Buyer has informed me that the item arrived broken. She purchase insurance through Auctiva.
I asked her to return the item, which she said she'd do. However, I have since learned that USPS will not cover the claim if she does this. Should I tell her NOT to ship it back??
If she doesn't send it back, 1) do I get her to take a pic of the damage to submit to UPIC? 2) Who reimbursed me? Upic or USPS? Does USPS's rules apply or UPIC's? 3) If I refund buyer's $$ immediately (which she is insisting on) how long will it take to get reimbursed from UPIC? Will USPS want to see the item, or will the affidavit from the buyer do?
I'm really confused about all of this. Do I need to file with UPIC, and USPS too?? I read the instructions on the site, sent paperwork to buyer to fill out, have everything I need on my end, except the item, or a pic or it.
PLease help! It's a lot of money, and I really can't afford to return buyers dollars if I have to wait a month or more to get reimbursed.
No, it is not necessary that you tell her not to send the item back. Whether she does or does not do this, the U-Pic insurance policy shoud still cover the item.
1) If U-Pic requests a picture of the damage and you do not receive the item back from the buyer, you would need to ask the buyer to send you pictures of the damaged items.
2) U-Pic will reimburse you once the claim is processed. If you purchased your shipping insurance through Auctiva, you should not have purchased insurance through USPS, so you should not file an insurance claim with USPS.
3) If you decide to reimburse your buyer immediately, you should receive reimbursement from U-Pic within 7-10 business days of when all necessary documents are received.
If you have any further questions regarding the claims process, I suggest you contact U-Pic support from http://www.u-pic.com/Contact.aspx. They have phone, live chat, and email support available.
