Expensive Sketchy Return

[southbendsales]

I shipped a piece of 88 pound medical equipment on a pallet. 29 days after it had been delivered the buyer is sending a picture of the item damaged severely in a very worn out box. The buyer opened by saying hi we are foreign shipping company and one of our customers ordered this and showed up damaged. He is claiming he did not send the package yet but noticed the damage when checking for model number before shipping (there is no model number) I asked how it arrived damaged like that on a pallet without noticing. He claims the neighbor got the package by mistake and brought it over and it did not come on a pallet. I added pictures and receipt of my ups purchase along with tracking. They are claiming ups took the package off the pallet and also altered the box and label. I believe they got the item, shipped it off the pallet out of the country to save money and when it arrived to their customer 28 days after they had received it their customer received it broken. 

[southbendsales]

He already filed for arrived damaged, what about all the other factors to the return? Him saying a neighbor received it first and hand delivered it not on a pallet. Then didn't notice it was damaged until 28 days later even though the box is smashed and not in any way the condition it was shipped. I'm sure ups didn't take the pallet off and switch boxes the deliver to the wrong house.

[southbendsales]

This is how he is saying his neighbor deliver it as opposed to the picture I provided with a date on my phone as the same day label was printed and I uploaded the shipment information with the weight. 

[threshold.sales.group]

UPS freight is a union shop, so I think the odds that a palletized shipment would be taken apart are slim to none. You'd need to pay for that service and it would be noted on the BOL. Per contract, the driver will only move the pallet to the edge of the trailer and then it's yours. If you don't have a dock and need a lift gate that'll be extra too. 

[myescape · Accepted solution]

ebay will not accept your photo off how you shipped as evidence,ups delivering to neighbor is not unheard of(they make mistakes and if was nor direct sig required  receiver allow can delivered to neighbor if they are not in) an waiting til day 29 is within policy

can you enlarge photo to see return address on label?

[southbendsales]

I completely agree with that, I only added the photos because abayas customer service asked me too. And what about the weight being 30 pounds over the product weight from the pallet and him claiming its just arrived in a box. There's an angle against every point he brings up. 

[southbendsales]

And there is no return address on the pictures he sent us of the box that's why he is claiming ups changed our labels also

[sharingtheland]

He already filed for arrived damaged,

You mean he filed a claim with UPS, correct?  Not with ebay.

[sharingtheland]

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@sharingtheland wrote:

He already filed for arrived damaged,

You mean he filed a claim with UPS, correct?  Not with ebay.

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Oh, so sorry I missed this:  

He has not asked ebay into help and this case has been ongoing back and forth about 10 days.

Ignore the guy.  There is no "case."   If he files with ebay - supposedly not possible at this date but it's ebay so who knows - then come back here for advice.

[marinermikes]

UPS has no thing to do with this. This item was damaged in transit across the ocean. 

Seller shipped the item to the freight forward company, That's where UPS ends it's involvement. the frieght forward company then shipped it to where ever the buyer is. This is suppose to be the frieght forward companies problem now because they didn't report any damage before they shipped it.

This has been my complaint about a few of these shipping companies. They figured out a way to have the seller be responsible for insuring it to its destination. All they need to do is file a claim with Pay Pal. Yea they have to pay return shipping but I'm sure the company that shipped it to them will help with that. 

OP where ever your buyer is, if you know, that's where your item is.

If they file a Pay Pal claim within one hundred and eighty days and win they have ten days to print a return label from where you sent it.  After that they are permitted to take forever to get it to the carrier. In my case it was twenty days!

[dtexley3]

@southbendsales 

Sorry this is happening.  

If the buyer files for a return through eBay, call CS and have them review the messages that show this item was reshipped after it was delivered to the address you shipped it to.

If the buyer files a return request through Paypal, tell them to return the item for refund.  The BUYER must pay for the return shipping.

Otherwise, ignore them.

[webwanna]

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The case of the disappearing pallet....  quite the mystery.   If you got all the details about them using a different box, different label in the case notes you should win the case.  How did you print your label... using Ebay? If so, the label itself proves it.  

Personally, my approach would be to state you shipped the item on a pallet, in a different box, with an Ebay printed label.  The buyer obviously modified the item for some purpose... most likely because they are a re-shipper.  Get as much detail in the case notes.

[threshold.sales.group]

You might want to remind him that on an LTL shipment the label on the box is almost meaningless.  The shipment is routed via the bill of lading.    

[threshold.sales.group]

Op, I would also reach out asap to UPS freight and have them pull the delivery receipt. Let the delivery terminal know what being claimed. Plus, somebody signed for that original shipment and it would be interesting to find out who it was. LTL carriers don't leave boxes at the front door or with a neighbor.  

[southbendsales]

He is back pedaling hard on the shipping overseas now. After I poked about it going to the other seller he is sending messages in all calcals and broken English saying NO WE DIDNT SEND ITEM YET

[southbendsales]

Saying I'm KARLA FROM OPA LOCKA FLORIDA, when the original message said Jorge and a phone number from a different state and not matching the one on the order