Damaged Parcel

[caminocielo]

I sold an item that, because of its weight, size, and value, I entrusted to a business offering packing and shipping (by UPS Ground).  Although traveling only from North Carlina to Vermont, the cost of packing, shipping, and insurance was over $700.00.  Because the large carton in which the item shipped was ripped open and the item exposed, the buyer refused to accept delivery.   In the view of the buyer, the item had been poorly packed.  Evidently, it'd been mishandled as well.

I sold an identical item fifteen years ago, had it professionally packed (by a firm different than the one I used this time), and it arrived at the buyer's address undamaged.  

The item was fully insured, although recovering any portion of the substantial cost of packing and shipping seems doubtful.   Can anyone recommend a course of action?  In more than fifteen years selling on eBay, haven't encountered this issue before.

[inhawaii]

I don't think you have too many options.

Pursue a damage claim with the carrier.

[caldreamer]

EBAY holds seller responsible if item is lost or damaged in shipping.   Only option is to refund the customer and file a claim with UPS.   UPS requires photo of damage and may require in person evaluation of the packaging.  Sounds like company who hired to pack your item did a horrible job.   I cannot believe package was torn open when only being shipped to nearby state.

You mentioned that you insured this package.    Did you insure it and print label on EBAY?   EBAY insurance is handled by ShipCover (they are very, very good about paying for damages).   No questions asked.

Next time I would package items yourself with tons of bubble wrap and "double box" (box inside a box).   I have used this method and never had a problem even coast to coast.

[caminocielo]

Because I hadn't any shipping cartons large enough or sturdy enough to ship this heavy item, I had to have it packed by a business offering packing and shipping.  As such, I didn't get the shipping label or insurance through eBay (I do for all of my parcel of manageable size). 

It was the UPS driver delivering the parcel who recommended that the delivery be refused.  The buyer has sent me pictures and the last UPS tracking entry read, "The receiver refused, the package appeared to be damaged.  UPS will notify the sender with the details".  

[albertabrightalberta]

The buyer should not have refused to accept delivery.

Is it being RTS (returned to sender)? 

[caminocielo]

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The buyer should not have refused to accept delivery.

Is it being RTS (returned to sender)? 

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So far, I've no information other than that provided by the buyer (and the last UPS tracking comment). 

[mam98031]

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@caminocielo wrote:

Because I hadn't any shipping cartons large enough or sturdy enough to ship this heavy item, I had to have it packed by a business offering packing and shipping.  As such, I didn't get the shipping label or insurance through eBay (I do for all of my parcel of manageable size). 

It was the UPS driver delivering the parcel who recommended that the delivery be refused.  The buyer has sent me pictures and the last UPS tracking entry read, "The receiver refused, the package appeared to be damaged.  UPS will notify the sender with the details".  

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It was something the buyer had a right to do, whether or not the UPS driver told them it was an option.  I sure would not have accepted such a large package that was torn up.  I would however take pictures of it.

If you haven't received pictures of the package, you might check with UPS because they also take pics.

Look at your receipt from the place you had package it.  Did you pay them for insurance on the way they packaged it?  Did you have the contents insured when you purchased the shipping label?  Is UPS returning this shipment to you?  If so, did they secure the contents if the packaging is damaged?

[mam98031]

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@caminocielo wrote:

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The buyer should not have refused to accept delivery.

Is it being RTS (returned to sender)? 

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So far, I've no information other than that provided by the buyer (and the last UPS tracking comment). 

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You need to contact the carrier first thing tomorrow and find out what is going on with your item.

[mam98031]

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@albertabrightalberta wrote:

The buyer should not have refused to accept delivery.

Is it being RTS (returned to sender)? 

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I don't think I would have accepted it.  Not a large package like that.  But as a buyer I sure would have taken pictures of it before letting UPS carry it away so I had proof for Ebay on why I refused delivery.  But with that said, UPS should have pics of the damaged package.  They take pics when delivering it.

[caminocielo]

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@mam98031 wrote:

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@caminocielo wrote:

Because I hadn't any shipping cartons large enough or sturdy enough to ship this heavy item, I had to have it packed by a business offering packing and shipping.  As such, I didn't get the shipping label or insurance through eBay (I do for all of my parcel of manageable size). 

It was the UPS driver delivering the parcel who recommended that the delivery be refused.  The buyer has sent me pictures and the last UPS tracking entry read, "The receiver refused, the package appeared to be damaged.  UPS will notify the sender with the details".  

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It was something the buyer had a right to do, whether or not the UPS driver told them it was an option.  I sure would not have accepted such a large package that was torn up.  I would however take pictures of it.

If you haven't received pictures of the package, you might check with UPS because they also take pics.

Look at your receipt from the place you had package it.  Did you pay them for insurance on the way they packaged it?  Did you have the contents insured when you purchased the shipping label?  Is UPS returning this shipment to you?  If so, did they secure the contents if the packaging is damaged?

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The buyer took three pictures and sent them to me.  

