Ebay, Paypal and USPS Insurance claim

[melancholywings]

I was wondering if anyone had any experience or advice with this. I've been purging out stuff and recently sold something on Ebay that arrived broken. The buyer is mad (understandable, I'd be upset to), but I thought I boxed it well, bubble wrap and packaging, claimed it fragile, but I can see how it could have broke if the large box was dropped. Luckily I insured it.

I've looked up the process on USPS and they say to have the addressee fill out the insurance claim and that they may need to take the package in. Is there anything else I can do from my end? Should I contact Paypal at all? And the website says it can take up to 30 days to process a refund...is it really that long?

I feel really bad for my buyer and I want to make sure I'm doing everything I can for them as the seller.

 

[a1tinkfans]

from past experience, I sold anything fragile with insurance and it was required and paid for by the buyer, so yes, they have to do the processing. I would be very cooperative/pleasant and let the buyer know that despite your efforts which included (what ever you did, bubblewrap, etc etc) the damage must have occurred during transit and that the insurance that was purchased will need to be processed to conclude the transaction. Explain that the item will usually need to be reviewed (by usps) as proof.... and I have to say that my experience with insurance has not been simple, IF it was a new item, with a receipt and it was fully insured, the process is generally easier....Any communication should go thru Myebay to document it. Process the necessary paperwork etc. IF the item was not new and without a receipt and not fully insured, it can get very tangled,..so instead of getting a Bad/Negative feedback, it may not be worth all the hassles.....
If a buyer was able to provide a picture of the damage and it made it UNusable (and not $$$) , I have actually just given a refund rather than go thru the whole process (after the long drawn out attempt with a "not new" insured item..)
Best of Luck to you, and personally I find that Craigslist with a pick up (or even ebay with pick up only) is way easier.....most people are honest, some however are not....
again good luck!

 

[Lucille1963]

You should refund her money immediately. I've heard conflicting things from postal workers regarding who fills out the paperwork. Cross your fingers that the USPS claim goes through quickly.

FWIW, when I ship delicate items, I wrap the heck out of it with bubble wrap, peanuts, put it in a sturdy box and then wrap the heck out of that box with bubble wrap, peanuts, and put it in another sturdy box.

 

[Kies99]

I agree with the above in that it might be easier for you to just issue a refund. I've done this in the past. I generally ask for the item to be returned first so I can verify the damage. If the buyer files a claim through Ebay/Paypal, they will be required to send the item back to you first.