Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased shipping insurance through eBays ShipCover program, which is administered by Parcel Insurance Plan (PIP). During the label purchase process, I was prompted to buy insurance for my coin shipment and was never warned that coins are excluded. I paid for insurance, believing my item was covered.After the item was lost in transit, I submitted a claim. *** denied the claim, stating that coins are excluded, despite the fact they accepted payment for an excluded item without any warning or block. Their refusal to honor the claim or refund the premium is unfair and deceptive.Their policy says buyers waive the right to refund even if they were unknowingly sold insurance for an excluded item, which is an abusive and deceptive practice. Im seeking a full refund or reimbursement for the insured value.

  

  Business Response

  Date: 07/14/2025

  Thank you for contacting us regarding your claim.  Our records show this claim was closed on 5/23/25 because the item you shipped was a coin and was excluded from coverage.  On 6/2/25, you stated via email "I understand that coins are listed as excluded items under your insurance terms, and I acknowledge that I marked the box indicating that I read the policy." 

  Unfortunately the policy states that the insurance does not insure coins. The policy also states "If you indicate your acceptance of the terms and conditions and nonetheless ship an item excluded from coverage or otherwise fail to act in accordance with terms and conditions you waive any claim arising out of your purchase of ShipCover insurance, including return of any premium(s) paid."  Therefore, unfortunately your insurance claim and your request for a premium refund cannot be honored.

  You can view the full coverage terms at ********************************************************************************;

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****, ****, and PIP have me running around in circles for my entitled compensation due to my lost package. I don't see any progress happening and I can seem to get any answers. The original transaction was on May 5th 2025 and was owed an update by June 1st 2025. It is currently July 1st 2025 and I have tried and failed to contact someone from **** and PIP through email, phone, etc. I have full coverage insurance along with receipts and video evidence of me packaging and delivering the item. I do this for all my sales in order to combat rare unfortunate instances such as this. Any assistance in this matter would be much appreciated as this whole time I've been left feeling lost much like my package.

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting us regarding this claim that you filed on 6/5/25. 
  
  At the time you submitted your claim, **** automatically sent a link to your buyer asking them to verify they did not receive the item or received it in damaged condition. Your claim is currently waiting for your buyer to verify the loss. 
  
  Your buyer has 30 days to respond to ****'s request.  If your buyer cannot or will not verify the claim electronically for any reason, we will send you an automated email notification on Day 31 (7/6/25).  At that time, you may send a copy of your buyers original dispute details and messages about the loss or damage, along with a copy of your full **** Order Details for this sale,to ****************************************** and we will be able to manually review your claim. 

  In the meantime, we have reviewed your attachments and searched our records.  Your attachments show that you expected to hear from us by 6/1/25.  Unfortunately this claim was not submitted until 6/5 and we have no way of contacting you with claim status prior to receiving the claim.  We do not have any record of any calls or emails from you regarding this claim.  Unfortunately, our chat feature was not available at 10:23PM when you attempted to reach us.  Feel free to contact us via chat at any time during normal business hours 8:00-4:30PM central time.

  We look forward to finishing your claim once your buyer responds to ****'s verification request or once you have provided documentation for manual review next week.  Thank you!

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Angel Diam

• Initial Complaint

  Date:02/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed an insurance claim with this company for a package lost by **** and they are denying my claim. I have a written confirmation from **** declaring the package as lost.I bought the shipping label through ****. The package was deposited in a **** mailbox, and the status of the package never changed. I contacted ****, and created 2 different cases for a package search and they couldn't find it. Later on, I contacted **** via email to follow-up on the last search case, and they replied back declaring the package lost since a considerable time has passed and the status didn't change.The person who bought the product i sold via **** eventually created a case with **** requesting for a refund. I contacted the buyer, and he agreed to wait for me to file an insurance claim to provide a refund. I contacted **** at least 10 times and they agreen to put the case on hold until I was able to file an insurance claim.Once I was able to file an insurance claim, the claim was denied in a few hours. I needed to contact ****, and I was given PIP customer service number. I called them and they told me that the case was denied by mistake and all they needed was a confirmation from the buyer that they never received the package for them to process and approve the claim. I talked to the buyer and told him to expect a message from ****/pip. He responded back telling them that indeed he never received the package. The claim then changed to "pending" and stayed in that same state for at least a week. I decided to contact *** via email to inquire about the status and they replied back a few days later telling me the claim was denied.I am very frustrated with the entire process, and it is unfair the business is denying my claim. Not only i lost the product I sold, but i needed to pay selling fees to ****, the shipping cost and AN INSURANCE FEE that the insurance company is denying paying even though **** already declared in writing that the package was lost

  

  Business Response

  Date: 02/03/2025

  Thank you for contacting us regarding this complaint.  Our records show the seller created this shipping label with tracking number 9434608105463289998860 on 12/28/24.  On 1/26/25, the seller filed a claim stating the package was lost.  This claim was filed one day prior to the 30 day waiting period and was suspended.  It was not denied at that time.  On 1/27/25, the buyer responded to the verification link and confirmed they did not receive the item.  The claim was automatically unsuspended for review at that time. However, our review shows that the seller created this shipping label but it was never used or shipped.  The attachment the seller provided shows **** confirms there are no physical scans to indicate the
  package has been tendered yet to the *************** either at one of their processing plants or directly at their local delivery office.  Here is the link to the ShipCover policy terms - **************************************************************************; As agreed to, the coverage only applies while the package is in transit while in the care, custody or control of USPS.  There is no coverage for packages that are not shipped or that are lost prior to **** drop off.

