How do you file claims with Fedex and UPS on lost items?
Summary: The discussion revolves around the challenges of filing claims with FedEx and UPS for lost items shipped through eBay. lotzofuniquegoodies describes their frustrating experience with UPS and FedEx for lost goods, noting that eBay labels complicate the claims process as the platform is considered the account holder, not the individual sellers. Despite attempts to resolve the issue through eBay's customer service, they find the process inefficient, referring to previous unsuccessful experiences with claims for damages and losses. devon@ebay suggests contacting customer support for guidance, but lotzofuniquegoodies expresses skepticism due to limited assistance in the past. Additionally, there is a call for eBay and courier companies to make the claims process clearer and more accessible for sellers.
I have at least 2 lost items with UPS. It's impossible to do the claims through UPS because the label was printed through ebay, and they consider ebay as the account holder. UPS has supposedly shipped the papers i need to fill to get a refund, but i didn't get anything through ebay, so i have no way of filling them.
I've heard people mention to go into order-->shipping labels-->find the label of the lost item, and do a claim from there. But this option is not available in Canada. All you see unde Actions is Get Another Label, Cancel Label and Print Packing Slip.
For Fedex, the two items that were lost, i was able to recieve a check by mail, but they've only refunded the cost of both items, and not the shipping charges. Fedex customer services says that the shipping charges were refunded to the account holder, which would be ebay, but i am not seeing any refunds from fedex.
Ebay claims system for Fedex and UPS are so incredibly frustrating, i can't believe this is how it works in 2026. I also tried to contact the ebay customer service about this issue through live chat, and they were talking to me as if i was the first one on ebay trying to do an ups/fedex claim through them. I just don't get it.
Below is the mail i get from UPS refunds/claims department.
Can anybody help with this? I am going crazy🙂
vitvol
OP3 months agoAfter an absolute crazy amount of time wasted speaking to the customer service on ebay and UPS, i finally found out how its done.
Firstly, if your item is lost, you have to contact UPS customer service through email, and ask them to open a claim for you. Do not open the claim yourself, it will fail for the most part because you're priting labels through ebay, and are not using your private UPS account. The custome service mail is custsvccafr@ups.com. After they open a claim, you wait until the investigation is over, and you will receive a form to fill, which you then send to the investigation department, their email is caclaims@ups.com. Then they send you the refund on the item and shipping through check, which takes around 10 business days to get delivered. They're pretty awful at sending those checks to wrong address, i am still waiting on one for an item that was lost in February (had to be re-sent 3 times), but at least it's workable.
With Fedex it's even worse. The claims department email is canclaimse@fedex.com. The problem with them is that to open an investigation is ridiculously difficult, i called over 15 times for them to complete the investigation because their system is incapable of working with ebay printed labels. Then, when you do succeed to get refunded, they send you a check through mail for the cost of the item, but supposedly refund the cost of shipping directly to your ebay account, which has never happened. So you can forget the shipping you've spent with Fedex, you're simply not getting it refunded. I contacted ebay CS through live chat 5+ times, they told me they've opened an investigation, that they will contact me, and nobody ever has. Completely worthless, and ebay has no system to refund sellers when couriers refund directly to ebay.
kuristopa
·4 months agoDid you get this figured out? In the process right now. Using this PDF:
https://ir.ebaystatic.com/pictures/sc/pdf/UPS_Claims_Process_for_eBay_Sellers_2022.pdf
Had to make a new account with the same email as my ebay account. Still seems to be giving me errors but I will chug on. Glad I spent the extra cash on insurance!
art-and-craft
·5 months agoUPS and eBay make our claims "Missions Impossible". Since few of us are Ethan Hunt, many of us will lose the opportunity of getting reimbursement from them for our loss or damage parcels.
UPS and eBay should make Insurance Claim Procedure clear and simple to eBay members.
Both of them have responsibilities for making Insurance Claim Procedure clear and simple to eBay members.
lotzofuniquegoodies
·5 months agoHi @devon@ebay We need a proper fix for these situations vs the runaround sellers are getting from eBay CS. Thanks
lotzofuniquegoodies
·5 months agoAddendum. Meter ran out for editing.
