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Shipping damage advice post

A few weeks ago I purchased some fur and a partially used gallon of resin from someone on Fursuit Auctions. It took them a few weeks to ship it, and only after I did some digging and messaged them on FA because they weren't responding to me on LJ. They shipped it UPS and it was supposed to arrive yesterday, and on the tracking info it's saying it was damaged in transit and is being returned to sender. I messaged them again on FA last night when I noticed that (I checked when I realized it was too late for UPS to be dropping anything off), and it's still early so they haven't replied yet. I'm not really sure what I should do though. If something's damaged, I can't see it being anything other than one of the bottles of resin, and if that's the case then everything's ruined. Should I open a Paypal dispute? I don't want to screw this person over by doing that, because I don't feel at all that this was malicious, but at the same time I can't really afford to throw away money either. I'm a little worried though, that if the resin bottle came open in transit as opposed to being punctured that UPS won't pay out on any claim due to poor packaging. If this was a company, I wouldn't think twice about filing a Paypal dispute, but because it's another individual (and I wouldn't want it to happen to me) I'm hesitant. What do y'all think?

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( 19 comments — Leave a comment )
syrusb
Jan. 14th, 2012 06:02 pm (UTC)
I would give the seller a day or so to respond to you. At they very least they should be getting back to you with a 'got your message, have contacted/will be contacting UPS about the situation.'

Save a copy of the tracking page with the information about the damaged item. You might even contact UPS directly and ask them if there is anything you need to do.

I've only had one issue with UPS damaging an item and they were good about refunding the value in a short period of time.

Keep an eye on your paypal dispute date. If you don't hear anything from the seller in a week, send them another email stating they have X amount of time to reply with information and/or refund or you will be opening a dispute.
oceandezignz
Jan. 14th, 2012 06:24 pm (UTC)
This comment took my thoughts and put them into written form. +1
celarania
Jan. 14th, 2012 06:36 pm (UTC)
This!

I think ultimately you, OP, should not be financially impacted by this. It might be UPS's fault, it might be the shipper's fault, but we know it's not your fault so you shouldn't be the one penalized.
fenrirs_child
Jan. 14th, 2012 06:53 pm (UTC)
This was my plan. Thanks for reminding me to screencap the tracking page though, I'd neglected to do that.
skanrashke
Jan. 14th, 2012 06:19 pm (UTC)
Thats a tough one- it's neither your nor the senders fault(Assuming it was packaged appropriately), did she insure it? Because thats just the sort of thing that insurance is FOR. Have USPS refund her if it is, and then she can refund you. If she didn't insure it, well you're not getting the thing you're buying which sucks so I don't know. You're entitled to your money so hopefully it was insured.

I would talk to them first, find out if it was insured or not and figure something out with them. If you ask them what they think should be done 99% of the time you'll get a reasonable response.
fenrirs_child
Jan. 14th, 2012 06:55 pm (UTC)
Honestly, I have no idea, but I thought UPS was automatically insured? I'll have to look into that, there's just not a lot of info on the receiver's end of the claims form thing.
snowhawk
Jan. 14th, 2012 07:06 pm (UTC)
I was told when I shipped a framed piece this past October that UPS insures up to either $100 or $150 when you buy the shipping, and I'd been told the same in the past when I had to use UPS.
fenrirs_child
Jan. 14th, 2012 07:08 pm (UTC)
See, I thought it was something like that. This purchase was well below that, so if that's the case this shouldn't be a big deal (optimism).
syrusb
Jan. 14th, 2012 07:21 pm (UTC)
UPS automatically insures up to $100 a package.
skanrashke
Jan. 14th, 2012 10:20 pm (UTC)
I'm not sure. I don't use UPS very often so don't know their policies.
alaitallon
Jan. 15th, 2012 03:38 am (UTC)
I just shipped something through UPS Thursday, and they had me write down the value of what I was sending, which, if I'm not mistaken, was for insurance purposes. So if sent through UPS, it should be automatically insured up to at least a certain amount.
bailzzararco
Jan. 14th, 2012 06:37 pm (UTC)
I've had some experience with UPS, and if they admit to the goods being damamged in transit they miiiiiiight pay for it, but only if the package was insured. If it wasn't properly packaged, though, it's pretty much impossible. Among their specific guides is that the good's can not exceed a certain weight and it MUST be corrogated card board. I work at a company that rutinely uses UPS, and they are really hard to get to pay up for anything, even when it's clearly their fault. I hope you have good luck with that.
epiceternity
Jan. 14th, 2012 07:46 pm (UTC)
I would contact the seller about it and see what they say. They may be unaware at this point that the package was damaged and being returned. (I know I don't often check on packages after I sent them out).
It would be a lot easier to know what to do if you talk to the seller first and see what they want to do about it.
claytronic
Jan. 14th, 2012 08:24 pm (UTC)
This all seems very strange. I really doubt that the bottles would become punctured or smashed open [assuming they were packaged in the fur or something]

I'm thinking maybe the box was ripped open or something? I had mail dropped off to me as well as returned because it was ripped open during the shipment :T
fenrirs_child
Jan. 14th, 2012 08:55 pm (UTC)
I doubt they got punctured either, but being partially used I could see the lids coming loose and leaking. Though the box coming open makes sense too.
snobahr
Jan. 14th, 2012 08:35 pm (UTC)
There's also the possibility that it was damaged by somebody else's package leaking/poorly packed. Unlikely, but still a possibility.
fenrirs_child
Jan. 14th, 2012 08:56 pm (UTC)
True. UPS says on the tracking that they've already opened a claim though, so hopefully I'll know for sure sooner rather than later.
sharpecostumes
Jan. 14th, 2012 09:39 pm (UTC)
I had been told by a UPS worker that if they UPS hub deems the items beyond repair, they get rid of it. If it was insured and the damage was done by them, then they should pay in full of what was damaged. I had them crunch one of my masks in transit to its owner and had to jump through a few hoops but in the end they paid without trouble.

Sadly not every package is insured, you must request for it to be so. Normally they should have alerted you as well of the change in action as well as contacting you as to what you want to do. If they haven't spoken with you they sure should have spoken with the artist so I would give them a little to respond and wiggle things around...
frazzled_niya
Jan. 16th, 2012 08:44 am (UTC)
very much agree with the first comment.

Wait to get a response from the seller before you go opening up a dispute with paypal (cos if they wake up and check their email I don't think they are going to be happy about see a dispute being filed) and see if you can work something out with the seller privately.
( 19 comments — Leave a comment )

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