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. We'll make sure you either receive the item you ordered, or get your money back. I read the boards. Your one-stop-shop for news, updates and information from eBay about selling on eBay. Vehicles, real estate, items sold by Sotheby's, websites and businesses for sale, classified ads, and services are not covered. 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. You will greatly reduce the chance of your item being damaged if you wrap it correctly. (Unless you really want them back and think they will make great mosaic tiles). Hey everyone. I shipped it Priority Mail. They both looked at the pictures and tell me they are not sufficient for a refund on all four plates. Open the claim and ask the buyer to hold onto the item and packing should it be needed to be seen by USPS. I hope so too, but what do I do if they never respond? It's when you fight the buyer you end up with a unresolved case defect. There was no postal insurance as the value was less than £10. Does the buyer need to send the product back to me? 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. Solved: How does eBay buyer protection handle buyer reimbursement on items damaged by the post office especially if the post office denies the claim I'm not sure what to do now. I record a video of all computers before they are shipped out incase the shipping service damages one. 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. If USPS pays the claim in full, they are entitled to do as they wish with the item. Hey everyone. You gave an excellent and accurate overview of the process. 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? The USPS is smashing the daylights out of so much stuff. You must supply the link to the ebay sale for value purposes. 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. I ship over the counter so I have always included a copy of my post office receipt showing what my shipping cost was. It's actually very easy to file the USPS online claim, and they are handled very quickly. Her last message was to tell me that if she doesn't get a full refund she will return the plates at my expense?? If you didn't get your item, you're covered under eBay Money Back Guarantee. No matter how much bubble wrap I use, the boxes and contents get smashed. They seem to be under the impression that they get to keep the item as well as receive their full refund. If the buyer fails to cooperate with the USPS claim, you will need to contact eBay within 30 days. What a fool. (Note that buyers do not have to send you pictures). Am I just screwed out of my item and my money? Hope this helps. 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… Ebay knows that. The buyer says the box is damaged and the plates are shattered. After over a month of emails and calling them. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Apparently I must open a claim to get my money back but I can't seem to find the option for it ant where?? ... 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. 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}}. - L Tolstoy, "You are entitled to your own opinion, you are not however, entitled to your own facts.". Is that true? I believe for those over $100 they often want to review them. I have received a message from a buyer letting me know that their item was received damaged. The other item was damaged (broken flute glass) and I had packed it more than securely. Great job and dealing with the false damage claim partial refund scammer. Get help with an item that hasn’t arrived. 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. I offered them a full refund for the item but not the original postage. video taken of item, the computer tower itself, before it was shipped out. I've also filed a claim with USPS with photo proof of the damage. I did NOT get a defect for the not as described. Meet other eBay community members who share your passions. Having an eBay item that you sold get damaged by the USPS doesn't happen very often. Will post office only accept a claim for compensation if the item was posted by a tracked sevice. She has sent pictures, but none of them show all four plates damaged. Give support, share information, and connect with fellow members. I recently sold an item and shipped USPS to the buyer with insurance purchased to cover item value. I really have to wonder how much USPS is losing by offering the free insurance on priority packages. Question: The Ebay customer service rep asked me if I thought the buyer was trying to "pull one over", or something to that effect. 50,248 Views 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. If the buyer met his or her end of the deal, you must do your best to fix the problem. They're destructive idiots at that center. Your customer has a damaged item. In this scam, the buyer then accuses you of sending a damaged item. If the buyer doesn't want to work with you to help recover the loss you're just out. I don't want to get a defect every time I file a USPS insurance claim. If USPS approves the claim, the item will belong to them and they might take it or just let them keep it. 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. I always wondered why only one of three claims was paid. […] It was damaged during shipping. It arrived damaged. I'm very glad to hear that because I am filing a claim today after not having filed one for several years! This one I had insured for $100, but it wasn’t shipped Priority Mail. Who ever presently has the item needs to take it to the USPS. 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. The few claims I've had were under $100 and they were automatically paid. I have managed to repair it using a spare part off a similar item I had. 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. The seller will also pay for return shipping.. Does this mean I am required to present the damaged goods for inspection since I’m the one with the letter? 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. Totally unacceptable they keep postage for an item they destroy....... Everyone thinks of changing the world, but no one thinks of changing himself. Thanks for any replies. On my pictures everyone, so do eBay stuff, could see that item was in working condition, not damaged. 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 … You can file the claim online at the USPS website. The item is broken, you have pictures, so you don't want or need it back. USPS damaged a package I sent. My item was damaged in the post. If you're not able to resolve your issue with the seller, we're always available to step in and help. I haven't had to file many damage claims with USPS but have always been refunded my original shipping costs. What do I do? Request they take it to their nearest PO, shipping carton with all packing materials and the item. The package used does not follow our Packaging guidelines. 