Ebay: UPS has damaged my product

[Frenchsalesadministrator]

Hi

I have recently created this thread. http://www.ukbusinessforums.co.uk/t...ompany-for-ebay-delivery.325924/#post-2417111

I then decided to send my parcel via UPS in confidence that there wouldn't be any problem.
But the buyer has now opened a case on ebay complaining that the parcel and item was damaged and he has sent pictures. Some plastic parts are cracked.
Not sure how to put pictures on here so if someone can tell me i will do it.

Anyway, with regards to ebay i should resolve the case within 8 days.
Am I supposed to give buyer a refund?

Is my case with UPS worth to contact them?

Thanks

 

[deadgoodundies]

Yes your case would be with UPS as you contracted them to deliver the parcel.

Two options on the refund

1. Ask the customer to return it to you - but if it is found to be damaged when you get it back as a good gesture you would need to reimburse the customer for their return postage costs

2. Take the photographic proof of the cracks as evidence that is truly damaged and then either offer the customer a refund or a replacement being sent out to them at no extra cost to the customer.

 

[GraemeL]

complaining that the parcel .... was damaged

You must credit your customer.

However, unless the customer has signed for the delivery to the effect that the parcel was damaged, I dont see how you can claim against the delivery company.

If I was in their shoes, I would say your packaging was inadequate.

G

 

[Feet Warmer]

Your packaging is adequate for normal handling, but not for UPS abnormal handling. However, if you submit a claim, they will examine your packaging, then come back to say, your packaging is not in line with ISTA Guidelines, so no compensation will be paid to you. - Why do I know this? Because we had enough terrible experience with UPS.

My view: if you send a couple of odd things occasionally, use UPS to save your cost, as they have the Access Point that is exceptionally cheap. However, if you want to have a long term contract with them, be careful and be prepared for the worst.

Our warehouse had a contract with them last year, so we had to use them. We started trading since mid October and the ratio of problems with UPS is 1.5/10, i.e. for every 10 items, there is 1 or 2 problems. Problems included:

1. Smashed cartons;
2. Parcels for Wales, but ended in Germany (Yes, Germany!);
3. The same parcel was loaded on the van for delivery, for three times (i.e. three days), eventually delivered (this is a 24 hour service);
4. They changed sender's instruction and without telling the sender (our warehouse), just returned a parcel back to the sender after the first attempt was failed, whilst the recipient was still waiting. We immediately sent out another one to the same recipient. Shockingly, this was delayed again. And the recipient had enough, so cancelled the order.

On top of the above issues, back in October 2013, UPS quoted double the delivery price for Wales. Our customers in Wales were not happy as they didn't think they live in another planet, but they have to pay double the delivery cost.

Now seeing UPS's Access Point quote is so low that I wonder if many businesses are not using them any more so they wanted to get more work?