  Customer Answer

  Date: 02/04/2025

  Complaint: 22892756
  
  I have reviewed the business' response and am rejecting it because:
  
  1) The insurance claim was opened from ****'s website on the day the site allowed me to create an insurance claim and in accordance with their guidelines (see attached picture). I worked with **** diligently to extend the refund deadline to the customer until that date (1/26) so I could file the insurance claim. The claim being filed before the 30 day window is a misrepresentation of the facts.
  

  2) A few hours after I filed the claim, it was conveniently denied.

  3) A **** mail box is not going to give me a receipt. I attached pictures of the package and it's contents (the pictures are timestamped), along with a **** response declaring the package was lost. **** failure to scan the package and losing it while processing it is **** fault and I paid for insurance to be covered in situations like this.

  4) I attached a screenshot with the full tracking information displaying 2 different package searches, I later contacted **** via email on 1/13 that matches with the date they declared the package as lost.

  The right thing to do is to fulfill your agreement with me. I am providing plenty of evidence to prove I shipped the package and **** lost it. This is not a baseless claim.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/05/2025

  Thank you for the additional information.  This shipping label was created on 12/28/24.  The policy requires a 30 day waiting period before a seller can file a claim for a lost package.  This claim was filed on 1/26/25 prior to the full 30 day time period.  However, this did not cause a denial and the claim was unsuspended on 1/27/25.
  

  We understand that the seller opened Package Research cases for this label and received the response from **** indicating that the package had not been tendered to them. The letter from **** does not declare that they lost the package.  The letter from **** declares that the package has not yet been tendered to them and they do not have the package in their possession. 

  As we mentioned, there is no indication that this package was shipped or was ever in **** care, custody or control. Unfortunately there is no coverage for packages that are lost or damaged prior to shipping.  The coverage only applies while the package is in transit in **** possession.  

  Customer Answer

  Date: 02/06/2025

  Complaint: 22892756
  
  I have reviewed the business' response and am rejecting it because:
  
  AN agent shared with me a fragment of the policy, which states the following (I attached the image that was shared by one of their representatives via email before filing this claim with BBB):
  
  A. Insurer, through a Master Policy, insures your package (defined as a single shipping unit bearing a single Carrier identification number) and its contents against damage or loss from any external cause while in the care, custody or control of the company or organization ("Carrier) you select on the ************ website to deliver a Package to an **** purchaser. Coverage applies only during transit from your premises to the shipping destination, EXCEPT as hereinafter excluded.
  

  1) I provided pictures of the package along with it's contents and the shipping label attached.

  2) The **** mailbox drop boxes belong to ****, and at that point the package is in custody and care of the shipping carrier, in this case ****.

  This package was lost in transit and meets all the criteria stated above, therefore *** has a contractual obligation to pay the amount insured.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance for claim EBAYCLM0006940107752 was filed in December of 2023 for $415. No response at all until January of 2024 when "more information" was required by company. Information was sent, from screenshots to messages, and everything was ignored. Suggest taking to small claims court as this company will not pay out insurance claims if the buyer themselves does not respond to them within 30 days, something that is not the responsibility of the buyer in the first place.

  

  Business Response

  Date: 03/12/2024

  Thank you for submitting this complaint.  Our records show you submitted this claim on 12/12/23.  At the time you submitted your claim, **** automatically sent a link to your buyer asking them to verify they did not receive the item or received it in damaged condition. 
  
  Your buyer did not verify the claim the claim electronically within the 30 days they had to do so. On 1/13/24, we sent an automated follow up advising what documentation you could provide in order to proceed with the claim.  On 1/23/24, you submitted a contact form asking for claim status.  On 1/24/24 we replied advising what documentation you could provide in order to proceed with the claim.

  On 3/11/24, you replied to our 1/24/24 email advising you would take us to small claims court.  We have no additional emails or documentation from you.  Please keep in mind, claims are normally processed within 2-3 business days once you have provided the documentation.  Feel free to send a copy of your buyers original message about the loss or damage, along with a copy of your full **** Order Details for this sale to ****************************************** and we will be happy to process your claim.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PIP eBay brokerage co-branded product purchased to cover parcel from A to B. We've greived and griped already, and do again and will some more. Why? Because its in my nature too, and, a dispute of merit still do exist.
  
  How do you not respond responsibly to a timely claim arising in response to an insured event? It do be well documented and sufficed. We show recipient notice of damage reaches sender and assured after some 90 day filing limit - the 92nd day! PIP's response to, be like - well if the form aint available on eBay site, then you have no real coverage or protection. Please stop emailing customer service. Thank you.
  
