Filing a Claim for Lost or Damaged Orders

• Return claim - for all orders returned and marked lost/damaged by the carrier, follow these steps.
• UPS labels - Follow these steps for UPS Claims only. For USPS and FedEx, please post in the #ops-cx-internal channel in Slack to request.
• Before proceeding, please check if the item/order is fulfilled by Baja. If it is, please create a claim ticket via Baja's Zendesk platform. If the item/order is not fulfilled by Baja, you can proceed below:
• Note: The most common reason for filing a claim is that the customer's order is lost or arrived damaged. Watch this video to see the step-by-step process of filing a claim:

https://www.loom.com/share/6a23453ca5984ef08fcef1921197fa41

Username: Derek2Tu
Password: 6OOUdsX1dp9m5vTJdCnrI6
Log in here

If you're required to fill out this part, please see the following info needed:

• Phone number: (312) 345-5323
• Email address: cx@italic.com

Preparing the supporting document:

1. Create a PDF file of the order in Shopify.
2. Click Ctrl + P and then save the document with the order number as the file name.
   Here's an example:

After submitting the claim, make sure to submit it in the workflow form in Slack (#cx-labels).

Note:

• When filing a claim for damaged items, make sure to ask the customer for a photo of the damaged packaging. We cannot file a claim if only the item was damaged.
• You can request a claim for up to 3 items on the order ONLY. If multiple items are on the shipment, please submit a claim for the top 3 items with the highest value.
• If UPS needs further attachments or documents, you can submit the same document you initially submitted. However, in the event that UPS doesn't accept the file, please post in #ops-cx-internal to ask for help (this is rare, so don't worry!).