CanadaPost Damaged Shipment Claims not being paid to Seller only to eBaY Pitney Bowes

[futuretech_liquidations]

We recently been informed by CanadaPOST that as an eabay seller when you file an insurance claim for a damaged item that they will now only be compensating eBay/Pitney Bowes. Their system no longer enables them to issue a check to the seller.

They told us to contact eBay / Pitney Bowes to get our refund for the insurance claim.

As you can imagine, eBay has no clue about this new procedure from CanadaPOST and neither does Paypal both of whom I have spoken to for hours on end informing them of what CanadaPOST is saying to us.

So it looks like if you use the eBay integrated CanadaPOST Shipping module to buy the shipping label and your parcel is damaged /  lost and you file a claim with CanadaPOST they will only credit back eBay / Pitney Bowes and not you the actual shipper.

We currently have twp (2) claims amounting to just under $300 that we have refunded back to eBay buyers for lost shipments to the USA and as of today it does not look good that we will ever get a refund back from CanadaPOST. I have spoken to multiple customer/claims agents and they are all telling me the samething - CALL EBAY.

If anyone has any suggestions as to whom at eBay can help work this out it would be appreciated.

[sylviebee]

 futuretech,

I'm sorry to ask again, but the more you post about this more confusing it becomes.

If you answered I missed it, but as I asked above:  

The way we are familiar with: When there's an insurance claim, the seller reimburses the buyer and then files a claim with CPO. CPO then refunds the seller. That's the process regardless of where the shipping label was purchased.

Are you saying that now, when a seller buys the label via paypal and there's an insurance claim, that the seller refunds the buyer and then files a claim with the CPO but the PO reimburses paypal instead of the seller?
If so, how does PP make the connection between the refund and the shipper?

Or.... is the PO issuing the refund via paypal as opposed to check (and if that's the case, who cares?).

Or are you saying something else?

[ricarmic]

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@dinomitesales wrote:

I also find this new policy (if true) to be very strange. Unfortunately, even if it is true, it will probably be next to impossible to get any relevant information out of eBay/PayPal/Pitney Bowes as I'm sure anyone you talk to has no idea what 'Canada' is anyway.

As a Canada Post retail clerk I can tell you that nothing has come down the line to us via Canada Post's "InfoMessages" regarding any change in insurance claim payouts, but then again, they don't keep us abreast of many things.

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With regard to the comments about affixing stamps to your parcel, I can comment on that. Ricarmic was mostly right with what he said. Basically when we get to the step right before the labels get printed out it asks us if there is any "pre-affixed" postage, and then we just enter the value of the stamps. So even if you don't have enough stamps on there, the computer will just deduct the amount you do have and you can just pay the remainder. There's only ever two labels that get affixed to applicable parcels with tracking - (1) the label with the tracking number, and (2) the label with the postal code on it in big letters (this is also the label that indicates how much postage was paid, if any).

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THX Dinomite for clarifying/correcting!

This is the advantage of having someone who is on the "other side of the counter" on our board, because I never see the actual screens they're typing on (the funny part is when temporary folks are in they're sometimes asking me what things they're supposed to be clicking on, which I of course don't know!)

It's good to know the relevant postage paid, if any is on the postal code label, I've never looked closely at them once my PM has put them on the boxes....

[pocomocomputing]

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@dinomitesales wrote:

I also find this new policy (if true) to be very strange. Unfortunately, even if it is true, it will probably be next to impossible to get any relevant information out of eBay/PayPal/Pitney Bowes as I'm sure anyone you talk to has no idea what 'Canada' is anyway.

As a Canada Post retail clerk I can tell you that nothing has come down the line to us via Canada Post's "InfoMessages" regarding any change in insurance claim payouts, but then again, they don't keep us abreast of many things.

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With regard to the comments about affixing stamps to your parcel, I can comment on that. Ricarmic was mostly right with what he said. Basically when we get to the step right before the labels get printed out it asks us if there is any "pre-affixed" postage, and then we just enter the value of the stamps. So even if you don't have enough stamps on there, the computer will just deduct the amount you do have and you can just pay the remainder. There's only ever two labels that get affixed to applicable parcels with tracking - (1) the label with the tracking number, and (2) the label with the postal code on it in big letters (this is also the label that indicates how much postage was paid, if any).

