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UPS Lost/Damaged Package Need Seller Advice: UPS Package Lost Using eBay Label, Claim Approved but Refund/Fees Unclear
Summary: space-spam is seeking advice on handling a lost UPS shipment using labels purchased through eBay. They are dealing with conflicting information from eBay and UPS regarding a claim for a mobility scooter that was never delivered. They are uncertain about refunding the buyer, receiving claim payments, and handling eBay fees. lady_madonna advises them to refund the buyer immediately as they will receive a credit for the final value fee, although the per-order fee is non-refundable. space-spam is trying to ensure they don't incur unnecessary losses.
Need Seller Advice: UPS Package Lost Using eBay Label, Claim Approved but Refund/Fees Unclear
Hi everyone,
I’m hoping someone who has dealt with a lost UPS shipment using a label purchased through eBay can help. I’ve spoken with both eBay and UPS several times and have received conflicting information.
I sold a mobility scooter for several hundred dollars and purchased the UPS shipping label directly through eBay. UPS accepted the package, but it was never delivered to the buyer.
UPS initially reported the shipment as damaged. After that, the package moved between multiple facilities and states and showed various delivery and return statuses. It was never actually delivered to the buyer or returned to me and was eventually considered lost.
Initially, UPS would not allow me to file a claim because the label was purchased through eBay and the UPS system indicated that claims were restricted by the sender/account holder. After a lot of back and forth, I was eventually able to open the claim myself.
UPS requested documentation, and I submitted proof of value, an invoice, claim payment paperwork, a release/payee letter, and alternate payment recipient information. The UPS claim now shows “Claim Issued.” HOWEVER they keep claiming that these documents are invalid without providing clarification on where to find official documents
My main concern now is how to properly refund the buyer without losing money unnecessarily because eBay representatives have given me contradictory information.
One representative told me to voluntarily refund the buyer so I could receive a final value fee credit and avoid an Item Not Received case being closed against me.
Another representative told me the final value fee would not be returned even if I refunded the buyer.
A later representative again suggested voluntarily refunding the buyer before eBay has to close an Item Not Received case.
I’m hoping someone who has actually gone through this can clarify a few things:
If a UPS loss claim says “Claim Issued,” should I wait until the UPS payment is actually received before refunding the buyer?
If I voluntarily refund the buyer through eBay because the carrier lost the package, are the applicable final value/selling fees normally credited back?
Is the UPS reimbursement separate from the eBay transaction? For example, I refund the buyer through eBay and UPS reimburses me for the merchandise they lost?
If the UPS label was purchased through eBay, who actually receives the UPS claim payment? I listed myself as the alternate payment recipient and submitted a release/payee letter.
How long after “Claim Issued” did you actually receive payment?
Has anyone successfully received reimbursement for the original transportation/shipping charges in addition to the merchandise value when UPS completely lost the shipment?
I also received a separate UPS weight adjustment that eBay previously said was being disputed. Is that normally handled separately from the loss claim?
Has anyone had UPS recover the merchandise after a loss claim was already issued? If so, what happened to the package?
Has anyone ever received notice they did not have insurance on their EBAY purchased label even though they remember selecting it?
There is also a strange issue where the shipment's return information appears connected to eBay rather than my own current return address. I’m concerned about what would happen if UPS eventually locates the package.
The buyer has been patient, and I intend to make sure they receive their refund. I’m mainly trying to determine the correct sequence so I don’t issue the refund, lose the selling fees, and then discover that the UPS reimbursement was sent somewhere else because the label was purchased through eBay.
If anyone has personally dealt with an eBay-purchased UPS label, a lost package, a UPS claim, and the subsequent buyer refund, I’d appreciate hearing how it worked for you.
lady_madonna
Mentor1 month agoI will answer #1 only - You need to refund your buyer NOW, not wait for your claim with UPS to resolve. You will receive a credit for the final value fee. The fixed per-order fee is not refundable.
space-spam
OP1 month agoBut I do not understand how as more money is owed than I was ever payed. Like hundreds of dollars in the negative I am a college student and do not have that available. How will I know I will receive my payment?