  No dear, thats not, no no noooo. Even if terms agreement stipulate, you liable. Somebody liable. You, eBay. Take it out **** vending machine money. This is ridiculous.
  
  Payment is to be remitted and accepted to sender and assured's PayPal account.
  
  The transaction is now old. But still within that take action today range, and still be unrecouped. So lets give it a go.

  

  Business Response

  Date: 12/12/2023

  Thank you for contacting us with this complaint.  We show the seller has filed 23 claims. We do not have any correspondence from this seller regarding a claim since 5/11/23.  Please provide the claim number or policy number of the claim in question so we can assist further and respond with more accurate detail. 

  If this is regarding a new claim the seller is trying to file outside of the 90-day claim filing period, when sellers select ShipCover insurance from the shipping label screen, they are required to check the box agreeing to the coverage terms they are shown at ******************************************************.  These terms must be agreed to prior to
  purchasing ShipCover insurance for each package. 
  
  Conditions of this insurance item J states the claim procedure “You will
  electronically file claims with PIP via the ************ website within 90 days of the effective date of
  coverage”.  Unfortunately, claims cannot be filed outside of the 90 days.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am **** **********, writing to express my profound concerns and grievances against the Parcel Insurance Plan related to claim number ********************.
  
  Recently, I sold an item on **** for a total of $1,780.00. Given the valuable nature of the item and to ensure my interests were protected during its shipping, I wisely chose to secure it with the ShopCover insurance. However, much to my dismay, the buyer later reported on **** that they hadn’t received the item. It’s highly probable that a misstep occurred on the part of **** during delivery or that the package was unfortunately stolen.
  
  ****, adhering to their buyer protection policy, refunded the buyer. However, ****'s policy limits insurance coverage to $1,000, which I understood and accepted. But the pressing issue here is that even after furnishing comprehensive proof, including:
  
  Documentation showing the buyer's declaration of non-receipt of the item.
  Screenshots illustrating ****’s decision to side with the buyer due to the presumed delivery anomaly.
  Parcel Insurance Plan has dismissed my claim, asserting that the item was delivered correctly. This stance starkly contradicts the evidence at hand, raising serious doubts about their commitment to safeguarding their clients.
  
  Furthermore, I'd like to draw your attention to potential infringements on consumer protection rights, as stipulated under U.S. laws. The Federal Trade Commission Act, particularly Section 5, prohibits "unfair or deceptive acts or practices in or affecting commerce." Similarly, the Consumer Protection Act ensures that businesses shouldn’t engage in practices detrimental to the consumers. The contradictory stance of Parcel Insurance Plan, despite the glaring evidence, seems to run afoul of these regulations.
  
  I urge the Better Business Bureau to intervene in this matter to ensure justice is served. I trust that you'll assess this complaint with the urgency and seriousness it demands.
  
  Thank you for your attention to this matter.

  

  Business Response

  Date: 10/06/2023

  Thank you for contacting us regarding your claim.  Our records show you provided the requested documentation regarding your buyer's Item Not Received dispute on 10/3.  Our investigators are currently reviewing the claim.  Claims are processed within 7-10 business days once we have the required documentation.  It has only been 3 business days and we do not have any further questions or require additional information at this time.

  Customer Answer

  Date: 10/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The issue is that I provided all these documents like 2 weeks ago, and you guys denied my claim. But the screenshots clearly show the buyer stating they didn't receive the item, and **** sided with them. What more proof do you need?
  
  
  
  
  
  Sincerely,
  
  
  
  **** **********

  

  Business Response

  Date: 10/17/2023

  We received this customer's documentation on 10/3 and the claim was paid to him on 10/10.  We have no further questions or concerns regarding this claim.

• Initial Complaint

  Date:05/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for insurance on eBay item # ************ and filed a claim when the item was delivered and was discovered to be not working
  The claim has been pending for weeks and I was forced to pay for return shipping and refund the buyer due to eBay’s one sided policies for sellers.
  I tried to reach out to the company but the link provided to do so is a bogus one (surprise, surprise)
  Please help me address this company as there is no other way for me to do so

  

  Business Response

  Date: 05/04/2023

  Thank you for contacting us regarding this claim.  Our records show we received your claim ******************** for a damaged item on 4/18/23.  On 4/19/23 your buyer responded to the eBay's claim verification stating that the item was not lost or damaged and was received in good condition, therefore the claim was denied on 4/19/23. 

  If you believe your buyer responded incorrectly by mistake, please forward the buyer's full Return Request dispute details regarding the lost or damaged item to ***************************** and we will be happy to reopen this claim for review. Our records show the link for ShipCover contact information is valid and active at *********************************************

  Customer Answer

  Date: 05/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The link is inoperable and the reason clearly is because you have reached a decision without notifying me so why would the link be open if there is nothing more you want to hear from me ? The package obviously sustained some type of damage as the items were working and now they’re not. Taking an angry customers word workout follow up is just an easy way to get out of paying the claim. I had to pay return shipping which was pricy as well as provide a refund. Now that I know the process here I will probably back off insuring items through the one company that provides eBay shipping insurance, which I doubt is even legit in itself, if this is the way the claims are handled 

  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *********