In the event a package is lost or damaged while in transit, it is important to understand the steps to initiating the claims process with the small parcel carrier.
Without enough supporting documentation, the processing of your claim could be delayed or denied altogether.
Below is a guide to initiating a claim with a small parcel carrier.
Coverage amount by carrier
- UPS & FedEx – provides all packages automatically with $100 worth of liability for loss or damage
- USPS – Priority Mail provides all packages automatically with $50 worth of liability for loss or damage and Priority Mail Express provides $100. Automatic coverage isn’t provided for any other type of USPS service.
Timing for filing claims
- Claims can be filed within 60 days of the scheduled delivery for packages that have been lost or damaged and 21 days for international shipments.
- Claims normally take 5 to 10 business days to resolve but could take longer.
- A status of all open claims will be sent to customer each Friday. If claim results in payment from, a credit memo will be issued once payment is received by Orbit.
What information is needed
Customer should submit a claim request to support and include the following information:
- Order # and type of claim (damaged or lost)
- All claims will require some form of supporting documentation to provide proof-of-value:
- Copy of original invoice from vendor/supplier
- Copy of retail invoice/receipt
- Final confirmation screen of an online order with proof of payment
- Photo Documentation – During the photo documentation process, seven different photos will be requested:
- A photo showing the damaged item and how it was packaged inside the box
- A photo of the damaged item
- A photo of the packaging material used
- A close-up photo of the shipping label with tracking number
- A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)
- Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)
Accepted claims - repayment
- Since customers use Orbit's small parcel accounts, when claims are filed and paid, payments will be made from the carrier to Orbit directly.
- Once received, Orbit will issue a credit in the same amount to the customer.
Orbit's role in the claims process
- While Orbit ships its customer's small parcels via carriers like USPS, UPS, and FedEx using Orbit's account, we are bound by the same claims process guidelines and rules that apply to all shippers.
- For that reason, each customer who utilizes our small parcel account is responsible for the risk associated with using theses small parcel carrier's services.
- Through the claims process, Orbit's role is to manage the claim on your behalf.
- Claim amounts paid or not paid by the small parcel carrier are outside of Orbit's control.
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