I recently sent out a package that had the auctiva insurance on it. The person who recieved this item is requesting that I reimburse her for the shipping that she paid because the package doesn't show that any shipping was paid on it.
I have sent her the verification page, but she just doesn't get it. She has 100 percent feedback so doesn't appear to be a trouble maker. Although I did notice that she said that someone else forgot the insurance and reimbursed her.
What would you do?
Frustrated in Wisconsin,
Houseful

You need to explain that she has paid less for her insurance because you use Auctiva for your checkout and you also use Auctiva's privately offered insurance and that is why she does not see USPS insurance on the outside of the package. Thank her for her purchase(s) and tell her to enjoy her item and the wonderful service and product that you have offered and shipped to her.

What does the shipping have to do with it? Or did you mean insurance?

She's probably not familiar with third party insurance.

But, really, she got her package okay, right? If you sent her the U-Pic/Auctiva documentation and she doesn't believe it then there's nothing else you can do.

Let us know how it turns out.

I've had the same thing happen with Auctiva's insurance - the buyer's package arrived safely and in a timely manner, but of course not stamped by the post office as being insured, and BOY was she upset about it.

She must have sent me 10 emails asking for a refund of the insurance fee (why get that upset about a little more than $1?????)

I explained, I sent her the documentation, I sent her to Upic's website, I did everything I could but she still thought that I didn't insure it. In the end I refunded her money just to make it go away.

It almost makes you wish you had a rubber stamp or something to imprint the word "insured" on the top of the package.

I just sent out 16 items yesterday. On about half of them I required insurance because the items were fragile... Hopefully all goes well with those...

Mike

quote:

It almost makes you wish you had a rubber stamp or something to imprint the word "insured" on the top of the package.

And, actually, you can do that if you please. The problem is I believe U-Pic suggests not doing that because it indicates to potential thieves that there may be something valuable inside. However, I don't know if such a stamp would make it harder to have a claim honored or not..

Gee, I had considered "self insuring" my items, ie; if it was fragile I would just collect extra "insureance" if it broke, I'd just replace it no questions asked. I guess that wouldn't fly huh?

I had a couple insureance claims (me as buyer) and after dealing with UPS I decided insureance is worthless. They sent an investigator to my house and spent a lot of time and money just to get out of paying out.

Would a sticker work just as well? If so what information should be put on it. Or maybe a note could be included in the box or on packing slip? Could someone tell me what info to give.

Hmm, maybe it would be a good idea to print out the Insurance Form that is available online here and then stuff that inside the package before shipping it out.

That way when the customer opened the box, that would be the first thing staring them in the face, and then there would not be that worry over putting the word "Insured" on the outside of the box so that someone else might just steal it...

Mike