ShipStation API manages all loss or damage claims for shipments created using UPS from ShipStation API. Claims must be filed through ShipStation API rather than UPS. This article will provide steps for how to file your claim
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Claims will only be accepted within 60 days of the scheduled delivery date.
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For damage claims, include photos of the damaged packaging and contents.
To file a claim for a lost or damaged UPS shipment:
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Once UPS receives and approves all required documents, postage is credited to your ShipStation API account within 10 days.
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Reimbursement for lost or damaged goods is issued within 6 weeks.
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Claim forms with incomplete or missing information cannot be processed. If additional documentation is required, you’ll receive an email from UPS with the subject line “Request for supporting documentation.” Follow the instructions in the email to submit the requested information and continue processing your claim
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If you shipped using Next Day Air on a Friday to receive Saturday Delivery, you must have selected the Saturday Delivery option for the shipment; otherwise, the next true business day will be Monday and will still fall under the Service Guarantee set by UPS.
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If you submitted a claim, do not submit duplicate forms for the same claim.
Scheduling a Pickup? Carriers may charge a pickup fee!
Some carriers charge a fee for scheduled pickups depending on the type and frequency. Be sure to check with your carrier to ensure you don't incur any unexpected charges.
If you are shipping with ShipStation Carriers, pickup fees (if any) are deducted from your account balance as a post-shipment adjustment.
UPS offers a Guaranteed Service Refund for packages not delivered by the date and time indicated for delivery when you processed the shipment and that meet the conditions outlined in the UPS Service Guarantee.
To request a UPS Guaranteed Service Refund for a package sent with UPS from ShipStation API, select ShipStation API (formerly ShipEngine) from the ShipEngine UPS Claim Form. Once your claim has been submitted, one of our support agents will contact you.
UPS will credit or refund the transportation charges for each shipment to the payer only. The payer must initiate the request to receive the refund.
Must Submit within 15 Days!
All requests for a Guaranteed Service Refund must be submitted within 15 days of the delivery date.
If you do not see your UPS service listed as an option on this form, it is not eligible for the Guaranteed Service Refund.
