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:06/10/2025

  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 have been trying to resolve an insurance claim for $7,999.99 with EasyShip and InsureShip for over 120 days. Despite providing all the required information, I have received no meaningful updates or clear explanation for the delay.The package in question was shipped via ***** with tracking number ************. The tracking history appears suspicious, and I have brought this to EasyShip and InsureShips attention. Unfortunately, they have not provided any clear answers or meaningful ********** support my claim, I have already submitted pre-delivery and post-delivery photos, full text message threads, the invoice of sale, refund documentation to my customer, the original invoice of the merchandise I purchased before selling, pictures of the merchandise, courier information, and other additional documents that they requested, even though these documents were not necessary.Despite all this documentation, EasyShip and InsureShip have only provided vague explanations and extended the timeline again and again. I am requesting that they resolve this claim immediately and issue the full payment.

  Business Response

  Date: 06/12/2025

  Dear BBB,
  
  Thank you for forwarding *** **** concerns regarding his insurance claim. We appreciate the opportunity to provide clarification.
  We fully understand and acknowledge *** ***** frustration with the length of time this claim has taken. This claim involves a high-value shipment ($7,999.99) and as part of our standard investigation process especially for claims of this size additional verification steps were required to ensure full due diligence and compliance with our insurance policy.
  Throughout the investigation, *** *** has been cooperative and has provided a significant amount of documentation to support the claim. We sincerely appreciate his efforts. While many of the requested documents may have appeared redundant, they are part of the process when verifying high-value losses, especially when certain elements in the tracking history raise questions that warrant further review.
  In addition to the documentation *** *** provided, the claim involved external parties including the courier ******** whose internal investigations can sometimes extend the timeline outside of Easyship or Insureships direct control. In this particular case, we have remained in contact with ****** who are still reviewing their internal delivery records to verify the final status of this shipment.
  We want to assure both *** *** and the BBB that this claim has not been ignored nor delayed without cause. Rather, it remains active, and we continue to push for a resolution. We understand the importance of timely claim processing and regret that this has extended longer than either party would have preferred.
  We remain fully committed to concluding this claim fairly and responsibly, in line with both our policy terms and industry regulations. Our team will continue to provide *** *** with updates as soon as new information becomes available.
  Thank you for your time and understanding.
  Sincerely,
  EasyshipDear BBB,
  
  Thank you for forwarding *** **** concerns regarding his insurance claim. We appreciate the opportunity to provide clarification.
  
  We fully understand and acknowledge *** ***** frustration with the length of time this claim has taken. This claim involves a high-value shipment ($7,999.99) and as part of our standard investigation process especially for claims of this size additional verification steps were required to ensure full due diligence and compliance with our insurance policy.
  
  Throughout the investigation, *** *** has been cooperative and has provided a significant amount of documentation to support the claim. We sincerely appreciate his efforts. While many of the requested documents may have appeared redundant, they are part of the process when verifying high-value losses, especially when certain elements in the tracking history raise questions that warrant further review.
  
  In addition to the documentation *** *** provided, the claim involved external parties including the courier ******** whose internal investigations can sometimes extend the timeline outside of Easyship or Insureships direct control. In this particular case, we have remained in contact with ****** who are still reviewing their internal delivery records to verify the final status of this shipment.
  
  We want to assure both *** *** and the BBB that this claim has not been ignored nor delayed without cause. Rather, it remains active, and we continue to push for a resolution. We understand the importance of timely claim processing and regret that this has extended longer than either party would have preferred.
  
  We remain fully committed to concluding this claim fairly and responsibly, in line with both our policy terms and industry regulations. Our team will continue to provide *** *** with updates as soon as new information becomes available.
  
  Thank you for your time and understanding.
  
  Sincerely,
  Easyship

• Initial Complaint

  Date:06/04/2025

  Type:Billing 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.

  From May 31 to 06/04/2025, Easyship created false international shipments and added a membership. I rarely use this account and it was false to get over 89 shipments within days

  Business Response

  Date: 06/10/2025

  Dear BBB Representative,

  
  We are writing in response to the recent complaint regarding a customer account on our platform.

