Having to recall a $700 UPS shipment

[lakefor94]

Buyer sent this message, "Hi can i reroute the delivery? (Happy to pay fee/tax diff). I cannot be at delivery address for 3 weeks."

I shipped this order same day, Friday, using eBay shipping. Received the above message an hour ago. I have intercepted the shipment and not yet responded to the buyer. I have not yet refunded.

I have done this before without any ramifications. What is kind of weird is that I just called UPS and got the shipment intercepted, no problem and the intercept already shows on tracking. Seems like anyone could call in and have a shipment returned to the shipper or perhaps have it re-routed. Is this the case? thoughts?

The UPS rep did at least take my name and phone number. I asked if the intercept would be billed to my UPS account and she stated that it was no charge. Not sure I believe that one. I asked if she was looking at my UPS account and she said no and that she did not have access. So this might sound like an overseas call center. Thoughts?

I did try to do the intercept thru my UPS account but you can only intercept packages there from which are purchased thru the UPS account.

[pburn]

@lakefor94 

Might ask whether the mods will move this thread to the Shipping board then, since it might get responses from other members over on that board. It really does seem to be more of a Shipping-board topic, when you think about it . . .

[dentalsales4u]

My first question was, are you sure it's the buyer who requested the re-route??

That's a ploy some scammers use is to have the shipment sent to a different address to steal the product.

As far as anyone being able to re-route, you need the tracking number and the original address it was going to. If you don't have that information, I don't think they would re-route the package.

That's how FedEx is. They verify the information and you better have it or they won't re-route it for you.

[lakefor94]

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@dentalsales4u wrote:

My first question was, are you sure it's the buyer who requested the re-route??

That's a ploy some scammers use is to have the shipment sent to a different address to steal the product.

As far as anyone being able to re-route, you need the tracking number and the original address it was going to. If you don't have that information, I don't think they would re-route the package.

That's how FedEx is. They verify the information and you better have it or they won't re-route it for you.

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The buyer certainly has that information

Yes, Buyer sent the message.  ---  Good question though!

eBay already picked up on the intercept as the item has been moved from Paid and Shipped and now only shows on the orders page.....

[wastingtime101]

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@lakefor94 wrote:

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We have some serious UPS gurus on the boards. One of them has an ID of @rftmr or something like that. 

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You mean @rfmtm?

You shipped using eBay's UPS account, correct? The eBay UPS and FedEx accounts are set up so that packages cannot be re-routed to a different address since the accounts are in eBay's name. Unfortunately, this has not prevented the issue entirely.

Although it's way less common than it used to be, we still hear the occasional story where a scammer buyer got a package re-routed to a different address.

A re-route (changing the recipient's address) is different from requesting the package is intercepted and returned to sender.

The rep said you wouldn't be charged for the intercept which is inaccurate if the intercept is successful (link). Sounds like the rep you got didn't know what they were doing.

"There is a fee for all types of requests except for packages that are redirected to a UPS location and held for the recipient to pick up. You’ll only be charged if your intercept request is completed."

I would put a pause on refunding the buyer until the package is back in your hands; it's too early to know if the intercept will be successful. Just because tracking says you requested the intercept, does not mean the package has been turned around already.

Communicate with the buyer and let them know it's not possible to change the address, but that you filed an intercept. Tell them you'll need to wait and see if the package can be successfully intercepted and returned to you, or if it gets delivered to the address the buyer provided at check out before you discuss next steps.

I wouldn't promise a refund at this stage because it's too early to know where that package will end up.

[lakefor94]

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@wastingtime101 wrote:

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@lakefor94 wrote:

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We have some serious UPS gurus on the boards. One of them has an ID of @rftmr or something like that. 

---

You mean @rfmtm?

You shipped using eBay's UPS account, correct? The eBay UPS and FedEx accounts are set up so that packages cannot be re-routed to a different address since the accounts are in eBay's name. Unfortunately, this has not prevented the issue entirely.

Although it's way less common than it used to be, we still hear the occasional story where a scammer buyer got a package re-routed to a different address.

A re-route (changing the recipient's address) is different from requesting the package is intercepted and returned to sender.

The rep said you wouldn't be charged for the intercept which is inaccurate if the intercept is successful (link). Sounds like the rep you got didn't know what they were doing.

"There is a fee for all types of requests except for packages that are redirected to a UPS location and held for the recipient to pick up. You’ll only be charged if your intercept request is completed."

I would put a pause on refunding the buyer until the package is back in your hands; it's too early to know if the intercept will be successful. Just because tracking says you requested the intercept, does not mean the package has been turned around already.

Communicate with the buyer and let them know it's not possible to change the address, but that you filed an intercept. Tell them you'll need to wait and see if the package can be successfully intercepted and returned to you, or if it gets delivered to the address the buyer provided at check out before you discuss next steps.

I wouldn't promise a refund at this stage because it's too early to know where that package will end up.

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@wastingtime101 

Yes, @rfmtm was to who I was referring.

Yes, used eBay's UPS account.

"Just because tracking says you requested the intercept, does not mean the package has been turned around already."     

 ----   True. Hoping I got to it early enough. Delivery was estimated by UPS to be Thursday, the 12th.

I communicated with the buyer, just now.

Thanks for the detailed information. Just was I was looking for.

[ms.rodriguez*]

Recall the product.  DO NOT REFUND until it arrives. Then I would refund MINUS the shipping cost.  I would hold off on relisting the item until the buyer arrives to the correct location.  You don't want a $700 item just laying around a lobby or maybe UPS will return it back to you if the buyer doesn't pick it up.   Look at how long the buyer has been here.  Are they new?  Do they have alot of feedback?  If they are new and have very little feedback, I would block them. I would relist this at a later date.  Definitely block the buyer.