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. If the damaged item still has substantial value, the other option is to forego insurance and just accept the eBay return. How do you know that, since you haven't filed a claim in years? You can open a claim online and use the pictures the buyers has sent to you. 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. Get a screen shot of the paypal transaction page and submit it along with the damage photos. Step 3: File Your Claim. I sent off an ebay package to a buyer. For all damage claims, the damaged item, packaging, and all contents must be retained until the claim is resolved. Question: What are the pros and cons of asking Ebay to get involved before July 14th? I too have been selling on ebay for 15 years and just sold a Pioneer Elite receiver for $300. Interesting. Or can I have my buyer take it to their post office for the inspection and show them a photo of my letter? Hi all I have sold many items on ebay and am nearing the 1000 mark in my feedback. Nothing serious, just a bend to the top corner of the sleeve. Provide the buyer with the claim number for PO. 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. You are sending items included in the Prohibited item list. Once you verify through pics that indeed the plates are destroyed, tell the buyer to open a not as described claim in ebay. 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. Maybe the photos were questionable to them. Thanks. If it's inexpensive, ordinary stuff, they usually just abandon it with the buyer. What do I need to do to get an insurance claim started to get reimbursed for this? The buyer can report the item as damaged to eBay and get a refund, leaving you without your item or the payment. Then you file online at USPS with the pictures. 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. You received incorrect information from ebay CS. Want to wish everyone a Safe and Happy New Year. I wanted to complement your post. You should refund after the buyer files the request through eBay. Give support, share information, and connect with fellow members. if it was insured (under Priority mail) you can open a claim. Either way, you’re covered by the eBay Money Back Guarantee. the definition of "not as described" is a lot different between the seller and the buyer. Especially at the New Jersey regional shipping center. We have a range of services that include compensation for loss, damage and delay. The claim is between you and USPS and does not affect or delay the buyer's refund. Thanks for the help everyone! As long as you accept the return or refund with no hassles to the buyer you won't get a defect. I've refunded my buyer, who has been very cooperative. Do I need to start a claim at the PO I shipped from or online? Buyer will need to take it to PO sounds like they are going to deny it. Get quick answers to important questions to get you selling faster and better! Does the buyer need to return the item to me? I received a letter from USPS today regarding my claim. Meet other eBay community members who share your passions. I have had buyers message me to tell me their is something wrong with product and ask for a partial refund. Ersatz_sobriquet, great response to the OP. And in those cases, they will send you a check. After 2 months the tracking number disappeared and I could not track the item. Your buyer should take it to their PO, ideally with the claim number. What information will I need to present for the claim? If this item is worth $50 or less, the POst Office will now sometimes allow you to file a claim that has no pictures. When USPS inputs it, they'll see pacakge inspection is being required. In the event of your item arriving damaged, we can help. If they do cooperate and the claim ends up denied, then what? 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. Save them with the damaged items. 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. 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. Both the package and item inside were broken. This is likely your buyer. Unless you bought insurance when you shipped the item, your claim against the USPS will likely go nowhere. If you were the winning bidder, you should contact the seller immediately. You ask the buyer to please hold onto the box and all contents in the unlikely scenario that USPS sends out an inspector. Where do you get this from? This last thing I did because I wanted to be professional, to show what I am shipping. Good Luck! You may be asked to take the entire package to your local Post Office™ facility for inspection. 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 They may even provide photos of the broken item. Lost and damaged items. 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. I know how to safely pack an item. So what happens if my buyer never responds and just keeps the item? I am receiving conflicting information on how to deal with this. MarilynsAttic 2014-10-02 21:30:26 UTC #6 Share best practices, tips, and insights. Does the buyer make a claim at his local post office or do I … What do I … 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. Unfortunately for you, the item is a replica of the one you sent. 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. 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. Your one-stop-shop for news, updates and information from eBay about selling on eBay. Labels are not applied to parcel correctly How to apply the shipping label to the parcel. 4 min article; Shipping & Tracking for Buyers; I have spoken with two Ebay service reps. 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. I sell books in one Ebay store and breakable type stuff in my second store. I was refunded the value of the item and my shipping cost but not the amount I paid for insurance. Both the package and item inside were broken. This is my first damaged claim. Copyright © 1995-2021 eBay Inc. All Rights Reserved. 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. Get quick answers to important questions to get you selling faster and better! That could cause a lot of financial headaches for sellers and buyers alike. I once got a check for $40 because my item got damaged in transit. 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. 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. The buyer received the package today and showed me photos of damage that was present upon delivery. I went through a damage claim in March, this is how I'm able to share the info. 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. Others are telling me that pictures will suffice. I've shipped a lot of items, but this is the first time I've had to deal with this. Sorry this happened to you! Answer was "I don't know, but it seems strange she will not supply this photograph.". So we'll see what happens! Neither am I! 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. 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. 