ShipStation manages all loss or damage claims for shipments sent with UPS from ShipStation. Do not contact UPS support to file a claim.
To file a claim for a lost or damaged shipment:
Click this link to access the claim form: ShipStation UPS CLAIMS FORM.
Fill in all the required fields and submit the form when complete.
Must Submit within 60 Days!
Claims will only be accepted within 60 days of the scheduled delivery date.
To avoid any delays in processing your claim, please provide all the required information and include photos of the damaged items (if applicable).
Claims with a partially filled claims form cannot be processed. If there is an issue with your submitted claims form, you will be notified via email.
Claims can take up to 3 weeks to process.
If claim for a refund is approved, your money will be refunded to your ShipStation Balance.
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 or the next true business day will be Monday and will still fall under the Service Guarantee set by UPS. Learn more about Saturday delivery with ShipStation's blog post.
If you submitted a claim, do not submit duplicate forms for the same claim.
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, please fill out the ShipStation UPS Claims Form and 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.