Help! Fed Ex Smart Post and Lost Package Claim

[jlf2960]

I sold an item, buyer paid, and I shipped via Fed Ex Smart Post. A month later Fed Ex admits they lost the package and it never arrived at the hand off point.

I try to submit a claim and they tell me that it has to be done via eBay.  I submit a claim via eBay and now eBay tells me via phone rep that the customer, not eBay submits the claim.  I'm getting conflicting information and this has been over 4 months.

Who is responsible?

[berserkerplanet]

Pretty sure you waited far too long and no claim is possible at this point.

There should be (would have been) a "submit Smartpost claim" option you can/could select in the "more actions'" options for the label on your label management page.

https://www.ebay.com/ship/lmng
or
https://my.ebay.com/ws/eBayISAPI.dll?MyEbayBeta&CurrentPage=LabelManagement&NewPeriod=Last90Days&COU...

(I have never had a lost or damaged Smartpost shipment and never had to file a claim so no direct experience)

At 4 months, the label will no longer be on either of those pages, and you therefore can't submit an online claim via eBay. Since it isn't your FedEx account (it's eBay's that they let you use), submitting through FedEx isn't an option either, and the FedEx Terms and Conditions specify 90 days for Loss or Damage Liability claims.

You waited too long.

[jlf2960]

I submitted a claim though ebay’s Process once I discovered the package was lost which was approx 2 weeks after shipment. 

Neiher FedEx or eBay was able to help. The smart post claim option is useless. 

[berserkerplanet]

The phone rep was wrong and/or lied to you. The eBay FedEx Smartpost claim procedure is as I described and as you apparently did - you file an online claim through eBay (not via phone through eBay CS)

From what you said (FedEx lost the package) it was totally eligible for insurance payout (about the only thing that is other than damage/destruction prior to handoff to USPS), so I have no idea why you didn't get reimbursed.

I really don't know what you want at this point, why you waited so long, or what went wrong when you submitted the claim. Unless you can get eBay CS to give you a courtesy credit (assuming you submitted the claim correctly when you did and it was erroneously denied), there is nothing else to do (FedEx isn't going to acknowledge you as you are not the shipper of record and it is way too late )

[jlf2960]

Why I waited so long? 3 weeks is long? I have time to follow up on this every week? 

Its a lost cause. I know. Posted this to warn others of FedEx Smartpost, as it’s a scam. 

[berserkerplanet]

No, why you waited so long to post here and to follow up on the claim.

You haven't provided any clear information to prove "it's a scam". Others have no problem submitting claims via the eBay online process (and getting payouts WHEN their claim is valid).

You provided no information that indicates that you properly submitted the claim through eBay.


>>I try to submit a claim and they tell me that it has to be done via eBay.
You tried to submit the claim directly via FedEx and their claim form? That was wrong - you are not the shipper of record and that is not the procedure.

>>I submit a claim via eBay and now eBay tells me via phone rep that the customer, not eBay submits the claim.
You submitted the claim via the proper eBay form? 2 weeks after shipment? What was the result? Did you hear back from them with a denied claim? If not, did you follow up then (not months later)?

>> I'm getting conflicting information and this has been over 4 months.
Yes, eBay CS messes FedEx issues up and provides incorrect info, but as I said earlier, NOW (or at 90 days) is far too late.

I understand you are not happy with the outcome, but you are doing a "sky is falling" here, and stating that everyone should assume Smartpost insurance coverage never works because it didn't for you, yet you have provided no understandable evidence why it failed or even what the sequence of events was. That (and the fact that you used the word "scam") is why I am taking you to task.

Maybe you messed up, or maybe eBay/FedEx messed up - I can't tell from what you have posted.

Possibly Trinton can help* you - he can look at whatever details are available @Anonymous

*or explain where it went wrong or maybe get you a courtesy credit if it was totally CS's fault

[Anonymous]

---

@jlf2960 wrote:

I sold an item, buyer paid, and I shipped via Fed Ex Smart Post. A month later Fed Ex admits they lost the package and it never arrived at the hand off point.

I try to submit a claim and they tell me that it has to be done via eBay.  I submit a claim via eBay and now eBay tells me via phone rep that the customer, not eBay submits the claim.  I'm getting conflicting information and this has been over 4 months.

Who is responsible?

---

HI @jlf2960, while there is no insurance available for FedEx SmartPost shipments, FedEx is responsible for a maximum replacement value of $100 plus transportation costs if the package is damaged or lost before first being scanned by USPS (ie. while still in FedEx's hands). This request for compensation would need to be submitted using the form found in My eBay in the shipping labels section within 90 days of the packages physical entry into the FedEx's system. Neither FedEx nor eBay will be able to provide updates on this investigation, but if your claim is approved, the appropriate amount will be credited to your next monthly eBay invoice. You can read more about this on our FedEx Shipping FAQ.

As a general note for reference with other FedEx shipping methods and any related insurance claims, when a FedEx insurance claim needs to be filed this would be done through FedEx directly. While the label was purchased on the eBay site, we would not be able to begin an insurance claim for you. If a FedEx representative is providing conflicting information about this process, we would recommend that you request to speak with a FedEx supervisor. To reiterate, this would only be for FedEx insurance claims which would be a different process than the compensation available for a lost or damaged SmartPost shipment.

[jlf2960]

What recourse do I have at this point? Its been 6 months at this point, I have followed all of the proper steps, and there has been no refund or credit.