Filing a claim

[flyingpig]

The claim bot insists I can't file a claim on an item that was broken in shipment until the 8th. Now it's still telling me to wait until TODAY which is the 8th! Has anyone else had problems filing claims?

[soh.maryl]

Exactly what kind of claim do you need to file?

If it's an ITEM NOT RECEIVED CLAIM, you cannot open it til your purchase is at least a day or two overdue.

If it's an ITEM NOT AS DESCRIBED CLAIM, then you should be able to open it immediately.

[releasethekraken_1]

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@flyingpig wrote:

The claim bot insists I can't file a claim on an item that was broken in shipment until the 8th. Now it's still telling me to wait until TODAY which is the 8th! Has anyone else had problems filing claims?

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You're trying to file an "item not as described" claim, and it's telling you to wait?

If you had already opened the "not as described" claim, and you're at the "ask eBay to step in" phase, you have to wait until after the TIME when you opened the claim. If they say "com back in X days", they mean X 24-hour periods, so if you opened the claim at noon, you have to wait until noon to ask eBay to step in.

[north40sales]

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@soh.maryl wrote:

Exactly what kind of claim do you need to file?

If it's an ITEM NOT RECEIVED CLAIM, you cannot open it til your purchase is at least a day or two overdue.

If it's an ITEM NOT AS DESCRIBED CLAIM, then you should be able to open it immediately.

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I've not had to file a claim in years, but curious....if the OP is trying to file a claim for Damaged goods in transit, are they supposed to file a Item not as described claim or is there a separate damaged articles claim process that would be helpful to the seller to file a shipping insurance claim.  

[eleanor*rigby]

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@north40sales wrote:

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if the OP is trying to file a claim for Damaged goods in transit, are they supposed to file a Item not as described claim or is there a separate damaged articles claim process that would be helpful to the seller to file a shipping insurance claim.  

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Last time I filed for a return, there were eleven reasons from which to select. The first five are referred to, generally, as "remorse" returns. The last six are referred to, generally, as "Item Not As Described" (INAD) returns. Within the INAD category, the buyer can chose "arrived damaged," but the process would be the same no matter which of the INAD reasons the buyer selected.

[north40sales]

Thank you....

I'll have to see if I can menu travel on that a bit to see how detailed the damaged article return option is.  

Reason I asked is there seems to be a lot of posts regarding damaged goods and insurance claims, but no real consistency in how to handle them....almost if there is no standard procedure for a buyer and seller to follow for a successful conclusion for both.

[eleanor*rigby]

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@north40sales wrote:

I'll have to see if I can menu travel on that a bit to see how detailed the damaged article return option is.  

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Be my guest; however, as stated in my earlier reply, the process is the same for all six INAD reasons.

All six reasons lead to this screen:

Insurance claims are handled via whichever carrier was involved. eBay does not facilitate sellers' insurance claims, so their process would not be designed to address them.

[haha-607197]

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@flyingpig wrote:

The claim bot insists I can't file a claim on an item that was broken in shipment until the 8th.

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Does it say in your return request @flyingpig If you and the seller have not agreed on a solution by September 8, you can ask us to step in.

If so, the seller has all of September 8 left to accept your return and issue a prepaid return label. If that doesn't happen, then ONE SECOND after midnight Pacific time tonight, you can click Ask eBay to step in.

[releasethekraken_1]

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@north40sales wrote:

Thank you....

I'll have to see if I can menu travel on that a bit to see how detailed the damaged article return option is.  

Reason I asked is there seems to be a lot of posts regarding damaged goods and insurance claims, but no real consistency in how to handle them....almost if there is no standard procedure for a buyer and seller to follow for a successful conclusion for both.

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It's perfectly consistent. Insurance is irrelevant to the buyer. If the item doesn't match the description, for whatever reason, including damage during shipping, the case is handled in exactly the same way.

The seller can ask the buyer to assist with an insurance claim, but the buyer is not required to participate.

[north40sales]

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@releasethekraken_1 wrote:

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@north40sales wrote:

Thank you....

I'll have to see if I can menu travel on that a bit to see how detailed the damaged article return option is.  

Reason I asked is there seems to be a lot of posts regarding damaged goods and insurance claims, but no real consistency in how to handle them....almost if there is no standard procedure for a buyer and seller to follow for a successful conclusion for both.

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It's perfectly consistent. Insurance is irrelevant to the buyer. If the item doesn't match the description, for whatever reason, including damage during shipping, the case is handled in exactly the same way.

The seller can ask the buyer to assist with an insurance claim, but the buyer is not required to participate.

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That's the rub though.....the insurance claim needs to be filed (and possibly inspected by the postal investigator) in order for the seller to file a damage claim.   If the buyer is not required to participate, the seller stands a good chance of claim denial, especially if the buyer sends the return back which effectively closes the window for a damage claim.  

It would be nice if there was a specific process for a damaged in transit claim had to follow that would result in full refund for the buyer and insurance settlement for the seller.  

Perhaps one day....

[releasethekraken_1]

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@north40sales wrote:

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@releasethekraken_1 wrote:

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@north40sales wrote:

Thank you....

I'll have to see if I can menu travel on that a bit to see how detailed the damaged article return option is.  

Reason I asked is there seems to be a lot of posts regarding damaged goods and insurance claims, but no real consistency in how to handle them....almost if there is no standard procedure for a buyer and seller to follow for a successful conclusion for both.

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It's perfectly consistent. Insurance is irrelevant to the buyer. If the item doesn't match the description, for whatever reason, including damage during shipping, the case is handled in exactly the same way.

The seller can ask the buyer to assist with an insurance claim, but the buyer is not required to participate.

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That's the rub though.....the insurance claim needs to be filed (and possibly inspected by the postal investigator) in order for the seller to file a damage claim.   If the buyer is not required to participate, the seller stands a good chance of claim denial, especially if the buyer sends the return back which effectively closes the window for a damage claim.  

That's correct.

It would be nice if there was a specific process for a damaged in transit claim had to follow that would result in full refund for the buyer and insurance settlement for the seller.  

Perhaps one day....

That would be nice, but I doubt eBay would be interested in making things more difficult for buyers.

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[she123*123]

Ebay is just as full if crap as these fraud sellers they allow ..  to have a way to report these crooks & actually  speak with a live customer service representative..I'm not buying  off here ever again 

[brassdogsornaments]

Yes, I have had nothing but trouble.

[femmefan1946]

Bots are very OCD.

If you purchased at 5:55 pm, you won't be able to start the complaint until 5:56 pm.

[femmefan1946]

ZOMBIE THREAD FROM SEPTEMBER 2021.

The problem with zombie threads is that the information may be out of date and no longer accurate.

@she123*123 

The phone reps do not work for eBay so don't bother with them. They work for a subcontractor out of Utah.



https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.


https://twitter.com/askebay?lang=en


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.



The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.

While it would be best to start your own thread and get current information, a basic Not As Described /Arrived Damaged claim can be made for up to 30 days after delivery.

If that deadline is missed, it is still possible to Claim through Paypal or through a credit card chargeback, although if the seller demands return before refund, which is their right, you may be told to pay for the return shipping.