Insurance claim vs refund?

[Deleted]

I have a problem.....

I mailed something very fragile. I was worried about it from the moment I listed it and wasnt real excited when it sold...
I wrapped in a ton of bubble....doubled boxed and with styrofoam cushioning.....it broke.

Buyer emailed...asking for refund...which I have no problem with....cause it broke. 
However, I would like to file an insurance claim. I immediately emailed and asked her for pics to use with the claim.....no answer. 

Then I emailed again....asking for pics and saying I would refund as soon as I got them....she responded...said she would try but she doesnt have a smartphone....will try to figure out the camera on her laptop. 

No pics.....so I email again....and now ebay is emailing me to tell me I need to refund or she can open a case.

what would you do? 
I feel like I should just go ahead and refund and drop it....and I would if it was a $10-15 item....but it was 35....48 with shipping and I would really like to try to get the insurance to cover it. I sell alot of glassware and this is only the second time anything has broken and the first time I have tried to file a claim. 

If I refund with out the pics..I know I will never get them...

[kritter]

It doesn't sound like you are going to get the pictures anyway.

Some buyers just do not feel the need to cooperate in these situations. They know they are going to get their money back from Ebay if they open a case.

[Deleted]

So they will get their refund from ebay with no proof that its actually broken? Im not saying I dont believe her...I do.
Im just saying it would be very easy for anyone to say its broken...provide no proof and get free stuff.
I have given refunds without a return of the item before....but at my discretion...didnt know ebay would insist on it.
Of course...I dont want tp pay for the broken glass to be returned to me.....
Yes...you are correct...I doubt Im getting any pics.

[Deleted]

I have not made an insurance claim in a long time so have no idea what is needed.  I would tell a buyer on a USPS insurance claim to save everything including the packing material in case USPS wants to see it.  I read where the USPS easily pays the claims for under $50. but I have no first hand knowledge.

What insurance do you have?  USPS or 3rd party?  Find out what you need to file a claim?  Do you need them to fill out something saying it arrived broken?  Maybe they don't need a photo since it is under $50?  After you find out what you need, you can always call the buyer.  Everyone I know has photos on their computers.  If you need a photo, then maybe ask if she can ask a neighbor or relative to take a photo. 

I guess I would call the buyer explaining that I really need their assistance with an insurance claim... but that is just me.

[labbypaws]

My buyer sent me a photo and I got an insurance refund within a week. Is your buyer willing to take everything to the PO?

[Deleted]

Its a usps claim....it was sent priority mail so should have free insurance up to $100. I have never filed a claim before. I started to file it and it asked for pictures but they are optional. I just dont know how they would process it without pics. But if they automatically pay...up to $50...then maybe i will try submitting without.
Im pretty sure I can only claim the price of the item......not the shipping cost??

She hasnt opened a case yet....but I checked my defect report and i already have a defect for the transaction....since she requested a refund...saying not as described....cause it broke in shipping. Not sure thats fair.....
I also got a look at my entire defect report.....its alot easier to see now...it displays with pics....I was a bit surprised....a couple of low dsrs for item as described, when the buyer never said a word to me about it..but I guess that happens.
Plus a defect for an item that buyer said not received and then it showed up...delayed by post office...was sitting somewhere for 6 days.....hes happy he got it..said not my fault but still a defect? I have never called ebay regarding defects but im on the verge of losing trs....maybe I should call about those 2 that are the post office fault?

[Deleted]

On the breakage, you need a photo for the insurance claim which you can file online with USPS and you will get paid on the item plus your postage so you won't be out any money. The buyer can open a case, but then eBay will also require the photo so either way they are going to have to send it.

I would not refund without the picture, not for lack of belief, but for the fact that you will not be able to file a claim without it and neither will she. Surely she knows someone who has a smart phone and could email the photo so she can upload it. Worst case scenario she could actually snail mail you photos that you could then take a shot of with your smart phone, its crazy, but it would work just fine. Perhaps you should just call her and explain why you need the photos so she can work on that and you both get reimbursed.

[Deleted]

Jul 31, 2015 18:05:18 GMT @neoclassic2 said:

Its a usps claim....it was sent priority mail so should have free insurance up to $100. I have never filed a claim before. I started to file it and it asked for pictures but they are optional. I just dont know how they would process it without pics. But if they automatically pay...up to $50...then maybe i will try submitting without.
Im pretty sure I can only claim the price of the item......not the shipping cost??