  
  Upon investigation, we have determined that the customers account was compromised, resulting in 75 unauthorized and fraudulent shipments being generated. We take incidents of this nature very seriously and have already initiated a thorough internal investigation to identify the source of the breach.
  Our team is actively working to resolve the matter. Once our investigation is complete and we have identified the origin of the unauthorized activity, we will proceed with refunding the full amount related to the fraudulent shipments.
  

  We are committed to ensuring a secure and trustworthy experience for all our users, and we appreciate your patience and understanding as we work diligently to bring this issue to resolution. 

  Thank you. 

• Initial Complaint

  Date:05/05/2025

  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 signed up trying to use their shipping service. All looked good, input sender/receiver info, choose shipping service, and paid. After charging my credit card, they pop up saying we need to do ID verification to proceed. For privacy concern, I do not hand out my info to them, so I requested the refund. A few days later, they came back to me asking me to do id verification to process my refund! I explained why I would not do and just refund me. They agreed this on April 1. And no update at all for 1 month until today. Even I ask for a update, they do not response.This is the most horrible company/service I ever seen. If you need a customer hand out ID info for your service, why not ask for it first? Instead, they charge me first, and then told me they cannot do. And then, promise to refund but looks taking forever.

  Business Response

  Date: 05/05/2025

  Hi ********

   

  The refund has been processed and we have shared the screenshot over email ticket : #*******.

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  In early April 2025, I signed up for an account to use their service. After booking my shipment, I was told there was an issue with it, and they refunded my money. Two weeks later, I had over $1600 in charges on my card for shipments that I did not make. I spoke to their team, and they cancelled all of the shipments. Eveything is cancelled and they have not refunded my money, despite it being two weeks since they cancelled the shipments with the carriers. Everything shows as cancelled pending refund but no one responds for days and I cannot get a straight answer

  Business Response

  Date: 05/07/2025

  Hi ****, 

  As we discussed over email ticket #*******, following is the response. 

  I have received the confirmation that all the charges to your card have been refunded directly to your card and the following are the transaction IDs for each refund:
  
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  ***********************
  
  Normally it takes 5-7 business days for these transactions to reflect, however, you can provide these IDs to your bank and check. 
  

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2025

  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.

  Dear Easyship Support Team,I am writing to request the reimbursement of the full insured value for my lost shipment. I used Easyship to generate a ***** shipping label for an item I sold through Asset Appeal. The shipment, sent on July 28, 2024, was insured, including a $70.12 insurance fee. Unfortunately, the item was lost in transit. While ***** marked it as delivered, their investigation confirmed the *************** approved my claim and reimbursed me $100, as part of their standard policy, but they advised I contact Easyship for the remaining reimbursement, due to the additional insurance purchased through your platform. I opened a claim with Easyship and submitted all requested documents, including *****'s claim approval, invoices, and communication.However, Easyship requested that I verify my identity through a provided link. I successfully completed the verification process three times, yet Easyship continually indicated that my verification could not be processed. Despite this, Easyship stated they were unable to verify my identity. If the link is not working, I am more than willing to submit my personal identification through an alternative method.Despite providing all the necessary documentation and following the requested steps, Easyship has refused to reimburse me for the full insured value. ***** has approved my claim, and I have complied with Easyships procedures, but I am still being ignored.I respectfully request that Easyship process the full reimbursement for my lost shipment, as I paid for insurance through your service and provided all required documentation.I appreciate your prompt attention to this matter and look forward to a resolution.Sincerely,*****

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Easyship.com regarding complaint ID ********.
  I am still waiting for a solution from Easyship
  Sincerely,
  
  ***** ***
  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  We would like to clarify that ***** was given multiple opportunities to complete the verification process, but each time, he either abandoned the verification or failed to pass it.
  Due to these repeated failures and the lack of a successful verification, the claim was denied on the grounds of fraud prevention.
  Please let us know if you require any further details.

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To Whom It May Concern,
  
  
  I am writing to formally respond to your recent message regarding the ongoing insurance claim for the package lost by ****** While I appreciate your acknowledgment of the delay and the requirement for identity verification, I must firmly state that the explanation provided is unacceptable and does not reflect the facts of the situation.
  
  
  I have made numerous (15+) attempts to complete the identity verification process via the provided link. Each time, the process concluded with a confirmation page indicating successful submission, with no error message or indication of failure. However, your system continues to reject the verification, and when I attempt to verify again via my Easyship dashboard, I consistently receive an error stating: another verification is already submitted. This prevents any further action on my end and clearly indicates a technical fault in your system or with your third-party partner, Stripe.
  
