topic Re: Automatic Insurance for EBay Postage Labels? in Ask a member

Automatic Insurance for EBay Postage Labels?

neil_7 — Wed, 22 Dec 2021 23:47:45 GMT

Hi,

I have just been advised by a buyer that something I sent was broken while in transit

I had selected the EBay postage labels option, and don't believe I selected any 'extra' insurance

Do we have any level of 'automatic' included insurance that is part of the EBay labels shipping method that I or the buyer could claim against?

The buyer paid $30 for the item

Thanks,

Neil

Re: Automatic Insurance for EBay Postage Labels?

jellybirddesigns — Thu, 23 Dec 2021 00:39:37 GMT

Firstly, has the buyer sent you pictures of the broken item?

As long as you sent with tracking, you get up to $100 in cover. Extra insurance would be for things over $100.

The best way to go about it is to first get clear pictures from the buyer.

Then contact Aus Post through a PM on their Facebook page. Be nice and friendly and explain the situation in brief. Give them the tracking number and upload the relevant image/s.

They are pretty busy at the moment, but usually get back to you within 24 hours.

If the buyer is reluctant to send pictures, that would be a red flag.

Re: Automatic Insurance for EBay Postage Labels?

neil_7 — Thu, 23 Dec 2021 01:03:29 GMT

Ah ok, yes, they sent me some pictures, so I know it's definitely been broken in transit. It had tracking, so sounds like it will be insured.

Thanks for that, I'll give the AusPost Facebook page a try

Re: Automatic Insurance for EBay Postage Labels?

lezned-toycollector — Thu, 23 Dec 2021 01:04:58 GMT

My two time, personal experience (as the buyer) is that Australia Post won't pay out on broken/damaged items unless the parcel is opened in their presence.

The first time it happened, I opened the satchel at home - so no coverage.

The second time it happened, I'd learnt from the first time and opened the box before I'd even left the PO counter.

Re: Automatic Insurance for EBay Postage Labels?

neil_7 — Thu, 23 Dec 2021 01:12:06 GMT

Ok, I'll keep this in mind. Disgraceful if so, but wouldn't surprise me!

Re: Automatic Insurance for EBay Postage Labels?

gutterpunkz05 — Thu, 23 Dec 2021 01:42:53 GMT

The item needs to be packed so as to withstand having a 20kg item dropped on it from waist height. Most claims fail as they do not meet packaging standard.

Re: Automatic Insurance for EBay Postage Labels?

jellybirddesigns — Thu, 23 Dec 2021 01:47:50 GMT

I see you've sold a few glass things - an item should be packed so well that Aus Post can use it as a football and not damage it. It's also possible that the buyer dropped the item - however you'll never be able to prove it.

Aus Post will possibly put the onus back on you to prove that you wrapped the item sufficiently. They may also request that the buyer take the packaging to their nearest PO for assessment.

Since the item was low value, it might not be worth all the hassle (especially if buyer is resistant to making a trip to the PO).

It might just be better to refund them and move on.

Re: Automatic Insurance for EBay Postage Labels?

jellybirddesigns — Thu, 23 Dec 2021 02:28:52 GMT

Just to add - this is from the AP website in the even of a damage claim:

Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all of our Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool.
Our retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing).
Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.

Looks like a lot of hassle TBH

Re: Automatic Insurance for EBay Postage Labels?

janeababe — Thu, 23 Dec 2021 16:14:52 GMT

@jelly,

…if you read the OP feedback, you will see comments like ‘awesome packaging’, well packaged etc…. So I’m guessing this OP packs his items very well.

That being said, it will be difficult to prove that it was well packed, or prove that the item was broken during transit.

OP might have to bear the brunt of this one and just refund.

Re: Automatic Insurance for EBay Postage Labels?

neil_7 — Thu, 23 Dec 2021 20:51:08 GMT

Hi everyone, thanks for your replies

Below is the response I got from Australia Post, which I've passed on to the buyer. I'm going to leave it in his hands as to what he wants to do.

Hi Neil,

I'm so sorry to see this! How disappointing for the both of you. We'll be happy to help however.

SX2HGNT isn't valid in our system, could you please double check the tracking ID for the parcel?

To allow us to investigate, please ask the addressee to take the contents and any packaging to any Australia Post Shop. Please note that our LPO locations aren't able to process these enquires. You can find your local Post Shop by visiting our Locations & Hours here, http://auspost.com.au/pol/app/locate.

The staff at our corporate Post Shop will help them complete a damage assessment online form which we'll then receive so we can assess the claim for compensation. While the claim is processed, we'll need to keep both the packaging and the contents of the parcel at the Post Shop for the duration of the investigation. Once we've received all the required information from the Post Shop, we’ll be in contact with them within 10 days with an outcome. - Kiona

Thanks, and have a merry xmas everyone,

Neil

Re: Automatic Insurance for EBay Postage Labels?

gutterpunkz05 — Fri, 24 Dec 2021 04:57:47 GMT

SX2HGNT, is that the ebay code that now appears following "ebay" on postage labels. If so that is not the relevant tracking number.

Re: Automatic Insurance for EBay Postage Labels?

lezned-toycollector — Fri, 24 Dec 2021 09:30:23 GMT

It looks exactly like a seven character Sendle tracking number to me 😉

Yep, it certainly is. Dropped off at hub on 25 Nov, picked up by courier on 8 Dec, and delivered 12:37pm 21 Dec

Re: Automatic Insurance for EBay Postage Labels?

lezned-toycollector — Fri, 24 Dec 2021 10:34:34 GMT

Sendle Cover and Extra Cover Policy outline

Getting your parcel delivered safely is our favourite thing to do. However, we know that sometimes things don’t quite go to plan. That’s why we have the Sendle cover policy for lost or damaged parcels.

