Narrative Summary

I run an Etsy shop selling artisanal glass candles. I sent a $120 wholesale order via Priority Mail. I am obsessive about packing: I wrap each candle in kraft paper, surround them with packing peanuts, and ensure they don't touch the sides of the box. Despite my care, the buyer received a box full of broken glass. USPS denied my claim, stating the damage was caused by "insufficient internal cushioning allowing items to shift in transit."

The Resolution Strategy

When USPS claims your internal dunnage (cushioning) was insufficient, arguing that you "packed it really well" won't work. You must translate your packing method into their engineering language.

The resolution strategy utilized the Authori claims platform to generate an appeal anchored on DMM Section 601.2.1. This section specifically dictates that fragile items must have a minimum of two inches of cushioning on all sides.

The appeal letter didn't just disagree with the denial; it systematically broke down the dimensions of the box (10x10x10) versus the dimensions of the internal items (5x5x5), mathematically proving there was over two inches of clearance on every single side filled with industry-standard void fill. By demonstrating strict adherence to the DMM two-inch rule, the appeal invalidated their reason for denial, resulting in a full $120 payout.