using the (pip) parcel insurance plan

[tinksroom24]

WELL, I SOLD 2 ITEMS SEPARATELY TO A BUYER. GIVEN THE NATURE OF THESE ITEMS, THEY WERE TOO DELICATE TO COMBINE. SHE CONTACTED ME TO SAY THAT BOTH ITEM ARRIVED DAMAGED. I HAVE NEVER USED THE SHIPPING INSURANCE BEFORE, BUT I AM A LITTLE CONFUSED ABOUT HOW THEY GO ABOUT THE CLAIM. I'M NOT CLEAR IF THE INSURANCE COMPANY NOTIFIES THE BUYER BECAUSE THEY DON'T ASK FOR ANY INFORMATION ACCEPT TO VARIFY THE ADRESSES THE ITEMS WERE TO AND FROM. IT GOES ON TO SAY THEY WILL CONTACT THE BUYER BY EMAIL FOR VARIFICATION OF THE CLAIM. I AM NOT VERY CLEAR ON THE PROCESS. HAS ANYONE USED THIS ROUTE BEFORE INSTEAD OF FILING A CLAIM THROUGH THE OTHER OPTIONS eBAY HAS WITHOUT ENDURING PENALTIES SUCH AS FREEZING MY PAY PAL ACCOUNT UNTIL BOTH ITEMS ARE RETURNED TO ME, AND HOLDING MY ACCOUNT HOSTAGE UNTIL I WAIT DAYS UNTIL I HAVE RECEIVED BOTH ITEMS. THAT IS IF THE BUYER DECIDES SHE WILL ASK eBAY TO STEP IN TO HELP. SO FAR, MY BUYER HAS BEEN VERY UNDERSTANDING, AND CAN SEE THE ITEMS ARE CLEARLY DAMAGED. I COULD JUST REFUND HER, SEND RETURN SHIPPIING LABELS, BUT WHAT GOOD IS SHIPPING INSURANCE IF I DON'T USE IT FOR THIS CASE? I JUST NEED A LITTLE REASSURANCE FROM SOMEONE WHO KNOWS HOW TO UTILIZE THE (PIP)SO THAT I MAY HELP MY BUYER WITH THESE REFUNDS. THANK YOU, - JESS

[missjen831]

Who is the insurance through? Did you ship USPS? Fedex? UPS? Having the buyer return the items to you voids the insurance claim. If the packages were fully insured, normally you refund the buyer in full & file the insurance claim & ask the buyer to make the item & packaging available for inspection by the PO or whatever carrier you used. If you didn't fully insure the items then there is $50 insurance included if you shipped USPS priority mail. UPS and fedex have $100 insurance.

[tinksroom24]

