UPS lost package on eBay-purchased label — UPS won't take the claim, eBay sends me back to UPS
Summary: bretty512 shared a frustrating experience involving a lost package shipped using a UPS Ground Saver label purchased through eBay. The last record showed the package transferred to USPS, but USPS never scanned it, leading to a deadlock where neither company accepted responsibility. bretty512 attempted to resolve the issue with UPS, USPS, and eBay but faced challenges due to conflicting advice and policies. Other participants suggested the seller violated eBay's policy by downgrading the shipping service, which lacks insurance, and debated alternative shipping methods. The discussion highlighted the confusion and complications that can arise with different shipping services and the need for clear guidelines from the platforms involved.
Hoping someone here has been through this, because I've hit a wall between three companies.
I sold an item and shipped it on a UPS Ground Saver label purchased through eBay. I shipped on time and there was a valid acceptance scan by UPS. The last scan in UPS's system shows the package transferred to USPS. USPS never scanned it in. The UPS transfer scan is the last record of the package existing anywhere.
On my initial call, UPS blew me off and told me to contact USPS. USPS said that they would open a lost mail search, and to call back a few days later. On call back, USPS said a claim/search was never opened, because they never scanned the package for acceptance. They refused to help and directed me back to UPS. After begging UPS to open a claim, one was opened via phone. A few days later, the claim was closed and cancelled. UPS failed to provide any coherent reason, and said the package wasn't covered because "The last scan shows USPS in possession of the item." But USPS has no acceptance scan, so no one ever took possession after UPS.
Then, I contacted Ebay. The first Ebay rep informed me to take no action, and to wait for a buyer initiated "Item not Received" claim. He then assured me that even if the buyer opens a claim, Ebay could help. The buyer opens a claim.
I call Ebay back. Ebay tells me to submit a case to UPS using my connected account, and to immediately refund the buyer to avoid an Ebay forced resolution. I told the rep that the website likely wouldnt let me open a claim, but she assured me I would be able to. I checked, and couldnt open a claim. Time for another call. In the meantime, I refunded the buyer, so I've now lost the item and my money.
The next Ebay representative informed me an Ebay Shipping team case would be opened to do an investigation, with an update within 48 hours. After 48 hours, I called back. This time, the representative contacted an account specialist. The account specialist said they believe this is entirely UPS' fault, and I need to call UPS again and request a manager, communicating that they must be held accountable and I need to open a claim. Unfortunately, their call center is closed right now, but I don't have a great feeling about the response I'll get.
Has anyone gotten a lost-package claim resolved on an eBay-purchased UPS label when UPS refuses to open one? Is there a specific department that handles this, or a way to get the refund reviewed? I've spent so much time and effort on this. Will Ebay be able to help me if UPS still refuses?
Thanks
k9kates
·2 weeks agoSo, as a retired UPS driver I can say how easy it is for the ground saver to get lost. They sit on a pallet until there is enough to be shipped, days to weeks. Then we roll up to USPS and deliver 100 or 500 at once on the loading dock. Usually tons of small items. Occasionally they sat so long they are covered in dust and we can barely read the label. Plus you have to go so fast, a scan can be missed. It's a money saving method for sure.
mykhailo_hut
·3 weeks agoThe hardest part here seems to be getting different instructions from eBay, UPS and USPS. At any point did eBay give you one clear place showing what your next action was, who was responsible, and whether there was anything else you needed to submit?
dbmm-media
·1 month agounfortunately that's what happens when you choose a inferior shipping service
christworks
·1 month ago · Edited@bretty512 You have several issues going on here. First, I'm going to assume the sale happened on the account you are posting under. If that's not correct, please let us know because my post that follows doesn't take too kindly to what you did. I will be happy to revise it if I'm wrong.
I looked at all of your sold orders going back to the first one shown on August 14. Not a single one of them shows that the buyer purchased UPS Ground Saver or any other Economy shipping service. All of them show USPS Ground Advantage. This means you downgraded the buyer's shipping service to save a few dollars. That's a policy violation. If the buyer had gotten their package they could have opened an INAD return on you and reported you.
The second thing is that by using UPS Ground Saver, there is no insurance. There is no case for you open and get your money back. There used to be $20 insurance included with UPS Ground Saver, but I don't even see that anymore. It still shows up on eBay's shipping calculator, but when I've gone to buy economy labels the past month, the insurance line for UPS Ground Saver has a hash mark, indicating that it does not come with insurance. ($50 carrier insurance is still included if you buy a UPS Ground Saver label on Piriate Ship).
Regardless of the UPS insurance, because USPS handles last mile delivery, any insurance ends once USPS has the package. The USPS part of the leg has never had insurance.
The UPS tracking shows they tendered the package to USPS. From the UPS perspective, they are no longer responsible. Unfortunately if USPS never scanned the package, there is nothing else that can be done.
You did right by refunding the buyer. You never want eBay to step in, so kudos to the eBay rep who told you that.
I'm sorry but you are going to have to let this one go. Next time don't try to be cute by downgrading your buyer's shipping on the slick side.
bretty512
OP1 month ago · EditedHello,
I appreciate your fast response. What I dont appreciate is your accusation of me being “cute”. It was negligence on my part. I was unaware that changing the shipping service was a violation. Now I know. If you feel like expending some of the kindness you withheld in your first reply, how can I easily determine what shipping service is equivalent, or better? Ship Speed? Is fedex ground economy equivalent, given they mostly ship it in network now? Ebay shouldnt make it so easy to buy whichever label you want after selling if it’s a violation. Im unsure why multiple representatives have informed me there is 50 dollars of UPS coverage on my shipment. I wouldnt ship an item without insurance. Have a good night, and have some more decency.
Edit: eBay's own Seller Center page still states UPS Ground Saver labels come with $50 of Declared Value coverage —- ?
shire123
·1 month ago@bretty512 UPS ground saver and Fedex ground economy are generally the cheapest methods for shipping. But their insurance levels are inadequate in many cases and the hassles (as you have seen) to file a claim are significant.
When it comes to which method to use for shipping, I have found that if you specify "standard" or "economy" shipping you are then able to choose whichever method works for you. All of my listings state "standard delivery". But then I use flat rates so I am not sure how you set things up to reflect this if you are using calculated shipping.
christworks
·1 month agoYou are a seller after my own heart. Flat rate shipping (I started using tables last fall) and not giving buyers the choice in carrier. It has worked really well for me since I started doing that in 2024.
The downside is you can only do that if you use flat rate shipping. If you use calculated shipping then you must offer specific carriers.
christworks
·1 month agoGrow up.
adamcartwright
·1 month agoYour buyer took your entire listing into account, when deciding to buy.
That includes your shipping method.
Believe it or not, there are buyers who avoid deliveries by certain carriers, for their own personal reasons.
christworks
·1 month ago@bretty512 You edited your prior post. Originally you stated that you were not a new seller and had experience. I would assume someone who has experiences knows they cannot downgrade a buyer's shipping. Pardon me for giving you too much credit.
Either way, you won't be getting a refund from eBay, UPS, or USPS.
meme6253
·1 month agoI Think you caught him red handed!