Insurance claims

[elcoja]

I sold an item and shipped through Ebay via Fedex. It has been 18 days since shipping and tracking shows it's been stuck at a Distribution center for 15 days.

Buyer reached out and requesting a refund. The shipping was insured, but how do I go about initiating an insurance claim. Is it done through Ebay? or Fedex?

[ten_o_nine]

You should call Fedex and see if you can get the package moving.

[pls-consignments]

Neither service offers insurance through eBay shipping. So, it depends on which leg of the journey it stopped moving. If no USPS acceptance, Fedex may tell you that it was passed onto USPS. If so, you may have difficulty finding it, because unless you took a picture of the label, you will not have a trackable number via USPS. Both carriers have found this arrangement to be opportunistic in reducing claims. 

[klhmdg]

You should contact FedEx and see why it is "stuck"

If the buyer files a Not Received claim. You need to add the tracking to the claim.

Do not refund the buyer at this point

[caldreamer]

If you purchased "extra insurance" when printing EBAY label...you would file a claim with ShipCover (that is EBAY's insurance carrier).  They are great about paying on claims with no questions asked.

FedEx is horrible and have many disclaimers (they will not pay after item was handed off to USPS for final leg of the delivery).   Many carriers will NOT pay when shipment is only delayed.

Right click on weblink below to open file (this shows how to file claims for ShipCover, USPS, FedEx, UPS)

Shipping insurance | eBay

[wastingtime101]

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@elcoja wrote:

I sold an item and shipped through Ebay via Fedex. It has been 18 days since shipping and tracking shows it's been stuck at a Distribution center for 15 days.

Buyer reached out and requesting a refund. The shipping was insured, but how do I go about initiating an insurance claim. Is it done through Ebay? or Fedex?

---

Claims are filed through FedEx and, good news, FedEx Ground Economy claims are now filed through FedEx, too! Until very recently you had to file those through eBay.

Learn more about FedEx claims with eBay labels here:

https://www.ebay.com/help/selling/shipcover/shipping-insurance?id=4643#section4

If you shipped FedEx Ground Economy, your package is only insured while in FedEx's hands. In some situations (PO boxes, Military addresses) FedEx hands off to USPS for final delivery and once handed off to USPS insurance coverage stops.

Some sellers are facing problems with Ground Economy because they're dropping their packages at USPS instead of FedEx and it's resulting in USPS seizing those packages. If that's what's going on here, that's an error you'll be paying for. FedEx packages must be dropped off at FedEx.

[pikabo-icu]

What was the last date for delivery?

When it passes, if the buyer isn't willing to give it a little extra time, have them file an "item not received" case because when you enter tracking info, it will give you a little more time, for the package to kick loose. 

Just watch the case closely and refund before eBay steps in and does it. The dates should be clear in the case info. 

Things is, if the package starts moving again and you have already refunded, there's no way to get repaid unless the buyer has a conscience & does it willingly.

[carlmarxx]

Last I heard USPS quit handling FedEx  smart post  ,since the contract expired  and  FedEx  Now delivers  it to the addressee  .  My USPS carrier told me that they don't  handle  USPS   sure post  . 

[monica0102009]

fedex is still handing the package off to the USPS

problem is that some times the USPS flags the package as postage not paid (their way of saying it is a counterfeit label) and the package will not be delivered
if you call the postmaster general you find out that the package is destroyed and they will not return the package to you
placing a claim with fedex
fedex says they are no longer responsible being the post service has the package and you need to contact them
the postal service say to contact e-bay being they are the one who issued a counterfeit label
E-bay is no help saying you need to file an insurance claim and you will not be covered under seller protection
you are now stuck in and endless loop
at this time i have started to look for a lawyer so i can take action against and possibly the us postal system
i have asked ebay for information on their arbitration processes with no response
am will also be looking to see if i can make it a class action for possibly a breach of contract issue .