HI,

MY NAME IS JESS. I JUST READ YOUR RESPONSE TO MY QUESTION. THANKS. O.K. SO HERE IS WHAT HAPPENED... I SOLD 2 SEPERATE ITEMS BOTH USPS PRIORITY SHIPPING. ONE ITEM IS A HUGE PINEAPPLE GLASS VASE, TE OTER IS A MANGER WIT TE CERAMIC NATIVITY SET. ON THE GLASS VASE, ALTOUGH IT SOLD FOR $32.00, I STILL PURCASED SEPERATE INSURANCE. EVEN THOUGH I SAW IT SAID IT WAS COVERED I STILL PURCHASED THE SEPARATE INSURANCE BECAUSE I THOUGHT IF ANYTHING WOULD BREAK IT WOULD BE THE VASE. I DIDN'T BUY THE EXTRA INSURANCE ON THE MANGER NATIVITY BECAUSE I SAW IT WOULD BE COVERED.. IT SOLD FOR $80.00. THE LADY I SOLD IT TO IS SUPER UNDERSTANDING. SHE IS A BLESSING BECAUSE NOT MANY CUSTOMERS WOULD BE EVEN REMOTELY UNDERSTANDING. THE VASE ARRIVED TO HER CRACKED, AND TWO OF THE CERAMIC NATIVITY CHARACTERS LIMBS WERE BROKEN. EVEN THOUGH I SUPER SUPER WRAPPED, AND WROTE CAUTION, FRAGILE, ETC..... ALL OVER BOTH BOXES, THEY STILL GOT DAMAGED!! SO, SINCE I HAVE NEVER USED THIS ROUTE BEFORE OF PUTTING IN AN INSURANCE CLAIM, I HAVE READ ABOUT IT, BUT I STILL DON'T UNDERSTAND. I KNOW YOU CAN'T DO ANYTHING UNTIL 7 DAYS. THEN, I KNOW I START THE CLAIM PROCESS. THEN, THE POSTAL SERVICE CONTACTS MY CUSTOMER TO VARIFY THE CLAIMS. AT LEAST THAT'S WHAT IS SAYS. BUT THEN AFTER THAT I KIND OF LOOSE THE PROCESS. SO FAR, I TOLD THE BUYER TO HANG ON TO BOTH ITEMS UNTIL I FIGURE OUT HOW THE CLAIM PROCESS WORKS, AND HOW SHE GETS HER MONEY BACK. NOW, YOU SAY FOR ME TO REIMBURSE HER? I DON'T MEAN TO SOUND LIKE I'M QUESTIONING YOU LIKE I DON'T BELIEVE YOU BECAUSE I HAVE NO EXPERIENCE HERE, BUT ISN'T THAT IS WHAT THE INSURANCE IS SUPPOSE TO DO FOR THE BUYER? WHAT HAPPENS IF THE INSURANCE ONLY PAYS FOR THE TWO BROKEN PIECES AND NOT THE ENTIRE AMOUNT OF TE SET? THE BUYER IS BEING VERY UNDERSTANDING LIKE I SAID, AND SHE KNOWS IT IS A PROCESS, BUT HOW CAN I BE SURE I'M NOT GETTING COMPLETELY SCREWED HERE? I MEAN, DOES THE INSURANCE MAKE BOTH PARTIES WHOLE AGAIN? WELL, THANKS FOR YOUR ANSWER, AND YOUR TIME, - JESS 

[bonjourami]

If you want those broken items back, you should reimburse the buyer for full price and shipping to return to you,after you receive them. You can print her a return label/or labels,and send to her. those fragile items should have been double boxed. No buyer should have to wait for insurance reimbursement. that is on you..you are the one who then files for the insurance.

[lacemaker3]

@tinksroom24

You need to refund the buyer, and ask them to please keep the items and packaging for possible inspection by USPS.

You file the insurance claims with USPS, and if there is a choice, then specify that the refund is to be paid for you. You are the post office's customer, not the buyer, and the buyer doesn't need insurance for this situation because they are protected by eBay. The insurance was to protect you.

The post office will probably send a letter or email to the buyer, telling them to keep the items and packaging for possible inspection as well. However, they don't always ask for an inspection. 

Good luck with the claim. Unfortunately, for fragile items, unless the packaging shows signs that it was damaged by the post office, they often won't pay out insurance claims because they say the packaging was not adequate.

[shipcover_insurance]

Hi Jess. My name is Jill and work for PIP/ShipCover insurance.  Feel free to call us at any time.  We can help you with the questions you've mentioned here.  I’m unable to leave our phone number here on the message boards, but you can find it on our website, ShipCover dot com.  You can ask for me when you call.

First, please be aware the Post Office insurance is completely different and separate from PIP/ShipCover insurance. For your manger, you’ll need to file the claim with the Post Office, as ShipCover insurance was not purchased for that shipment.

But, for the pineapple vase, you have purchased extra insurance through PIP/ShipCover. You can file the claim very easily from your eBay Shipping Labels section.  Again, you can find those instructions on our website. 

There is no paperwork involved in filing a ShipCover claim. You fill out a simple online form.  Next, your buyer receives a message in their eBay messages asking them to verify that the item was damaged.  After that, we can usually pay your claim within about 48 hours.  The money goes straight to your PayPal account. 

You are beyond the 7-day waiting period, so you can file right away. Be sure to file before 90 days of the shipment date.  After that time, you cannot file the claim.

Please give me a call and I’d be glad to help. Thank you.  Jill.