Automatic Insurance for EBay Postage Labels?

[neil_7]

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  

[jellybirddesigns]

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.

[neil_7]

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

[lezned-toycollector]

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. 

[neil_7]

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

[gutterpunkz05]

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.

[jellybirddesigns]

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.

[jellybirddesigns]

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

[janeababe]

@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. 

[neil_7]

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