She hasnt opened a case yet....but I checked my defect report and i already have a defect for the transaction....since she requested a refund...saying not as described....cause it broke in shipping. Not sure thats fair.....
I also got a look at my entire defect report.....its alot easier to see now...it displays with pics....I was a bit surprised....a couple of low dsrs for item as described, when the buyer never said a word to me about it..but I guess that happens.
Plus a defect for an item that buyer said not received and then it showed up...delayed by post office...was sitting somewhere for 6 days.....hes happy he got it..said not my fault but still a defect? I have never called ebay regarding defects but im on the verge of losing trs....maybe I should call about those 2 that are the post office fault?

It is a good idea to call and fight to have all your unearned defects removed. You can lose your TRS and other things can happen too if you get too many defects... restricted/suspended etc.

You need to check out each defect.  What if the buyer left the low rating for the wrong seller?  Note you can fight a defect on a low rating giving you a defect if the buyer left you a happy green feedback. 

Have a look at the ones with the defects and green ratings and some of the long time sellers in here will help you try to fight it.

I would call on the USPS late delivery and get that one removed right away.  Your ability to sell on ebay can depend on these the defects so is important to have these removed whenever there is a chance to do so... but up to you.

I would call the buyer and get a photo...

[Deleted]

Aug 1, 2015 5:05:03 GMT @sherlocksgallery said:

Jul 31, 2015 18:05:18 GMT @neoclassic2 said:

Its a usps claim....it was sent priority mail so should have free insurance up to $100. I have never filed a claim before. I started to file it and it asked for pictures but they are optional. I just dont know how they would process it without pics. But if they automatically pay...up to $50...then maybe i will try submitting without.
Im pretty sure I can only claim the price of the item......not the shipping cost??

She hasnt opened a case yet....but I checked my defect report and i already have a defect for the transaction....since she requested a refund...saying not as described....cause it broke in shipping. Not sure thats fair.....
I also got a look at my entire defect report.....its alot easier to see now...it displays with pics....I was a bit surprised....a couple of low dsrs for item as described, when the buyer never said a word to me about it..but I guess that happens.
Plus a defect for an item that buyer said not received and then it showed up...delayed by post office...was sitting somewhere for 6 days.....hes happy he got it..said not my fault but still a defect? I have never called ebay regarding defects but im on the verge of losing trs....maybe I should call about those 2 that are the post office fault?

It is a good idea to call and fight to have all your unearned defects removed. You can lose your TRS and other things can happen too if you get too many defects... restricted/suspended etc.

You need to check out each defect.  What if the buyer left the low rating for the wrong seller?  Note you can fight a defect on a low rating giving you a defect if the buyer left you a happy green feedback. 

Have a look at the ones with the defects and green ratings and some of the long time sellers in here will help you try to fight it.

I would call on the USPS late delivery and get that one removed right away.  Your ability to sell on ebay can depend on these the defects so is important to have these removed whenever there is a chance to do so... but up to you.

I would call the buyer and get a photo...

I hope I did this quote thing right.....and thank you!
I really hadnt been that concerned about the defects....of course I get upset if they are negatives...but the defects were just numbers to me until I did a report and saw the actual transactions they came from....and then I was a bit offended by a few of them.  I have a little over 1200 transactions and 24 defects. I have had trs for the past 3 consecutive months...but only on and off before that.  
Of the 24....there are 13 that I agree with....(2 negatives that were unhappy...3 or 4 transactions I had to cancel..a couple who commented in the feedback that the item was smaller than expected..etc)

i had 2 that just said....thanks...and one that said fast shipping.....guess you cant argue with those if they left low stars in item as described. 

But I have a "great shirt" and low stars.....and an " a+++ great transaction..excellect seller" and low stars...and a " great transaction" and low stars...and a "great item, poor packaging" and low stars.....I might deserve that one..

plus a couple who had legitimate issues...(tear on a book page) who i gave partial refund to and they left glowing feedback....or an item that was lost...now that I think about it i should have filed insurance....i refunded...and he left great feedback. 

Not sure how many of these can be removed or how many of them I should call about in one phone call?? 

There are at least 6 that I think are incorrect. 

Thanks for all your help....I wouldnt have gone through them one by one if younhadnt have said something.