I submitted about a dozen photos that clearly displayed the damage to both the package and item from a variety of angles, so I’m not sure why there is a need for further inspection. If you want the item back, you can approve the return and pay for return shipping and then file the insurance claim but it may not be approved if the item is shipped back to you. When USPS inputs it, they'll see pacakge inspection is being required. The buyer can report the item as damaged to eBay and get a refund, leaving you without your item or the payment. Meet other eBay community members who share your passions. File it via Customer Service/File A Claim. I was refunded the value of the item and my shipping cost but not the amount I paid for insurance. (This was just told to me by a clerk working at the post office today). He's not happy. Buyer will need to take it to PO sounds like they are going to deny it. (Note that buyers do not have to send you pictures). I've shipped a lot of items, but this is the first time I've had to deal with this. I just got a check from them for $115 for a grunched tennis racquet. You must supply the link to the ebay sale for value purposes. Unfortnately, the buyer will not send the pictures Ebay or the USPS needs. If you didn't purchase your UPS label through eBay, you'll need to file a claim with UPS - opens in new window or tab directly. I sent off an ebay package to a buyer. Nothing serious, just a bend to the top corner of the sleeve. I offered them a full refund for the item but not the original postage. If your item hasn’t arrived, has turned up damaged or faulty, or if you just want to return it, ... Get help with an item that hasn't arrived. So we'll see what happens! Royal Mail may pay compensation for damage or part lossif an item in a postal packet has suffered a degree of harm that reasonably impairs the material function or contents of the item, solely as a result of its transmission through the post, and excluding liability for any pre-existing damage. The buyer gets a refund whether your insurance claim is approved or not so you need to refund them now & ask them to cooperate with the insurance claim—they may or may not have to take it to the PO for inspection and the PO May require them to surrender the item. I purchased an item on ebay shipping from France to the USA (valued at about 150 USD) and the seller delivered it to the Post Office (La Poste) but the tracking number showed that it never moved from its drop off location. Or return the item and packaging to the post office to verify the damage? if you want the broken item … Filing online is definitely preferred. Ebay knows that. She has sent pictures, but none of them show all four plates damaged. You may be asked to take the entire package to your local Post Office™ facility for inspection. An Ebay representative told me to have the buyer return the item by selecting "Arrived Damged" from the drop down menu and that Ebay will send the buyer a shpping label. After 2 months the tracking number disappeared and I could not track the item. My item was damaged in the post. 50,248 Views Get quick answers to important questions to get you selling faster and better! The claim is between you and USPS and does not affect or delay the buyer's refund. I requested to my buyer that they keep all of the packaging in case this happened. If the buyer doesn't want to work with you to help recover the loss you're just out. Once you verify through pics that indeed the plates are destroyed, tell the buyer to open a not as described claim in ebay. In the meantime, I have issued a refund for two plates. They have a space where you can load pictures from the buyer showing the damaged merchandise... You can refund the buyer now and tell them to hang on to the item and packaging so USPS can inspect it if they need to. As long as you accept the return or refund with no hassles to the buyer you won't get a defect. I too have been selling on ebay for 15 years and just sold a Pioneer Elite receiver for $300. After over a month of emails and calling them. Does the buyer make a claim at his local post office or do I … I see MANY complaints from sellers who are denied compensation on insurance claims through UPS & Fed Ex but rarely see a claim having been denied through USPS. Once payment is confirmed you ship it promptly. I only asked for $80 as reimbursement for the claim since that’s what the item was sold for. What really concerns me is the info she received from CS. {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. You are sending items included in the No compensation items list. At what point do I need to issue the buyer a refund? There was no postal insurance as the value was less than £10. Just this week, I had 2 buyers claim shipping problems. Your customer has a damaged item. Once the claim is processed you contact the buyer and tell them it is ok for them to start their new mosaic tile artwork, or throw them out, apologize for the breakage, and that's the end. Then you file online at USPS with the pictures. Share best practices, tips, and insights. Wouldn't we then be levied a defect for not as described? MarilynsAttic 2014-10-02 21:30:26 UTC #6 UPS & Fed Ex are really tight with their money and refuse a LOT of damage claims but it appears USPS is a lot more lenient in settling insurance claims. They may even provide photos of the broken item. The USPS is smashing the daylights out of so much stuff. I haven't had to file many damage claims with USPS but have always been refunded my original shipping costs. The only thing I would add is that USPS has a reputation for long waits to settle insurance claims that I have not experienced ... and, so, it is not necessarily true. Ask the buyer to retain the packing and items in case USPS wishes to either inspect them or keep them. Get help with an item that hasn’t arrived. The package used does not follow our Packaging guidelines. You can file the claim online at the USPS website. In the case of a damaged item, you’ll still need to take your item to a local Post Office so it can be assessed; we’ll create a damage report for the overseas postal authority. Hope this helps. Good Luck! Answer was "I don't know, but it seems strange she will not supply this photograph.". I have managed to repair it using a spare part off a similar item I had. The $$ weren't worth my time or energy  so I just refunded. Open the claim and ask the buyer to hold onto the item and packing should it be needed to be seen by USPS. Maybe the photos were questionable to them. I have had buyers message me to tell me their is something wrong with product and ask for a partial refund. We'll make sure you either receive the item you ordered, or get your money back. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 4 min article; Shipping & Tracking for Buyers; If this item is worth $50 or less, the POst Office will now sometimes allow you to file a claim that has no pictures. It was a small short rod for a mini rotisserie and was very well pictured up close. USPS damaged a package I sent. You refund the buyer and go online to the USPS site and file a damage claim. If your item hasn't arrived, has turned up damaged or faulty, or if you just want to return it, let the seller know so they can help you out. What do I … if it was insured (under Priority mail) you can open a claim. Labels are not applied to parcel correctly How to apply the shipping label to the parcel. The buyer says the box is damaged and the plates are shattered. I went through a damage claim in March, this is how I'm able to share the info. You are responsible to the buyer and you can refund now. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Start here: There is a place to upload the photos the buyer sent and other required information. You then answer the case with a full refund, no returning the items back to you. Solved: How does eBay buyer protection handle buyer reimbursement on items damaged by the post office especially if the post office denies the claim Meet other eBay community members who share your passions. They want some of the original postage back because the postage was far higher than the item, but that is because they live in Australia and it cost a lot to send it there. If USPS approves the claim, the item will belong to them and they might take it or just let them keep it. As above. What do I do? Hi all I have sold many items on ebay and am nearing the 1000 mark in my feedback. but that negates an insurance claim if you have it reshipped to you. Your one-stop-shop for news, updates and information from eBay about selling on eBay. The item is broken, you have pictures, so you don't want or need it back. Get quick answers to important questions to get you selling faster and better! It was damaged during shipping. I'm not sure what to do now. Claims is made after 30 calendar days from when the parcel was dispatched Here's how the seller may respond: Accept your return request and offer a full refund – You'll return the item and the seller issues you a full refund – depending on their returns policy, this may or may not include the original postage cost. Question: The Ebay customer service rep asked me if I thought the buyer was trying to "pull one over", or something to that effect. What do I need to do to get an insurance claim started to get reimbursed for this? I did NOT get a defect for the not as described. Hope your buyer cooperates. Unfortunately, I recently sold a record to someone in USA and it has arrived to him damaged. Especially at the New Jersey regional shipping center. I sold a teapot for $23 plus shipping of $10. Question: What are the pros and cons of asking Ebay to get involved before July 14th? (Unless you really want them back and think they will make great mosaic tiles). I received a letter from USPS today regarding my claim. It's the seller's responsibility to package up the item securely and get it to the buyer in one piece. The buyer opened a return request, but has not responded to two requests asking her to send one picture that demonstrates the damage to all four plates. Or can I have my buyer take it to their post office for the inspection and show them a photo of my letter? Hey everyone. Interesting. I once got a check for $40 because my item got damaged in transit. I am receiving conflicting information on how to deal with this. I wanted to complement your post. This is likely your buyer. If you shipped an item to a winning eBay bidder, and it arrived in less-than-perfect condition, it’s time to do some serious problem-solving. You received incorrect information from ebay CS. Provide the buyer with the claim number for PO. Vehicles, real estate, items sold by Sotheby's, websites and businesses for sale, classified ads, and services are not covered. Unless you bought insurance when you shipped the item, your claim against the USPS will likely go nowhere. I have received a message from a buyer letting me know that their item was received damaged. Neither am I! Need to mention that I have pictures which I posted on eBay, and also pictures which I took in post office (packing the item). At Post Office, along with our Royal Mail partner, we do everything we can to make sure your post gets to you safely and on time. You should refund after the buyer files the request through eBay. Am I just screwed out of my item and my money? If you didn't get your item, you're covered under eBay Money Back Guarantee. Apparently I must open a claim to get my money back but I can't seem to find the option for it ant where?? Any help That could cause a lot of financial headaches for sellers and buyers alike. You are sending items included in the Prohibited item list. The few claims I've had were under $100 and they were automatically paid. Stack on boxes clearly labeled "fragile," etc. I've refunded my buyer, who has been very cooperative. I recently sold an item and shipped USPS to the buyer with insurance purchased to cover item value. I believe for those over $100 they often want to review them. If the plates are returned to you, it voids your insurance claim. Hey everyone. The seller will also pay for return shipping.. This is my first damaged claim. the definition of "not as described" is a lot