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What happens if you overpay? That is you have more stamps than needed? Get a credit?

I had a package sent Expedited Parcel withing Canada. I did the measurements and weighed it. I looked up the rate online and used the Show Savings online because I have a Venture One card with 5%. I did this many times before.

This time the clerk came up with a lower rate because they used 1 cm less on one of the dimensions. I knew one dimension was just barely over so it could be read either way. The counter person (7-11 Store) said I overpaid by 30 cents and I just let it be and mailed it. The stamps were already on the package.

When using postage stamps on a package, what to do for a calculated rate. Put the stamps you think is required or go under and have stamps on you to put on? I do not want to be a pain at the post office for others who may be in line.

Never a problem with flat rates like Light Packet or Small Packet. I usually drop in the corner box for these. Tracked Packet is easy too because it is flat rate (plus gas surcharge) based on weight there is no Dimensional Weight calculation.

Just curious what to do.

[ricarmic]

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@futuretech_liquidations wrote:

Ok so just spoke with Pitney Bowes Ebay Global Shipping Customer Support center and was promptly advised that they only deal with US sellers and have nothing to do with Canadian Sellers so they could not help me. Even after explaining to the rep as to why I was calling them she told me does not make any sense what CanadaPOST is doing.

So yet another roadblock but I will now call back ebay and push on further. Will update accordingly once I have new info.

Anyone else have any new news on this ?

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Wow this is  beyond crazy. 

I looked at your lots and you're selling on .CA right?

Assuming so, I don't understand how Canada Post is even thinking Pitney Bowes because technically that's for stuff coming from the US to us here...

I admire your perseverance to get this solved, please keep us updated as to what happens,....

[widgetc]

You don't get a credit for overpayment with stamps. If the service is taxable the portion paid with stamps already has that tax included, for example post age $16.00 plus tax you only need the $16.00 in postage. Also the rates at the counter are often a little different from the on line rate so I put close to enough postage on it and top up at the counter from the stamps I always bring. I generally get stamps for 60% to at the most 70% of face. So $1000 face for which you would pay $1000 plus tax at the post office I will typically get for $650.00.

[ricarmic]

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@pocomocomputing wrote:

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@dinomitesales wrote:

I also find this new policy (if true) to be very strange. Unfortunately, even if it is true, it will probably be next to impossible to get any relevant information out of eBay/PayPal/Pitney Bowes as I'm sure anyone you talk to has no idea what 'Canada' is anyway.

As a Canada Post retail clerk I can tell you that nothing has come down the line to us via Canada Post's "InfoMessages" regarding any change in insurance claim payouts, but then again, they don't keep us abreast of many things.

----------

With regard to the comments about affixing stamps to your parcel, I can comment on that. Ricarmic was mostly right with what he said. Basically when we get to the step right before the labels get printed out it asks us if there is any "pre-affixed" postage, and then we just enter the value of the stamps. So even if you don't have enough stamps on there, the computer will just deduct the amount you do have and you can just pay the remainder. There's only ever two labels that get affixed to applicable parcels with tracking - (1) the label with the tracking number, and (2) the label with the postal code on it in big letters (this is also the label that indicates how much postage was paid, if any).

---

What happens if you overpay? That is you have more stamps than needed? Get a credit?

I had a package sent Expedited Parcel withing Canada. I did the measurements and weighed it. I looked up the rate online and used the Show Savings online because I have a Venture One card with 5%. I did this many times before.

This time the clerk came up with a lower rate because they used 1 cm less on one of the dimensions. I knew one dimension was just barely over so it could be read either way. The counter person (7-11 Store) said I overpaid by 30 cents and I just let it be and mailed it. The stamps were already on the package.

When using postage stamps on a package, what to do for a calculated rate. Put the stamps you think is required or go under and have stamps on you to put on? I do not want to be a pain at the post office for others who may be in line.

Never a problem with flat rates like Light Packet or Small Packet. I usually drop in the corner box for these. Tracked Packet is easy too because it is flat rate (plus gas surcharge) based on weight there is no Dimensional Weight calculation.

Just curious what to do.

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If you have too much postage on the parcel, too bad for you, they can't refund the difference. This is because the stamp isn't recoverable.... so if it stays on the parcel it becomes used and has no value.

