Question
I'd like to state that I have no ill feelings toward the shipper. I have *tried* to make the following emails as generic as I can to hide the shippers identity. If you should happen to locate the item in question, please do not post the shipper's id. I'm really just trying to get all my facts together before filing the claim.
**********
I bid and won a set of mint xxx's that I collect. They are fragile, but this seller has 762 positive feedbacks (only 2 negs for unrelated issues).
I paid with PayPal (cc).
I received the set very fast but was a bit shocked at the small size of the box when it arrived as it is a "set" and I had wondered how it all had fit in the box. The set was in bubble wrap (though the larger pieces were not wrapped loosely wrapped), peanuts and newspaper. Had she not crammed so many pieces in the small box it probably would have arrived ok, even without double boxing. But with her high percentage of pos feedback and MANY comments about good packing, I didn't even think to question her packaging methods.
Anyway.... two pieces came damaged. Since I've not had to personally ever file for insurance at USPS, I thought I'd ask her a few questions. The following are emails we've exchanged. Please tell me if what *she* is telling me is correct or not. TIA!
Hi xxxxx,
I just wanted to let you know that I received the xxx's today.
Unfortunately, two pieces were broken in transit.
The xxxx that you had packed against the side of the box was broken. The xxxx on top broke off. I took a few pictures for you to see (I put them on the web).
http://www.xxxxx.com.jpg
Also, the largest xxxxx that was on the bottom, has a crack that runs through and through. It runs from the top down to close to the bottom. It is very hard to picture (my camera is not the greatest).
You can kind of see it in this picture. Look at the top/middle going toward the left.
http://www.xxxxx.com/.jpg
This is on the inside. Again, not a great picture, but you get the idea of what and where the damage is.
http://www.xxxxx.com/.jpg
I'm just heart broken. I really wanted a mint set for my collection.....
Please advise.
Thanks,
Jennifer
Her reply:
Hi Jennifer,
I'm am so sorry the xxxxx set arrived broken. I really thought we had it packed well but you never know what abuse the post office subjects the packages to. I insured it for $xx so if you'll file a claim at you post office it will be covered. I have the receipt and there won't be any problem. I'll also refund your $10 shipping because we should have done a better job. Again, I'm soooooo sorry. I couldn't be more disappointed and hope you will fine another set one of these days.
In case you need it for the claim my address is:
xxx xxx
PO Box xxx
xxxx, xx xxxxxxx
I'll get your postage returned ASAP. Please let me know if I can do anything else.
Best Regards,,,,,,,,,,,,,,,,,,xxxxxx
My reply:
Hi xxxx,
Yeah, I'm kinda disappointed too. The set looked to be in wonderful condition (kinda rare because they are so thin and chip easily). I probably should have asked you to double box the set (and offered to pay for the extra weight, of course), but I didn't think about it at the time. Oh well, live and learn, eh? :-)
Well, I do have to ask, since I've never had to file insurance with the Post Office before. Since the final bid price is $xx.51 and you insured it for $x0.00, will I have a problem collecting the insurance from them? She insured it for .51 less than what I won it for. No biggie to me, but I'm unsure if this will be a problem at the PO. Why wouldn't the shipper just round UP, so I'd be fully covered??
Also, from what I've been told, I'm to take the xxx, box and packing to the post office. Correct? And the insurance slip? Is there anything else that I will need? I have a hard time going to the post office, so I want to make sure I have everything I need when I do go. I'm assuming that you'll be mailing the insurance slip to me?
Thanks for refunding the $10. I really appreciate it. Will you be refunding via PayPal?
I'm sorry for all the questions, but this is a first for me and I'm not sure what I need to know.
