eBay

newventuresresearchcom · ‎06-26-2023

Hello,

I have an coffee machine that was purchased that apparently arrived damaged/leaks now. I had full insurance with UPS. The buyer filed a return prior to contacting me at all about it. The item is no returns. It took several days for the buyer to even get me any substantive pictures to show the actual issue after filing the return request. There is now only a few hours remaining to process the return. I was only able to file the damage claim with UPS a few minutes ago. How am I supposed to complete this?

fern*wood · ‎06-26-2023

@newventuresresearchcom wrote:
Sorry that was your experience but ebay is not a retailer. It is literally just a website hosting for commerce. Their entire sales pitch is basically making the market in effect to streamline it for buyers and sellers. If they cant sell for the sellers and provide a reasonably clean buying experience (like search/suggested items) it doesnt have a value proposition over any number of other places to sell/buy. Each of the individual seller accounts are in effect the 2nd market vendor. Part of the entire point of ebay is you can see what type of sale terms there are and decide what you want to do which allows more freedom in the economics of deciding a price point. You want something gone as a business and cant deal with returns? Drop the price, list no returns. The buyer wants to take that "risk," which generally in my experience is very minimal, for $300 off msrp then they do that and deal with not having returns. Otherwise they can pay $700 for typically the same thing in the context of a vendor with 100% positive feedback vs MSRP with less than 100% reputation.

You can hope that your buyer isn't familiar with the money back guarantee and this might work out for you.

newventuresresearchcom · ‎06-26-2023

😂

house*of*paws · ‎06-26-2023

@newventuresresearchcom wrote:
This is not at all what the claim portal indicates nor what UPS support staff stated. They mail a check to the party selected. You can file as the buyer/receiver.

@newventuresresearchcom

Many of us who answer questions on eBay's Community Boards have been volunteering for many years ... and have been reading tens of thousands of posts detailing what actually happens ... as opposed to what we're told happens.

[I just noticed that eBay has changed it's 'Site Map' (yet again) so that we can no longer 'search' for Help topics. I tried to find what eBay is actually saying about filing insurance claims ... and have yet to find it. If you've found written policy stating that buyers can file insurance claims, I'd appreciate a link ... as I value accuracy totally and would hate giving an obsolete answer.]

dryophelia · ‎06-26-2023

@newventuresresearchcom

Further the buyer has multiple avenues of recourse such as...... filing the damage claim with the carrier.

Your buyer is not a customer of UPS.
Depending how you got the UPS label, you might not even be their customer.
If you printed your shipping label through eBay, eBay is the customer and therefore, they will only deal with eBay.

Should you take too long, the buyer could go through their credit card for a chargeback.

fern*wood · ‎06-26-2023

I'm not familiar with UPS, but I believe either party can file a claim with USPS, but why would a buyer? A buyer that understands the money back guarantee does not need to do that work. If I buy, I will help a seller, but I'm filing a return through the money back guarantee. So, all I can imagine is that ebay rep you spoke with thinks a buyer won't bother filing for their refund through ebay, but I've never encountered that in my dealings. Thankfully, I've only had a handful of shipping damage issues, but I've handled them all myself as the seller. I never want to let a return hang out there for ebay to handle.

dqdistribution · ‎06-26-2023

Partially correct.

They will deal with the seller, ebay has a power point on the help section telling sellers how to fill out claim.

The rest is right. The buyer didn't purchase the label, and the claim process doesn't apply to them.

Buyers are insured by eBay MBG and their CC policies.

Seller is insured by possible shipping insurance coverage (mainly lost items, carrier typically blames seller for damaged items)

reallynicestamps · ‎06-26-2023

ebay has a power point on the help section telling sellers how to fill out claim.

Could you provide a current link? Apparently the Site Map doesn't lead there anymore.

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

 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.

dqdistribution · ‎06-26-2023

This may help you.

https://www.ebay.com/help/selling/shipcover/shipping-insurance-shipcover?id=4643

newventuresresearchcom · ‎06-27-2023

I definitely wont bother buying UPS shipping insurance as it is a scam. Probably wont ever ship with them again until there is some type of improvement. Additionally eBay support is basically less than useless, confirmed.

stainlessenginecovers · ‎06-27-2023

@newventuresresearchcom wrote:
I definitely wont bother buying UPS shipping insurance as it is a scam. Probably wont ever ship with them again until there is some type of improvement. Additionally eBay support is basically less than useless, confirmed.

ALL forms of 'shipping' and 'shipping insurance' are basically USELESS when it comes to 'damaged' items as

a.) most times, the package is NOT damaged

b.) on eBay, UPS and Fedes are THIER account making 'claims' MUCH tougher

c.) Basically, if an item is 'damaged' ; you refund the customer or have them return (for no other reason than knowing they are not lying and get to keep a perfectly 'fine' item).

d.) Know that 'damaged' happens MUCH MORE OFTEN on 'USED Electronic Items'; as just like used car, there are 1000's of parts that can GIVE OUT in any moment.

Also because items get 'thrown around' from truck to conveyor to basket to conveyor to truck to plane to etc. etc and can EASILY get damaged. Items need to be able to withstand being thrown off a 3rd Floor Balcony onto the parking lot below. Other than that, it's a 'gamble' at best.

fern*wood · ‎06-27-2023

@newventuresresearchcom wrote:
I definitely wont bother buying UPS shipping insurance as it is a scam. Probably wont ever ship with them again until there is some type of improvement. Additionally eBay support is basically less than useless, confirmed.

So, how did this get resolved?

newventuresresearchcom · ‎09-24-2024

Ate the loss and haven't shipped anything with them since.

kh-cathy · ‎09-24-2024

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.