UPS insurance claim denied since buyer refused to have item inspected 09/20/2025
The buyer claimed that the item was damaged upon delivery. I asked for pictures, but the buyer is not responding. I opened a damage claim with UPS, and the buyer refused to give the monitor to the UPS driver. eBay closed this claim in the buyer's favor, claiming the buyer "The buyer claimed that the item didn't match the description," that is FALSE! The buyer opened a "damaged item" claim. Why isn't eBay helping sellers? You are helping this buyer steal $541.68 from me! The buyer still has the monitor and refuses to give it to UPS for the insurance investigation; they refused to provide photos of the damaged box, and they refuse to respond at all now that eBay gave them a refund. They refuse to send the item back to me for the return request; eBay is assisting in a theft. Why isn't eBay giving me my seller Protections? Why is eBay protecting the buyer and not me? Now, I have no product and I'm out of pocket thanks to eBay "Your order earnings after applying fees and other selling costs. -$138.74" This shouldn't be allowed, how can eBay do this to sellers and get away with it?
kibble-net
·7 months agoA couple of tips for the future:
1.) If you are going to insure through UPS, you have to have them pack up your item. Otherwise they will deny any liability. Either use ShipCover, or pay UPS for their fragile packing service.
2.) Give a shipping label to the buyer BEFORE the return request times out - as has already been mentioned - if you wait too long, of course ebay is going to side with the buyer. File this under "Duh".
3.) Naming and shaming isn't allowed on this forum. Learn from your mistakes and move on.
babyers88
·7 months agosounds like you did not issue a return shipping label before the return request timed out.
that is all you had to do and you would have been covered, regardless if it was damaged or not.
If they did not return it at that point then you would still have your money.
That is what it all boils down too.
doesn't matter what happens to anything you ship to a buyer, when they open a request, send a return shipping label, then the ball is in your court.
i.e. dear seller this item arrived damaged
response: Hi, I am sorry your item arrived damaged, please request a return thru ebay for "damaged"
buyer/ebay: your buyer has requested a return, for "item arrived damaged"
seller response: accept and issue a return label
then you just wait.......
when and if the item arrives back then (within 48 hours inspect the item, check for fraud) if all is legit then issue a refund and deal with the original carrier damage claim
**now some will say oh that voids your right to a damage claim, well they don't know it was shipped back unless you open your mouth and tell them. you take your pictures and file your claim and get your money back and everyone is happy......
my advice: do not put it on the buyer to do anything regarding damages other then ship it back. Then deal with it yourself.
robbie31415
·7 months agoYou seem to have opted out of seller protections where you could have kept a portion of the sale.
Also, buyers arent expected to have their items inspected. That's not part of the TOS.
Insurance is basically for loss in shipment, businesses have to typically use the damaged item as a write off on their taxes.
I hate scammers, and have been burned, but it doesnt appear to me you are maximizing your protections, because if you did then you wouldn't have a negative on this transaction.
treasure-hunters-things-and-stuff
OP7 months agoIt was a scam, the buyer never had the item in their possession. Did you not read the situation? Guy bought my item to replace HIS damaged item HE sold to someone else through AMAZON, he used me to cover his own behind. He scammed me and eBay allowed it to happen!
carlmarxx
·7 months agoYou are incorrect Buyers are required to to respond to UPS or FedEx request for pickup of the damaged package with packing stuffing for inspection's for the insurance claims . Unless eBay changed the policy again from several years ago. My other Ebay Id just turn 30 years old .I and I have seen lot on this site a long with a lot of bad policy's eBay done that hasn't helped both sellers and buyers . I can't stand scammers, buyers and sellers.
treasure-hunters-things-and-stuff
OP7 months agoOn or about 09/29/2025, an individual identified as the buyer, Mr.B, sold an NEC computer monitor to a buyer named AR on Amazon a few days prior. Following delivery, Ms. AR reported that the monitor had arrived damaged and requested either a refund or a replacement through the Amazon portal. (I have the purchase orders from Mrs. AR She, and I have been in communication regarding this case, as Mr. B led me to believe it was Mrs. AR who initiated the claim.