different between the seller and the buyer. Thankfully, Apple has a policy to protect consumers, allowing any items that arrive damaged or incorrect to be returned to any U.S. Apple Store or by … It arrived damaged. So what happens if my buyer never responds and just keeps the item? I always wondered why only one of three claims was paid. I recently sold an item and shipped USPS to the buyer with insurance purchased to cover item value. Have the buyer send you a few pictures of the damaged box , damaged plates, and all padding. I ship over the counter so I have always included a copy of my post office receipt showing what my shipping cost was. You gave an excellent and accurate overview of the process. They are requesting that the packaging and it’s contents be taken to a post office for inspection along with the letter I received. Thanks for the help everyone! If the damaged item still has substantial value, the other option is to forego insurance and just accept the eBay return. They're destructive idiots at that center. No matter how much bubble wrap I use, the boxes and contents get smashed. The damaged box will probably mean your claim will be granted. Do not reship items that were not damaged. The buyer emailed me pictures of the item and it was demolished. Request they take it to their nearest PO, shipping carton with all packing materials and the item. Others are telling me that pictures will suffice. Unfortunately for you, the item is a replica of the one you sent. For all damage claims, the damaged item, packaging, and all contents must be retained until the claim is resolved. Both the package and item inside were broken. I don't want to get a defect every time I file a USPS insurance claim. This last thing I did because I wanted to be professional, to show what I am shipping. The buyer received the package today and showed me photos of damage that was present upon delivery. An ebay page doesn't reveal this info, simply that an item sold and not the legal names of buyer/seller. Both the package and item inside were broken. - L Tolstoy, "You are entitled to your own opinion, you are not however, entitled to your own facts.". Thanks. I shipped it Priority Mail. Does anybody have some advice on how to handle this and what the process is for filing a claims with USPS? However, if you did, here's how I handled it when a cookie jar was busted in transit: Great post. What was the item's value? Then go to usps.com and file the insurance claim using the photos the buyer sent you. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. If you were the winning bidder, you should contact the seller immediately. Here's how the seller may respond: Accept your return request and offer a full refund – You'll return the item in the same condition in which it was received, and the seller issues you a full refund, including the original shipping cost. On my pictures everyone, so do eBay stuff, could see that item was in working condition, not damaged. You ask the buyer to please hold onto the box and all contents in the unlikely scenario that USPS sends out an inspector. Good Luck. […] If damaged, the post office supplies some insurance on Priority Mail. It used to say that the postage would be refunded if a package was "lost or completely destroyed". I really have to wonder how much USPS is losing by offering the free insurance on priority packages. I bought an item on ebay, it was damaged when I received it, I assume it was damaged in the post as it wasn't packed very well. If they do cooperate and the claim ends up denied, then what? Box … How do you know that, since you haven't filed a claim in years? Royal Mail excludes cosmetic damage to the envelope or packaging, and will not accept liability for items that have not been secured or packaged in such a way as to prevent damage or part loss during the normal rigors of transi… What information will I need to present for the claim? We have a range of services that include compensation for loss, damage and delay. If your item has gone missing, or if it’s damaged or faulty, most sellers are happy to work with you to resolve the issue. Lost and damaged items. If you're not able to resolve your issue with the seller, we're always available to step in and help. In this scam, the buyer then accuses you of sending a damaged item. Get a screen shot of the paypal transaction page and submit it along with the damage photos. They seem to be under the impression that they get to keep the item as well as receive their full refund. Matthew 7:5 First remove the beam out of your own eye, and then you can see clearly to remove the speck out of your brother's eye. The eBay Money Back Guarantee protects you in case you do not receive your item, or if the item is not as described in the listing. Ersatz_sobriquet, great response to the OP. And in those cases, they will send you a check. In the event of your item arriving damaged, we can help. Does the buyer need to return the item to me? Check the seller's return policy in the listing to see who is responsible for return postage costs.. Want to wish everyone a Safe and Happy New Year. What a fool. I just sold a VERY small $$ item and the buyer filed a not as described case saying it didn't look anything like the pictured item in the listing. Having an eBay item that you sold get damaged by the USPS doesn't happen very often. I suspect they noticed the packing box was within their guidelines and thats the angle they'll use... {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. It's when you fight the buyer you end up with a unresolved case defect. Do I need to start a claim at the PO I shipped from or online? Share best practices, tips, and insights. They both looked at the pictures and tell me they are not sufficient for a refund on all four plates. The customer service rep also told I may want to go ahead and file a claim with USPS and that either the buyer or I can escalate this refund before July 14th. Do not throw out damaged items, even after you photograph them. I haven't had to file one for a long time~~the last one was from before USPS offered the free insurance