This is my first damaged claim. Question: What are the pros and cons of asking Ebay to get involved before July 14th? Does the buyer make a claim at his local post office or do I … Is that true? Share best practices, tips, and insights. This one I had insured for $100, but it wasn’t shipped Priority Mail. I'm not sure what to do now. Then go to usps.com and file the insurance claim using the photos the buyer sent you. Do I need to start a claim at the PO I shipped from or online? 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. In NJ, the postal workers jump up and down on boxes. The buyer says the box is damaged and the plates are shattered. This last thing I did because I wanted to be professional, to show what I am shipping. 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? They both looked at the pictures and tell me they are not sufficient for a refund on all four plates. Meet other eBay community members who share your passions. I ship over the counter so I have always included a copy of my post office receipt showing what my shipping cost was. The USPS is smashing the daylights out of so much stuff. (Note that buyers do not have to send you pictures). 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. This is likely your buyer. Hey everyone. Does this mean I am required to present the damaged goods for inspection since I’m the one with the letter? Will post office only accept a claim for compensation if the item was posted by a tracked sevice. Share best practices, tips, and insights. I received a letter from USPS today regarding my claim. This makes more sense than what I was told. If the damaged item still has substantial value, the other option is to forego insurance and just accept the eBay return. For example, with my most recent claim (about 4 weeks ago), I had a check in hand within 72 hours. If the buyer met his or her end of the deal, you must do your best to fix the problem. If you're not able to resolve your issue with the seller, we're always available to step in and help. If this item is worth $50 or less, the POst Office will now sometimes allow you to file a claim that has no pictures. Does anybody have some advice on how to handle this and what the process is for filing a claims with USPS? 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. The damaged box will probably mean your claim will be granted. I once got a check for $40 because my item got damaged in transit. 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. item broken by post office, ... (if you didn't in this case) when shipping anything that can be damaged in the post. 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. He's not happy. I sold a teapot for $23 plus shipping of $10. You can file the claim online at the USPS website. The buyer received the package today and showed me photos of damage that was present upon delivery. Ebay knows that. I know how to safely pack an item. 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. Need to mention that I have pictures which I posted on eBay, and also pictures which I took in post office (packing the item). {"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}}. USPS damaged a package I sent. 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! 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. Solved: How does eBay buyer protection handle buyer reimbursement on items damaged by the post office especially if the post office denies the claim Open the claim and ask the buyer to hold onto the item and packing should it be needed to be seen by USPS. Start here: There is a place to upload the photos the buyer sent and other required information. Unless you bought insurance when you shipped the item, your claim against the USPS will likely go nowhere. 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. Or can I have my buyer take it to their post office for the inspection and show them a photo of my letter? You may be asked to take the entire package to your local Post Office™ facility for inspection. If the buyer doesn't want to work with you to help recover the loss you're just out. The buyer received the package today and showed me photos of damage that was present upon delivery. If they do cooperate and the claim ends up denied, then what? Interesting. I recently sold an item and shipped USPS to the buyer with insurance purchased to cover item value. I always wondered why only one of three claims was paid. File it via Customer Service/File A Claim. They are requesting that the packaging and it’s contents be taken to a post office for inspection along with the letter I received. Who ever presently has the item needs to take it to the USPS. Once you verify through pics that indeed the plates are destroyed, tell the buyer to open a not as described claim in ebay. However, if you did, here's how I handled it when a cookie jar was busted in transit: Great post. In their haste to get packages out of an overflowing post office, they seem to lose sight of the words "FRAGILE" & "HANDLE WITH CARE". Question: The Ebay customer service rep asked me if I thought the buyer was trying to "pull one over", or something to that effect. The buyer emailed me pictures of the item and it was demolished. I have managed to repair it using a spare part off a similar item I had. ... 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. 4 min article; Shipping & Tracking for Buyers; My item was damaged in the post. Does the buyer need to return the item to me? I wanted to complement your post. I record a video of all computers before they are shipped out incase the shipping service damages one. The $$ weren't worth my time or energy  so I just refunded. Thanks for the help everyone! I just sold a VERY small $$ item and the buyer filed a not as described case saying it didn't look anything like the pictured item in the listing. (This was just told to me by a clerk working at the post office today). What really concerns me is the info she received from CS. Good Luck. Others are telling me that pictures will suffice. I was refunded the value of the item and my shipping cost but not the amount I paid for insurance. I requested to my buyer that they keep all of the packaging in case this happened. Does the buyer need to send the product back to me? 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. 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. 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. Great job and dealing with the false damage claim partial refund scammer. You refund the buyer and go online to the USPS site and file a damage claim. You gave an excellent and accurate overview of the process. The buyer can report the item as damaged to eBay and get a refund, leaving you without your item or the payment. good luck! Both the package and item inside were broken. Am I just screwed out of my item and my money? You must supply the link to the ebay sale for value purposes. I have received a message from a buyer letting me know that their item was received damaged. - L Tolstoy, "You are entitled to your own opinion, you are not however, entitled to your own facts.". Apparently I must open a claim to get my money back but I can't seem to find the option for it ant where?? It's actually very easy to file the USPS online claim, and they are handled very quickly. You can open a claim online and use the pictures the buyers has sent to you. 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. 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. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Step 3: File Your Claim. I only asked for $80 as reimbursement for the claim since that’s what the item was sold for. 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. Lost and damaged items. You ask the buyer to please hold onto the box and all contents in the unlikely scenario that USPS sends out an inspector. 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