Subsequently, Mr. B, who is also an active seller on eBay, located an identical model of the monitor listed for sale in my eBay store and purchased it from me. After receiving the monitor, Mr. B filed a false damage claim through eBay, asserting that the item I sold to him was damaged. eBay ultimately closed the case in Mr. B’s favor, issuing him a refund while allowing him to retain the item.
I filed an appeal with eBay, providing documentation and evidence indicating that Mr. B’s actions constituted a fraudulent scheme to obtain replacement property without payment. Despite this, eBay upheld its prior decision.
Following these events, I contacted the Hollywood, Florida, Police Department to report the theft. They are currently investigating internet fraud as well as fraud over state lines.
eBay has since refunded me partially, due to all the evidence I have provided. But, they refuse to remove the defect from my account because I "asked" for their assistance with getting this issue resolved. First, I was punished for not letting a thief get away with theft, and secondly, for asking eBay to protect me from the theft. Where are the seller protections? eBay never had my back. I have irrefutable proof that the guy stole from me, eBay acknowledges there was a theft, yet I still lose. There is no seller protection, no help when someone steals from us. It's basically the wild west, and we are left holding the bag.
treasure-hunters-things-and-stuff
OP9 months agoUPDATE to this case:
The buyer [Removed by Moderator] was a dropshipper who also sells on the Amazon platform.
On or about September 29, 2025, an individual identified as [Removed by Moderator] sold an NEC computer monitor to a buyer named [Removed by Moderator] (also a victim) on Amazon a few days prior. Following delivery, [Removed by Moderator] reported that the monitor had arrived damaged and requested either a refund or a replacement through the Amazon portal. (I have the purchase orders from [Removed by Moderator]) She and I have been in communication regarding this case, as [Removed by Moderator] led me to believe that [Removed by Moderator] initiated the claim.
Subsequently, [Removed by Moderator], who is also an active seller on eBay, located an identical model of the monitor listed for sale in my eBay store and proceeded to purchase it from me. After receiving the monitor, [Removed by Moderator] filed a false damage claim through eBay, asserting that the item I sold to him was damaged. eBay ultimately closed the case in [Removed by Moderator] favor, issuing him a refund while allowing him to retain the item.
** [Removed by Moderator] did not have an item to return to me since the damaged item was his sold through Amazon to [Removed by Moderator].
I filed an appeal with eBay, providing documentation and evidence indicating that [Removed by Moderator] actions constituted a fraudulent scheme to obtain replacement property without payment. Despite this, eBay upheld its prior decision.
Following these events, I contacted the Hollywood, Florida, Police Department to report the theft. As of the date of this statement, I have not received a return call or follow-up from an investigating officer.
Please stop implying that I didn’t follow eBay’s rules—I did everything exactly as instructed. I followed every policy and every step eBay told me to take, yet they still allowed this individual to steal from me. Sadly, this isn’t an isolated case; it’s something that happens far too often on this platform.
eBay eventually issued a partial refund, but they still placed a defect on my account—even after I provided clear evidence that the buyer has a long history of fraudulent behavior, including multiple lawsuits and numerous changes to his eBay and business identities. The FBI is now investigating his activities, both online and in Florida, and I’m currently working with the American Arbitration Association (AAA) to get this resolved since eBay refuses to issue a full refund and remove the defect. He stole $680.42 from me and $999.85 from [Removed by Moderator], who has also filed a case with Amazon.
I’m not the problem here—I’m simply fighting for what’s right. It’s frustrating to see eBay ignore situations like this, and even more disappointing when people defend a system that continues to fail honest sellers.
momtoabeautifuldaughter
·9 months agoOkay, and now you get violations for all the names you included above.