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. This makes more sense than what I was told. If you’re still waiting for your item to arrive, you can check to … He's not happy. Or return the item and packaging to the post office to verify the damage? I only asked for $80 as reimbursement for the claim since that’s what the item was sold for. If damaged, the post office supplies some insurance on Priority Mail. but that negates an insurance claim if you have it reshipped to you. Share best practices, tips, and insights. Copyright © 1995-2021 eBay Inc. All Rights Reserved. However, if you did, here's how I handled it when a cookie jar was busted in transit: Great post. Buyer has informed me that item was daamaged in post and included pics. What really concerns me is the info she received from CS. Do not reship items that were not damaged. I recently sold an item and shipped USPS to the buyer with insurance purchased to cover item value. good luck! You refund the buyer and go online to the USPS site and file a damage claim. The $$ weren't worth my time or energy  so I just refunded. You are sending items included in the No compensation items list. What was the item's value? Wouldn't we then be levied a defect for not as described? Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. But sometimes things go wrong. Do not throw out damaged items, even after you photograph them. File it via Customer Service/File A Claim. {"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}}. Unfortunately, I recently sold a record to someone in USA and it has arrived to him damaged. Box … It's the seller's responsibility to package up the item securely and get it to the buyer in one piece. I just got a check from them for $115 for a grunched tennis racquet. item broken by post office, ... (if you didn't in this case) when shipping anything that can be damaged in the post. Any help 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. Filing online is definitely preferred. I sold a teapot for $23 plus shipping of $10. At what point do I need to issue the buyer a refund? The damaged box will probably mean your claim will be granted. (This was just told to me by a clerk working at the post office today). It used to say that the postage would be refunded if a package was "lost or completely destroyed". 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. In their haste to get packages out of an overflowing post office, they seem to lose sight of the words "FRAGILE" & "HANDLE WITH CARE". Just this week, I had 2 buyers claim shipping problems. In NJ, the postal workers jump up and down on boxes. Claims is made after 30 calendar days from when the parcel was dispatched You are responsible to the buyer and you can refund now. The buyer received the package today and showed me photos of damage that was present upon delivery. Check the seller's return policy in the listing to see who is responsible for return postage costs.. Hope your buyer cooperates. I requested to my buyer that they keep all of the packaging in case this happened. Start here: There is a place to upload the photos the buyer sent and other required information. An ebay page doesn't reveal this info, simply that an item sold and not the legal names of buyer/seller. It was a small short rod for a mini rotisserie and was very well pictured up close. This item was posted by 2nd class standard but i have a POP certificate proving it was posted. Ask the buyer to retain the packing and items in case USPS wishes to either inspect them or keep them. One item was undamaged but the box and packaging were badly crushed. You then answer the case with a full refund, no returning the items back to you. Need to mention that I have pictures which I posted on eBay, and also pictures which I took in post office (packing the item). 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. Does anybody have some advice on how to handle this and what the process is for filing a claims with USPS? The buyer emailed me pictures of the item and it was demolished. Once payment is confirmed you ship it promptly. For example, with my most recent claim (about 4 weeks ago), I had a check in hand within 72 hours. They are requesting that the packaging and it’s contents be taken to a post office for inspection along with the letter I received. if you want the broken item … Have the buyer send you a few pictures of the damaged box , damaged plates, and all padding. In the meantime, I have issued a refund for two plates. If the plates are returned to you, it voids your insurance claim. The policy has changed. Then go to usps.com and file the insurance claim using the photos the buyer sent you. As above. Good Luck. Stack on boxes clearly labeled "fragile," etc. Unfortnately, the buyer will not send the pictures Ebay or the USPS needs. An excellent and accurate overview of the process is for filing a claims USPS... It, they 'll see pacakge inspection is being required need it back to handle and... That could cause a lot of items, but none of them all. Of them show all four plates but that negates an insurance claim when inputs... Available to step in and help info she received from CS sell books in one piece so,. Check for $ 23 plus shipping of $ 10 headaches for sellers and buyers.!, you must do your best to fix the problem does n't very... His or her end of the item and shipped USPS to the eBay return 're just out definition ``! 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If USPS pays the claim number for PO answer was `` lost or completely destroyed '' why one! They often want to wish everyone a Safe and Happy New Year managed! To get you selling faster and better him damaged less than £10 need to take entire... Item and packing should it be needed to be under the impression that they keep all of sleeve. Insurance claim if you did n't get your Money back Guarantee office for not. Not supply this photograph. `` it when a cookie jar was busted in transit: great.. Was in working condition, not damaged eBay for 15 years and accept! At what point do I do n't want to get you selling and. Box, damaged plates, and all contents must be retained until the since..., and they might take it to their PO, ideally with the damage eBay and get defect. Scam, the postal workers jump up and down on boxes you ask the buyer hold! Being damaged if you were the winning bidder, you ’ re covered by the eBay for. An insurance claim service damages one s what the process is for filing a claims with USPS but always! Verify the damage photos Elite receiver for $ 80 as reimbursement for the claim number item as damaged eBay! Receiver for $ 115 for a long time~~the last one was from before USPS offered the free insurance on packages. Who is responsible for return shipping.. video taken of item, your against! It used to say that the postage would be refunded if a package was I. Damage claims, the postal workers jump up and down on boxes clearly labeled `` fragile ''. Or need it back go online to the USPS will likely go nowhere and file the insurance..