eBay’s USPS Parcel Insurance Plan (PIP) Claims — No Updates, No Access, No Support?
If a buyer doesn’t receive their USPS shipment and the seller has already issued a refund, eBay instructs sellers to file a claim for reimbursement through Parcel Insurance Plan (PIP) — a third-party company they’ve apparently contracted for this process: 🔗 PIP Claim Link
I submitted multiple claims through that link well over a over a month ago, and just realized I’ve received zero communication from PIP since then. No emails. No confirmation. No case number. No updates. Nothing.
Naturally, I tried to follow up:
There’s no visible way to check claim status on the form or site.
The main PIP website provides no login or portal for eBay sellers.
- There’s no confirmation number at submission — just a quick pop-up that disappears.
Their “Message Us†chat box basically appears offline — regardless of day or time. (me) Connect to Live Agent ---> (chat) Just a moment while I connect you with a live agent ---> (chat) We're sorry, there are currently no agents available. Literally EVERY... single... time.
This seems incredibly unprofessional and opaque for a process that directly impacts seller reimbursements. I even read online that we may need to call them — which feels absurd, especially when this is the only method eBay offers for recourse.
It honestly feels like these claims are just disappearing into a black hole.
Has anyone here successfully navigated this or found a way to get updates? Any advice would be hugely appreciated.
Thanks in advance.
zobal99
·10 months agoI have the same problem with the same results. It's a sham. USPS has lots of problems in their service. eBay goes along with the buyer against the sellers. Claims take time to fill out and they usually do not go anywhere. After 25 years working with these people I'm done with all of this.
shipcover
·1 year agoThank you for contacting us. Our phone and chat support are available during normal business hours M-F 8:00-4:30 Central Time. Feel free to check status at any time using the unique link in your original confirmation email, or contact us during business hours with your ESUS tracking number and we will be happy to provide status for you.
wastingtime101
·1 year agoBecause you're using eBay Standard Envelope you need to follow the instructions on this page:
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-standard-envelope?id=5308#section6
It's a little different from what @pikabo-icu posted above, which is for package services where you separately purchase ShipCover.
bigpoppa_sd-sports-cards
OP1 year agoThat's the process / site that I used to submit the claims - 🔗 PIP Claim Link
wastingtime101
·1 year agoOK then follow the next step if you haven't heard anything.
To check the status of your claim, contact PIP (Parcel Insurance Plan) at:
12345jamesstamps
·1 year agoAnything under $20. doesn't need tracking and most buyers don't complain about it.
I never had a buyer complain about no tracking for a cheapo item.
ESE doesn't always have tracking inputs or are very late in them getting in.
An item that does not show up as 'delivered' in a scan means it is not delivered and thus a buyer can request a refund.
Some buyers understand this feature and use it for a refund even if item is delivered.
ESE is for those who need tracking to be a Top Rated Seller...for selling inexpensive items.
A seller will also spend too much time getting that refund from you know who.
I lost my first item in the mail in 2 years...$1.60 item...LOL and it was a weird P O Box Post Office...gave the refund immediately and blocked the buyer.
Guess who makes a profit on ESE...and it's not the USPS.
bigpoppa_sd-sports-cards
OP1 year ago@12345jamesstamps - I'd love to know about alternatives to the eBay Standard Envelope. It's giving me headaches on a regular basis at this point and I'm just about over it. Seems my customers are now well aware of the risks. If I could find a cheaper, better option - I'd have a business policy in place immediately and every order with ESE would be switched pronto.
THX
wastingtime101
·1 year agoThere is no tracked cheaper option.
The poster you're replying to buys a lot of old stamp lots and gets stamps below face value then ships untracked. He can provide more details and maybe you'll find it works for you.
In my experience, trading cards are a lot more prone to non-receipt claims than stamps so that should be a factor in deciding how to ship (with / without tracking).
bigpoppa_sd-sports-cards
OP1 year ago@wastingtime101 , I get that. Makes sense and all part of the consideration / decision process in weighing the pros/cons of ESE and alternative options. It's not simply the lost packages w/ ESE, a few other frustrations as well. Who knows, perhaps I'll have ESE as my standard service for sub 20 / 3 oz but offer an alternative to the customer. TBD
Appreciate your follow up on the community here - super selfless. thx
wastingtime101
·1 year agoMost of my ESE items are listed with free ship. For the ones where I charge a separate ESE cost, I offer an alternative of Ground Adv package service and I set up combined shipping rules so buyers can get a flat cost Ground Adv with multiples no matter how many they purchase.
12345jamesstamps
·1 year agoThanks for the input.
I think there might be two factors as well in play here.
Item that states how it is shipped...for me:
'Free USPS First Class' with no info about anything else vs. the OP.
Second : 'Returns but buyer pays for returns'.
And just for the record I have shipped in the past in the same way as stamps...I can put 4 Star Trek Trading Cards in the same shipping as my stamps domestic or International without any problems.
