WHAT NOW? Your advise please!

[tip-top.deal]

I sold an item valued at $US1000 to a USA buyer. Paid an extra $30.00 insurance to UPS. Item got damaged in transport. I filed immediately a claim and was in constant contact with the buyer for the last 6 1/2 weeks, trying to resolve all the issues created by UPS. Buyer was appreciative for all my efforts and my communications - until today, when I received another e-mail asking for the latest news. He also stated that it was him suffering the consequences of the damage and that maybe the time had come that he should return the item to me for a refund!
From my point of view: I have invested many hours and done everything to speed-up the claim. I paid the $30.00 insurance out of my own pocket. I didn't ship a damaged item, etc.
From his point of view: The item is beyond repair and needs to be replaced. He couldn't hand it out as a birthday gift. Collecting the insurance money is taking too long, etc.
WHAT NOW? I don't now for how much and when UPS will settle the claim. I don't feel of having the reponsability to settle the claim out of my own pocket, to hopefully collect from the insurance later on!
Need you advise please!

[zarzuella]

Refund.
Your buyer is blameless here; this is betwen you ans UPS.

Ann

[zarzuella]

ans = and

[alero0]

Put yourself in your buyers shoes. If you bought something and it arrived damaged....would you feel that you should have to fight with the insurance to get a settlement? I think you'd just return the item, I know I would. I always felt that we as sellers are responsible for getting our products to are buyers in good condition. It's a good thing you did take out the extra insurance because at least you can make a claim.
Maybe this isn't what you want to hear but I feel it's you that should be fighting to get the claim settled, not your buyer.
Have your buyer send you pictures of the damages so you can send them to UPS, and if you've been calling UPS once a day to try to get answers maybe you should increase it to 5 calls a day.

[whoscloset]

I agree with Ann. You must refund and deal with the UPS issues yourself.
Monique

Himalayan Salt Lamps - A Guide to Purchasing

[futuretech_liquidations]

I agree too that a refund is the right thing to do however in these special cases both the buyer and seller have to work together to assist each other with the claim process.

In the case of the buyer, you should instruct the buyer to keep all packaging materials and take photos of them as I can guarantee you once UPS picks up the item the packaging will be destroyed and this is the most important piece of evidence that you have to assist you with your claim. Also make sure your buyer takes several good shots of the packaging and to highlight any obvious signs of damage (ie: crushing, rips/tears, etc).

Keep a log (time, date and name of agent) of all your correspondences with UPS.

Do not refund until the following has occured.

1. UPS inspector has gone to your buyers and picked up the item and an inspection has been done.

2. UPS has confirmed to you in writing (email) that the damaged goods have been collected by UPS and is now in their possession.

Once you have the above two, you can now refund the customer as their involvement is now over and the claim process is between you and UPS.

Get your paperwork for the item prepared in advance:

1. Invoice showing your cost for the goods
2. Any photos you have of the item before and after shipment
3. Copy of your eBaY Ad listing for the item
4. Copy of your paypal invoice for the item
5. Shipping documents/Commercial Invoice for the item you shipped to the buyer showing the insurance amount you paid for the item.
6. Email or letter from your buyer stating the condition of the item when received and also stating the condition of the packaging and mentioning any damage(s) they observed to the packaging and contents.
7. Buyer photos of packaging and damaged goods

Also, you may want to read the back of the UPS Shipping label/Commercial Invoice to educate yourself on their Insurance Terms and Conditions so you are aware in advance of any potential problems you may have or their payout limitations.

Depending on what you shipped, their insurance payout may limit their payout to $2/LB regardless of what insurance you paid for - You will have to fight real hard to get your full payout.

Also, call your salesrep and get him/her involved, if you do any serious volume with UPS then your salesrep may take the extra effort to help you out some if not then talk to his/her supervisor/manager.

GOOD LUCK!

TIM @ UPS

[katiusciav]

i too, have to say that after reading the first few lines, i think the buyer should have been refunded right away, and then deal with the issue between you and ups. ask the cx to stay involved in the process whenever need be, like futuretech said, in order to help get your claim. i'm sure they would have no problem in doing so if they were refunded right away. i'm surprised they were this patient!!!i know its hard-its alot of money, but it really is the right thing to do-keep telling yourself if it were you on the other end, you'd expect the same service.
and by the way, sounds like ups is taking waaay to long to settle this matter, you purchased the insurance, what's the hold up? i would give them a short deadline from now, or threaten to take your business elsewhere. that's ridiculous!

