UPS Damage Claim Filing

[pierangler]

I sold a computer and it was damaged during UPS shipping.  I had the buyer return the computer to me and I refunded him.  I am in the process of filing a damage claim with UPS.   I had purchased additional insurance cover the $200 sale.  

After filing the claim including photos and other documentation on the UPS Claims Portal, I received an email from UPS stating that "Please note that your claim has been approved, and you will receive the paperwork in 1 or 2 business days."  I received the paperwork yesterday.  The paperwork includes a "Damage/Loss Notification" letter asking for documentation on Merchandise Value (which I can provide with the eBay sales Packing Slip) and the shipping record (which I can print from the Paid and Shipped tab).   There is also a Request for Claim Payment form that I can complete with my name and address.  The problem I am running into occurs when I try to log into the Claim Payment Form online at:

https://www.ups.com/claimdocs?loc=en_US

The Claim Number is on my Request for Claim Payment Form.  I cannot determine the UPS Account Number.  I tried my UPS account number, but I receive an error stating it is not the correct account number.  I called UPS customer assistance and was told that I needed to put eBay's UPS Account Number into the form and that I needed to contact eBay for that number.  I contacted eBay and spent 35 minutes with a customer support person.  He was unable to find the account number - contacted other support people and his supervisor.  He did give me a number that he thought might work - but it did not.

Does anyone have experience in completing this form?  How do I get eBay's UPS account number?

[silverstatetreasureboxes · Accepted solution]

@pierangler 

Your account number your looking for is a 6 digits series followed after the initial 1Z on a UPS tracking, usually 3 alpha and 3 numerical.

[pierangler]

Thank you so much.  That solution worked perfectly!

[wholesalerelite]

I am having this issue was well.   Here is my tracking number 

1Z14V49E0303787730

[lydiareyna]

It worked!! I had the exact same problem....just figured it ou ttoday after reading the above replies.  The form is looking for the 6 digits series followed after the initial 1Z on a UPS tracking number. This worked for me!  Its unfortunate that UPS couldn't tell me that, and I called ebay about 6 times with no resolve.

[rchsanimals50]

Thank you!

[kraftique]

Wonderful article even i did not know this and I have been here 20 years.  You guys are great.

[406mac]

I recently tried to open a UPS Claim and could never get past the UPS Website Claim Area on line...I was told by UPS "Hello Malcom. If the label was created by eBay, we would suggest contact them so, they can access to their Ups.com account and start the claim process for you. -- Sasha." is anybody familiar with this new process for filing UPS claims through Ebay?  Thanks for any help...

[brjunco]

Per/UPS we cannot submit your claim at this time. Please make sure your information is accurate.

Otherwise contact your channel partner (UPS:E040 (UPS:E022)

SOLUTION: UPS Claim MUST click on e commerce with (your) ebay email address

Claim went through UPS * It's a MIRACLE

I now ship Large/Heavy items through FedEx ONLY.

ebay customer service is un-aware of this correct procedure; neither is UPS aware of this correct procedure.

HOPE this HELPS ebay seller's shipping via UPS with Damage and/or Lost Package(s)

(FACT: There is NO Personal Phone Contact available at UPS)

[brjunco]

ebay (e-Commerce) UPS freight claim SOLUTION:

1st filed a claim with UPS (UPS Account Required)

2nd NO Help fom ebay..... NO Help from UPS.......

3rd After weeks I called UPS Phone# 1 800 811-1648 PRESS 5

4th Voiced my complaint UPS Damage Claim Status and/or Final Decision to pay or deny claim.

5th I requested to talk to UPS Claims Dept. * Senior Manager or Senior Supervisor

6th Transferred to UPS Claim Dept. (Put on HOLD for 1/2 Hour + -)

7th I was then Transferred to Central Insurance Claims "CIC" (Phone# 1 888 611-3856

8th They confirmed my UPS Damage Claim & stated UPS Damage claim has been received & processed

9th  "CIC" emailed me forms to fill out & send back via PDF* after taking Pictures & down loading

10th I had to then print PDF Download : Request for Claim Payment Form & FAX to phone# 1 888 458-7703

11th EBAY WAS NO HELP & UPS WAS NO HELP (Both do NOT have any True/Correct Customer Service)

12th NO RESULTS Numerous calls to UPS & ebay with Track# * Claim# * UPS Account# * ebay Item# & Order#

13th Word to the WISE.......... NEVER/EVER Ship via UPS . Period * USE FedEx (on larger/Heavy Items

TOTAL NIGHTMARE Filing a claim with UPS through (e-commerce) ebay.

I can ONLY Hope UPS/Central Insurance Claim PAYS for my DAMAGED Item. Good Luck to ALL...................

NOTE: ebay & UPS MUST work together to simplify the DAMAGE (LOST) claim process * I DOUBT IT Will Happen

[wastingtime101]

Sounds like you did not follow the correct process @brjunco . There's a specific process for filing a UPS claim when the label is purchased through eBay using eBay's UPS account.

Instructions here: 

https://www.ebay.com/help/selling/shipcover/shipping-insurance-shipcover?id=4643#section3

Handy step-by-step PDF tutorial here: 

https://ir.ebaystatic.com/pictures/sc/pdf/UPS_Claims_Process_for_eBay_Sellers_2022.pdf

If you need more assistance after following those steps I suggest starting a new discussion thread.

[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.