When I'm weighing big (bankers/xerox sized) boxes, I'm using a so so accurate scale, so often I'm out by a half a kilogram weight wise. If it is close, I just put the extra on, rounding up so to speak, so often I'm sending boxes over postaged. 

The only solution to that would be to pay the extra in cash (the process makes that fairly easy as dinomite said they just enter in how much postage you have affixed and it bills you in cash for the difference unless you want to put more stamps on) , or have a wee envelope with a variety of stamp values in it (that would tend to be annoying to the people behind you though).

[fashionoutletdeal]

call and escalate the case.Then after 48 hours call canada post and ask to speak with manager,if they try to foul around tell them that they are in default and if need it you will call the ombudsman.Be persisten on your rights and also on your agreement with them .Call Ottawa head office you will find the phone number on Facebook.I did and i get my money even after 3 months.You use ebay for shipping labels but your payments are transfered to Canada post derefore you had full right to be refunded.Also provide them with the refund transaction from PayPal.Dont give up. Good luck

[fashionoutletdeal]

nothing is changed .they just dont want to pay .Have handy the information for your customer

[sylviebee]

Since this thread has turned into something else and I still have no idea what the OP was actually trying to convey, I'm going to up some space to vent here as well.

I Recently I had an experience with CPO that involved an insurance claim for an item which arrived broken.

 A buyer contacted me that an item arrived damaged. She had photos and I took care of it right away and refunded her money. From the photos it was clear that she was telling the truth.

I was confident that CPO would in turn reimburse me as I had intentionally shipped Expedited so that I could buy extra insurance.
It was a $700 item.

I filed a claim with CPO and waited and nothing happened. I don’t check my junk folder, but that day for some reason I did take a look and saw that CPO had closed my case and the reason they gave was that the buyer had not responded to their requests for additional information.

I contacted my buyer and she told me that she hadn’t received any messages from CPO either in her junk folder or via regular email. Again, it was clear that she was telling the truth.

I called CPO and had them re-open the case and I also put my buyer on alert to watch her junk folder.

A couple of weeks later I had another email from CPO that the case had been closed (no reason provided.)

I called CPO again and once again had them re-open the case.

This time I received a phone call from CPO.

Once again I told her that my buyer wasn’t receiving CPO messages.

I was in close contact with my buyer at this point and I never had a problem contacting her. This time she did get CPO’s emails and she sent them the information they requested.

A couple of weeks later, for the third time, I received a message that my claim had been denied as they felt that the damage was not their fault.

Really? I’ve packed thousands of items much more delicate than this one which arrived safely. The item was without a doubt well packed and my buyer stressed this fact to the CPO.

CPO closed the case three times.

The first time they lied to me about their reason for closing the case.

The second time they closed it just because they felt like it and didn’t even bother providing a reason for doing so.
The third time they closed the case they gave me a reason for doing so.  
There was no valid reason to deny my claim.

I was sincerely surprised by the way the CPO handled the situation, even going so far as to lie to me repeatedly.

Since denying my claim was clearly in their best interest of CPO, it never did sit well with me.  Perhaps not, but to me it appears as if the CPO never intended to honour my claim.  

[sylviebee]

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@recped wrote:

I just got a cheque in the mail from CP for a damaged shipment, Xpresspost printed through PayPal, cheque made out to me.

It was the first ever damaged claim I'd done with Canada Post, it all went well except the buyer screwed up and told CP that they wanted to keep the item (which I was going to replace or refund) so CP only paid me the shipping costs.

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I've always been told that claims get negated if a buyer returns the item.

In fact, Ruby Lane instructs their sellers that asking for a return negates an insurance claim and that a also makes logical sense.

Yet, you seem to be saying the opposite unless I've misunderstood.

[cumos55]

This situation sounds like Canada Post wants Canadian online sellers to use the Business Solutions option offered by Canada Post.

Ventuireone became Business Solutions...  with some very good savings offered.

Those that use Paypal/eBay for postage labels  should look into the savings offered with Business Solutions

[recped]

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@sylviebee wrote:

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@recped wrote:

I just got a cheque in the mail from CP for a damaged shipment, Xpresspost printed through PayPal, cheque made out to me.

It was the first ever damaged claim I'd done with Canada Post, it all went well except the buyer screwed up and told CP that they wanted to keep the item (which I was going to replace or refund) so CP only paid me the shipping costs.

