posted on August 15, 2001 11:43:53 AM
I have been selling on ebay for almost 3 years. I am not a maven when it comes to breakage or insurance claims. I have only had 3 items broken with over 700 sales.
Now I have a customer who is upset (I understand that) but I followed her requirement and my own good judgement...4 layers of bubble wrap...one of them was doubled and wrapped and secured around
the rim of this large but lightweight item. Heavy corrugated box with inches to spare all around. Shredded foam...In other words all that could be done IMO...I use hi density shredded foam all the time.
The item was insured for $43.00 she paid $42.95...box was stamped insured. Receipt was enclosed showing amount of purchase, Insurance and S/H. Her post office is sending to the main office where a form will
be sent to me to fill out. She now tells me she is really upset that I didn't offer a refund or to send her the green receipt. 1. With all she had to show her PO for under $50. why didn't her PO take care of it? 2. If I send her the green reciept and she gives them the box what proof do I have I insured it? 3. Why would I offer to reimburse her, as her agent using her money I purchased insurance from the PO? Plus how do I know it is broken?
Please some of you people in the know educate me!!!
posted on August 15, 2001 11:56:31 AM
Hi, Z...I have not had any breakage, but reading the back of an Insurance receipt, it would seem that the CLAIMANT must submit that slip, together with the damaged merchandise and original packaging.
Once I had a lady claim the Lalique Bowl was CRAKED! It was a flaw in the pouring of the glass, and had been descibed as such with close-up photos of the flaw.
I scanned a copy of the ORIGINAL Insurance slip and dropped it into her purchase folder, then sent her the ORIGINAL, so she could file her claim...
Well, USPS denied the claim, as the bowl WAS NOT damaged...She dropped the matter...
posted on August 15, 2001 11:59:18 AMWith all she had to show her PO for under $50. why didn't her PO take care of it?
The post office still would want the receipt to process the claim. I would think the easiest way to do this would be for you to initiate the claim by filling out the appriopriate paperwork (indicating that the buyer should receive the reimbursement) and send her the claim form and green receipt (after making a copy for yourself). She should then be able to fill out her portion of the claim, take the claim form, green receipt and damaged package to her PO, and they'd take care of it there.
posted on August 15, 2001 12:20:12 PM
One time I had this happen and all the buyer did was take the item in the box back to their post office, filed a claim, bought another "widget" from me and received a check in the mail a few weeks later from the post office for their "original" purchase price. Another time, a buyer sent me a form to sign, date, etc. and I mailed it back to him, he filed the claim and he received a check from the post office a few weeks later for his purchase price. If the buyer wants the original receipt - it'll be fine to send it to her - just make you a copy (or scan) for your files and mail it (the original green insurance receipt) to her. Most of the time, the post office WILL want the original green insurance receipt. On my above two incidents, they were both insured for OVER $50.00 - so the post office already had the "proof" (sticker on the box from the Insured Mail Receipt - I suppose). She should hopefully be able to get a purchase price refund from the post office.
posted on August 15, 2001 06:04:44 PM
The easiest way is to send the green form, but it's not the safest.
The claim form basically has four sections that need to be filled out.
1. Seller fills out date sent, shows ins. form to originating (or any other really) PO. Also required by either seller or buyer: an invoice or receipt of some kind. Seller signs.
2. Buyer signs a declaration stating they never got it, and verifies what the seller states in the first section.
3. Originating PO verifies that insurance has been purchased (which is why the green slip never really has to go to the buyer).
4. The receiving PO fills out their portion stating the item isn't on their shelves or some such nonsense.
Now, if you send the form with section 1, 3, and an invoice to the buyer, they can fill out section 2, and bring it to the PO. The postal employee then fills out section 4, and issues a PMO right there if under $50 - if more there's a wait.
Here's the rub. MOST postal employees are unaware that once one postal employee verifies that insurance has been purchased, there is NO requirement that the buyer have the green form. Only one person in the transaction needs the green form, and LOGIC would tell you that would be the sender.
