What is the generally excepted procedure when an item (glass) is broken in shipment using USPS

[bubbapeaandme8178]

I sent an item to a buyer and they emailed me and said that it had arrived broken, the buyer emailed me and asked me to ship them another one with no images of the one that arrived broken. When I asked her to take the item to the PO and process a claim she then opened a case against me. When I answered her that this was not a "Return" but an "Insurance Claim" she then asked ebey to step in and they ruled against me and told the buyer to return the broken (insured) item to me. It has been 10 days and no record (tracking) of anything being shipped to me by the buyer? I told my postmaster here what has happened and they said Ebay was in error by asking the  buyer to return the broken item to me but did say she would help me get an insurance claim started when and if the returned item arrives at the PO. The item was insured (Up to $100.00) according to the "Shipping Label" but there was no "Process a Claim" in the drop down at the end of the label line in my shipping labels, Very confusing as to what is the correct way to process an insurance claim when an item is broken and why would ebay tell the buyer to return a broken item and rule against me when the item was perfect when shipped and very well wraped and boxed??   Bubba

[nobody*s_perfect]

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@bubbapeaandme8178 wrote: ...  why would ebay tell the buyer to return a broken item and rule against me when the item was perfect when shipped and very well wraped and boxed??   Bubba

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Because that's how ebay's buyer protection policy works.  It is called the  "Money back guarantee" because it guarantees that a buyer will get a full refund if the item arrives not as described, which includes damaged.  eBay has no regard for the USPS insurance claim process; that's just not a consideration in the way they set up the buyer protection policy.  If the item is not as described, the buyer can file a claim and get a full refund; it's up to the seller whether they want to pay for the postage to have the item returned.

Because of ebay's policy, theres  no motivation for a buyer to get involved in the insurance claim process.  You can just file your claim online.

[klhmdg]

Next time... ask the buyers for photos so you can file the claim with USPS.

The buyer can send the photos to your eBay messages.

You can file the USPS claim on line.

Also just refund the buyer. Do not let them send to to eBay, you will lose.

[bubbapeaandme8178]

I am not going to refund the buyer until I see either an image of the broken item or a tracking number that the item has been shipped back to me. I tried to file a claim on line with no luck, I could not sign in? after 1/2 hour of trying I gave up, my PO said they would do it for me by phone so why drive yourself nuts with the crazy sign in procedure?  bubba

[bubbapeaandme8178]

The buyer has not responded to any of my 3 emails so asking her for images is NOT working ?

[bubbapeaandme8178]

Why would Ebay offer USPS Insurance when using  (Shipping Label) and you get charged for it and them Ebay has no regard for a damaged item?  bubba

[bubbapeaandme8178]

The buyer was offered a return shipping label almost a week ago and no tracking has been seen for the returned item. I just got off the phone with the Ebay CR and they said to wait until the 24th, if the shipping label is not used they will close the case even tho it was ruled in the buyer's favor. So here's where I stand, the delivery was made on Aug. 29th. as of today (17 days later) NO IMAGES of a broken item and no use of my return shipping label ( NO Tracking Number) and no communication with the buyer after 3 email attempts????  Maybe Ebay should check on a buyer's mental state B-4 letting them have an account where they can make up there own rules. After 20 years on this site Ebay is more like area 51.  bubba

[gizzme]

I ship almost all breakable items and, luckily, have only had a couple items arrive damaged. I was always told that USPS does NOT want broken items returned in the mail.  The CORRECT procedure should be to immediately request photos from the buyer to provide a seller with proof of damage. (I also ask for a photo showing the packing materials and the box.) So far, I have had great buyers who immediately provided those photos. I tell the buyers that as soon as I receive the photos, I will immediately refund them in full and will take care of filing the claim online myself. I have only had two USPS claims and one FedEx claim and they were all covered for damage for actual value of the item. I can't imagine why eBay would rule against you when you have not been provided any proof of damage - that opens up a huge can of worms for bogus claims by buyers. Most buyers have been great but the couple that aren't really can be a downer for a seller! I think if you immediately message your buyer in the future and ask for photos, and tell them you will refund them in full as soon as you receive what you need to file a claim, this should be enough to cover you if the buyer does not comply. 

[disneyshopper]

Since the buyer filed a Returns Request, and a return label was provided, the buyer has 5 business days to get the package in the mail.  If the Returns Request does not show that the package is in transit, at the end of that 5 days, you can go back to the Returns Request and ask that the case be closed in your favor.

[dtexley3]

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@disneyshopper wrote:

Since the buyer filed a Returns Request, and a return label was provided, the buyer has 5 business days to get the package in the mail.  If the Returns Request does not show that the package is in transit, at the end of that 5 days, you can go back to the Returns Request and ask that the case be closed in your favor.

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Unfortunately (according to the OP) the seller allowed the original return request to time out instead of "return for refund" and the case was already decided in favor of the buyer even though eBay still asked the buyer to return the item.  I don't think they will reverse that or make the seller whole, at the end the case will be "closed" and the buyer keeps the money.  The seller also earned an unresolved case defect.  

Also, it's been stated by the blues that when it's "unsafe" to return an item, such as a broken glass or porcelain item, eBay can refund without return and the seller has no recourse.