UPS Claims with eBay is Ridiculous

[tsmtmiller]

I sold an item and shipped UPS. UPS delivered it to an Amazon warehouse instead of the buyer and said they will never get it back. UPS was at fault and so began the claim process. Ebay's claim procedure DID NOT WORK. The ebay claim instructions tell you to go to UPS, sign in a start a claim. However, after entering the tracking number, UPS website told me "unable to open a claim online please call UPS." There is NO ACCOUNT number to provide, and my UPS account number did not work.  So I had to call UPS which is not straight forward. UPS tries everything to avoid calls and when you do, its non-US customer service. So now I am going back and forth through emails with them emailing me forms, me sending them, hearing nothing back, having to email them again and again only for directions to change and them giving me the same forms over again. Ebay needs to fix this and make claims easier with UPS. 

1. UPS lost package

2. ebay Claims process w/ UPS is wrong

3. You have to call UPS, hope they contact you back, then go around in circles with emails and documents. 

4. Hope you get your money back. 

[rfmtm · Accepted solution]

This why to always use your own UPS account or for better discounts a free PirateShip account.

Are these the instructions you followed?

Filing a UPS claim

If you purchased your UPS label through eBay, the maximum liability coverage for shipments is up to $999 in value. Items that are worth $999 or less can be claimed if something goes wrong with your delivery. Here's how:

If your parcel is lost or missing:

Download and and fill out the Loss Claim Form.
Email the completed Loss Claim Form to claiminformation@ups.com with the subject line "Customized eBay Claims Support".

Once you submit your claim, an investigation will be conducted by UPS to try to locate the package. If the investigation is unsuccessful, you'll receive notification with next steps to file for payment.

If your parcel is damaged:

Download and fill out the Damage Claim Form.
Email the completed Damage Claim Form to ebayclaiminformation@ups.com with the subject line "Customized eBay Claims Support".
Once you submit your claim, a damage inspection will be conducted by UPS. If the result of the inspection determines the carrier is at fault, you'll receive notification with next steps to file for payment.

For all damage claims, the damaged item, packaging, and all contents must be retained until the claim is resolved.

If you didn't purchase your UPS label through eBay, you'll need to file a claim with UPS directly.

Loss and Damage Claims are subject to the UPS Tariff/Terms and Conditions of Service in effect at the time of shipping.

https://www.ebay.com/help/selling/shipcover/shipping-insurance?id=4643&st=12&pos=2&query=Shipping%20...

[tsmtmiller]

Pirateship has the same rates as ebay. Using ebay is easy and streamlined without having to copy and paste. I had a nice lady from ebay call me over this post and I explained to her exactly what was happening as it sounds like more people are complaining. So maybe it will soon be resolved. 

[rfmtm]

Actually PirateShip often has better UPS rates.  Regardless, even though using PS is still a third party shipper, they are very responsive in helping resolve any problems and have a clear easy protocol to do so, unlike ebay.  Plus the quotes are accurate with little or no surprises later.  Ebay often quotes low, but you end up later with all kinds of surcharges.

PirateShip also imports directly from ebay, and auto uploads the tracking numbers.  Still better to have your UPS own account, if you can get decent discounts, but PS is the next best thing.

[tsmtmiller]

PirateShip is the exact same rates as eBay. Otherwise I would be using it. I'm not sure why you would be seeing different rates. I use PirateShip for non-ebay related shipping. When I see painful shipping prices on ebay I always check pirateship and its the same cost.  

[rfmtm]

That depends on a few things.  PS offers UPS services like flat rate that ebay doesn't that can sometimes be cheaper.  I also seem to remember PS recently announced some lower rates and some that won't be increased when ebay increases theirs. 

The biggest advantage is it is very rare to have after shipment surcharges, while with ebay you are often stuck with these charges with no clear itemized details or easy way to correct them.  This and no easy claim process is the biggest complaint most have for using ebay UPS.  This is even worse for ebay FedEx.

Also if I remember, ebay UPS gives you no control over correcting the residential/commercial address flag, shipping higher weights, selecting signature options, or control over origination/return address options.

I still prefer using my own UPS account for many reasons, but hard to get the deeper discounts offered by PS or ebay.

[tsmtmiller]

This is the answer for now, for what it seems to be:

Download and and fill out the Loss Claim Form.
Email the completed Loss Claim Form to claiminformation@ups.com with the subject line "Customized eBay Claims Support".

You don't get any updates. UPS said it can take 5-10 days for them to review the case. The claims dashboard on UPS isn't very clear about how you will get paid for the claim but it seems to be a check mailed to you. 

[mccreaandco]

Sorry, I know this post was a few months ago. Did you end up getting reimbursed for your claim? I have a similar ups situation I’m dealing with. No one seems to know anything. It is such a ridiculous system. 

[youthful1]

This may be too late for all of you. I filed today. After getting the message 4 times I was reading somewhere on eBay if it doesn't work contact your channel partner. I then contacted eBay support. They send me to the same place. I am reading the claims page and it asks who you are filing the claim as. I was filing as the shipper, the final option is channel partner, so I selected that. The claim went through (after changing my detailed item description because it wouldn't go through but that is another post). 

Long story short we have to file as channel partner, no shipper. 

[jdrat10]

I am going through this now.. This saddens me how UPS/Ebay gets away with taking our money with no resolve!! If I did this I would be shut down and jailed..

[the-ford-gt-parts-godfather]

So it appears that UPS has approved the claim and assigned a claim number. when filling out the damage claim form you have to use the ebay/UPS as the shipper which means ebay is going to receive the check for the damages I've incurred. UPS says I have to take it up with ebay, not them. so I'm out a $750.00 item and ebay gets paid for it??  this is just not right. if ebay is going to offer a UPS alternative than they should have this resolved and know how to reimburse the person who sustained the damage!

[rfmtm]

Filing a UPS claim

1. Visit the UPS claims portal - opens in new window or tab
2. Log in to your existing account - opens in new window or tab, or create an account - opens in new window or tab. It's important the email address associated with your UPS account is the same as the email address associated with your eBay account. 
3. Enter required information, refer to the UPS Claims on UPS.com Seller guide - opens in new window or tab for workflows for lost or damaged packages.

Tip
Be sure to select and complete ‘Add Alternate Payment Recipient’ using your name/company name and address to ensure the claim payout is sent directly to you.

[kh-belma]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.