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I've always been told that claims get negated if a buyer returns the item.

In fact, Ruby Lane instructs their sellers that asking for a return negates an insurance claim and that a also makes logical sense.

Yet, you seem to be saying the opposite unless I've misunderstood.

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The buyer did not return the item they retained the item as I requested. The problem was they were probably asked by CP "do you want to keep the item" to which they answered "yes". If they had said "no I want an undamaged replacement" things may have gone differently.

I was prepared to replace the item if CP was going to pay the damage claim (even a partial) but now....not so much.

You are correct though, if you plan to file a damaged claim with any shipper the item and packaging must be retained by the recipient.

[dinomitesales]

Your questions have been answered by several others, but I can confirm what they are saying - if you put too many stamps on the box then you are simply out that postage. If we enter a value for "pre-affixed postage" that is greater than the actual shipping cost for the item, then it simply defaults to the actual cost with a net result of zero owed.

If you're concerned about overpaying I would suggest putting slightly less in stamps than you think it might cost (and then paying the remainder in person), or carrying an envelope full of various denomination stamps and topping it up on the spot.

[sylviebee]

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@recped wrote:

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The buyer did not return the item they retained the item as I requested. The problem was they were probably asked by CP "do you want to keep the item" to which they answered "yes". If they had said "no I want an undamaged replacement" things may have gone differently.

I was prepared to replace the item if CP was going to pay the damage claim (even a partial) but now....not so much.

You are correct though, if you plan to file a damaged claim with any shipper the item and packaging must be retained by the recipient.

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recped, just wondering:  What was the value of your item?  

One reason I'm wondering is because it does seem as if our Post Office has become much more difficult when it comes to insurance claims.

In the past they didn't contact buyers unless the claim was for an expensive item (like the one I posted about above).

In your case it sounds like they were actively searching for a way not to honour a valid claim.    Just because a buyer doesn't want to return an item doesn't mean it wasn't damaged during shipping.

My experience with the PO left me with the feeling that claims for damage are pointless now, and the one you reported here also seems like they were trying "too hard" to come up with an excuse not to honour your claim.

[maggiebvintage2010]

Pitney Bowes is a very large company and does a lot more things than just the GSP program.  Pitney Bowes is the company that is responsible for the eBay Canada Post discounts available through PayPal.  So Canada Post has sold the postage to Pitney Bowes.

See this link:

http://www.prnewswire.com/news-releases/pitney-bowes-provides-online-postage-solution-for-ebay-and-p...

I can understand (somewhat) the argument as put forward by CP, but there seem to be huge cracks (ie nothing in place for PB to pass the insurance claim receipts on to the shipper).

futuretech_liquidations - you need to contact Pitney Bowes without contacting the eBay Global Shipping Customer Support, since the GSP has nothing to do with your problem.  Try starting with info in the following link:

http://www.pitneybowes.com/ca/en/our-business/what-we-do/canada-contact-us.html

[futuretech_liquidations]

Update - Finally received a callback from CP concerning this issue and the supervisor told me that they did have an internal meeting regarding this situation and they have made changes to allow their system once again to pay the actual shipper and not eBay/Pitney Bowes.

Finally got my cheque albeit after a few more calls to get a cheque versus a credit on our account.

We will see how it goes if we ever have another claim with them.

[cumos55]

I have shipped many large pieces of pottery and glassware.

If the item breaks in transit it is my fault.

Why?

Because I did not pack it properly.

All  breakable items should be "double boxed " for shipping.

For a breakable item... Canada Post will cover a loss of the parcel in transit.  However, if the items breaks... then there is no coverage...

This was my understanding years ago... and this understanding remains today

[imaglassprisoner]

Ive just had the same experience.....and after many similar  delays they denied it because the buyer threw out the box....even though he has pics of the damage obviously caused from being dropped or run over etc. also even though its not on the fragile list they say its fragile even though its an old solid wood radio cabinet. Im with you i feel they have no intention of paying out damage claims. Ive asked to speak to her supervisor. its my first claim in 17 years....lol

[tyler@ebay]

Hi everyone,

Due to the length of time that has passed since this thread began I have locked it from future replies. If this is still an issue that warrants discussion, don't hesitate to begin a new thread!