I got a little lazy posting trading cards...LOL
The key problem here is seller item states 'tracking'...mine do not.
pikabo-icu
·1 year ago@bigpoppa_sd-sports-cards Didn't I see this on the shipping board?
https://community.ebay.com/t5/Shipping/eBay-s-USPS-Parcel-Insurance-Plan-PIP-Claims-No-Updates-No/m-p/35033282#M503234
sextons-sweet-deals
·1 year agoI see you sell cards. If you're using that eBay standard envelope thing for cards, STOP! I have read posts about the eBay standard envelope and tracking not being scanned. If you're just dropping in local mailbox and not waiting in line to get them scanned and a receipt, that is on you.
Scammers love this program!
Any single cards I sell are shipped in a 6x5x5 box for protection with tracking, and I wait for my printed receipt.
bigpoppa_sd-sports-cards
OP1 year ago@sextons-sweet-deals , this is interesting. You ship single cards in a 6 x 6 x 5 'box'? Printed receipt from the post office?
I've never had issues when I've used USPS Ground Advantage, but countless issues with eBay Standard Envelopes. It would be
It would be great to learn more about your shipping practice if/when you're shipping sports cards under $20 and/or under 3 oz. Thx
wastingtime101
·1 year agoI use eBay Standard Envelope and, in my experience, while some issues are regional, result of picky postal workers or delays, etc, the majority of issues stem from how items are packed.
The vast majority of my ESE have scans end-to-end.
Here's some general advice - maybe it will help:
----------
eBay Standard Envelope (ESE) is a metered letter mail shipment so it does not receive traditional tracking scans. The clerk at the PO counter cannot scan it and you can't track it on the USPS website. The envelopes are scanned by sorting machinery at distribution centers along the way and tracking will appear on eBay.
Common reasons ESE labels don't get scanned include:
- Overpacking. Envelopes are too stiff. It's not recommended to use trading card top loaders or cardboard mailers.
- Using ineligible packing material such as a bubble envelope.
- Placement of label. Label should be placed in the upper right corner with approx 1/8"-1/4" clearance from edges. If it's placed too far from the corner (like in the center of a #10 envelope) the machinery may not scan it.
- Securing items in the center of the envelope instead of off to one side. The center of the envelope needs to be the most flexible part.
- Printer ink is not dark enough, or label color is too bright (stick to white labels if you can).
- Regional issues with sorting machines, volume processing, picky USPS employees, etc.
With ESE, a 'delivered' scan generally occurs at the last sort facility before it gets to the buyer, so typically the buyer will receive their order a few days after the delivered scan.
If a buyer files a not received claim, you do have insurance coverage and the claims process is outlined on this page: https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-standard-envelope?id=5308
sextons-sweet-deals
·1 year agoI'm not shipping dollar cards. That is kind of a waste of time as a seller for me (Photos and description details). Everyone's time is worth something.
If I sell a $20+ card that is already in a soft sleeve and top load, I will still ship in the eBay 6x5x5 box and will enter weight and dims in the listing. I purchase my USPS labels through eBay.
I just rather avoid drama and have a safe secure delivery & happy buyer.
tobaccocardyahoo
·1 year ago@sextons-sweet-deals
Waiting on line is no help for ESE. It cannot be scanned by the clerk. It is only scanned by sorting equipment for Letter Mail.
It is a service designed to use unused USPS Letter capacity and appeal to buyers of low cost items who might be deterred from buying due to high postage costs for a properly tracked service.
The claims process is recycled just as the tracking scheme is recycled so it is somewhat opaque to Ebay sellers who have not used ShipCover to insure things of value - greater than $100.
sextons-sweet-deals
·1 year agoI would definitely avoid that process if it based on a scan by the sorting equipment.
Thank you for the info.
pikabo-icu
·1 year ago@bigpoppa_sd-sports-cards
Did you read all the info on the PIP page?
It's a lot..
Is there anything in your seller hub? Looks like the buyer has to confirm the claim too. Sheesh.
"However, if the buyer doesn't report an issue, they may need to verify your claim by responding to an email from Parcel Insurance Plan (PIP). If the buyer doesn't respond within 15 days, PIP sends you a reminder to get in touch with the buyer and ask them to confirm the claim.
Please contact Parcel Insurance Plan (PIP) if you don't hear from them within 3 weeks of filing your claim.
Viewing your ShipCover claim status
Here's how you can check the status of your claim:
I suppose you read through all the stuff here: https://www.ebay.com/help/selling/shipcover/shipping-insurance?id=4643
asset_liquidators
·1 year agoSo then you are paying for it prior since it is included in the cost of shipping. I would contact ebay on one of their social media accounts (facebook, etc) and see if they can help.
There is no reason they shouldn't have responded by now.
asset_liquidators
·1 year agoDid you pay for this insurance prior to shipping your item? In order to collect on insurance you would have to pay in advance for coverage.
bigpoppa_sd-sports-cards
OP1 year ago@asset_liquidators Each of the claims that I submitted to PIP are for lost eBay standard envelope shipments. They are insured up to the value of the item sold.