Help! Smart post claim process/procedure for missing item?

[Tina F]

I’ve only done USPS claims, please forgive my ignorance but am at a loss for how to proceed. A customer messaged me about a coat they purchased over 30 days ago. I sent it smart post. I called fedex and started a “wheres my package claim” today they called and walked me through the ebay seller hub to file a smartpost lost item claim. They said it was taken in by the post office but never passed on to fedex and lost thereafter. After I filed the claim I saw this:

“FedEx SmartPost will only allow claims for packages that are lost or damaged while under the control of FedEx. Packages lost or damaged while in USPS’ control are not eligible for claims”.

If this is true, my claim will be denied, correct? Why would they walk me through the process if it ultimately will get denied? Do I just eat the sale and issue my buyer a refund? Can I start a claim with USPS? This has really turned me off from using smart post…

[Retro Treasures WV]

Did you drop your package at a USPS post office or with a Fed Ex shipping facility?

I know people on here have said their local post offices will take smart post but I’ve never felt it was entirely kosher. If this is your case, now we know why.

[Tina F]

I called the post office and they said it was picked up by fedex from their facility, transported, then dropped back off with the post office for its final destination. From there it went “missing” I assume this is a catch 22. Since it was in the post office hands fedex is off the hook for the claim? And since the post office isnt who I paid I cant claim with them either??

[Tina F]

Also, I’ve confirmed with both the post office and fedex that it is ok to leave packages on the porch for USPS to pickup…

[Retro Treasures WV]

Yes, but now you understand the issue with smart post. USPS has ZERO liability, and as long as FedEx fails to document things properly they have plausible deniability to deny any claim. Convenient huh?

Honestly smart post should result in some form of class action lawsuit.

[Tina F]

Are your comments based on experience with smartpost? Has this happened to you too? I’m just hoping for advice from someone who has filed a smart post claim and been through the process as well.

[WBird]

Yes, you have done all that you can by filing the claim through eBay. Unfortunately, what you are concerned about is true. Getting Fedex to pay on a SmartPost shipment is like winning the lottery. I have eliminated SmartPost from my shipping options because the packages tend to get lost, aren’t handled carefully, and there is no way to prove Fedex broke an item. They usually blame USPS if it is broken.

I still use Fedex Home Delivery sometimes because it is an insured method and the claims are easier to file. Sorry about the trouble you had.

[Liz]

I too am ditching SmartPost. I had 2 SmartPost packages arrive damaged in 1 month, (and 1 of them I bubbled wrapped the heck out of AND double boxed. The item still arrived broken).

I’m going back to using the USPS Regional Rate boxes. They usually aren’t too much more than what I was paying for SmartPost, and they come with free insurance!

[Tina F]

Thanks for the responses. Guess I learned my lesson the hard way.

[WBird]

Yeah, we all did.

[Retro Treasures WV]

Yes I learned from experience. As with most who hate smart post, I read the fine print after I had an issue.

[Author]

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