I sent two green forms registered mail before I finally asked my Postmaster to please check. I was very worried that if the green form got lost in the mail, I'd be liable. She checked and there you have it. The green form never has to leave the seller's possession.
But, as mentioned, MOST postal employees don't know this because the postal service is very busy changing regulations and printing new booklets on a weekly basis - apparently because delivering the mail in a timely manner is just too boring for them.
posted on August 15, 2001 06:39:45 PM
The only concern I would have would be if the post office considers shredded foam as adequate cushion. I know they do not accept claims if shredded newspaper was used. I recall not to long ago another thread mentioned that if there was no damage to the outside of the box, the claim could be denied. I don't know how much "give" there is when using shredded foam. It was great you used bubble wrap. I generally don't ship glass and porcelain, though, without using styrofoam peanuts for support. It holds the item securely if a proper amount (filled to the flaps) is used.
I know they do not accept claims if shredded newspaper was used.
That would be unusual, indeed, since the USPS website recommends shredded newspaper (among other things) for packaging items.
Packaging Tips
Cushion package contents with shredded or rolled newspaper, bubble wrap, or Styrofoam peanuts. Plain air-popped popcorn is also good for cushioning; it's inexpensive and environmentally friendly. Pack tightly to avoid shifting.
posted on August 15, 2001 08:28:09 PM
As a seller, I have had the misfortune of having a couple things get broke in the mail or not delivered at all. This is how I handle my claims where my buyers purchased insurance on their items and have never had any problems with this method. I instruct in my invoices that if an item is damaged then the buyer is responsible to take the damaged item, all secure wrapping materials I used etc.... and present it at their post office for the their post office to view the item. Then I fill out the insurance claim on my end, take the form with my share filled out to my post office along with the insurance receipt and mark the insurance claim as payable to the "deliveree" or the buyer. They in turn take the claim form, forward on to their post office for them to fill out their share of the paperwork and then my post office pays the buyer directly. It's a simple process and I have never been turned down on by me starting the insurance claim at my post office. My buyers are happy that someone else is helping to fill out the paperwork and they don't have to take a chance of having their insurance receipt lost in the mail (if I were to mail it to them) and they don't have to initiate the claim.........works very well and is very simple.
posted on August 16, 2001 12:26:14 AM
Do not get rid of your evidence....Keep the green copy but bring it to the PO and they will make you a copy and give you back the green one. Then there is a form to fill out. You have a part and the buyer has a part. I gave the PO the EOA notice where it tells the price and also the final auction paper along with the questionaire that you filled out. They in turn send it on to the buyer where they fill out their information and inclose a copy of the cancelled check or which ever form of payment they used and then send it in. It takes approximately 6 weeks from start to finish. Very simple process but once it gets to St. Louis they do an investigation and that's what takes so long.
Good Luck
posted on August 16, 2001 07:46:17 AM
mrpotatohead:
Cushion package contents with shredded or rolled newspaper, bubble wrap, or Styrofoam peanuts. Plain air-popped popcorn is also good for cushioning; it's inexpensive and environmentally friendly. Pack tightly to avoid shifting.
I don't see the word fragile in there. Although newspaper is recommended and can be used for non-fragile items, the statement you quote does not prevent the carrier for denying a claim based on inadequate packing material. If there is no damage to the box but the contents inside are broken, good luck.
I'm sorry- I didn't copy-and-paste the entire page before, but here's some more from that link, including the word you're looking for:
Stuff glass and fragile hollow items, like vases, with newspaper or packing material to avoid damage due to shock.
You also said:
...the statement you quote does not prevent the carrier for denying a claim based on inadequate packing material. If there is no damage to the box but the contents inside are broken, good luck.
Unless I miss my guess, the above is true, regardless of the packing material used.
posted on August 16, 2001 08:11:53 AM
mrpotatohead:
Unless I miss my guess, the above is true, regardless of the packing material used
You're correct on that statement. However, I've think it more likely when only newspaper is used based on the reacations I've witnessed at the post office. In addition, several clerks have stated that they "frown" on claims where newspaper only is used. I think its just more likely to be denied. But....it's also possible they'd pay a claim regardless of the packing material used.
