This is more of a general statement/review and warning to sellers.
I've been buying and selling on eBay for almost 25 years on different accounts. Never have I had to make a shipping insurance claim with ShipCover in all that time. However, after this situation, I can honestly say I will never, under any circumstances, purchase eBay ShipCover again.
I had a buyer purchase a $400 new in box sealed package video card 09/03/23. I shipped it USPS Priority Mail and added $400 of insurance using ShipCover (Parcel Insurance Plan) coverage and signature delivery the next day. All went smooth, until the buyer opened a case stating the item was never received 09/17/23. I checked the tracking and sure enough, it had been reported "Out For Delivery" 09/07/23, but no further details. I responded to the case asking to wait a couple of days, just in case the item somehow slipped under a seat or something. I filed a missing mail claim with USPS. An investigator called me the following day and stated the package was either lost or had been delivered without a scan or signature. Obviously, no help since I already knew that but that clarified they were not going to assist further. Finally, it was my last day to respond to the case, I refunded the buyer 09/21/23. At this point, I was out both the $400 video card I sold at a discount, and roughly $24 for shipping/insurance/fees/etc. I tried to file a claim on the insurance, however eBay informed me I had to wait since the item tracking showed it neither delivered, returned or destroyed. I had to wait until after 10/23/23. On 10/24/23, I filed the shipping insurance claim with eBay ShipCover. They gave me a claim number and noted if I had not heard anything back from the insurance company by 10/01/23 (Yes, on 10/24/23, they were telling me I should hear something by 10/01/23) to contact the insurance company directly with the claim number. I figured it was a glitch in the automation for the response date and waiting until after 11/01/23. I contacted them and it was a 2 hour from hell call where they continually pivoted their reasons why this had not been processed. At first, they stated the item was still being delivered. When I pointed out it had been in that state for almost 2 months, they stated I didn't provide them the right information. I stated I didn't provide them any information, eBay did as their partner and I have no control over what they received. Then it was that eBay didn't inform them the dispute was completed on the customer's side. I told them again the dispute had been closed a month and a half ago. This went on and on with her asking to put me on hold over and over. It was as if each time I responded to their answer she went back to her supervisor for another reason why. Finally, she said she would need to hang up and research the issue further. She told me she would reach out after, which I didn't expect. When I got off the call with them I contacted eBay support. I went back and forth with them, however they very clearly told me they had nothing to do with the insurance and could not help in any way. I had to deal with the policy they sold me with the insurance company on my own. Later in the day, I received an email from the insurance company stating again the root of the problem was due to eBay. They claimed eBay has never informed them a case had been opened or the customer refunded. They stated they could not close the claim one way or another until after 11/24/23 without the buyer responding to them and confirming that they never received the item and confirming they were refunded. Then it stated I had to provide:
- A full screenshot of a statement of loss/damage that you have received from your buyer.
- A full screenshot of the eBay Order Details page.
They stated *IF* the claim was not denied outright, they may require additional information from me to prove my loss and the value of the item.
So here I am, over 60 days since this debacle started, and I've spent hours talking on the phone and tracking down endless minutia information for the insurance company. I'm wondering if the issue is even going to be decided before the new year. They want me to file this the day after Thanksgiving, which I have no doubt will not get any attention until the first week of Christmas. Then, if they require more information, it will likely push further. I feel like they are just trying to get me to give up.
I've never had this issue with USPS, UPS, or FedEx insurance. You fill out the paperwork, and 7-21 days later you receive a check. This is what happens when you try to buy cheap insurance. Let my experience be a cautionary tale...