I'm not sure what you mean by "insurance on the way they packaged it".  Do you mean insurance against their incompetence?  The contents were insured for the full value.   I've heard nothing from UPS, but tracking shows the parcel (what's left of it) is being returned to the shipper (not me).  I'll have to send the buyer a full refund before this matter is settled.  

[mam98031]

The buyer took three pictures and sent them to me.  

I'm not sure what you mean by "insurance on the way they packaged it".  Do you mean insurance against their incompetence?  The contents were insured for the full value.   I've heard nothing from UPS, but tracking shows the parcel (what's left of it) is being returned to the shipper (not me).  I'll have to send the buyer a full refund before this matter is settled.  

You are not familiar with what insurance is on shipping?  At the time you were preparing the shipping label you had the opportunity to purchase insurance on the package too.  Did you do that and if so have you put a claim in for this damage?

When you went to the UPS store or where ever it was you took the item for packaging.  Did they offer insurance for their work they did for you?  If so, did you purchase that insurance?

Who is the shipper if not you?  The people you hired to package the item?  If that is the case, did you contact them to tell them the problem?  If not you should.  They and you need to know the status of that package and you need to get the insurance claim filed.  You have pictures to present.  

Would you mind posting the pics here.  Make sure you black out any address to your buyer if that appears in the pics.

[pikabo-icu]

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@mam98031 wrote:

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@albertabrightalberta wrote:

The buyer should not have refused to accept delivery.

Is it being RTS (returned to sender)? 

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I don't think I would have accepted it.  Not a large package like that.  But as a buyer I sure would have taken pictures of it before letting UPS carry it away so I had proof for Ebay on why I refused delivery.  But with that said, UPS should have pics of the damaged package.  They take pics when delivering it.

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@mam98031 

But doesn't refusing delivery negate the buyer's MBG? Per the policy?

The buyer refused delivery of the item

Covered: The item arrived with shipping cost still owing because the seller didn't apply enough postage Not covered: The buyer refused delivery for any other reason If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing.

[mam98031]

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@pikabo-icu wrote:

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@mam98031 wrote:

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@albertabrightalberta wrote:

The buyer should not have refused to accept delivery.

Is it being RTS (returned to sender)? 

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I don't think I would have accepted it.  Not a large package like that.  But as a buyer I sure would have taken pictures of it before letting UPS carry it away so I had proof for Ebay on why I refused delivery.  But with that said, UPS should have pics of the damaged package.  They take pics when delivering it.

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@mam98031 

But doesn't refusing delivery negate the buyer's MBG? Per the policy?

The buyer refused delivery of the item

Covered: The item arrived with shipping cost still owing because the seller didn't apply enough postage Not covered: The buyer refused delivery for any other reason If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing.

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You are absolutely correct.  But you are allowed to refuse a package if postage is due on the shipment and not lose your buyer protection.  I would think with proper evidence the significant damage on a large package would be honored by Ebay too.  Which is why I said if it were me, I would refuse the package but only after taking pics so you could prove what you are saying.  And I'd likely contact UPS so I could get their pic or pics as well as they day pics at the delivery too.

The OP has said that the buyer did take 3 pics that they shared with them.  I'm hoping the OP will post them.  I did ask.  

[az93]

I have certainly had rough handling of packages that arrived all banged up but the item was fine. You just say the item was exposed. I interpret that as visible. So was the item actually damaged, so badly damaged that the buyer doesn't even want it?

[pikabo-icu]

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@mam98031 wrote:

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@pikabo-icu wrote:

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@mam98031 wrote:

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@albertabrightalberta wrote:

The buyer should not have refused to accept delivery.

Is it being RTS (returned to sender)? 

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I don't think I would have accepted it.  Not a large package like that.  But as a buyer I sure would have taken pictures of it before letting UPS carry it away so I had proof for Ebay on why I refused delivery.  But with that said, UPS should have pics of the damaged package.  They take pics when delivering it.

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@mam98031 

But doesn't refusing delivery negate the buyer's MBG? Per the policy?

The buyer refused delivery of the item

Covered: The item arrived with shipping cost still owing because the seller didn't apply enough postage Not covered: The buyer refused delivery for any other reason If a package arrives empty or was damaged in transit, the buyer should accept the delivery and report that the item doesn't match the listing.

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You are absolutely correct.  But you are allowed to refuse a package if postage is due on the shipment and not lose your buyer protection.  I would think with proper evidence the significant damage on a large package would be honored by Ebay too.  Which is why I said if it were me, I would refuse the package but only after taking pics so you could prove what you are saying.  And I'd likely contact UPS so I could get their pic or pics as well as they day pics at the delivery too.

The OP has said that the buyer did take 3 pics that they shared with them.  I'm hoping the OP will post them.  I did ask.  

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I understand..

I wouldn't want to accept delivery on that either but there's no way to prove the item itself is damaged and not just the box, unless you accept delivery and check. eBay's MBG doesn't cover the packaging LOL.

Since it mentions "damage" by name, I would be too concerned I would negate my MBG privileges. 

But that's just me.. I wouldn't want to accept the package but I would just to be sure.