Thanks for your time,
Jen
Her reply:
Hi Jennifer,
I feel bad too. The set was in perfect shape and I could kick myself for not packing it better. I don't usually have a problem but you're right. "live & learn". I'll be more careful from now on although I've shipped tons of stuff I still don't always do the best job I could. I've had to take a couple things to the PO that arrived broken so here is how it works. You take the package in to them and fill out a claim form. You don't need the insurance claim form to do that. They take care of the rest from there. I might also mention that in my case they kept the broken dish and what happens to it I don't know. Usually within a week or so you get a check from the PO. I put a check in the mail today for the $10 S/H and I also enclosed a copy of the insurance claim check just in case you wanted it. Please contact me if you need anything else................Regards,,,,,,,,,,,,xxxx
IMO, she should have refunded me through PayPal for the s/h, but I'm not really sweating that (though it would have been easier for me to get it refunded through PP).
Also, what kind of fb should I leave? Of course I'm less than thrilled about having to go through the post office hoops, especially since it was sub-par packing (IMO), but she's been really kind.... Opinions on this also would be appreciated.
.
~Jen http://www.froggyshop.com/gif/smile/3061.gif
edited to fix ubb
[This message was edited by jenn on FRI October 10, 2003 at 05:01 PM.]
Answer
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Please tell me if what *she* is telling me is correct or not.<HR></BLOCKQUOTE>
Either party can file the claim, but if you don't have the insurance slip, they'll have to contact her to get it before you can be paid.
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>She insured it for .51 less than what I won it for. No biggie to me, but I'm unsure if this will be a problem at the PO. Why wouldn't the shipper just round UP, so I'd be fully covered??<HR></BLOCKQUOTE>
I don't know if the post office will pay off a greater amount than what is claimed on the insurance form. I wouldn't worry about 51 cents, but then, that's just me.
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Of course I'm less than thrilled about having to go through the post office hoops<HR></BLOCKQUOTE>
There's no other way, if you want to get paid back through the post office.
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Also, what kind of fb should I leave?<HR></BLOCKQUOTE>
Assuming no problems with the seller handling their part of the insurance claim, I'd probably leave positive feedback- maybe something like: Seller handled PO insurance claim for breakage fast and professionally.
Answer
Is the claim under $50.00? If so, the claim can be paid from the till at the Post Office, no waiting, providing that they decide the claim has merit (I don't know if they can deny it for bad packing or what).
Over $50.00? It's more of a hassle, and can take weeks up to 6 weeks or more after filling out the insurance form.
I would want the insurance receipt in my hands, were it me. I'd try to get her to send it to you. Maybe a photo copy of the receipt will work, but I don't know.
It sounds like it was several pieces in the shipment. Did any arrive unbroken? If so, the P.O. may want to offset the claim amount. You know, if the shipment was insured for $50.00 (for example), but only $25.00 worth was broken. I don't know that they would do that, but they might.
[This message was edited by busker on FRI October 10, 2003 at 06:07 PM.]
Answer
MPH - She mentioned that she's mailing the receipt with the refund check for s/h, so I guess I'll wait on that.
Naw, I'm not worried about the 51 cents, but I was just wondering if the PO will give me guff since I won it for 51 cents more than what she put on the insurance slip (and this is just going by what she wrote since I don't have the slip in hand yet). Thanks on the fb advice. Short and to the point, but still nice.
Busker - Yep, under $50... I got it for a steal and it besides the damage in transit, it appeared mint. That's why it's so heartbreaking on my end. I'm sure I'll never find it for this price again.
Since I unpacked all the pieces, do I have to repack exactly how she had it? I'm not sure that I can. It was a pretty tight fit.
Oh, yes, there was a total of eight pieces. Only two were broken. Since all the pieces were different sizes, I'm not sure how they would/could break it down. I just assumed they would take it all if they refund it in total (I know-I know...never assume anything! http://community.here.com/infopop/em...icon_smile.gif )
I guess I'll wait for the receipt and then go to the PO. I'm guessing I should also have a copy of the auction printed to prove value? Or is that necessary?
Thanks guys!
.
~Jen http://www.froggyshop.com/gif/smile/3061.gif
Answer
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Since I unpacked all the pieces, do I have to repack exactly how she had it?<HR></BLOCKQUOTE>
I don't think you have to do that- just be sure to have all the pieces (broken and unbroken) and packing materials.
