Transportation Related Claims

At UPS eFulfillment there are 2 types of Transportation related Claims:

  • Guarantee Service Claims (GSR)
  • Damage & Loss Claims

 

What we'll cover:

  1. Guarantee Service Claims
  2. Service Exceptions
  3. How to File a Guarantee Service Claim (GSC) with UPS eFulfillment
  4. Damage & Loss Claims
  5. Lost Package Claims Process
  6. Damaged Package Claims Process
  7. Related Articles

 

Guarantee Service Claims

Guarantee Service Claims are for claims regarding the time from when the order is placed to when the order is delivered.  At UPS eFulfillment we offer 4 service levels for out bound orders.   Below is a chart of our service levels and our service Guarantees.  UPS eFulfillment guarantees 1 day – 3 day services products if they are delivered late.

 

UPS eFulfillment Service Name

eFulfillment Delivery Timeframe

UPS eFulfillment Service Guarantee

Example Marketplace Shipping Names

ECONOMY

Usually 7 days or less

No Service Guarantee

Free Economy; Standard; FedEx Ground; UPS Surepost

3 Day

Up to 3 Days

Delivery Guarantee of 3 day from order receipt*

Expedited; UPS 3-Day Select; USPS First Class; FedEx Express Saver; Priority

2 Day

Up to 2 Days

Delivery Guarantee of 2 day from order receipt*

Second Day; FedEx 2Day; Overstock 2Day; UPS Expedited; 2nd Day Air

1 Day

1 Day

Delivery Guarantee of 1 day from order receipt*

Next Day; Priority Overnight; FedEx First Overnight

 

*- Order must be received before stated order cut-off time local warehouse time.  All guarantees are calculated based on order receipt time at the local warehouse to the delivery confirmation date from UPS.  

NOTE:

The time to start calculating the service guarantee does not start until there is sufficient inventory to allocate the order to the warehouse.  

 

Service Exceptions

If you feel that we have not met our commitments before filing a claim please check to see if any of the service exceptions per our terms and conditions below may have impacted your shipment.  The most common types of service exceptions are listed below:

 

UPS Holidays

UPS and UPS eFulfillment do not operate on the holidays listed below.  If your shipment falls within one of these holidays they will be counted as a non-business day and are not included in the delivery time calculations.

  • New Year’s Eve
  • New Year’s Day
  • Memorial Day
  • July 4th
  • Labor Day
  • Thanksgiving
  • Christmas

 

UPS Announcements

UPS announced service exceptions (usually due to weather or acts of God).  You can check UPS.com for announced service exceptions.  If a service exception is announced UPS will work to deliver your shipment as soon as it can once the condition is no longer in place.

Peak Exceptions

Per our terms in conditions:

  • The guarantee is suspended for orders received starting on Thanksgiving Day plus the following 7 calendar days.
  • The guarantee is suspended for orders received December 17 to December 24th.

Once you check for any of the above exceptions, if you feel we have missed our delivery commitment for a guarantee service you must file a claim with UPS eFulfillment through the UPS eFulfillment portal via the process. 

IMPORTANT!

The claim must be filed on the portal, in writing, within 15 calendar days from the guaranteed delivery date.  Do not file this claim on UPS.com or call 1-800-pick-UPS to file a GSR claim.

 

How to File a Guarantee Service Claim (GSR) with UPS eFulfillment

The fastest way to initiate a GSR is online through the support site. See How to File a Guarantee Service Claim (GSR) with UPS eFulfillment.

 

Damage & Loss Claims

If you have shipped inbound to a UPS Warehouse on your own UPS shipper number and need to file a claim, please do so through UPS.com  

 

Lost Package Claims Process

If a package is not delivered, UPS can help by performing a search to locate your package. If the package cannot be found, the shipper can file a claim up to the declared value of the package contents.

The steps in a lost package claim are as follows:

ups-lost-packages-claim.png

 

Lost Package Reported

Merchants are encouraged to report the lost package because notification letters are not sent to receivers. Merchants and receivers can report a lost package on ups.com.

In order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. A report cannot be made until then. Please allow additional time when a package is delayed due to adverse weather.

Once you report a lost package, UPS will notify eFulfillment.  The eFulfillment customer service team will open a support ticket to track the progress of your lost package.  All communications with UPS eFulfillment will be documented utilizing this support ticket.  To check the status you can return to this ticket for any updated information regarding this issue.

NOTE:

Loss can only be reported online for packages that have an origination and destination within the United States. To report loss for international packages, contact UPS.

 

Report a Lost Package

Check Claim Status

Contact UPS

 

UPS Package Search

UPS will conduct a complete investigation to locate the package. The investigation may include a search of our shipping system and operation centers, or calls to recipients or merchants.

The UPS search process usually takes seven to 10 business days.

