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Need help: Damaged UPS shipment with eBay label stuck in shipping loop. UPS says only eBay can file claim.
Summary: space-spam is experiencing issues with a damaged UPS shipment purchased via eBay that's stuck in a shipping loop. UPS states that only eBay can file a claim, yet eBay support redirects them back to UPS, leading to ongoing frustration. The shipment is endlessly cycling between facilities, preventing inspection of the damage. eastlaneave suggested waiting for it to be marked as lost to file a claim, and shared steps for a potential resolution. jacbarcollectibles provided a link to eBay's UPS claim information. The original poster seeks advice for resolving the claim effectively.
Need help: Damaged UPS shipment with eBay label stuck in shipping loop. UPS says only eBay can file claim.
I'm hoping someone has dealt with this before because I've spent days going back and forth between UPS and eBay without any resolution.
I sold a Pride Go-Go mobility scooter and purchased the shipping label through eBay. The package was damaged in transit before it could be delivered to the buyer.
The problem is that the package has been bouncing between Florida and Texas for over a week. It keeps showing "Out for Delivery," then "Returning to Sender," then ends up in another UPS facility. Neither the buyer nor I have been able to inspect the damage because it never actually arrives anywhere.
My return address has changed since the label was created. UPS has repeatedly told me they cannot change the return address because the label was purchased through eBay and eBay is listed as the shipper. They also tell me I cannot file a damage claim because the shipment is restricted, and I receive the following error:
"Unfortunately we cannot process your claim. The sender has restricted claims for this package. Please reach out to them directly for assistance. (UPS:E022)"
UPS has told me multiple times that eBay must initiate the claim or otherwise authorize it.
The problem is that eBay support keeps sending me back to the UPS claims website, which immediately rejects the claim with the error above. I've now contacted eBay several times and have received conflicting answers from different representatives. One says to file with UPS, UPS says only eBay can do it, and another eBay representative suggested refunding the buyer without addressing the damaged shipment or insurance claim.
The buyer has been very patient throughout this process, and I want to make sure they receive a full refund. I also need to recover the value of the damaged item through the shipping insurance, but I'm currently stuck because neither company will take ownership of the claim.
Has anyone successfully resolved a situation like this with an eBay shipping label? Specifically:
How did you get eBay to actually file or escalate the UPS damage claim?
Is there a department or phone number that handles restricted UPS claims purchased through eBay?
Has anyone dealt with a package endlessly cycling between UPS facilities after being marked damaged?
Any advice would be greatly appreciated. At this point I just need someone to take ownership of the claim instead of being sent back and forth between UPS and eBay.
jacbarcollectibles
Mentor4 days agoHere is a link to information from eBay about making a claim for a UPS package: https://ir.ebaystatic.com/pictures/sc/pdf/UPS_Claims_Process_for_eBay_Sellers_2022.pdf
eastlaneave
Mentor4 days ago@space-spam
the shipment isn't delivered yet? You won't know that it's damaged until it is, but you may be able to file for a lost package
If it arrives:
1) Ask the buyer for photos of the box/package with the label, the damaged item, and the packing materials. Ask the buyer if they will hold those for a few days.
the rest applies if it arrives or is lost
2) Use the Order Receipt from the Get Packing Slip menu to file your insurance claim.
3) Filing a UPS claim
Visit the UPS claims portal
Log in to your existing account, or create an account. It's important the email address associated with your UPS account is the same as the email address associated with your eBay account.
Enter required information, refer to the UPS Claims on UPS.com Seller guide for workflows for lost or damaged packages.