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UPS nightmare
This is my first time posting to the forum. I didn't see myself utilizing this until now but this problem has thrown me for a loop and I'm looking for any guidance that I can get!
I'm a fairly new seller on eBay and recently I had a buyer message me that an item I sold them was received broken. This was surprising to me as I generally overpack items as an extra layer of insurance. I was ready to do whatever it took to keep my buyer happy and I happen to have a second item on hand to replace the first one that I sent him. He had sent me over some pictures of the broken item and we discussed all of this for a few minutes. After studying the pictures that he sent over, I realized that the box and the packaging wasn't the same as what I sent him. So to get to the point I called the carrier (UPS) and they admitted to damaging the parcel and repackaging it. I figured a refund process would be cut and dry but after my claim was denied, I started to think otherwise.
So, where I am at with this is UPS says to have denied the claim since I purchased the label through eBay and not through my UPS account that I made the claim with. I don't know if it's too late to go through eBay or not. I did this whole return process outside of eBay and I never refunded the buyer i just sent him the replacement so if I just get a refund on my UPS shipment, I will be made whole. Does anyone know how I could go about that?
This is beside the point, but I'd just like to note how irritated I am with UPS! How do they get away with repackaging an item like that and not contacting the shipper and or at least put a note on the new box? It seemed as if the original was so heavily damaged that they tried to cover up their mistake.
Anyways thanks for anyone that bothers to read all of my nonsense : )
shipscript
·2 years agoeBay has a specific claims process for UPS labels. Notice the email in the second image below.
https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643#section3
Be sure that the email address you use for your claim matches the email for your eBay account so that any refund will be sent to your correct eBay account.
I've expanded eBay's instructions below:
Filing a UPS claim
https://www.ups.com/us/en/support/file-a-claim.page
Shipping - UPS guest claim
When you get to the claims page, be sure to checkmark the box for "Did you ship this package through a third-party eCommerce site?" That will open an email slot. Fill in your eBay email. It's important the email address associated with your UPS account is the same as the email address associated with your eBay account.shipping - UPS claim
UPS packages automatically cover the first $100 of insurance. As with all carriers, any additional insurance must be purchased with the label.
blackriversurplus
OP2 years agoThis was very helpful! Thank you so much! @shipscript
comics-scifi-collectibles
Mentor2 years ago@blackriversurplus That was VERY wrong of UPS to repack the item like that!
This is how you file an eBay UPS claim. Make sure the buyer holds on to ALL items including the box and packing material. I would see about getting a note on their letter head admitting the repacking of the item for your claim
Filing a UPS claim
blackriversurplus
OP2 years agoThank you VERY much @comics-scifi-collectibles !