 

Claim Authorized

  • If UPS is unable to locate the missing package, a Damage/Loss Notification claim letter will be emailed to the UPS eFulfillment. UPS eFulfillment will notify the merchant; UPS will not send claim letters to the receiver or the merchant.
  • If UPS locates the package, the claim will not be approved, delivery information will be sent to UPS eFulfillment and UPS eFulfillment will notify the merchant, and the reporting process will end

 

UPS Reviews Documents

It is essential that the merchant supplies UPS eFulfillment with documentation that shows the lesser of the actual purchase cost or replacement cost, up to the declared value, as requested in the Damage/Loss Notification claim letter. Requested documentation may include original invoices, purchase orders, proof of shipment, or other information required by UPS.

UPS eFulfillment and UPS will:

  • Determine what, if any, value was declared for the contents of the package
  • Verify that the product falls within the guidelines of the UPS terms or contract with UPS eFulfillment

 

All supporting documentation be attached to the eFulfillment support ticket and submitted through the eFulfillment support ticket system, instructions on how to submit supporting documentation are provided on the eFulfillment portal.  Inside the portal, click on the HELP menu and select Online Support (Open Tickets / Knowledgebase).

 

Claim Paid

Once a claim has been approved, the payment will be processed. UPS will pay the lesser of purchase or replacement costs, up to the declared value. Typically, claim payments will be credited to your UPS eFulfillment account within 5-10 business days of the claim being approved by UPS.

In the event the claim is not approved for payment, UPS eFulfillment will contact the merchant.

NOTE:

All claims are subject to the terms of the UPS Tariff/Terms and Conditions of Service.

 

Damaged Package Claims Process

Damage to a package can be reported by a shipper, recipient, or by UPS. After a damage inspection is performed by UPS, the shipper of record is contacted with the results. Depending on the results, the shipper can file a claim for the repair or replacement cost of the package contents up to the declared value.

The steps in a damaged package claim are as follows:

damage-package-claim.png

 

Damage Reported

A Merchant or recipient can report a package that has been damaged during shipment. The Merchant can also submit documentation in support of the claim online, at the time damage is reported.  In the event that a damaged package is discovered while still in the UPS system, UPS will notify the eFulfillment of details. Once damage has been reported, you can check the status of the claim online, anytime.

NOTE:

Damage can be reported online only for packages that have an origination and destination within the United States. To report damage of international packages, contact UPS.

 

Report a Damaged Package

Check Claim Status

Contact UPS

 

UPS Inspects Package if Required

UPS will inspect the damaged package to determine the cause of damage and verify proper packing materials were used (in accordance with the shipping terms). UPS may inspect the package at the shipper's or receiver's site, or may collect the package for inspection at a UPS facility.

Once the UPS investigation is complete, UPS will notify UPS eFulfillment customer support.  eFulfillment will notify the merchant of the outcome of the inspection.   UPS will not send inspection information to the receiver of the package.

 

Claim Authorized

  • If the claim is issued, a Damage/Loss Notification claim letter will be emailed, faxed or mailed to UPS eFulfillment. UPS will not send the claim letter to the merchant or the receiver
  • If the claim is not approved, UPS will notify UPS eFulfillment; the merchant can contact UPS eFulfillment customer support with any questions or concerns.

 

UPS Reviews Documents

It is essential that the shipper supplies UPS eFulfillment with documentation that supports the actual repair or replacement cost of the merchandise, up to the declared value, as requested in the Damage/Loss Notification. This documentation can be provided either when the damage is first reported, or after the Damage/Loss notification is issued. Supporting documentation can include original invoices, purchase orders, or other information required by UPS.

UPS will:

  • Determine the value declared, if any, for the contents of the package
  • Verify that the product falls within the guidelines of the UPS terms or contract with the shipper

All supporting documentation can be attached to the eFulfillment support ticket and submitted through the eFulfillment support ticket system, instructions on how to submit supporting documentation are provided on the eFulfillment portal.

 

Claim Paid

Once the claim has been approved and UPS receives the supporting documentation identified in the claim letter, payment will be processed. The claim payment may differ from the original amount requested depending on the documentation provided. Explanation of the difference in payment amount, if any, will be printed on the check stub. Typically, claim checks are mailed to the shipper's billing address on file three to five business days after UPS receives the required documentation.

In the event the claim is not approved for payment, UPS will contact the shipper.

Once a claim has been approved, the payment will be processed. UPS will pay the lesser of purchase or replacement costs, up to the declared value. The claim payment may differ from the original amount requested depending on the documentation provided. Explanation of the difference in payment amount, if any, will be provided.  Typically, claim payments will be credited to your UPS eFulfillment account within 5-10 business days of the claim being approved by UPS.

In the event the claim is not approved for payment, UPS eFulfillment will document and communicate to the merchant as part of closing the ticket.

 

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