Caught between UPS and eBay regarding item destroyed during shipping

[surveyor9231]

In mid September I sent framed artwork  to my purchaser using the UPS shipping option offered by eBay.   The Item was damaged by UPS prior to being delivered to purchaser. I was not notified by UPS, the purchaser called me to check on delay. When I called UPS they said the package had been damaged and a claim had been opened. They stated the package was being returned to eBay. When I asked why eBay, they said eBay was the shipper.  It took 5 days and numerous calls between UPS and eBay to have the package returned to me. The package was returned less all of the packing materials, with the glass broken and the limited edition artwork destroyed. The shipping box had been opened and was wrapped in shrink wrap with bold red letters stating "Not eBay".

UPS told me once the package was returned I could complete the claim for damages. They emailed me the claim information which stated that the item upon inspection it was determined the item had been improperly packaged and that UPS would not be responsible for the damage. I contacted UPS they said that I could not file a dispute as the shipper was eBay. I contacted eBay who said that the relationship with UPS was new and that obviously training was still needed. I was instructed  to file a claim with UPS using a form and email address from eBays website. I did this and when I called UPS over a week later to check the status I was told they could only speak with eBay regarding the claim dispute.  

I called eBay for help and have been on the "customer service merry go round" for 2 weeks.  I was just disconnected while waiting 56 minutes for a manager.  I was still being told by eBay that I would need to call UPS and UPS says I need to call eBay!! All I am receiving from eBay is apologies and broken promises.  

In the meantime I have had to refund the purchaser (over $500) and my once good opinions of both companies is forever changed. 

I ma just not sure how to proceed.

Item ID: 223896511012

[comics-scifi-collectibles]

@surveyor9231   

If you filed the claim using the instructions below and the claim is not working then I'd keep calling UPS and ask for a supervisor.  

Filing a UPS claim

If you purchased your UPS label through eBay, the maximum liability coverage for shipments is up to $999 in value. Items that are worth $999 or less can be claimed if something goes wrong with your delivery. Here's how:

If your parcel is lost or missing: 

1. Download and and fill out the Loss Claim Form. 
2. Email the completed Loss Claim Form to claiminformation@ups.com with the subject line "Customized eBay Claims Support".

Once you submit your claim, an investigation will be conducted by UPS to try to locate the package. If the investigation is unsuccessful, you'll receive notification with next steps to file for payment. 

If your parcel is damaged: 

1. Download and fill out the Damage Claim Form. 
2. Email the completed Damage Claim Form to damageexceptiongroup@ups.com with the subject line "Customized eBay Claims Support".
3. Once you submit your claim, a damage inspection will be conducted by UPS. If the result of the inspection determines the carrier is at fault, you'll receive notification with next steps to file for payment. 

For all damage claims, the damaged item, packaging, and all contents must be retained until the claim is resolved.

If you didn't purchase your UPS label through eBay, you'll need to file a claim with UPS directly. 

Loss and Damage Claims are subject to the UPS Tariff/Terms and Conditions of Service in effect at the time of shipping.

[surveyor9231]

i did use the form and information you shared.

I did speak with a UPS manager in the damages department. He stated that he can not speak with me as the account I used for shipping belongs to eBay.  I told him that eBay states otherwise. 

I have spoken with eBay (supervisors) and they promise to look into the issue and contact me but that hasn't happened.

[pow556029]

I experienced this exact problem once almost 30 years ago...
Same companies too, ebay and UPS...
The product shipped was an electric scooter, the version for adults with mobility issues, it wasn't a toy.
It got destroyed somehow, I'm still not sure how or why but the controls were damaged beyond repair...
UPS washed their hands of it by stating "improperly packaged" and of course ebay could do nothing.
There was glad-handing, UPS saying it was ebay's problem and vice versa, dealt with that.
I even had one of their supervisors come out to our location and she came out with a clipboard that she kept looking at and marking off checkboxes while she repeated the same 2-3 stock canned answers over and over like a parrot and with a fake smile plastered to her face, she didn't even look at the packaging or the damage.
It was infuriating, we lost a lot of money on it but they don't care.

[ewqx1852]

have they ever responded to you? cuz these mfs doing the same trhing to me w a 100$ + item and usps supervisors arent replying and ebay doesnt seem to be helping either. 

[surveyor9231 · Accepted solution]

Both EBay and UPS put the responsibility on each other. The item was a piece of art, framed and triple matted. Sold for around $300. I personally packaged the item in reinforced cardboard with bubble wrap. UPS claimed it wasn't packaged appropriately. I used EBays procedures for shipping and their recommended shipper. Packaging was "top notch". EBay failed in ownership. Not using EBay anymore.

[kh-vince]

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.