I have been selling on eBay for over 20 years and never had a situation arise like you mentioned above. I have never once had eBay refund a buyer without me getting my item back or me making the decision to refund the buyer
treasure-hunters-things-and-stuff
OP10 months agoThis matter represents the most egregious customer service experience I have encountered in my 16 years as a seller on eBay. By allowing this situation to persist, eBay is effectively aiding and abetting a buyer in the unlawful retention of my property. The buyer initiated a return request on September 12th, at which time eBay generated a return label. However, the buyer has failed to return the monitor as required, and eBay has failed to enforce its own return policy.
As a result, I have filed a police report regarding this matter and intend to pursue further legal remedies through the appropriate courts. eBay’s lack of response, including the failure to provide the requested supervisory callback, demonstrates a disregard for the rights and protections owed to sellers under your platform’s own policies and under applicable law.
This neglect not only causes direct financial harm but also reflects a broader pattern of indifference toward long-standing sellers, which threatens the integrity and viability of the platform itself.
kalyoth
·10 months agoYou seem to have two processes confused together. Return Merchandise is completely independent of Insurance claims for damage. You as the seller, need to react to a buyer's unhappiness or a resolution is forced upon you. As the case was closed against you, this likely means you did not accept the return & ebay refunded the buyer & allowed them to keep the item as well.
The insurance claim with UPS is a 100% seller problem to resolve. Only the seller can file it. This is why step 1) the return is so important. If the seller refused to return it, you never would have faced the refund in most circumstances. I have buyers ship back to me not only the item but also the original shipping container for claims. Not had a single buyer refuse to do so.
You did not follow the rules & were penalized based upon the rules every seller needs to follow. It is not pleasant or enjoyable for anyone. But, again, you as the seller 100% decided your actions/inactions.
treasure-hunters-things-and-stuff
OP10 months agoI have contacted an attorney, we are drafting litigation regarding these claims. This is the 4th time this has happened to me this year, each time has been with a product of over $500. I've had many, many people reach out to me with the exact same problems, and no @ryry-jj I didn't do anything wrong. l followed eBay policy to the T, I have been selling here for 16 years and have never seen this level of theft in the previous 15 years as I have this year.
ryry-jj
·10 months agoIt sounds like the return wasnt handled properly from the sellers end. Regardless of what they think happened or how they wanted to remedy the situation, you first and foremost must operate within ebay's policies when a item not as described case is filed
12345jamesstamps
·10 months ago'I asked for pictures"...buyers do not have to show a seller pictures.
'eBay gave them a refund'...if you didn't give the refund you get nothing returned...and eBay does give a 'ding' for giving the refund instead of you giving the refund.
Should have done a return label to receive the item back for a buyer to get a refund.
Sometimes buyers don't return the item back in an open claim...and a seller wouldn't have to give a refund.
And UPS usually doesn't give out an insurance claim...those are for items lost in shipping and not damage.
UPS would just say seller didn't package item good.
treasure-hunters-things-and-stuff
OP10 months agoeBay is acting as a partner in theft. I don't know how you guys don't see what's happening here. I did everything I was supposed to do, I auto-generate return labels when a request is submitted, I reached out to eBay for assistance with placing the case on hold for 10 days, allowing me to work with UPS. I provided 8 photos to the buyer the day of shipping to show the state of the box. The buyer provided 2 that seemed to have shown something rammed through the monitor screen from behind. I did everything I was supposed to do according to eBay regulations. eBay isn't following its own rules! Looks like it's time to go back to Amazon, 16 years on this platform and it's just getting worse every few months.
kensgiftshop
·10 months agoBuyer doesn't have to provide photos or help the seller with an insurance claim.
If the buyer wouldn't respond, you should have accepted the return and provided a shipping label before Ebay stepped in.
treasure-hunters-things-and-stuff
OP10 months agowhen a buyer opens a return request, the return label is automatic! The buyer NEVER RETURNED THE ITEM.
albertabrightalberta
·7 months ago@treasure-hunters-things-and-stuff
You have a couple of misconceptions.