The way it has been standing (for years) the seller getting re-imbursed is broken at the eBay end. Damaged/lost/late does not end with the buyer only recovering lost funds.
art-and-craft
·5 months agoflippityflipped
·5 months agoHere's a sample of the email I sent directly to UPS (I don't deal with Fedex) and it finally got results (i.e., 3 refund cheques by mail) after weeks and months of going back and forth between eBay and UPS with no resolution. Hope this may help!
To: caclaims@ups.com
Subject: Lost Package Claim for Tracking #XXXXXXX (ITEM NAME FROM EBAY LISTING)
RE: Tracking #XXXXXXXX
Dear Sir or Madam,
I am the shipper of the above-noted missing package, and I understand after speaking with the UPS investigation department today that certain documentation is required in order to process my claim for full reimbursement of this lost package. Please see details below and attached.
[NOTE: I attached a screen shot of the eBay screen showing my shipping cost]
[NOTE: I attached a screen shot from eBay showing what the buyer paid for the item, shipping and tax)
I am requesting a refund of the price of the item, plus shipping charges, in the amount of $XX.XX (CAD).
Please let me know if any further information is required.
********
lotzofuniquegoodies
·5 months ago@devon@ebay Does eBay have a published process for sellers to use for filing claims for the following: Damaged, lost or late? To do so with a courier and even the post office specific info is required that sellers do not have access to (We need contact info that includes a valid email addy). Well and good the seller is refunding. They still need a working process for seller to get their money back when a shipment goes off the rail especially with the time window to complete. This is something I discovered was a major flaw with eBay labels early on.
@the_rookie_factory
@vitvol
@idnabf
@jtg204
devon@ebay
Hi @lotzofuniquegoodies! For claims that need to be filed with either FedEx or UPS, I recommend reaching out to our customer support team. They will be able to provide the best guidance on this process.
lotzofuniquegoodies
·5 months ago@devon@ebay
I and others have spoken to eBay cs in the past about claims of all types. They were of little help. The normal procedure would be to file directly with the courier. Issue being is the information they need to do a proper investigation is not available within eBay. This require coordination and direct contact between both parties along with the following.
To file a claim with UPS or FedEx for lost or damaged items, report the issue online via their respective websites (fedex.com/claims or ups.com/claims) using your tracking number. Provide detailed descriptions, photos of damage, and proof of value (invoices/receipts). Keep all original packaging until the investigation is complete.
Once you have refunded the buyer they tend to drop off the planet making it next to impossible for a proper investigation. My last damage claim (damaged- crushed by USPS) with CP was to USA. Case was closed because of no contact between USPS and customer. I ended up being out approx. 65.00
Note: In certain cases it becomes a back and forth because eBay technically owns the account numbers. (eBay Labels situations.)... When it is a sellers account situation it is due the difficulty for contact between the 2 parties and the courier/Postal service. They need to be able to properly investigate to prevent fraudulent claims.
art-and-craft
·5 months agoI tried, many times. But eBay customer support team gave me a lot ("Contact UPS, They are responsible for the lost parcel............................"), but no help.
the_rookie_factory
·5 months agoSame problem here with UPS.
Claim in process for 2 weeks now ... no contact back and no refund on lost package.
Reps are of little help... they say eBay 3rd party and eBay says shipper is responsible.
Process should be seemless, it is not.
jtg204
·6 months agoPhone reps, and live chats can be unhelpful.
Have you tried contacting ebay support via facebook messages?
https://www.facebook.com/eBayCanada/
vitvol
OP6 months agoI was thinking of contacting them through facebook as my last resort solution because i don't have a facebook account, so would need to make one just to hopefully resolve an ebay issue. I sent them mails, and spoke through live chat, they seemed completely disconnected from my problem, as if they've never heard of it before.
idnabf
·6 months agoI have exactly the same problem - ebay says to contact UPS and UPS says they sent a letter to ebay canada in Toronto - i need to follow up with them to make sure they got the letter and are moving the process along and eventually a refund will be sent to? ebay or me - still not sure how the process works