g026r wrote:Anyone had to do this before?  What are the steps?

Just had an item arrive that looks like the postman played football (American or otherwise) with the box.  Seller informs me it was insured, so there's that, but I have no idea what hoops need to be jumped through now.

Were the contents still in the box or did they fall out?  The seller will have to make an insurance claim at his local post office.  You can take a picture of the battered box to send him, and perhaps even get a statement from your letter carrier as to the poor condition of the box on delivery.

As a sender I have only had to file one lost parcel claim, but once the buyer contacts the seller, the seller (shipper) has to initiate the claim.

I sent the particulars to Canada Post, and did not hear anything from them for over two weeks.

Contacted them again, had to give them all the information over again.

Waited two more weeks, had the customer complaining in the meantime about the length of time so I refunded him before the issue was resolved.

Contacted Canada Post again, demanding to speak with a supervisor. Explained the situation in full again.

Waited another couple of weeks, contacted the buyer to see if they had been contacted by Canada Post (they were).

Finally after close to two months, Canada Post refunded me the price of the parcel and postage.