Claims Resoultion

Please note: Couriers can sometimes take 30-60 days to fully conclude their investigation regarding a claim submission. Once their investigation has ended, they will contact us with their decision.

Approved Claims

If a claim has been approved, the courier will let us know how much credit we will receive from the claim. Once we have received the credit, our accounting team will add it to your account to be used on your next invoice. 

Declined Claims

If a claim has been declined, the courier will let explain as to why they have chosen this conclusion.  A claim can be declined for many reasons such as not notifying the courier about any damages within 24-48 hours, the item was not packaged properly, if the package was damaged before transit, or if the item is deemed as dangerous goods.

If you think their answer as to why it was declined is incorrect, we can continue to dispute the claim with the courier on your behalf.

If you have any questions, please contact us by email at [e-mail], by phone at 1-888-210-8910, or contact us via live chat directly on the ShipSimple Platform.