  
  I also offered to complete verification via a video call as a reasonable alternative, especially considering the repeated system errors, but this request was denied without flexibility. If your system is faulty, it is not my responsibility to suffer the consequences.
  
  
  Additionally, I must address the incorrect information shared in your recent communication regarding the shipping address discrepancy. You claimed the suite number was entered incorrectly (Suite 101 vs. Suite 110), and this was cited as a potential reason for claim denial. I have provided a direct screenshot and link to of their privacy policy clearly showing:
  ****************************************************
  (see: ************************************************)
  
  
  This information is accurate and verifiable. The address you referenced as correct appears to be a different office location entirely, not the one listed for shipping submissions. It is concerning that such a serious claim could be questioned based on inaccurate internal references.
  
  
  Finally, I have been in contact with ***** headquarters, who confirmed the package was lost and have issued a $100 payout under their standard insurance coverage to Easyship. Yet, I have received no confirmation or payment regarding this amount, which raises additional concerns about how this case is being handled.
  
  
  I have acted in full compliance with your procedures and provided all requested documentation and evidence. This issue has now persisted for nearly a full year, and I am still left without resolution, reimbursement, or accountability. I have experienced financial loss, stress, and a breakdown of trust in your service.
  
  
  I am respectfully requesting once again that:
  
  A senior manager or decision-maker personally reviews this claim.
  Immediate action is taken to resolve the identity verification issue.
  A clear explanation is provided regarding the missing $100 ***** payout.
  My insurance claim is processed and compensated accordingly.
  
  
  
  If this issue is not resolved promptly, I will have no choice but to escalate the matter to relevant consumer protection bodies, financial regulatory authorities, and potentially pursue legal recourse for the damages incurred.
  
  
  I hope Easyship chooses to resolve this matter fairly and promptly. I remain available for any further clarification or documentation required.
  
  
  Sincerely,

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 06/18/2025

  Dear BBB,
  
  Thank you for forwarding the customer's response regarding the ongoing insurance claim.
  
  We want to assure both the BBB and the customer that we take this matter very seriously. Our team is actively investigating the concerns raised, including the issues related to identity verification, the ***** payout, and the address discrepancy.
  
  We acknowledge the frustration caused by the delays and technical difficulties, and we sincerely apologize for the inconvenience. Please be assured that we are working closely with the relevant teams and partners to resolve the matter as quickly as possible.
  
  Our goal is to provide a fair and prompt resolution, and we will follow up with the customer directly once we have an update.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/15/2025

  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 submitting this claim due to the UNFAIR HANDLING OF MY CASE, Claim ID: ************ regarding a damaged iPhone. Despite providing ample evidence, including 13 photos and an accurate invoice reflecting the repair cost, Easyship has repeatedly requested excessive and irrelevant documentation, such as client communication and images of the shipping box, which are not standard requirements for claims of this nature.Initially, my claim was denied on the grounds that mobile phones are not covered under the insurance policy, despite my claim being within the stated coverage limits. The ongoing delays and repeated requests for the same information have caused significant frustration and appear to violate standard insurance practices. due to the lack of resolution and the unfair treatment I have experienced. I urge BBB to review my claim fairly and promptly. Thank you.

  Business Response

  Date: 01/16/2025

  Dear *******,

  Apologies for any iconvenience faced during the claims process.

  The following information stated was requested for investigation by the team in order to close the claim in your favour, We are glad to inform you that the claim is approved and the amount has been paid as per the declared value of the phone at the time of creating and insuring the shipment.

  We kindly request you to connect woith our support team in case you have any other queries.

  Thank you for your understanding.

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  
  

  Dear BBB,
   
  Subject: Formal Complaint of Potential Insurance Fraud by Easyship
   
  I am writing to formally report a suspected case of insurance fraud involving Easyship. After experiencing discrepancies with a claim, I discovered concerning evidence that suggests fraudulent practices by the company.
   
