Filing A UPS Claim For Shipping Label Purchased On eBay
Many sellers choose to purchase UPS shipping labels directly from eBay due to discounted pricing that is offered, but some run into issues when the need to file a claim for loss or damage arises because UPS says eBay is the accountholder that needs to file the claim, not the seller.
Sellers are usually directed to this eBay help page and told to follow the instructions for filling a claim with UPS:
Filing a UPS claim
- Visit the UPS claims portal
- Log in to your existing account, or create an account. It's important the email address associated with your UPS account is the same as the email address associated with your eBay account.
- Enter required information, refer to the UPS Claims on UPS.com Seller guide 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.
However, some sellers report after following those instructions, they are unable to complete filing the claim because they are not able to upload their claim documents.
One helpful eBay community volunteer shared some advice from one of the eBay community employees that could help other sellers facing this situation:
I asked devon@ebay what a seller should do when UPS says that eBay is the customer and must file the claim. We know that's not the way it should work but I have seen a number of posts where sellers have run into this problem...
...This was his reply:
I did some more digging I did find some more steps buyers can follow for the claim process:
We found the reason for the confusion and here's some helpful info:
After customers file a claim online, UPS sends the customer a confirmation email. That email has 2 different URLs to access the claim, and this is creating the issue some customers are reporting. Below are the URLs, example also attached.
https://www.ups.com/claims?loc=en_US is the correct access point and enables customers to upload forms related to the claim within the claims dashboard
https://www.ups.com/claimdoccs/home?loc=en_US which is the access point customers who experience the friction points called out in your example in this email.
This issue is compounded as UPS also sends the same claims confirmation document to the customer via physical mail
Next Steps:
UPS is in the process of updating or ‘versioning’ the email so that customers who filed online claims will receive an email with only the link to the correct URL within their confirmation email.In the meantime, please direct customers to upload any forms related to their claim by going to the online claims link https://www.ups.com/claims?loc=en_US
UPS is in the process of updating their UPS Claims Process For eBay Sellers Guide to clearly specify that customers upload claims forms via the correct URL https://www.ups.com/claims?loc=en_US
Have you had problems filing claims with UPS for labels purchased through eBay? Let us know in the comments below!
much too complicated now for a few pounds a year in sales
They just "killed the golden goose". I imported my 1500+ eBay items to there since it was free. Turned out just to be a lot of work for (maybe) 3 sales a month.
The total fees were higher there before this new $20 a month cost structure, even though they claimed otherwise. When one factors in the 3.49% + 49 cent PayPal processing fees so one can get paid, there went a good chunk of profit.
Now they have boosted their commission to 11%, and still claim that the cost to sell there is less than eBay's. And remember that this does not include payment processing. WHY?? Makes no sense at all.
On eBay, for $27.95 a month, I sell over 100 items there every 30-31 days. Makes ZERO SENSE to pay a site $20 to make just a couple of sales. Since they now allow 50 "free listings", I have trimmed my offerings back to just below that amount. Also had to raise all my prices accordingly to absorb the extra selling costs.
The people who run the show here obviously didn't realize that eBay sellers who imported their listings gave the site a great depth of product, which would attract more buyers. Now that will be gone, because NO ONE will pay them $20 monthly for little to no sales.
The site also has technical issues that they refuse to fix. It was a decent resource to enable the occasional sale, but they will soon be stacked onto the eCommerce trash heap of companies that THOUGHT they could compete with Amazon and eBay. Etsy may also suffer the same fate soon, as many sellers are also leaving their site due to high fees, website issues, and poor management.
Basic eComm rule here: When you do not carry any inventory, and sellers are solely responsible for supplying your site with the goods offered, DON'T BITE THE HAND WHICH FEEDS YOU!!!