UPS from ShipStation Claims

[kshadle]

Placing claims through ShipStation UPS seems like it should be easier. 

1st you have to place the claim on the ShipStation link, then a few days later you get a letter from UPS asking for more information and documentation. 

This seems like we are having to place the claim twice. 

Why can't ShipStation provide this information directly to UPS since we submit all that information to UPS from ShipStation when placing the claim the first time.

This seems redundant and if ShipStation is going to offer UPS claims through them, why can't they submit the documentation that UPS needs with our original submission of the claim?

It is also confusing that even though I am the "Shipper" we have to submit as a "3rd Party" since we don't actually own our UPS number, ShipStation does. So submitting as a 3rd party doesn't allow for the "Dashboard" to be accessed after placing the claim. 

This kind of leaves us in limbo of knowing if our claim has been completed or is still pending. We as the customer should be able to find out if we are getting our money refunded or not.

Just my suggestions.

If you have any input on how to make this process easier that would be helpful.

Thanks

[thegearattic]

You couldn't be more correct.. the process is not good at all.. maybe by design 😞 

[thegearattic]

We are no going on week 3 and keep having to submit the same info over and over.  This has cost us a good customer.  Shipstation is supposed to make businesses more efficient ... the UPS claim process is not efficient and is costing our business time, money, and now a lost client.  Terrible!

[Manager-Erin]

Hello @thegearattic , 

Thank you for being a part of our community and for reaching out. I just wanted to check in on this, are you still having issues with your claim? If so, can you please provide us with your ticket number in a DM and I will happily look into this for you. 

-Erin: Your Friendly Neighborhood ShipStation Community Manager 

[peterpotspotter]

Correct! Filing all the required images and documentation on Shipstation kicks you into the UPS system. Entering the UPS tracking number in the UPS system returns a "we cannot process at this time" response. A week later we get a letter from UPS requesting we upload all photos and documentation to the UPS website. Finally got a human on the line at UPS who said they'd have a representative call us within 48 hours. Guess what? No callback. We ship close to 2000 parcels a year. Now we have to treat UPS like USPS: pack it well and don't bother buying extra insurance because neither will pay a claim, even when they crush a box flat.

[peterpotspotter]

And Shipstation: we need someone to pay our claims, not reward us with badges for posting about the impossible damage claim situation.

[Manager-Erin]

Hello @peterpotspotter, 

Thank you so much for being a part of our community, we are so happy to have you here with us. 

The community is a place where users can reach out to each other, share tips and tricks, and also is a place where ideas can be shared with ShipStation directly. These badges help the community team recognize you as an active participant in the community and allows us to reward  you with opportunities to provide feedback and beta access during new feature research and testing.

The community team is responsible for gathering all feedback and providing this information to the appropriate teams. Outside of data and feedback transmission we do not have control on what ideas are prioritized or not, we just help provide extra data for them to be able to prioritize fixes or new features where applicable. 

In regards directly to UPS from ShipStation claims, we try to make this process as painless as humanly possible for all parties involved. All feedback in this thread will be shared, however, we cannot promise any changes seeing as this is a process that was created by both partners as carriers have certain requirements on the claims process. 

-Erin: Your Friendly Neighborhood ShipStation Community Manager