  Summary of the Issue:
  1. Background:
  I recently managed a shipment claim through Easyship. The primary insurer, INSURESHIP, confirmed payment of $555.00 for the claim. However, the payment reflected in Easyship’s portal was only $348.00. This significant discrepancy of $207.00 raises serious concerns about the integrity of Easyship’s financial practices.
  2. Evidence of Deception:
  Upon further investigation, including direct correspondence with INSURESHIP and review of the payment documentation, it is clear that the full amount of $555.00 was disbursed. Easyship’s failure to forward the entire amount, coupled with their request for my bank ACH information under these questionable circumstances, suggests a deliberate attempt to misrepresent the transaction and withhold due funds.
  3. Potential Broader Impact:
  My experience has led me to believe this may not be an isolated incident. There is a strong possibility that similar deceptive practices by Easyship could be affecting other consumers, potentially defrauding them of substantial sums annually.
   
  Request for Investigation:
   
  Given the severity of these allegations, I urge the BBB to initiate a thorough investigation into Easyship’s handling of insurance claims. There is a need to determine the extent of this potentially fraudulent activity and to take appropriate action to protect consumer interests.
   
  I am prepared to provide any additional documentation or information needed to support this investigation.
   
  Thank you for your attention to this serious matter. I look forward to your prompt response.
  Attached 2 files 
  First showing Full Settlement from INSURESHIP 
   Second showing Easyship what the reported to me. 
   
  Sincerely,
  ******* *****

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

  Business Response

  Date: 02/24/2025

  Dear BBB,
  We would like to clarify that the shipper, Raymond, appears to be confused due to a technical glitch from Insureship. As attached, the correct document has already been forwarded to us and was previously shared with him.
  Additionally, the declared amount has already been processed to the claimant, and there is no further obligation from Easyship regarding this matter.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  forging of document is clear if we look closely 
  
   
  
  * ********************** Document: The insurers official settlement statements do not use a dollar symbol when referencing amounts (e.g., ****** or 555).
  
   
  
  * Forged Document: Easyships submission shows a dollar sign ($348.00), indicating they manually altered the original figures and format.
  
   
  
  This discrepancy shows the document was manipulated to hide the actual settlement amount
  
   
  
  Check the documents yourself and the state is also in process of taking next steps for the fact that this could be uncovering schemes you prative on others thus defraud insurance money
  
    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/06/2025

  Dear Team,

  The allegations of forged document are false, we have already informed ******* that this was a glitch from Insureship's end and have suggested to contact them and resolve this if they wish to do so for more clarity on the case.

  ******* is constantly holding us accountable for fraud even when we have settled the declared amount.

  This is a false complaint and we have already shared the necessary information required.

• Initial Complaint

  Date:01/14/2025

  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 an artist. I shipped a $250 framed work to a customer in ******* AB on Dec 28, 2024 using easyship's courier services. The item was delivered by *** but was broken on receipt to the customer. I paid for insurance and extra care in handling. I filed a claim with easyship on Jan 3, 2025 (claim ID ************************* which I have been working through. They have an onerous system requiring photographs and receipts which is not reasonable. I did not take photos of the packaging details so they denied my claim. I am very unsatisfied with their claim service as I've shipped my work around the country before in the same manner. There appears to be no appeal mechanism and their insurance process is biased in easyship's favor.I have now replaced the customer's work at my own cost.

  Business Response

  Date: 01/15/2025

  Hi Team,

  Thank you for bringing this matter to our attention.

  Thank you for reaching out regarding this matter. After reviewing the claim, we found that the client did not provide images of the internal or external packaging of the shipment. Based on the single image they have provided, we must consider that the packaging was insufficient to adequately protect the item during transit.
  
  As packaging is a critical factor in validating damage claims, the lack of comprehensive evidence leaves us unable to approve this claim.
  
  Should the client provide additional images of the internal and external packaging, we would be happy to revisit the claim for further review.
  
  Thank you for your understanding. Please feel free to reach out if you need any additional information.