[sunshine2426]

This has happened to me in the past when I sold antiques a few years back. I sold a Coca Cola sign and it got damaged and the buyer was nice enough to wait for the refund from Canada Post.
It wasn't easy keeping him calm but I called him on the phone weekly and told him what was going on and he felt that by me calling him with updates every week he trusted me and waited. It took about 6 weeks for the refund.
Good Luck ! 🙂

[whoscloset]

You can threaten to take your business elsewhere all you like...it won't do you any good as UPS uses a third party to process their claims. I've argued this disconnect with them for years.

It shouldn't be taking this long for an insurance claim however. I've never had them take more than a few weeks. I would contact UPS and make sure it has been processed.
Monique

Himalayan Salt Lamps - A Guide to Purchasing

[tea_past_times]

Tim has it right, follow his instructions to the letter.

[tip-top.deal]

Thanks for all your advise. I have some additional facts that I didn't included in my original posting, because it would have lengthened the text considerably.
The item in question is an original oil painting with wooden frame. The frame only was damaged in transport and was picked-up by UPS (for inspection), however for some reason it ended-up being returned to the original mailing address here in Canada?!. Oil painting was OK and is still in the posession of the buyer. Value of the frame was quoted by buyer as being $400. I used this figure when filing the original claim with UPS. Pictures from before and after, together with e-bay listing, PayPal payment info. etc. etc. were all included in the claim. A claim number was assessed by UPS. Following they requested a written replacement quotation that I had to forward to the buyer, because he eventually has to go out and buy a new frame! He informed me that the quotation was for $750.
Now, if I take your good advise, will I arrange a refund of $400 or $750. Look also at the relationship between the cost of a painting and a frame. 40 versus 60% in the first case and 75 versus 25% for the painting only in the second case. I know it all has to be argreed upon between the both parties and so far we had great mutual communications. Both actually agreeing that UPS has no idea about customer service.
I put myself into the shoes of the buyer, that's what initiated the tought of posting this case, but it's a big chunck of money that I'm not sure to get eventually back from the insurance.

[katiusciav]

refund the 750.00-with proof of course that that's what it'll be worth to replace. you may or may not get all your money back, but there have been lots of items i've had to refund that i never got my money back for either. its still not the buyer's fault..

[orbitdrop.ont_01]

Do I understand correctly that the buyer kept the painting but only returned the frame? If I do understand correctly I personally would not issue a refund until the whole item was returned to me. You could very easily get a new frame made for the painting and resell it and still profit from this. By leaving the painting with the buyer, you seem to be losing out twice.

This of course is only if the buyer paid the amount because he wanted the painting. If he only bought for the frame then my course of action would be pointless. Seems to me $750 is a lot for a frame. If the painting is from a known artist then it is probably worth more than $250.

[tea_past_times]

Tip Top, the more you say about this deal, the more it makes me wonder if you could be getting scammed. People don't buy art on Ebay for the frame. I could get this guy a frame for the painting for way less than $750. I say SCAM!! I would tell him to send the whole shipment back and when you have everything you sent to him, painting, frame, packaging, back in your hands, then give him a refund. You could always reframe the painting yourself and resell it - thus recouping some of the money you refunded. As it stands now, you have no painting and a sky high bill for a frame. If he won't return the painting, then the money is yours to keep. I have been a victim of this sort of scam before. I won't sell art on Ebay anymore. - PHIL

[tea_past_times]

And for helpful tips on avoiding this kind of problem take a look at the Should I buy From tea_past_times test, posted on my ABOUT ME page. 🙂

[zarzuella]

If I am understanding this correctly, your buyer has a $400 quote for replacing/repairing the damaged frame but UPS have placed an interim value of $750 on it? If so, refund $400 with the understanding that you will refund the difference if and when you get it from UPS.

Ann

[tip-top.deal]

zarzuella: My original posting said that frame was beyond repair and the replacement value I got from the buyer was $400 and I included said amount in my claim. When UPS ask for a written quotation, later on, the amount declared by the buyer jumped to $750.
tea_past_times: After 5 years of e-bay selling I still believe in the honesty of peoples. According to the fax headers, my buyer is a medical doctor and had the financial means to outlay $1000 for a bithday gift. He suffered the consequences of the damage and is entitled for some compensation, just how-much is the question! Great ABOUT ME page, I'm wondering if I could use some of the content for my own?
orbitdrop.ont_01: Only the frame was damaged, then picked-up by UPS for inspection and ended-up being returned to sender! (my UPS store) Buyer only claimed replacement for the frame value right from the beginning and consequently kept the painting.

[tea_past_times]

Great ABOUT ME page, I'm wondering if I could use some of the content for my own?

You or anyone who posts here is welcome to use any of the policies I have posted on my About Me page any way you like.