Ok, so I recently sold glassware to a number of buyers and had to ship multiple packages all over the US. A couple went USPS due to the Paypal confirmed address being a PO Box, most went UPS Ground. All insured. All items double wrapped in bubble wrap individually and taped. Box lined with more bubble wrap, box marked fragile. If you shook these boxes, nothing moved.
Out of all the packages, two were damaged. One USPS, one UPS. I am having exactly the opposite experience as expected.
1. I filed my claim with the USPS online for the full amount of the sale. Issued the seller a refund and crossed my fingers. I had attached to my claim online photos of the broken merchandise. IN LESS THAN 48 HOURS, my claim was marked "approved" online and I got my check Saturday, just days later. They never asked the buyer for anything. I guess we can toss the broken pieces now.
2. HOWEVER, now we move to UPS who I have never had problems with. I file the claim online (we're talking under $60 for the merchandise, but I wanted a refund of shipping costs, which was an option). Instead of paying promptly, UPS e-mails me that they are going to do pickup the item on the 24th from the buyer. Fine. I tell the buyer to get it ready and had her send me pictures, you can even see the box is smashed in on one side. The dropped this thing HARD in transit. It's clear as day.
Well, first UPS shows up on the 23rd to get the package from the buyer (day early) and she wasn't ready so they come back and get it on the 24th.
Friday, I get an e-mail report from UPS.. they are denying my claim because I did "not protect the contents". First, the buyer unwrapped each and every item to inspect and take photographs so of course UPS is not going to see how the items were packaged when she got them. How would she have known what was broken if she didn't unwrap them? How would she have photographed the broken item? They make no mention of the box being smashed in on one side. Simply, claim denied.
Not acceptable. So I e-mail UPS explaining the above. The items they have were UNWRAPPED by the receipient to discover the damage. I explained how I had wrapped them originally and mentioned I have a photo of the box damaged upon delivery to prove something happened while in their care.
I get an e-mail back saying they have submitted an appeal for me and will get back to me today.
OK, let's assume they are going to hold firm and claim the buyer unwrapped broken merchandise is exactly how I shipped it and they are not responsible for the damage no matter how much they beat up the box.
What is my next step? I know I am getting ahead of myself, but I can smell battle ahead. (Over $60, really?) Do I treat this like any other major company complaint and write the CEO with photographs and story? Do I contract the BBB? Do I get ready for small claims?
(The CEO letters and BBB have done wonders for me before, but not in shipping of eBay merchandise).
I'd appreciate any feedback from those who had to fight UPS over an insurance claim and won.