Every order* has free cover up to $100 for Standard and Premium accounts and up to $300 for Pro accounts (including GST). And if your item has a higher value, you can purchase Sendle Extra Cover for parcels valued up to $1,500 – more info about this is under ‘Sendle Extra Cover’ below.

*there is one exception – 250g parcels booked through eBay are not eligible for Sendle cover.

Sendle Cover Policy outline

Sendle includes cover for loss or damage on all eligible parcels whether domestic or international for no extra charge.

Sendle will cover the cost of the lost or damaged item up to $300 for Sendle Pro accounts and up to $100 for Sendle Standard and Premium accounts (including GST), as well as the cost of delivery.

To make a claim, you must be a Sendle customer in good standing and have created the delivery order from your account (you cannot claim cover as the recipient of a parcel if you did not create the order).

Customers claiming for damaged parcels are only eligible to claim after 25 May 2020, when the updated Sendle Cover Policy came into effect.

This Sendle Cover Policy is supplementary to the Standard Sendle Terms and Conditions and to the extent that any aspect of Sendle Cover is not expressly included herein, the Standard Terms and Conditions apply.

Claiming requirements for Sendle Cover and Extra Cover:

1. Your parcel does not contain any prohibited or dangerous goods, or fall under 'owner's risk' (listed here).

2. Your parcel is not a 250g parcel booked through eBay.

3. The parcel has been lost or damaged in transit: that is, it was lost or damaged after it was scanned as picked up, and before it was scanned as delivered.

4. The parcel has been declared as lost or damaged by the Sendle team.

"Lost" means the parcel was unable to be found or located after an investigation by Sendle. This includes circumstances where Sendle reasonably believes that the parcel has been lost in transit and is declared as lost by the Sendle Team. “Damaged” means the contents of the parcel has been materially impaired with respect to its value or function during delivery by Sendle or any subsequent authorised carrier of the parcel.

5. If your parcel was lost, you must have made the initial enquiry no more than 20 business days since the last date in the delivery ETA range.

6. You must claim within 10 business days from the time our support team sends you an email notifying you of cover eligibility for lost parcels.

7. A claim for a parcel that has been lost must contain documents proving the value of the parcel contents, and evidence of adequate packaging and proper labelling.

8. If your parcel was damaged, you must lodge a claim within 10 business days of the parcel being delivered.

9. A claim for a parcel that has been damaged must contain documents proving the value of the parcel contents, photo evidence of the damage occurred during delivery, and evidence of adequate packaging and proper labelling.

10. The damaged parcel will not be eligible for cover if it cannot be determined that the damage was caused or contributed to by Sendle through reasonable enquiry conducted by Sendle.

11. If a parcel is lost or damaged due to force majeure including but not limited to acts of god, any natural disaster, acts of war, terrorism, pandemic, sabotage, revolution or governmental acts and orders or restrictions, the parcel will not be eligible for Sendle Cover.

12. Sendle is not liable to pay for any direct, indirect, economic, special or consequential loss or damage including but not limited to loss of sale, revenue, profit, production, business or claims made by you or made against you, regardless of foreseeability.

13. You cannot claim cover if your parcel is also covered by a third-party cover provider and you have already filed a claim with them.

Re: Automatic Insurance for EBay Postage Labels?

lezned-toycollector — Fri, 24 Dec 2021 10:35:40 GMT

How to claim Sendle Cover and Extra Cover

We’ve made it really simple to claim cover directly from your Sendle dashboard – saving you time so you can get back to what you do best!

We’ve stepped out the process in two separate articles:

How to claim cover for lost parcels

How to claim cover for damaged parcels

Re: Automatic Insurance for EBay Postage Labels?

lezned-toycollector — Fri, 24 Dec 2021 10:38:02 GMT

How to claim cover for a damaged parcel

Oh no! Sorry to hear your parcel was damaged.

While we take a lot of care in delivering your parcel safely, sometimes things don’t go to plan.

This article will step you through the process of reporting damage and claiming cover for your parcel under both Sendle Cover and Extra Cover.

Before we get into the nitty-gritty, please check that your parcel is covered by Sendle’s Cover Policy (and sent after 25 May 2020, when the updated Cover Policy came into effect). This will make sure there aren’t any hiccups.

Here’s how you claim cover for a damaged parcel:

Step 1: Ask the receiver to take a photo of the damage that includes:

The packaging, The parcel label (clearly showing the reference number), and The damaged item.

Important: These all need to be displayed all in the one photo for the claim to be processed.

Here is an example of what your photo might look like: pic removed

Step 2: Once you have the image, log in to your dashboard and go to the parcel’s tracking page.

Step 3: Go to the ‘Manage parcel’ section and click on ‘Damaged parcel claim’. (Keep in mind, you can claim cover for a damaged parcel as long as it’s within 10 business days of the parcel being delivered – after that, this button will be disabled.)

Step 4: Upload the photo of the damaged parcel. Remember, make sure the image shows the packaging, the parcel label (clearly showing the reference number) and the damaged item – all in the one photo.

Step 5: Fill out the rest of the cover claim form – you’ll need to include relevant info about the parcel’s contents and proof of its value (like a receipt, invoice or a statutory declaration), as well as your bank details. Then hit ‘Submit’.

Step 6: We’ll review it and get back to you via email with the outcome of the claim (and any next steps) within 7 business days.

These might be handy:Sendle Cover Policy Outline Packaging guidelines How to claim cover for a lost parcel

Get instant support

If something goes wrong with your delivery or you need to make a change to your order, use the Sendle Toolbox on the parcel tracking page.