Package Damaged in transit
Hi All,
I need some advice. I recently sent a framed autographed jersey, and the glass frame was cracked in transit, and the jersey became loose. I packaged the frame through professional sand sent through UPS, but don't know how to proceed with my customer who is obviously unhappy even though this was out of my control. How should I proceed?
11 comments
12345jamesstamps
·2 years agoWill not collect insurance since it wasn't packaged well...even though it was packaged very well by you.
Perhaps find a shop where they can have it fixed where "they live" online(google) and get an estimate and offer this as a partial refund plus send the address to buyer where to get it fix. Got to go above and beyond to make a buyer happy. I remember doing this "Frame Up Shop" where we make our own frame from scratch with the photo we have...It was so much fun.
Ask buyer if they desire a partial refund....both parties are happy and maybe a nice positive feedback follows.
jteasy26
OP2 years agoGot it! That's all very helpful, thank you so much for your help @wastingtime101
iamalwaysright
·2 years agoBut the jersey is still undamaged, right?
jteasy26
OP2 years agoJersey is completely undamaged.
wastingtime101
·2 years agoHey @jteasy26 - happy to help with this if I can. Please answer a couple of questions that will determine next steps.
- "packed through professionals" - does that mean UPS packed it for you or does it mean a third party packed it for you?
- "sent through UPS" - did you purchase shipping at the UPS store, another venue, or did you buy the UPS label from eBay?
jteasy26
OP2 years agoUsed a local third party packing business to pack item.
Bought UPS label from Ebay.
Thank you for your help.
wastingtime101
·2 years agoThis complicates things as you'll have to work through multiple sources.
First step, I'd immediately contact the company that packed the item and find out what terms they offered, whether or not they cover damage, etc. Depending on what they say will determine where you go from there.
Since jersey is undamaged buyer may be amenable to a partial refund for the reframing cost. See if the packing company would cover something like that.
Worst case scenario, if you want to file a claim with UPS, here's the process to file a claim when the label is purchased through eBay. It's a very specific process so follow it closely. The PDF guide you'll find linked on that page has a visual step-by-step. Use it. 🙂
https://www.ebay.com/help/selling/shipcover/shipping-insurance-shipcover?id=4643#section3
Things to know if you file a claim with UPS:
- They will generally require the buyer turns over the item and packaging for inspection
- They will generally decline requests for damage citing improper packing which brings us back around to: first step should be contacting the company that packed it to find out what options you have through them.
Has the buyer filed a formal return request citing the damage or is all communication through eBay messages so far? If they filed a formal request then you'll need to work within that short timeline to refund the buyer or work out a solution.
Good luck @jteasy26 and come back if you need more help.
wastingtime101
·2 years agoWill also add:
If you end up filing an insurance claim, that coverage will depend on what you purchased with the label. Did you add coverage for the high cost of that item? If you did, was it ShipCover insurance, UPS insurance, etc? That will affect the claim filing process. If it's ShipCover insurance then the UPS info I provided won't be of any help, but if you scroll higher on that page it outlines the ShipCover process:
https://www.ebay.com/help/selling/shipcover/shipping-insurance-shipcover?id=4643#section2
If you did not add insurance coverage for the value of the product then, unfortunately, you get whatever might have been included with the UPS label ($100?) and that's only if UPS approves the claim @jteasy26 .
So hopefully between the packing company and the buyer you can work out a solution.
buyselljack2016
·2 years agolet me tag someone that has some experience in the procedure for a claim.
I take it that you shipped with an eBay UPS label rather than your own account.
@wastingtime101 can you offer an option(s) for the OP
mtgraves7984
·2 years agoFor an item that pricey, it might be worth asking your buyer to take it to a frame shop for repair, then you could refund that amount to the buyer. Even if you have the buyer return it to you, you'll have to have it repaired before selling (as listed) again... weigh that against the value of listing the jersey with no frame. Good luck.
diane1959
·2 years agoIn my opinion you need to refund the buyer asap. It was not their fault. I just had a similar situation - I had double boxed a bowl that was going cross county and it broke. Buyer sent me pictures and I refunded her the $$ thru Ebay. I then opened a claim with USPS since it was sent ground advantage and that now includes shipping insurance like Priority. I loaded up the pics and sales information from the order and submitted the claim and I received a check in the mail from the post office in less than two weeks. I had only filed two claims in three years so they could see I was not trying to scam the USPS. The other question is do you want them to return the item - perhaps the shirt is still ok. I think ebay gives the buyer a label but you might be charged.