HELP with broken goods

[Former_Member]

Hey everyone
I have shipped using EMS two large mirrors (about 330$ worth) to a client. She contacted me and told me she got them both with a crack in their rim (wooden frame). I payed for an insurance on the EMS but she throw away the packaging so I'm not sure I'll be able to get a refund from the insurance. How do I deal with that? She didn't ask for a refund yet, she is waiting for me to let her know what to do with the products.

[mirrymirry]

Can you get hold of the insurance details? Surely thats trackable? & if so, maybe ask the buyer if they can take a photo to show you the cracks so you can follow up with the insurance company

[Former_Member]

Hey Mirry thanks for replying!
The insurance contract says that I must have pics of the broken item and the original packaging. The client sent the pics but she doesn't have the packaging because she throw it away.
In case the insurance wouldn't accept my dispute what shell I do? Do I charge the client with a one way shipping fee and fix it? Or do I pay for the whole thing? It's 60$ shipping one way.

[mirrymirry]

Seems really unfair that because the buyer threw away the packaging you cant claim on the insurance. Can you ask her if she can find the packaging? Maybe it's still in her bin?
& maybe explain to the insurers what happened & ask them what normally follows in this circumstance? Seems really unfair you cant claim because of her lost packaging.

If the insurere wont help, i guess you could try broaching the idea of asking her to let you repair the mirrors & you each pay your own postage costs....explain if she Can still find the packaging, the shipping would all be covered