"The buyer claimed that the item didn't match the description," that is FALSE! The buyer opened a "damaged item" claim."
There are several options for NAD (not as described), any of which qualify for MBG (money back guarantee). You claimed that the buyer opened a "damaged" claim but that IS the same (in this case and in ebay's eyes) as not matching the description.
No, the return label is NOT automatic for NAD claims. This is where you got into trouble.
When the buyer opened a return request, you were REQUIRED to respond to the case in order to either issue a refund without requiring a return or accept the return and have the return label sent to the buyer.
In your mistaken assumption that you didn't need to respond to the claim, you forced the buyer to get ebay involved, thereby giving the buyer the opportunity to have ebay step in to issue the refund.
And because ebay had to resolve what you didn't, they retained the FVF you would have been credited for had you responded.
babyers88
·10 months agosounds like the mistake was you did not simply authorize a return, damaged or not doesn't matter.
if the buyer does not return it then no refund.
upon return then you can submit a damaged claim with the shipper with the original tracking number.
Also it is not widely known that you can submit your own photos and declaration for damages and no
inspection is required. you can do this with ups/fedex/usps. (regardless of that still just have it returned)
they only need the documents showing the sold value and pictures of the damaged item and photos of the packaging
you will want to be aware that packaging must provide at least 2" of protection on all sides and in cases over 50lbs weight with ups they will also want a photo of the box crush certification on the bottom of the shipping box.
also default value is $100, so unless you paid for extra insurance your only getting back $100 no matter what it was worth
damage is not your fault or the buyers fault, so just have it returned and then deal with the shipper.
redlinear
·10 months ago@treasure-hunters-things-and-stuff
Doesn't matter. If they inspect it the claim will be denied anyway (improper packaging). OR, one of a various number of other "reasons".
If the buyer opened a Return, Not as Described. Just accept the return and wait until the item has been returned before you refund.
If they never ship it back, No refund
treasure-hunters-things-and-stuff
OP10 months agoeBay closed the case in the buyer's favor; eBay didn't give me a chance to get involved. I appealed, and eBay responded, saying the buyer claimed the item was "not as described." The buyer didn't do that, they opened a "damage item" claim. I asked why eBay changed the case from a damaged item to "not as described," and I'm not getting any response from eBay now either. Not only has eBay given this buyer a refund, eBay is costing me an additional -$138.74, claiming this is a seller fee! I am so confused, and where are my seller protections? The bauyer makes a false claim, never sends the item back, refuses to provide the item to UPS and gets a full refund from eBay. I got a defect on my seller account, lost my product, lost the payment for the product and an additional fee or selling costs of -$138.74. eBay isn't protecting sellers; they are protecting thieves.
babyers88
·10 months ago~eBay closed the case in the buyer's favor; eBay didn't give me a chance to get involved~
this makes no sense, did you ignore the case or let it time out? that is the only way this happened, when a case is opened you have 72 hours or 3 business days to get it resolved one way or another.... if you push it beyond 72 hours and have not resolved it then that's it your choices end and ebay CAN step in and do whatever they decide. like it or not you are stuck with whatever they decide and that decision is final in almost any situation
you also state return requests get a automatic label, but if they did not request a return then they never got a label.
so the ultimate question is did they get issued a return authorization and a shipping label within 3 business days? if not then that's it, nothing to report, carry on. it's game over. write it off on your taxes
I will clarify if a buyer opens a case for anything for any reason at all, you have 72 hours to resolve it, even if they never respond ever after wards. once that timer runs out your done.
same for item not received cases and tracking shows delivered, you have to respond to it.
only exception is cases where ebay explicitly states you do not have to do anything.
grand-and-glorious-purpose
·10 months agoThat is exceptionally unlikely