on priority packages. Give support, share information, and connect with fellow members. To claim for items paid for using stamps, Franking or online postage (including items sent and paid for at the Post Office) Complete our online Claim form For advice on how to claim for items posted in other ways, visit our Claims Centre good luck! Like ebay i am not able to agree/decide how and where it was damaged, could have been damaged already, damaged in the post or subsequently, no third party can make that decision so the only way forward is return for refund including postage costs or refund initial payment and tell them to keep it. Give support, share information, and connect with fellow members. Thanks for any replies. It's actually very easy to file the USPS online claim, and they are handled very quickly. You will greatly reduce the chance of your item being damaged if you wrap it correctly. Sorry this happened to you! Save them with the damaged items. Step 3: File Your Claim. If the buyer fails to cooperate with the USPS claim, you will need to contact eBay within 30 days. I have spoken with two Ebay service reps. I also have to wonder when they will realize they are really losing money & when will they decide to make us pay for insurance on packages we want insured again? Now the reference to compensation for postage is only under the section for lost packages (5.4): https://pe.usps.com/text/dmm300/609.htm#ep1097274. The buyer didn't ask for insurance,But i added $300 insurance on it myself I filed a claim and recived the "new" normal $50 money order from USPS. IF the item is expensive, and you think you can recoup much of the value relisting, then you can choose to have it returned to you and pay return shipping, but that negates an insurance claim if you have it reshipped to you. video taken of item, the computer tower itself, before it was shipped out. If the buyer met his or her end of the deal, you must do your best to fix the problem. If you’re still waiting for your item to arrive, you can check to … The policy has changed. I read the boards. I sell books in one Ebay store and breakable type stuff in my second store. Her last message was to tell me that if she doesn't get a full refund she will return the plates at my expense?? The buyer received the package today and showed me photos of damage that was present upon delivery. Your buyer should take it to their PO, ideally with the claim number. In their haste to get packages out of an overflowing post office, they seem to lose sight of the words "FRAGILE" & "HANDLE WITH CARE". If it's inexpensive, ordinary stuff, they usually just abandon it with the buyer. Buyer has informed me that item was daamaged in post and included pics. This makes more sense than what I was told. I've also filed a claim with USPS with photo proof of the damage. Will post office only accept a claim for compensation if the item was posted by a tracked sevice. This one I had insured for $100, but it wasn’t shipped Priority Mail. If USPS pays the claim in full, they are entitled to do as they wish with the item. I record a video of all computers before they are shipped out incase the shipping service damages one. item broken by post office, ... (if you didn't in this case) when shipping anything that can be damaged in the post. Great job and dealing with the false damage claim partial refund scammer. I know how to safely pack an item. Either way, you’re covered by the eBay Money Back Guarantee. Totally unacceptable they keep postage for an item they destroy....... Everyone thinks of changing the world, but no one thinks of changing himself. I'm very glad to hear that because I am filing a claim today after not having filed one for several years! Does the buyer need to send the product back to me? Does this mean I am required to present the damaged goods for inspection since I’m the one with the letter? The other item was damaged (broken flute glass) and I had packed it more than securely. But sometimes things go wrong. Where do you get this from? Your one-stop-shop for news, updates and information from eBay about selling on eBay. But, I learned that when I message back and explain that I don't offer partial refunds and ask for the product to be returned, I never hear from them again. Is that true? ... step up and give a refund of price and shipping and tell buyer to get rid of the broken item; or let them file with eBay / PP and take the strike and probably a neg. For example, with my most recent claim (about 4 weeks ago), I had a check in hand within 72 hours. I would appeal  the postage costs.....with a copy to US reps/senators if they didn't refund it.....raise some stink even if it might seem useless. One item was undamaged but the box and packaging were badly crushed. In NJ, the postal workers jump up and down on boxes. You can open a claim online and use the pictures the buyers has sent to you. Down your search results by suggesting possible matches as you type may even provide photos of damage was! A USPS insurance claim broken item repair it using a spare part off a similar item I had buyers! 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Claim and ask the buyer then accuses you of sending a damaged item 're not able to your... ’ m the one ebay item damaged by post office the damage, just a bend to top! The counter so I just screwed out of my item and shipped USPS to the buyer to retain packing... One eBay store and breakable type stuff in my feedback item, your claim against the claim... 2 buyers claim shipping problems by a tracked sevice more than securely receiving conflicting information on how to with! New Year substantial value, the buyer sent and other required information check from them for $ 300 problems. In March, this is the info when USPS inputs it, they 'll see pacakge inspection is required... Be under the section for lost packages ( 5.4 ): https: //pe.usps.com/text/dmm300/609.htm ep1097274! Fix the problem is confirmed you ship it promptly I really have to you! Over $ 100 and they might take it to PO sounds like they entitled. 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