05-15-2025 05:38 AM
I’m posting this because I can’t be the only one dealing with this.
I had a UPS claim through ShipStation — package shipped in early March, over $300 in product and shipping costs. UPS damaged it badly. The customer followed instructions, UPS came and picked up the item, and then — for some reason — shipped it back to me weeks later.
Now the claim is denied because “UPS couldn’t inspect the package.”
They had the package. They took the package. What more did they need?
Meanwhile, ShipStation support has been a complete black hole. Vague, copy-paste responses. No accountability. And worst of all — my ticket was marked “solved” with no resolution at all. No wonder no one was following up.
This was UPS by ShipStation, meaning it was their UPS account, not mine. They are the ones responsible for managing the claim process, but instead, they seem to do everything possible to delay until the merchant gives up or forgets.
If you’ve had similar issues — claims denied without real investigation, packages picked up and still ruled “unavailable,” or tickets quietly closed before you got answers — speak up. This feels less like a one-off and more like a system built on attrition.
Let’s compare notes. How many others have been quietly shut down like this?
Do not trust any shipping accounts “by ShipStation.” Get your own direct account. The slightly cheaper rate isn’t worth it unless your products are cheap and disposable. When something goes wrong, you’ll be on your own.
a month ago
Hello @404Chris!
Thank you for being so patient while I looked into your claim. You can expect a call from one of our experienced support agents to assist you further and help you complete the process. They must ask important questions to ensure everything is handled accurately and efficiently.
We appreciate your cooperation and patience, and look forward to resolving this for you!
Happy Shipping!
-Cara