FILING A CLAIM WITH UPS WHEN ONLINE DOESN'T WORK & YOU CAN'T REACH A HUMAN ON PHONE

[jenijensong]

As a seller I take pride in my packaging when shipping.  I usually use USPS Priority mail and have very few problems but when an item is too large or too heavy I ship UPS.  I make sure now that I have insurance.  I printed a shipping label with Ebay then dropped it off at the UPS store.  The item arrived to the buyer shattered.  I finally got the buyer to send photos after suggesting they would have to return the item at their expense if I didn't get them in few days.  Once I did have the photos I realized UPS wanted specific photos for their claim all sides of the box, does the box have a strength marking on it pic of that, blah blah.  What is that all about?  Luckily as a seller I take pics of the box inside and out before I ship.  I needed them.  Then pics of the label, size and weight info.  Ok I got everything together ready to file claim online CANNOT SUBMIT YOUR CLAIM AT THIS TIME.  3 days I tried online.  So I called UPS at 2 diff phone #'s 800-742-5877 & 877-263-8772 and got the same automated run around never a human.  3 hours wasted.  So I went to the UPS store to manually file a claim as per Ebay no they don't do that unless you printed the label there.  But they told me a trick to use when calling that 1st #.  Press 0 and keep pressing 0 0 0 0 0 0 0 lol until you get a response like I am sending you to an agent and the phone starts to ring and someone then answers it.  It worked.  I opened a claim with UPS on the phone and then they sent me an email to upload the pics and info in my email.  I think it was so simple like pics@ups.com,  I had to put the tracking # in the subject line and I also included the claim # from Daniel (UPS) on the phone.  Now my claim has finally been filed after spending nearly 1 week on it.   For 100.00 dollars well I put in 300 worth of work, effort, time and stress.  But thanks to the UPS store telling me that trick I won't have to suffer through that repeated infinite circle of automaton again.  

[wastingtime101 · Accepted solution]

Sounds like you tried to file the claim directly with UPS which is not how it works when you purchase the UPS label through eBay @jenijensong. This eBay policy page lays out the process for filing a claim with UPS: (link)

UPS generally sends someone to pick up the package including broken item and all packing materials from the buyer. Most of the time they will cite poor packing and deny claims. Be prepared for that.

[jenijensong]

Hi:  Oh thanks.  Yes I tried to file a claim with UPS on website as instructed by Ebay lol.  Ebay policy page? Never heard of that.  OK.  I appreciate the input that helps a great deal.  TY.

[jenijensong]

Oh well ty but I clicked the link read the article and it takes me to the same place I tried to file the claim and was rejected.  Ebay told me that UPS was having a glitch in their system with my particular error message.  I don't know.  But yes I did try at that location and was unable to file there.  TY though.  

[wastingtime101]

At the top of every eBay page you'll see a help & contact link. You can search for any topic there. It links to the policy & help pages.

If you can't find what you're looking for, come here to ask questions. This forum is generally more informed than eBay's overseas CS reps.

Even though you already sent your info to that UPS e-mail address, I suggest filing a claim through the process outlined on the eBay help pages. Good luck with it @jenijensong.

[jenijensong]

TY for your help.  I was able to file the claim after calling the phone # and continuously pressing 0 until I got someone to pick up.  Then my claim was denied but I called back, appealed and was approved in 24 hours.  I found that I was lucky I had enough photos of the box and item to cover the grooling inquest lol.  TY for your help.  Sincerely, Jeanette

[jenijensong]

Hi:  TY for your help.  The claim has been approved and I am all set.  I did exactly what you are saying in your commentary but my claim still would not file it said "You cannot file a claim at this time".  So I had to call.  Ebay said UPS was having a malfunction online lol and UPS said they would file it over the phone.  They sent me the link in my email to give them info and upload photos.  They denied me the 1st time but I called back sent in an appeal and they approved my claim.  Sincerely, Jeanette

[comic-concollectibles]

When you purchase insurance, do you generally choose insurance through the company you are shipping with? I do not, but I generally only use USPS. When I have the option to purchase insurance, I only use ebay's insurance. I think it's called shipcvr or ship cover. It has a more reasonable rate and the last time I made a claim through them I received my funds back within 24 hours, no questions asked. Try that option next time if it's available. USPS has a horrible insurance system as well. Their free insurance with priority mail is just about what it's worth when you finally have to file a claim and jump through all their hoops. 

[obstaclegirl5234]

When things get broken in transit it seems all of them now USP FedEx USPS all want pictures from the buyers if your buyer doesn't send them too you sellers to file claims are out of luck.  This is not good we as seller have to depend on buyers to get our money back yet we have to offer a full refund and provide in some cases a prepaid return label that cost money out of pocket to get a broken item back seems crazy.  I have not found a good insurance to purchase that will keep things simple after all we paid extra for insurance and they try their best to discourage us from filing a claim by making things full of hassle and most important time in some cases hours.. Ship cover is even worse when it comes to lost packages.  Ship cover is a joke to wait 30 days to file a claim for a lost package allowing for an item to show up yet Ebay makes sellers send a full refund within 6 days of an" item not received case" so we have to wait over a month up to 2 months to get our money back.  Besides I HATE that they email the buyer to confirm if they actually got it or not. USPS does not do that.  It should not matter if tracking doesn't show delivered it is up to the insurance company to pay not email our buyer.  Besides buyers can lie.  My claim should not be in the hands of the buyers response. If they don't respond sellers have to wait another 15 days almost 2 months to get refunded to paypal who uses paypal anymore Not me.  USPS sends a check and doesn't email our buyers.  Ship cover employee said they don't send the buyer the email ebay does and ebay says they don't send the buyer an email ship cover does  What a JOKE!!

[freshani]

I was getting so frustrated trying to file the claim, just like you. I followed your steps and got a human!! Thank you for posting this!!!

[mb300e4m]

eBays page in the link says to use the online UPS Claim system. Well guess, what the effing claim system does not work!

[redlinear]

My experience has been.
If shipped through eBay with no added insurance.  Claims are a waste of time. IF by chance you do get reimbursed, the time it took would have been better served doing something else and taking the loss.

If shipped through eBay with added insurance.  50/50 chance. It's easy and not much time involved. But, if declined, accept it and move on.

If shipped direct with the carrier, with no added insurance, and the claim is for less than $100 (usually paid).

If shipped direct with the carrier, WITH (or without) added insurance, and the claim is for more than $100 (automatically declined).  And fighting it further will get you nowhere.

[newporttreasuresii]

Well played since the new year they have gone ROUGE AI NO CLAIMS unless you work for it most will give up at $100 that is the game WELL PLAYED! 

[brjunco]

Getting a hold of UPS customer service online/in person is impossible..... (Just to file a Damage Claim)

UPS Major Technical Issue without being resolved NOR Corrected * wish someone has a solition.

ebay can't help * Neither your local UPS Store * LAST TIME I EVER SHIP VIA UPS

You/We are not the only ones that are Super Totally Confused * NO customer service left in this world

[brjunco]

Per/UPS we cannot submit your claim at this time. Please make sure your information is accurate.

Otherwise contact your channel partner (UPS:E040 (UPS:E022)

SOLUTION: UPS Claim MUST click on e commerce with (your) ebay email address

Claim went through UPS * It's a MIRACLE

I now ship Large/Heavy items through FedEx ONLY.

ebay customer service is un-aware of this correct procedure; neither is UPS aware of this correct procedure.

HOPE this HELPS ebay seller's shipping via UPS with Damage and/or Lost Package(s)

(FACT: There is NO Personal Phone Contact available at UPS)