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Easyship should not be requesting photos of the packaging AFTER THE ***** Rather, their practice should be to alert customers that if they are going to put insurance on their shipped items; they should take and/or provide photos in advance. Their current policy creates a situation where they can routinely deny a claim. Why would I ship something that I want to have damaged? This is simply a poor business practice that penalizes customers.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair 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.

  claim id is ************ I shipped a parcel through Easyship and also purchased insurance for the shipment. Unfortunately, my parcel was lost during transit. I submitted all the required documents for the insurance claim and experienced significant delays in communication from Easyship. It took them over 1.5 months to approve my claim, despite my repeated follow-ups.On September 4th, Easyship informed me via email that my claim (Claim ID: ************* had been approved and that the payment would be processed within three business days. However, I did not receive the payment. On September 11th, I received another email from Easyship stating that the payment had been made, but I still have not received any funds.I have sent multiple emails and created numerous support tickets to get updates or clarification regarding my payment, but I have only received vague responses, such as "our team is looking into this." Despite Easyship's claim that the payment has been processed, I have not received it, and their lack of timely communication and support has been frustrating.I have attached emails confirming the approval of my claim and the notification that payment was allegedly made, but no further actions have been taken on their part.I request immediate resolution and proper compensation as promised for my lost shipment which 907$

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Easyship.com has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:09/03/2024

  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 paid for $36.66 for a 15 pound shipment, within my state. A month and a half later they came back and said the shipment courier charged an extra $38.62 because it weighed more. They wouldn't show me proof of the extra charge and wanted me to provide a photo of the box and the weight. (after the fact). They have charged me for something that I have to pay without any proof and I am supposed to provide proof to defend it. A month and a half after I shipped the package to my client.

  Business Response

  Date: 09/03/2024

  Hi Team,

  Easyship generates rates based on the shipment size inputs provided by the shipper. However, the couriers validates each shipments before processing, any difference be it positive or negative are added to the bill to Easyship. The billing period of each courier is different and hence, Easyship takes 90 days timeframe to add adjustment. The charge is billed to Easyship first by the courier and then Easyship adds the same to *******'s account. There are times when a courier can be wrong, for which we have dispute process for each courier and it is standardized. As per the dispute process, the shipper needs to send the images with dimensions highlighted along with weight. The same images we forward it to the courier and demand refund on adjustment. In this case, the client denied sharing the images for which ***** also denied the dispute claim. We request the client to share the required information so that we can proceed with the adjustment refund process with the courier. 

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They still have not supplied proof that ***** charged them extra.  I have shipped the same type box with the same contents many, many times directly through ***** and I know exactly how much ***** charges.  They are asking me to provide the burden of proof, which is unreasonable. How is one supposed to get a photo of a box that was shipped to a third party client a month and a half ago.  On the other hand they can make up any charge and put it on my account without any supporting evidence.

  All I ask is that they show me where ***** charged them extra.  Not too hard, but they refuse.  They simply charge my account with no supporting documentation.

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/09/2024

  Hi ******

   

  Your ask from the customer's point of view is reasonable, however, a courier like ***** deals with millions of shipment and the adjustment process is being outlined publicly on their website. At Easyship, we follow the standard procedure to ensure any wrongly charged shipment can be disputed successfully and the shipper gets the refund. 
  Please check the following links: 
  Easyship Link:
  **************************************************************************************************************************************************************************************************.
  ***** Link:
  ***************************************************************************
  

  We are ready to help you with the dispute and support you in every single steps, please help us with the details requested. 

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My complaint is not with *****.  When I deal with ***** directly they provide me with proof of any adjustments made to my pricing quotes.  I know their policies and have no issues with them.
  

  My complaint is with your company, EasyShip.  You refuse to provide any proof that ***** adjusted my pricing.  In the future I will deal directly with ***** and cut you out as the middle man, as should anyone who would like to get straight answers about unsubstantiated charges to their shipping account.

  Good-bye.

   

  
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/19/2024

  Type:Billing 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.

  They are holding over 200 dollars from me that I own in my account this has been going on for two weeks now

  Business Response

  Date: 07/02/2024

  Hi Team,

  I am writing in response to the claim submitted by ********************************* regarding her account with Easyship. We would like to provide some additional context and clarification regarding this matter.
  Upon reviewing ************************************* account, we identified a pattern of insurance claims being raised and system-approved. Due to the nature and frequency of these claims, we conducted a thorough investigation to ensure the integrity of our insurance approval process.
  As a result of our findings, we made the decision to put ************************************* account under review. To resolve the matter amicably, we have refunded a total of USD ****** to her Paypal account.
  We take all customer concerns seriously and strive to maintain the highest level of service and transparency. We believe this resolution addresses the issue raised and ensures fairness for both the customer and our operations.

  Thank you.