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How do I file a claim for a lost or damaged package?

This article walks you through the steps to fill out a claim for a package shipped through ZenSales using USPS postage. If you would like to learn more about our program visit our FAQ

*Try to locate the package through USPS's Missing Mail and Lost Packages's checklist.
*USPS To file a claim with USPS for a Priority package you must do so through the USPS website.

There are a few things you'll want to do before you begin to file your claim.

  • Locate the order within your ZenSales Dashboard
  • Determine if it is eligible for the Delivery Guarantee (Executive users automatically receive coverage on all packages)
  • Make sure you know the *wholesale* value for each item in the order
  • If the package never made it to it's destination (lost) then make sure and mark the order as delivered

Once you’ve located the correct order then you can file the claim. First click the tertiary menu to the right of the order. You’ll see several options including “File a Claim”. This option will *only* appear if the order is in the status “Delivered”.

A pop up box with a few questions and all of the order's items will appear. If you notice the order information is not correct then you will want to cancel the claim and locate the correct order within your dashboard. 

You will need to answer both what happened to the package and how you would like to receive the payout. You will also need to fill out the wholesale value for each item in the order.

Damaged packages may result in your customer receiving part of the order. In that case you’ll only want to fill out the Delivery Guarantee Form for the items that need to be replaced in your customer’s order. Any items that made it to your customer safely you can set the wholesale value as $0.

Once you’ve submitted your claim that’s all you need to do! A Customer Service representative will contact you via email within 48 hours. If any more information is needed to process the claim then they will let you know when reaching out to you via email.

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