ShipStation manages all insurance 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:
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Click this link to access the claim form: SHIPSTATION UPS CLAIMS FORM.
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Fill in all the required fields and submit the form when complete.
Important
Claims will only be accepted within 60 days of the scheduled delivery date.
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To avoid any delays in processing your claim, please provide all the required information and include photos of the damaged items (if applicable).
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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.
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Claims can take up to 3 weeks to be processed.
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If you shipped using Next Day Air on a Friday to receive Saturday Delivery, you must have selected the Saturday Delivery option for the order 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.
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If a claim is denied, you may appeal by submitting a new claim with new or updated information.
UPS offers a Guaranteed Service Refund for all packages not delivered by the date and time indicated for delivery when the shipment was processed.
UPS will either credit or refund the transportation charges for each such shipment to the payer only. The payer must initiate the request to receive the refund, provided the conditions set forth in the UPS Service Guarantee are met. Learn more about the UPS Service Guarantee.
Important
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.
To request a UPS Guaranteed Service Refund for a package sent with UPS from ShipStation account, please fill out the ShipStation UPS Claims Form and one of our support agents will contact you.
UPS COVID-Related Service Updates!
Updated January 19, 2022
As the COVID situation continues to evolve, UPS may make adjustments to which services are eligible for Guaranteed Service Refunds (GSR) and which services receive additional service fees.
For the most up-to-date information on UPS COVID-related news, please review the UPS Service Guarantee page, the UPS Service Alerts page or ShipStation's Covid-19 Resource Hub.