buyer chose "return" but insurance will cover damages

[renebeany]

I hope I've posted in the correct board. I recently sold a framed print. I always pack well but this arrived with the frame broken. Instead of contacting me first, the buyer clicked the "return this item" option, then contacted me. I sent Priority so insurance should/will cover it, but I seem to be in limbo. I sent an email to eBay customer service but there are no phone numbers listed at the moment. There is also a negative balance in Paypal for the entire amount. Not sure what to do at this point. Can I start an insurance claim while ebay thinks customer wants to return the item? TIA for any suggestions. 

[simba6]

That's a problem as the buyer does not have to wait or deal with insurance. You have to refund or issue a paid return and refund when you get it back. The rub is if it's reshipped, that will void the insurance. However,  unless it's packed to USPS rules, they won't pay a damage claim anyway. 

[kensgiftshop]

If you want to file an insurance claim with the carrier, you refund the buyer and have them keep the item and package, then you file an insurance claim.

[cream_couture]

You have enough information to start an online insurance claim. Last time I applied for USPS damage claim, the buyer refused (or couldn't understand how to) to send pics, so I uploaded the ebay case with her stating it was damaged and the paypal receipt showing I refunded the buyer. The post office approved my claim within days and I received a check within 7 days. They never asked me for anything else and never reached out the buyer (that I know of).  This was about a year ago.

I also have insurance through Shipsurance, but for that particular claim I filed with USPS. Shipsurance always pays out for me. USPS has paid out without any further information requested every time I have filed, but I may be an anomaly. 

I recommend asking the buyer for pics, (once they provide pics) refund the buyer and file the claim online.