package was insured and the only way I can collect on the insurance is if my buyer is willing/able to make a trip to the post office.

[little*blackdog]

We've gone full circle.  Those used to be the USPS requirements years ago when buyers paid for the insurance themselves.  They also had the responsibility of taking their proof of Ebay purchase, (showing cost, item description, etc.) the damaged item, packing materials, box and all... to their local P.O. for inspection. 

In a way, I understand how having all the materials presented to someone who can look at it makes sense from their perspective.  But unfortunately the Buyer's Protection Programs have taken away any incentive a buyer would of had to cooperate.  So the seller suffers the loss. 

All you can do is ask your buyer to help you. 

Maybe she will.  Good luck with it.

[frodobagginskennedy]

USPS used to allow for photos for claims under $50;00.  Now they are requiring ALL claims be taken into the PO.  Of course the buyer does not want to be bothered.

I only use shipsurance now.  They require an affidavit from the buyer for the most part.  Most buyers will sign and forward this for the seller.

USPS just does not want to pay out the insurance.

[kensgiftshop]

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@good_life_530 

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If the buyer isn't willing to help, there isn't much you can do.

[buyselljack2016]

I suspect that it is partially a case of "USPS has grown tired of being scammed" on insurance claims.  Just like on eBay, some spoil things for all.

[good_life_530]

Thanks, everyone. I sent an e-mail to the USPS website technical help option and actually got a response back with the contact information below.  I am posting here in case anyone else has the same difficulty with verification of an insurance claim.  I will try contacting them tomorrow and see how it goes.

Please contact the Accounting Help Desk by email at helpdeskaccounting-st.louismo@usps.gov or call 1-866-974-2733 between 7:00 AM and 7:00 PM Central Time.

[Anonymous]

 buyers never want to help, I just have them send it back for refund! All I can do.. They say they will help some times but never do!

[good_life_530]

Well, I have had absolutely no assistance from the USPS Accounting Help Desk.  All they say is that the buyer needs to take the broken item and packaging to the post office.  I contacted the buyer and they were very nice, but said they no longer have the broken items/packaging.  So, I guess I have no more options.  Very poor service by USPS for an insured package.

[lasantino]

wow. this is ridiculous.   when did usps start requiring every insurance claim be taken to the post office.  I've had 2 or 3 claims a year for items broken in transit.  I have always filed the online  claim and supplied pictures and have always been sent a check pretty quickly.

granted, i never insured for the full value of the item, I would just claim the 50 dollars available for priority shipped items.( if the item was more than 50 dollars, i would still only get the 50. If it was less than 50 dollars, i only put in a claim for actual price)

[bigdeals.etc]

Sorry this happened. I learned decades ago to never use USPS insurance. Too many times, it was like pulling teeth to get them to pay out the claims. The last straw was one claim I had to provide (snail mail) documents #A, #B, and #C for my lost package claim. I provided them. Weeks later, they came back and said I originally failed to include #A again. So I sent them #A. Weeks later again, they came back and said I originally failed to include #B. So I sent them #B again. Then weeks later AGAIN, they came back and said I originally failed to include #C. This was when I blew my top and asked them "So you guys thought I sent you NOTHING in my original application?!?!?!" I finally sent them all 3 documents again and told them to stop stalling. They finally paid out weeks later.

Since them I've gone thru using about three different 3rd party insurance companies. Some better than others, but none are perfect. But all of them have been better than USPS insurance.