4 weeks ago
Hey guys,
We use UPS by Shipstation and a customer/receiver has started an item not received claim directly with UPS. The customer didn't contact us until after UPS finished the investigation and informed the customer that the investigation was complete and that a claim was send to the "shipper". Since we use Shipstation's UPS account, I assumed that UPS would contact Shipstation who would then contact us.
It has been 2+ weeks and we have not heard anything from UPS or Shipstation yet. I reached out to Shipstation support and was not able to get any concrete answer. The first rep told me that they would reach out to UPS and get back to us, but the only thing UPS sent over was the generic order status page. The second rep scolded me for starting the claim directly with UPS and not Shipstation (despite my repeated effort to tell him that the receiver, not me, started the claim) and told me to start a new claim with Shipstatoin. When I asked him if the claim would be denied since there's already a claim on the same package, he said "Yes, that's correct". Does anyone have any experience with this? Thank you.
3 weeks ago
Hello @ShipstationUPS!
Thank you for being so patient while I looked into this for you! I spoke with the Escalations team, and they will be working directly with UPS on the customer's claim, so there’s no need for you to submit a new claim. You’ll receive an update on ticket 7750758 as soon as there’s progress. We truly appreciate your patience as we work through this issue.
For anyone else in the community looking to submit a UPS claim, I’ve attached our Help Center article with step-by-step instructions.
Happy Shipping!
-Cara