How to handle ebay return when a Fedex claim is involved?

[navysuit]

I'm the seller. Fedex left the package in the rain. The buyer sent photos to me. He wants to return the item. I filed a claim with Fedex. How should I proceed? Should I have the buyer ship the item back to me before the claim is processed? He doesn't seem like he wants to wait.

If so, should I just send the buyer a return shipping label. If he files an ebay claim, it will hurt my metrics even though I didn't actually cause the issue. What are your thoughts?

[bebe-1153]

Refund your buyer now, then have it put the package aside while you submit the photos on the FedEx account you don't own.

[navysuit]

I'm kind of confused by the reply. What do you mean "Fedex account you don't own?"

I just offered the buyer the option of a partial refund or to just initiate a return request through ebay.

[wastingtime101]

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@navysuit wrote:
I'm kind of confused by the reply. What do you mean "Fedex account you don't own?"

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That poster is assuming you purchased the FedEx label through eBay and filing claims with eBay's FedEx account can be difficult and has to be done through eBay's customer service.

Since your first post said you filed a claim I'll take a guess and say you used your own FedEx account (registered in your name) to purchase the label?

[navysuit]

I didn't know that. I did ship it through ebay. I believe my Fedex account number is attached, but I'm not sure. I went to Fedex.com and was able to file a claim as the sender. Will they not pay me directly? I purchase Fedex insurance all the time for orders over $750, since direct signature is included. How do you think I should proceed with filing a claim?

[wastingtime101]

I'm not a FedEx expert.

@dtexley3 

@orangehound 

[kensgiftshop]

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@navysuit wrote:

 I filed a claim with Fedex. How should I proceed?

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Refund your buyer and have them hang on to the item and package so FedEx can inspect it if the want.

[dtexley3]

Most often FedEx will require eBay to make the claim on your behalf because eBay's FedEx account is attached if you bought the label on eBay. It's very difficult to get eBay to actually make the claim and follow through.  It's not their money and they have no skin in the game.

There is a way to attach your eBay and FedEx accounts so that you are the shipper of record when things go wrong.  You purchase the labels on the FedEx site but you get eBay discounts for most labels.  I don't remember the details of connecting the two because it's been a couple years.  I found FedEx customer service staff helpful when I was setting up my FedEx account and getting services arranged.

[rdjsystemservices]

Hello,

I have had to file a FedEx claim recently for an item that arrived crushed at the top. I don't know what Fedex does to these packages but I overpack EVERYTHING. It stunned me. 

Back to the point. Your buyer is upset and isn't likely to wait. Have your buyer send you as many photos as they can of the box and the item, ask them to get that label in the picture as well.

File your claim with Fedex online.  It's an easy process and they will ask for your supporting documents. Print out the ebay order details page for this transaction into a pdf file. Add that and the photos from the buyer to the claim. (I know that you mentioned that you have already opened a claim.) You can add documents to that claim at anytime. So add those documents if you have not.

Have the buyer start the return and send them a label for said return. It will not hurt your metrics to do this. (It will only hurt your metrics to have ebay close the claim without seller resolution)

Once you get the item back refund the buyer.

My claim check arrived 8 days after I filed my damage claim. It included total item price and shipping fees paid. (I ship through ebay with their Fedex account. I do not have my own.)