Standard Auction House lost package protocol?
 

Hey all, I was curious as to what you all would view as standard protocol if there is a lost package that has been sent by an AH.

The auction house charged shipping, insurance equal to 2.41% of the overall amount. $2226 total after BP, $53.66 in Shipping/Handling/Insurance.

Package was shipped June 21st through UPS.

I called today and was told they would file a claim, and was informed I would be refunded if they themselves received a claim check following the completion of the investigation by the UPS, in which UPS deems it lost.

I questioned that, but didn't push, as there is still a chance the package is found and delivered...but the idea that they then wait until they are reimbursed seemed ludicrous to me.

We pay first. The insurance settlement is our problem not yours.

What does the UPS tracking say?

Last update says On the Way on June 21. [emoji2]

(Well, now it says investigation opened)


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I believe that is the correct way to do it. Though not an auction house, it is how I have handled all claims through eBay, here, or facebook.


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This is commendable and spot-on. The recipient should not be held hostage during a lengthy review process. The recipient is the only party guaranteed to be free of blame.

The responsibility of a lost/damaged item always lies on either the AH (for poor packaging/protection) or the Shipping service (for losing the parcel and/or their gorilla-like handling of the item).

I'm sure numerous other auctions operate this way, so I don't think it's all that special, but thanks.

Id believe it's pretty standard procedure to require a missing claim be filed and a search be done before paying somebody