whiteowldesigns
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posted on January 31, 2003 08:30:36 PM new
Hi there,
I have a buyer who is saying they did not receive their package. For some reason I doubt her - as she is being very snide and I have shipped to her location many times with no issue and even one person from the same batch in this order recieved their package... but you never know and mail is mail so I require insurance.
So now I have the claim - Do I refund her the money and process the claim myself or is that something the buyer does? I have never had to file a claim before. From not on I'm tracking!
It would be so easy for her to say she never recieved it and th also get a refund. I in part want to put filing the claim for that reason... im very wary but aim to please.
Help appreciated!
Sandra
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Libra63
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posted on January 31, 2003 09:35:56 PM new
It's simple but takes up to 6 weeks.
You file the claim since you have the green insurance form. Go to your local postoffice and they will start the process for you. What you need to bring is the green insurance form, eBay EOA notice. Buyers name and address. Do not give the green insurance paper to the clerk. Have them make you a copy and you keep the green one and give them the copy. You need to fill out your part and then they send it on to the buyer where she fills in her part and attaches a copy of her check, I think a copy of both sides,. My postoffice did the mailing to the buyer> Then they investigate it to see if they can find it and that is what takes the time. If after they investigate and they cannot not come up with that then the USPS sends a check to your buyer. Did you have delivery confirmation on the package? If you did then give the postal clerk a copy of that also. Be sure you keep the originals of everything. Don't refund wait until process is done.
I hope this helps
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Libra63
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posted on January 31, 2003 09:40:38 PM new
I re-read you post and you said you didn't have delivery confirmation on the package. Do you know that if you print your Delivery confirmation off the USPS website Priority Mail delivery confirmation is free and 1st class costs you 13 cents. At least you will know if the package got to the buyers PO.
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dadofstickboy
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posted on January 31, 2003 09:51:12 PM new
It works either way!
You can start the works or they can.
Either way you will both be contacted and need to fill out paper work.
Don't refund till you get your ins. money.
You will be the one to receive the check.
And the P.O. will not even start to process till 30 days have gone by since the time of sending.
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Libra63
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posted on January 31, 2003 10:33:22 PM new
My buyer received the check which was price of auction including postage.
The seller has to start the process because they are the one who has the insurance slip. Well at least I hope they do.
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wendywins
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posted on January 31, 2003 10:34:52 PM new
I filed an insurance claim in November, 2002 and haven't heard a word yet.
Similar story. Buyer from less than 100 miles away claims they never received the package in their p.o. box. I kept in touch with her and after 30 days filed the claim and mailed her a duplicate item.
I suppose the only thing I have to ask is: If a claim is denied, do they notify you? I haven't heard and the clerks are clueless.
I'd be interested to hear the process of successful claims. I figured I was out my $40.
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whiteowldesigns
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posted on February 1, 2003 12:34:18 AM new
Thanks for all the help.
It sounds to me that delivery confirmation or tracking is actually a better type of insurance in many ways.
I just have a feeling that when I tell this buyer that we need to start the process and then wait until it's complete up to 30 days - that my first negative feedback is on its way. She is expecting an easy refund, I can tell.
Maybe I should get the process going right away though..
Thanks again!!
Sandra
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magazineframes
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posted on February 2, 2003 06:17:26 PM new
I use stamps.com for all my postage and the peace of mind that the $.13 electronic delivery confirmation on media and first class (free on priority) gives me makes it well worth the cost. I believe that the USPS web site postage does the same for first class and priority but not media.
I've never had a mailing lost, but last week a buyer emailed me that a media mail shipment hadn't arrived after 3 weeks (100 miles away). I brought up my tracking report in stamps.com and saw that the mailing had been receieved by distribution center 3 weeks before but had no further status. I emailed him the tracking report and he took it to his local PO and they found it right away. Once I show him the tracking report, the ball is no longer in my court.
Since so few buyers buy insurance, they feel free to blame us when something isn't receieved. With a tracking report they can't do that. I maintain good communications with my buyers but without the tracking, I would probably someday get a neg for a misplaced mailing.
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waterbabes
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posted on February 3, 2003 02:06:32 AM new
For the 2 claims we've had in 3 years (1500+ items shipped - 1 lost, 1 broken), this is what I've done to expedite the claim:
Mail to my buyer -
1) I fill out a USPS claims form filling in my (seller) designated areas as the "sender" and sign off for the "addressee" (buyer) to receive the payment/refund.
2) Print out a copy of the auction designating my real name/addy next to my eBay ID name and buyer's real name/addy next to their eBay ID name and list when/how/amount buyer paid (check #, M.O.).
3) Scan a copy of both sides of the insurance slip.
I inform the buyer that the P.O. is to refund the bid price + postage (for item weight and mail class).
If the clerk tells them "bid price only" refund...explain to the clerk they are mistaken, buyer is to be refunded BOTH bid + postage. [**Insurance premium is NOT refundable - insurance is being used]
Inform the clerk you would like to talk to the Postmaster and/or look up policy in the postal DMS manual.
{I don't know if clerks are not informed of claim policies or if they're told to say "purchase price refund only" and see how many people just accept this}
If the claim is for $50.00 or less, the P.O. can refund right there and then [cash or postal M.O.]. If claim is over $50.00, it is sent off somewhere to the "higher court" for "approval" - refund is still sent directly to buyer.
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wendywins
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posted on February 5, 2003 12:12:34 AM new
A quick update: I received my insurance refund today (2.5 months after submission). It came, just on USPS time! I don't know what the standard timeline is but this seems excessive.
Just happy to get it though!
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