posted on April 15, 2001 10:07:11 AM new
After shipping over 500 packages, I just had my first breakage. The package was insured. Now, do I have buyer file insurance claim or do I file claim? Do I have them return the item to me? Any advice would be appreciated.
posted on April 15, 2001 10:39:40 AM new
The buyer needs to be instructed to keep the item, box and all packaging materials. Then you have two options.
1. The buyer goes to the post office, shows the package to a clerk, fills out a form and forwards the form to you. The refund goes to the shipper. When you get the form you can refund the buyer immediately or wait until you get the post office's refund. A good customer service policy is to refund the customer immediately.
2. You fill out the form, check that the refund goes to the buyer, send the form and the insurance receipt to the buyer. The buyer then takes the form, receipt and package to the post office and waits for the refund.
I haven't had an item break for over six months now so the post office may have changed the rules.
posted on April 15, 2001 03:51:20 PM newDarcy forgot one important part: the buyer surrenders the package and all its contents, even if some of it is unbroken.
(And then USPS auctions it off on ebay.)
Which is why I use U-PIC. It's cheaper and they reimburse for partial claims AND postage AND insurance fee.
posted on April 15, 2001 05:28:24 PM new
No, the buyer does NOT have to relinquish the unbroken pieces if they wish to keep them. (Unless they get a clerk who doesn't know the rules.) BTDT many times. The value of the broken one(s) is pro-rated from total cost paid or from other proof of value.
Violetta
(Not known by this nickname anywhere but here.)
posted on April 15, 2001 05:35:57 PM new
Only the broken items are kept by the PO. This happened to me, and I snail mailed an invoice breaking down the cost of the items. The PO paid the amount listed for the broken item.
Be ready for a stream of red tape though. The item I mentioned was a $9 glass loaf pan. The buyer had to file out forms, I had to fill out forms and mail them back to the buyers PO, and he got his money about 2 months after the package arrived. Of course, I first had to snail mail him the green insurance slip along with the invoice.