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Oh, yes, there was a total of eight pieces. Only two were broken. Since all the pieces were different sizes, I'm not sure how they would/could break it down. I just assumed they would take it all if they refund it in total (I know-I know...never assume anything! )<HR></BLOCKQUOTE>
I think they can do a partial refund for only the broken items. Whatever they pay off on, they'll keep.
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>I guess I'll wait for the receipt and then go to the PO. I'm guessing I should also have a copy of the auction printed to prove value? Or is that necessary?<HR></BLOCKQUOTE>
For under $50, you may not need the receipt as long as the package has the insured stamp. I'd bring a copy of the auction page and a printout of your PayPal account showing the payment (and anything else you might have) to help document your payment.
One other thing to be aware of- if the post office decides that the item was improperly packaged, they will not pay on the claim.
Answer
jen-I think she may be sending you a copy of the receipt.
What you do is take the package to the post office-if it won't all fit back in that is ok, but make sure you have everything. Make sure you have the seller's address, and a copy of the ebay page(only if they ask lol). Normally what they will do is mail off the paperwork to the seller to complete and the seller will be responsible for finishing the claims process.
I've never filed one but that is the process I've gathered from reading threads about it.
http://killbarney.elitegrafx.com/catmouse.gif
This is it, I've found it, I'm in hell.
Where we all are
My auctions you gotta have http://community.here.com/infopop/em...on_biggrin.gif
Answer
MPH - Ah ha... ok, I'll print out everything and take it with me - just in case. Thanks for the PP tip... wouldn't have thought to take a copy of that without ya.
All this and they may not pay anyway. <sigh> That gets me thinking. There is a new PO that has opened and I know a clerk from my selling days that works there now. Perhaps I'll go there. Does it matter what PO I take it to?
MomGone - Oh yes, now I see after re-reading the emails. You're right, it appears she's only sending a copy. Hopefully this will be ok, should the PO want to see it. Thanks!
.
~Jen http://www.froggyshop.com/gif/smile/3061.gif
Answer
The seller deserves a big negative for this! There's no excuse for her to pack it in such a small box other than the fact that she was lazy and probably was the only box that was handy without buying one of appropriate size.
She is ridiculous to be asking you to file the claim! Tell her you will dispute the charge with Paypal and it's her problem to file and go through the headaches with the post office and let her wait the 6 weeks to get her money back!
This is (again) ridiculous!! All the problems were created by her, she should be the one to take care of it! You are the customer, she is the seller! IT'S NOT YOUR PROBLEM!
Don't let her bully you into going through the headaches! You are the customer, she is the seller! Make her treat you like one!
If you were to buy an item like that at a retail store and when you opened the box at home and it was broken, do you think the store would tell you to send it back to China to get it replaced, since it's not their problem?
Send the items back to her including the packing material and let her worry about it.
Answer
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Does it matter what PO I take it to?<HR></BLOCKQUOTE>
It shouldn't. If you know a friendly one, that's the place I'd start.
Answer
1. No matter who files the claim, the recipient needs to show the items to the PO so the seller filing won't save that trip.
2. Both the seller and the recipient will need to sign the form, and the original insurance form has to be surrendered to one of the post offices, so when I do a claim, I do start it on my end for the convenience of the customer.
3. Filing for breakage on part of a set for which you paid less than $50.00 may not be worth your time. When I was pretty new to selling, a bowl to a pitcher & bowl set arrived broken (not an antique thank goodness) - the buyer actually collected pitchers so he wasn't very upset, but he emailed me later to say that to get full coverage, he'd have had to surrender the whole set and the dollar value they gave him was low because the bowl had cracked in half and they felt it could be repaired. (Details in my mind are sketchy as we're talking some years ago.)
4. Neg? No, I wouldn't. Worst I'd leave is a neutral for bad packing, unless you end up out both money and product.
Peace,
Sadie