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Package damaged by UPS (original shipment)
Hi all, we seller-fulfilled / shipped an order to a customer via UPS Ground, with the shipping label purchased via Amazon Buy Shipping.
Customer reached out to us to let us know that the tracking information on UPS’s website shows: “Damage Reported: Returning to Sender”.
We immediately issued a full refund to the customer, because they aren’t going to receive the item since it’s back in transit to us.
However, because we purchased & printed the shipping label through Amazon Buy Shipping (not our own UPS account), how does filing a damage claim & reimbursement work? It wasn’t a particularly high value shipment; product shipped is somewhere in the $20 - $25 range, but if it’s a quick enough process, I certainly wouldn’t mind getting the product cost + the shipping charge that was assessed to us reimbursed.
We ship around 100 orders / week, so while we’re not necessarily a juggernaut of commerce, the fact that this is a first for us is pretty amazing. Now that I’ve jinxed it…
Thanks in advance!
5 replies
Seller_HBhIwn01rMYwF
I am experiencing this same situation. Did you ever find a resolution?
Seller_HQW2LnWdKt3wQ
No, I never did find out what to do in this situation. Considering the relatively low value of my shipment, and the rarity of this type of situation (first damaged box out of several hundred shipped), I decided that regardless of the process, it likely wouldn’t be worth my time to figure it out or otherwise do it. If instances like this were to increase going forward, then I will definitely revisit this. Sorry I can’t help more.
Seller_08ADIjAlCrQ5a
File the UPS claim as a “third party”. File it any other way and it will be declined.
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