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Package arrived damaged and missing items, but recipient signed for the package.
Hello I sell manga and books sometimes on ebay. A buyer just messaged me that some of the volumes were missing from the order. I sold 18 volumes sent all 18 the buyer said they only recieved 9 they sent me a photo of the damged box and the 9 volumes recieved. I fully insured the package and added delivery confirmation due to order being around $300. I havent asked the buyer yet but I assume the signed for the package. Does anyone know the next step is if anyone had dealt with or resolved this type of issue.
8 comments
comics-scifi-collectibles
Mentor8 months ago@antantcam You will need to refund the buyer if they file a not as described return request.
If they have not filed a return request case yet then ask them for patience and assistance in filing the insurance claim. They most likely will be required to take the box to a local UPS store for inspection. I recommend avoiding UPS ground saver though for future orders. Getting an insurance claim paid is tough and they will only cover $50 unless you paid for more insurance.
UPS Shipping Insurance and Claims
UPS labels include up to $100 liability coverage from UPS for all services except Ground Saver, which includes up to $50 liability coverage. If your item's declared value is over UPS limits, you can purchase additional coverage for up to $999 in value from UPS. Please note the declared value cannot exceed the price of the item.
Here's how to add additional liability coverage from UPS:
Filing a UPS claim
antantcam
OP8 months agoThank you for the quick reply I am still trying to procces this I am going to message back the seller later as I am a bit busy currently. I just read your reply. As for the insurance claim before I shipped I mesaged buyer telleing them I would ship through media mail as that let me fully insure the package for the full amount as I paid for more insurance through media mail not sure if that would make a diffrence here I know the shipping said usps ground saver that is the shipping that was put when I listed the item. But I changed the shipping type when I shipped item not sure how if it makes a diffrence in the claim as it was ground saver the shipping I selected when i sold the item and then I changed the shipping to media mail I know the order says usp ground saver.
comics-scifi-collectibles
Mentor8 months ago@antantcam We can only see the shipping method that you offered on the listing. We can't tell that you changed carriers.
Since you used MEDIA Mail then you file the claim on the USPS site. OR if you used Shipcover insurance see this page> https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=
Contact your buyer and ask for pictures of the item, the packing material and the box. Ask the buyer to hold on to all items as the postal carrier may wish to see everything before they decide your insurance claim.
USPS is now REQUIRING buyers to bring the items to a local post office before they will pay on a claim.
jacbarcollectibles
Mentor8 months agoYou are not allowed to just change the shipping method. You could have added additional insurance to the Ground Advantage package. Either way it does not affect the insurance claim.
antantcam
OP8 months agoWhat do you mean it does not effect the insurance claim to be honest with you I am bit confused on that you see when I made ebay listing the shipping ebay gave it was ups ground saver. When I shipped the package I noticed I could not fully insure the item so I let the buyer know I would change shipping types and changed the shipping to media mail to fully insure the package and add delivery confirmation. Are you saying because I originally had listing with ground saver and changed it to media mail and paid for it to be covered that ebay wont fully insure me on the claim? Tried to type that the best I could Im a bit new Im just trying make sure I handle this situation the best as this is the first time this has happened to me.
comics-scifi-collectibles
Mentor8 months agoJust to clarify.... eBay policy is that you are not supposed to change the shipping method without checking with the buyer, which you did.
The insurance is tied to the shipping method that you chose when you printed the label. That could have been USPS or Shipcover insurance. That's for the seller to choose.
antantcam
OP8 months agoI see I am on my phone currently but when I get to my pc maybe I can check. I know when I shipped the package the label said media mail Im sure it was shipcover insurance the option I used to fully cover the package as it was the first option. I tried to redownload the label but ebay is not giving me the option I could redownload the packing slip but that just says order info and the buyer selected shipping service which was ups ground saver but I changed the shipping to media mail looks like it didnt update. I did notify the buyer and they agreed to media mail as we could fully insure it and add delivery confirmation. I changed it to that as ebay was not letting me fully insure the package and add delivery confirmation.
Thank you for the help you have been very helpful in the replies.
comics-scifi-collectibles
Mentor8 months ago@antantcam. Since it's shipcover insurance be sure to use the link I provided. You don't file the claim on the USPS site