Two questions about broken mirror "return to shipper"

[alwaysthelowestprice]

Sold a mirror and shipped it via UPS through eBay. It was just returned to me with a "return to shipper" sticker. Turns out, UPS broke the mirror. It was packaged very well IMO & had 3 "Fragile" stickers all around it. I also have had zero contact from the buyer about this.

My questions are, can I file a claim with UPS for the damage, and how do I go about taking care of the order on eBay since the buyer hasn't started a claim?

[wastingtime101]

If the label was purchased through eBay, there is a specific process for filing a UPS insurance claim which you can find here:

https://www.ebay.com/help/selling/shipcover/shipping-insurance-shipcover?id=4643#section3

[bashort]

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@alwaysthelowestprice wrote:

Sold a mirror and shipped it via UPS through eBay. It was just returned to me with a "return to shipper" sticker. Turns out, UPS broke the mirror. It was packaged very well IMO & had 3 "Fragile" stickers all around it. I also have had zero contact from the buyer about this.

My questions are, can I file a claim with UPS for the damage, and how do I go about taking care of the order on eBay since the buyer hasn't started a claim?

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The problem with insurance claims is that the buyer has to participate and most do not want to, at best you will have to send a return label or refund soon regardless of how your claim goes

[kensgiftshop]

I'd give the buyer a full refund, then open a case with UPS.

[alwaysthelowestprice]

Attempted to file a claim and got a message saying a claim has already been opened on this tracking. Does that mean the buyer started a claim, or did UPS start it themselves since it was RTS?

[wastingtime101]

UPS would not voluntarily start a claim.

It would be difficult for the buyer to start a claim if the label was purchased through eBay, as the claim has to be filed through UPS using the same email that's tied to your eBay account.

Contact UPS and see if you can get any info on the claim - when it was filed and by whom.

You're having really bad luck with mirrors lately. Let's hope it doesn't last 7 years.

[tobaccocardyahoo]

UPS and other shippers decide whether it was packaged to their standards, and Fragile stickers do not make up for any packaging flaws.

Shipcover is somewhat more tolerant.

[inhawaii]

I carefully read your post.

Did the package actually reach the buyer and the buyer returned it -or- did UPS decide to return it to you because of the damage?

[alwaysthelowestprice]

Reason for return: Receiver did not want, refused delivery

[wastingtime101]

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@alwaysthelowestprice wrote:

Reason for return: Receiver did not want, refused delivery

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Technically speaking, the buyer voided their MBG coverage for a non-receipt claim.

But not for a not-as-described return (unless there's something about that in the non-public policies).

Since there has been zero contact from the buyer you have no way of knowing if they refused delivery because they didn't want it, or if they refused delivery because it was damaged.

Was the outer box damaged? Could you hear broken glass or did you have the mirror masking-taped to avoid loose pieces in case of a crack or break? Were there any damage stickers applied by UPS?

[alwaysthelowestprice]

I reached out to UPS via chat. I was told a claim was already opened for the tracking I provided them. They told me the shipper was EU4RIC. I told them I have no idea who that is but it's not me. They couldn't tell me if it was the receiver that opened the claim but I messaged him as well and he said it wasn't him. They then told me the claim was denied, reason being only the outer packaging was damaged, whatever that means. I told them I have photos of the package with the entire top piece of the package missing, and regardless I never got to open a claim so not sure what is going on. They told me to call the 800 number and say Investigation. I tried that as well but it wasn't directing me to an actual person. I have to call again today to see what the hell is going on. I am so very confused. I refunded the buyer since he obviously didn't receive the package and figure I'd save myself from him starting a claim. 

[toysaver]

"It was packaged very well IMO"

Unfortunately, your opinion has nothing to do with it.  Were there several layers of bubble wrap?  I'd even use recommend a double box with styrofoam board.  Would you have felt comfortable dropping it a couple times?  If you do file make sure to photograph how you packed it.  Fill out the form and see if you meet the guidelines.  

Packaging Advice and Tips | UPS - United States

[toysaver]

I just wanted to add if you shipped this UPS for $19.99 you will likely be charged extra shipping fees.  

[isaiah53-57]

I work  at UPS as a part time supervisor - Had a driver bring a box in the office about 2.5' x 3' x 4". You could hear the broken glass with a little shake - I took hold of it and the card board was soft and squishy - the kind of box you would likely ship poster board or cloth or paper products in rather than a fragile item - I am pretty sure that person, for some reason, also thought it was a good pack job.

There are a lot of items moving through the system that get pushed up against each other - 50lb boxes, 100 lb boxes, up to 150lbs - Any fragile item you ship through UPS needs to be well packed to protect against contact and pressure.

That said, I would call the 800 number and start a claim for damage...Good luck to you