UPS tracking information is not updated for more than a week

[dcdyd]

Hi, I shipped an item using UPS. The label was printed from eBay. Now the item seems to be lost as the track information indicates that the item is in a UPS warehouse but has not being updated for more than a week. I have asked the buyer who said that they have not received the item. Now that the item is more than 7 days overdue comparing with originally estimated arrival time. I anticipate that buyer will cancel the order. What I can do now?  Ask eBay for help or claim a lost to UPS?

[mega-ma-roo]

There is nothing eBay can do. You need to ask UPS to find the package. If they cannot find it, you can file a claim:

Filing a UPS claim

1. Visit the UPS claims portal
2. Log in to your existing account, or create an account. It's important the email address associated with your UPS account is the same as the email address associated with your eBay account. 
3. Enter required information, refer to the UPS Claims on UPS.com Seller guide for workflows for lost or damaged packages.

Tip
Be sure to select and complete ‘Add Alternate Payment Recipient’ using your name/company name and address to ensure the claim payout is sent directly to you.

[dcdyd]

 Juanmogamer,

Thank you for your reply. I have tried to file a claim with UPS but got following answer finally. 

"Since this shipment was created through eBay, you would need to have eBay process the claim for payment and we will pay the and you would need to make arrangements with them on a refund or a replacement. "

Is it the procedure? 

Thanks,

Jeffrey 

[mega-ma-roo]

The information I quoted above is the process eBay says should be used. Did you add the alternate payment method?

You can contact eBay to see if they have any other advice:
To contact customer service use this link:
https://www.ebay.com/help/contact_us?id=4002&st=10

You can have them call you or use live chat.

[dcdyd]

Thank you for the reply again. It looks to me that UPS has changed their policy. See the latest reply from UPS regarding the claim process. BY the way, I couldn't file claim at all as UPS website shows 'the claim cannot be filed’' .

"I have checked your shipment in our system, and it shows that your package was sent with an eBay account, since the package was sent using an eBay account, eBay is considered the shipper of this package.

At this point, I will kindly ask you to please contact eBay so they can file a claim for this package since all claims are settled with the shipper. Feel free to contact us back if you need additional assistance."

[dcdyd]

I tried multiple calls with eBay and UPS. Here is the latest status. UPS opened a case for me and asked me to complete the claim payment form online at link https://www.ups.com/claimdocs?loc=en_US. However the link requires ‘UPS Shipping Account Number’ for complete the process. Since I don’t have that I am stuck again. I called UPS which said that eBay should have it as I printed label on eBay. But eBay told me that they don't have it. DO you know anything about this ‘UPS Shipping Account Number’?

[mega-ma-roo]

Sorry, I was offline yesterday and just saw this. I don't know anything about this, but I will pass this along to eBay employees and see what I can find out.

[mega-ma-roo]

So I contacted eBay. They tell me the information on the help page on how to file a claim is accurate. They suggested you contact customer support for help. I would not have much faith in the telephone support in this case. I suggest you contact the team on Facebook/Twitter to see what they can do.

You can also reach them on Facebook: https://www.facebook.com/eBayForBusiness/
You can also reach them on Twitter: https://twitter.com/askebay?lang=en

[dcdyd]

Thank you for trying to help me. But I am really frustrated and exhausted. Sounds like a simple issue but it is stuck and goes nowhere. Guess I hit the lottery as nobody can understand my issue. I wish someone can just be sharing the screen with me so I can demonstrate it. I  have been using eBay for more than 20 years and this is the 1st time I felt helpless. 

[mega-ma-roo]

Wish I could have been more help. It's worth a shot sending a message to the Facebook team.

I have to ask though, did you follow the process shown here:
https://ir.ebaystatic.com/pictures/sc/pdf/UPS_Claims_Process_for_eBay_Sellers_2022.pdf

This is the specific process for eBay sellers. The email address used for UPS.com must be the same as your eBay registered email address. I think in your case you would follow the flow for lost packages. That asks specifically if you shipped through a third party ecommerce site. Check that box as you shipped through eBay. Be sure to fill in the alternate payment recipient so the check is sent to you.

[dcdyd]

Yes, I did. However when I enter the tracking number and click next, I get 'Cannot submit claim', as below,  which started this whole journey. 

[mega-ma-roo]

I'll pass this along again, but I'm not hopeful that I will get a different response. I have not seen any other messages of users having this problem. Sorry.

[dcdyd]

I appreciate your help. Will update with any outcome 

[dcdyd]

UPS customer service gave me a fax number and a mailing address for me to complete the claim as I can't complete it online without the UPS shipping account number.  

[mega-ma-roo]

Great. I hope that works out for you.