In this article, we'll walk you through the steps of filing a claim for the Ship.com Delivery Guarantee for a USPS package. To report an issue for a UPS® package, please contact our support team directly at help@ship.com for more information.
As of January 1st, our Delivery Guarantee process has changed. Please be sure to read this article in its entirety to ensure your claim is properly processed.
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There are three steps to filing a claim through our system.
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Step 1: Before You File
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Step 2: Filing Your Claim
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Step 3: After You File
Step 1: Before You File
- Check eligibility: Review the conditions of our Delivery Guarantee to determine if your package is eligible.
- Lost package: If the package is lost, try locating it using the USPS Missing Mail and Lost Package website.
- Damaged Package: Instruct your customer to take pictures of the packaging (with the label showing) and the damaged items. Ensure you know the wholesale (dollar) value for each item listed in the order (the price you paid, not the customer's payment).
- Update order status: Find the order in your Ship.com Dashboard and update its status to "Delivered" if necessary.
Step 2: Filing Your Claim
- Locate the order: Access your Orders Dashboard and find the relevant order.
- File the Claim: Click the tertiary menu to the right of the order and select "File a Claim." If this option is not visible, ensure the order status is "Delivered."
- Verify the order information: Double-check that the order details are accurate while filing the claim.
- Provide necessary information: Fill out the requested details in the modal, including a description of what happened and the wholesale (dollar) value of the products in the order. For damaged packages, only fill out the form for the affected products, using "$0" for items that don't need replacement.
Step 3:
- Confirmation email: One a representative has reviewed your claim you will receive an email outlining the next steps needed to process your claim.
- Submit additional documentation: Follow up this email with any documentation or additional information requested for your claim in the time frame provided in the email.
- Package found: If your customer received the lost package, notify our team immediately so that we can close the claim for you.
- Contact support if needed: If you don't receive an automated response email, reach out to our support team for assistance: help@ship.com