Lost Package via FedEx SmartPost - Claim Unresolved

[ehsnrd]

Hi everyone,

I’m hoping someone here has experienced something similar and might have advice or insight.

Back in November, I shipped a pair of high-end headphones using a FedEx SmartPost label purchased through eBay. Tracking shows the item was handed off to USPS but never delivered. It was never returned to me either. The buyer opened an “item not received” request, and a refund was issued to them.

Since then, I’ve tried to resolve the issue through eBay’s shipping label insurance claim process. I submitted the claim multiple times, but every time I followed up with customer service to check on status, I was told the claim hadn’t gone through properly and needed to be resubmitted. Eventually, a rep confirmed there was a known glitch in the system that was affecting other sellers, preventing claims from registering. Another rep attempted to resubmit on my behalf, noting I had been trying to resolve this well before the 90-day deadline. 

I had also tried reaching out directly to FedEx and USPS, but since the label was purchased through eBay, both redirected me back to eBay and said there was nothing they could do on their end.

When I contacted eBay again for a follow-up on the claim, the rep said he couldn’t even access the case anymore.

Has anyone been through something like this? Is there any way to escalate this beyond standard support?  Given so much time has passed, I have sort of given up on any hope that eBay will be able to help me at all, but I recently came across this community forum, and thought I'd share my experience, and at the very least warn others that might end up in a similar situation. It’s frustrating to lose both the item and the payment, especially after following all the right steps and trying to fix things early.

Thanks in advance for any insight or advice!

[kensgiftshop]

FedEx won't do anything because it was handed over to USPS.

USPS won't do anything because it was a FedEx label.

[wastingtime101]

Hi @ehsnrd . A few points:

- This is from November so yes, it's too late.

- Coverage for Ground Economy (formerly smartpost) is only valid while the package is in FedEx's hands. Once FedEx hands off to USPS - which they only do for PO Box and military address shipments - all coverage is void. It's a pitfall of choosing such an economic service.

- If you gave the package to USPS in error, then it was never in FedEx's hands to begin with and USPS seizes the package since they were never paid for postage - FedEx was paid since it's a FedEx label.

At this point it's too late to even look at tracking and help you figure out what happened, let alone file a claim.

[robbie31415]

"Tracking shows the item was handed off to USPS but never delivered. "

The above needs clarification. Who handed it off to the USPS?

If you gave it to the USPS, then you made a mistake. 

Fedex packages go to Fedex.

Because maybe I'm wrong (I don't use Fedex), but i thought Fedex stopped handing over to the USPS

[robbie31415]

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@kensgiftshop wrote:

FedEx won't do anything because it was handed over to USPS.

USPS won't do anything because it was a FedEx label.

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That isn't why the USPS won't do anything.

The USPS won't do anything because of the USPS service used.

SmartPost and SurePost both use/used Parcel Select. This is a service that has NO insurance. 

[ehsnrd]

I dropped off the package at a Fedex drop off location, and Fedex handed it off to USPS. The tracking number I had worked both on Fedex and USPS, so I assume this was a collaboration between the two carriers. 

[ehsnrd]

Thanks for your response. To confirm, the package was dropped off at a Fedex drop-off location, and since the tracking number worked on both Fedex and USPS sites, I assume it was a collaborative service.

I know a lot of time has passed, and trust me, I tried to resolve this well within the 90 day window and shortly thereafter. I must've talked to 10+ eBay representatives and every time I called it felt like I was starting over. It was really frustrating.

[ehsnrd]

Actually the reason both USPS and FedEx gave me for not being able to help me is that I had purchased the label through eBay. They both said I would have to go through them to get support on the shipment and file any claims. 

[soh.maryl]

Would imagine that, in eBay's eyes, the issue is closed because (a) of its age and (b) because the buyer has been refunded.

What further do you expect or want to be accomplished by pursuing this?  

[wastingtime101]

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@ehsnrd wrote:

Actually the reason both USPS and FedEx gave me for not being able to help me is that I had purchased the label through eBay. They both said I would have to go through them to get support on the shipment and file any claims. 

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That was a bogus response. Once FedEx hands off to USPS, there's no liability coverage. They sent you to eBay since there was nothing they could do to help you. There's nothing eBay will do, either, as this is between you and the carrier.

Sorry to say even if it was still Nov/Dec you wouldn't have had any coverage.

[robbie31415]

Thanks for clarifying that you gave it to the FedEx.

Just to give you a little bit of understanding if you weren't aware.

Fedex Smartpost has insurance until it is given over to the USPS. 

Because it was transfered to the USPS the item is no longer insured.

"If you used FedEx Ground Economy and your package is damaged or lost from the time it’s first scanned by FedEx until it's delivered to a USPS facility"

So if they logged hand off to the USPS. Then you probably going to be denied as the insurance is now gone.

[ehsnrd]

My main goal in posting here was to see if I’d left any stone unturned. I realize that, from eBay’s perspective, the case may be considered closed due to timing and the refund being issued. But I was curious if other sellers had experienced something similar and, if so, whether anyone had found a way to escalate or resolve it differently, especially given the known glitch that impacted the claims process.

I was mostly looking to learn from others and see if there’s anything I might still try, or just to confirm that I’ve done all I reasonably can. Based on the responses, it sounds like there's nothing more I could've done and the main error on my part was in the shipping option I used.