[rfmtm]

The UPS option for intercepting or rerouting a package by anyone other than the shipper of record prior to the first delivery attempt, depends on whether the shipping account was set to restrict or enable the option on that particular shipment.  However, after the first delivery attempt, the recipient with a UPS account has all options available including redeliver, hold for pickup, return to sender, or redirect (forward) to another address. 

Not sure how ebay has their account set.  Will have to check whether shipper can now allow an intercept (return to sender), but still restrict a redirect (forward) to another address prior to the first delivery attempt.

Yes, there is generally a fee for any completed request, and you would have to have a UPS account to request any delivery change.

[lakefor94]

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@rfmtm wrote:

The UPS option for intercepting or rerouting a package by anyone other than the shipper of record prior to the first delivery attempt, depends on whether the shipping account was set to restrict or enable the option on that particular shipment.  However, after the first delivery attempt, the recipient with a UPS account has all options available including redeliver, hold for pickup, return to sender, or redirect (forward) to another address. 

Not sure how ebay has their account set.  Will have to check whether shipper can now allow an intercept (return to sender), but still restrict a redirect (forward) to another address prior to the first delivery attempt.

Yes, there is generally a fee for any completed request, and you would have to have a UPS account to request any delivery change.

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@rfmtm @wastingtime101 Sounds like there are a couple of black holes that could be found in the UPS shipment redirect processes.

From the UPS site when I was logged in, I did the chat and that worked into to a callback. I should have instructed the UPS Rep to make a note that there should be no redirects allowed, just the return to sender intercept that I filed. She was surely able to do the intercept and within a minute or so, I saw the intercept on the tracking details. Though she could not see any details concerning my UPS account.

The whole interaction with UPS felt very similar to eBay's help chain that involves the overseas contractors.

I may need to get in touch with an UPS account rep and see if they can transfer me to someone internal that could clarify the ins and outs these potential redirects by a receiving party.

No further additions to the tracking details have been entered but it looks as though the package had not been checked in at the next stop to the east coast. 

Many of us always have the antennae up looking for signals of scam. My further google vetting pinged a business owner that fit the description of the product. I have been in touch with the buyer and let him know of the intercept and said that I would keep him informed of the progress on the intercept. No matter how I slice it, I did not want the $700 order going to an unoccupied residence. It is a house. 

Thanks to all for the feedback on this issue. Other thoughts are certainly welcome.

[rfmtm]

Since you used ebay UPS, their account must be set up to allow an intercept, since you apparently were able to do one.  But it certainly would be foolhardy to allow a recipient to do a redirect prior to initial delivery.

The problem is I have seen redirects made, which only should be by authorization of ebay, yet ebay says they didn't authorize it.   Bottom line is, use you own account so you can control your shipments and deal directly with UPS when needed.

[lakefor94]

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@rfmtm wrote:

Since you used ebay UPS, their account must be set up to allow an intercept, since you apparently were able to do one.  But it certainly would be foolhardy to allow a recipient to do a redirect prior to initial delivery.

The problem is I have seen redirects made, which only should be by authorization of ebay, yet ebay says they didn't authorize it.   Bottom line is, use you own account so you can control your shipments and deal directly with UPS when needed.

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I may need to move there as in using my own account as a lot of my shipments via UPS can be of significant value. 

[rfmtm]

The trick to using your own account is getting decent discounts.  Used to be you could link and get PayPal discounts, but that is gone for new accounts.  Still UPS does have some decent ones available.  There are some third party services that share their discounts, but you still get to use your account.  ShipRush was one of them, but you'd have to check current services.

As far as great discounts and service, even though a third party account, PirateShip works great, and unlike ebay, they will work directly with you to resolve a UPS issue.  Plus they have additional services not available on the regular UPS.com site, including importing from ebay.

[lakefor94]

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@rfmtm wrote:

The trick to using your own account is getting decent discounts.  Used to be you could link and get PayPal discounts, but that is gone for new accounts.  Still UPS does have some decent ones available.  There are some third party services that share their discounts, but you still get to use your account.  ShipRush was one of them, but you'd have to check current services.

As far as great discounts and service, even though a third party account, PirateShip works great, and unlike ebay, they will work directly with you to resolve a UPS issue.  Plus they have additional services not available on the regular UPS.com site, including importing from ebay.

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Roger that. I am going to get ahold of my UPS rep and get them to match the eBay rates.

As you stated, my account used to be linked. Not anymore......

[wastingtime101]

Yep, I stopped using my own UPS account because I got better discounts through pirate. So far only had one issue and followed advice of pirate rep and UPS resolved it within 24 hours.

[rfmtm]

I still have the old PayPal rates on my UPS account, which are good, but not as good as ebay or Pirate Ship.  I have tried to get the ebay rates, but was not successful.  Lets us know how you make out. 

Also note that ebay often quotes low, and will not be what you pay in the end.  PirateShip quotes have always be correct.  Plus PirateShip has UPS cubic, which even ebay doesn't offer nor can you get unless you are a big shipper.

If you also ship USPS, PirateShip has the same rates as ebay, except for the old TRS discount, and USPS cubic rates as well.

[lakefor94]

@rfmtm @wastingtime101  Package turned around

01/11/2023 3:53 P.M.

Returned We're returning this package to the sender. Secaucus, NJ, United States

Re: eBay not recognizing "Delivered to Agent for F... - Page 5 - The eBay Community

On another note....  I have been following this other thread and did not want to gum up the theme over there with a question.  I went through a lot of this forementioned thread and did not notice any UPS tracking numbers listed as having the infamous "Delivered to Agent for Final Delivery".

Any thoughts on this?