posted on June 26, 2002 09:36:35 PM
A customer purchased a new $250+ vacuum cleaner from me. I shipped it out in a timely manner by UPS Ground as requested and paid for by the customer. The item is shipped in its original container by us just as it is by Hoover, Walmart, Kmart and others as well as these companies’ distribution centers. These companies clearly state this in their shipping details located on their websites. We simply add extra tape to both ends and add a few FRAGILE labels to the original box. The box was in good condition before it left our hands. The problem is, I received a message on my answering machine from UPS damage department stating that "The contents came lose during shipping and the carton was thrown away as was the contents." The customer is understandably upset and wants me to replace the vacuum myself within the week or he will put a “dispute tracker on his credit card for the amount paid”. We clearly state that “any damage that occurs during shipping must be taken care of through the carrier” (UPS) though I have certainly tried to do my best in the past to replace what few items have been damaged by UPS as they can take up to 8 weeks to pay up on an insurance claim. Though it sounds like UPS will pay for the item, UPS has not made a clear decision on the matter so I cannot and will not pay the claim to my customer myself until I hear the answer from UPS. I would be willing to send the customer a new vacuum IF I hear from UPS that they will be paying ME and only ME for the claim. Id hate to send a replacement out and then have the customer receive a $250 check from UPS on top of that. I would be willing to take a loss on the shipping and time a replacement would cost me but I am not going to jump the gun and risk a big loss. I’m curious to hear some suggestions and thoughts on the matter. Thanks in advance!
P.S. From the horror stories about PayPal I’ve heard on charge backs and the like, I’m thinking I should deplete my balance in anticipation of a potential charge back. His payment was made by PayPal.
posted on June 26, 2002 09:41:48 PM
Yes,
Take your money out of paypal now. Never keep a balance of more than $100.00 at any time.
Second,
UPS will pay the buyer the claim. However one thing you may have a problem with. Your post doesn't state anything about taking out insurance coverage. If you didn't, UPS will only pay $100.00 and you will be responsible for the balance. If you did, then the insurance claim will be paid to the buyer. Another problem you could run into is you didn't package you item into a shipping box. A shipping box is any box that could hold the box your item was in. Often insurance claims are denied because of insufficiant packaging. Shipping an item in its' own carton often is not enough to be covered under the insurance plan. It depends upon the person inspecting. This may not be as much of a problem in this case as UPS has admitted damaging the item. But in the future, I would put the item box into a shipping box.
I would wait to send any payment or replacements until UPS does their part. I would contact UPS however to see when they pay the claim and how much. That way you don't have to take the word of the buyer either.
Good luck.
[ edited by caffeitalia on Jun 26, 2002 09:46 PM ]
posted on June 26, 2002 10:01:10 PM
And I would keep in constant friendly contact with the buyer and let them know exactly what is up. Communication can avoid the dreaded chargeback.
If you have had several claims with UPS you might consider what an earler poster suggested = double boxing your goods.
I never send out items in just their original box, even if it is cardboard. Depending on bulk and weight, sturdier stuff is often needed. The cardboard box a lot of this stuff comes in is relatively flimsy, since it is shipped to stores or distribution centers in bulk on pallets.
Perhaps the Kmarts of this world can get away with second rate shipping practices, but we independents can't afford the time or money involved in claims. A chain has dozens of the same item on hand, and can squeeze UPS for a claim. And they pay a lot less for those goods than we do.
Just as there are defensive driving techniques on the road, so there are defensive packing techniques that can help cut down on these problems. I haven't had a claim in quite a while on my electronics shipments, thank goodness. I think it is the packing. And the customer pays for it, but it goes into good materials, not my pocket.
posted on June 26, 2002 10:30:34 PM
I am amazed that UPS hasn't rejected the claim because of inadequate packing. I have had claimns rejected by UPS for this very reason. "Package was inadequately packed"
posted on June 27, 2002 07:07:36 AM
As a buyer, I have filed several claims with UPS for damaged items. Although I was able to initiate the process, the seller was always paid the claim, not me.
posted on June 27, 2002 10:07:27 AM
I have had 3 claims through UPS and the check was sent to me, the seller, all 3 times. The claims have all been settled within 10 days of filing.
Just take a printout of the auction to your UPS center and start the claim, don't forget to add on the shipping amount.
