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Filing a UPS Claim

Follow these steps for UPS Claims only. For USPS and FedEx, please post in the #ops-cx-internal channel in Slack to request.

The most common reason when 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:

image.png

Preparing the supporting document:

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

3528902.png

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!).

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