Filing A UPS Claim For Shipping Label Purchased On eBay

Many sellers choose to purchase UPS shipping labels directly from eBay due to discounted pricing that is offered, but some run into issues when the need to file a claim for loss or damage arises because UPS says eBay is the accountholder that needs to file the claim, not the seller.

Sellers are usually directed to this eBay help page and told to follow the instructions for filling a claim with UPS:

Shipping insurance

Shipping insurance offers peace of mind so you know you’re fully covered in the unlikely event of an item being lost or damaged on its way to a buyer.

eBay

Filing a UPS claim

• Visit the UPS claims portal
• Log in to your existing account, or create an account. It's important the email address associated with your UPS account is the same as the email address associated with your eBay account.
• Enter required information, refer to the UPS Claims on UPS.com Seller guide for workflows for lost or damaged packages.
  
  

Tip
Be sure to select and complete ‘Add Alternate Payment Recipient’ using your name/company name and address to ensure the claim payout is sent directly to you.

However, some sellers report after following those instructions, they are unable to complete filing the claim because they are not able to upload their claim documents.

One helpful eBay community volunteer shared some advice from one of the eBay community employees that could help other sellers facing this situation:

How to process a UPS claim for a label purchased on eBay .... troubleshooting.

I asked what a seller should do when UPS says that eBay is the customer and must file the claim. We know that’s not the way it should work but I have seen a number of posts where sellers have run into this problem. I wasn’t sure if the shipping board or selling board would be best for this but fe…

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I asked devon@ebay what a seller should do when UPS says that eBay is the customer and must file the claim. We know that's not the way it should work but I have seen a number of posts where sellers have run into this problem...

...This was his reply:

I did some more digging I did find some more steps buyers can follow for the claim process:

We found the reason for the confusion and here's some helpful info:

After customers file a claim online, UPS sends the customer a confirmation email. That email has 2 different URLs to access the claim, and this is creating the issue some customers are reporting. Below are the URLs, example also attached.

https://www.ups.com/claims?loc=en_US is the correct access point and enables customers to upload forms related to the claim within the claims dashboard

https://www.ups.com/claimdoccs/home?loc=en_US which is the access point customers who experience the friction points called out in your example in this email.

This issue is compounded as UPS also sends the same claims confirmation document to the customer via physical mail

Next Steps:
UPS is in the process of updating or ‘versioning’ the email so that customers who filed online claims will receive an email with only the link to the correct URL within their confirmation email.

In the meantime, please direct customers to upload any forms related to their claim by going to the online claims link https://www.ups.com/claims?loc=en_US

UPS is in the process of updating their UPS Claims Process For eBay Sellers Guide to clearly specify that customers upload claims forms via the correct URL https://www.ups.com/claims?loc=en_US

Have you had problems filing claims with UPS for labels purchased through eBay? Let us know in the comments below!