ShipStation Delaying UPS Claim Payments
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Wednesday
Is anyone else dealing with insanely slow claim payments when UPS sends them through ShipStation?
Our experience has been beyond frustrating, and based on what we've seen, ShipStation doesn’t seem to care about fixing the issue.
Here’s what happened:
UPS confirmed sending ShipStation payments for four lost package claims on February 11, 2025.
Today is March 26, 2025 – 31 business days later – and we still have not received our credit.
ShipStation originally stated that claims would be processed within 30 business days, meaning the absolute deadline is March 25, 2025.
Yet, every time we ask for an update, we get generic, vague responses and are told to keep waiting.
When we first reached out, ShipStation support even denied having any record of the claims, despite us having prior confirmation that UPS had sent them. After multiple follow-ups, they finally acknowledged receiving the payments but then dropped this gem:
“This process for posting the credit on the account can take up to 6 weeks or 30 business days.”
Wait—why? UPS already did their part and sent the money. What exactly is ShipStation doing for six weeks? According to their agent, payments are sent to an off-site location where someone has to retrieve them, verify the accounts, and process them manually. But this doesn’t explain why:
We have past payments that were never credited until we chased them down.
If we don’t follow up, does ShipStation just keep the money indefinitely?
How does a billion-dollar company take longer to process a check than UPS took to investigate and approve the claim?
We’ve even requested UPS to send claim payments directly to us, but for some reason, many still end up going to ShipStation. So we’re stuck in this endless waiting game where our own money is being held hostage by their ridiculous system.
The latest response from ShipStation was, unsurprisingly, more stalling:
"Your request has been submitted to our billing team. We’re working as quickly as possible and will reach back out as soon as we have an update."
At this point, it’s clear that using ShipStation for UPS claims is a complete disaster. If you rely on ShipStation for claim processing, you may NEVER get paid unless you chase them down constantly.
Has anyone actually had success getting paid on time through them? If so, how? Or is everyone else stuck in the same mess?
