Articles on: Protection

How Can Your Customers File a Claim


The AfterShip Protection status becomes active as soon as the order is shipped. However, there are times when shipments are lost, damaged, or stolen. In such cases, your customers need to submit the claim.

Here’s how your customers can file a claim

Visit the tracking page > Search your order with the order id

Click the Claim button on the protection detail page (The option is available only for orders added with AfterShip Protection and can be accessed once the order has been shipped)

Select the reason to file a claim. Available reasons are Lost in transit, Porch Piracy, and Damaged

Provide the claim information

For Lost in transit and Porch piracy reasons: Select the product category and describe your issue. Order receipt/invoice and reship/refund evidence from the merchant would be needed.
For Damaged reason: Apart from selecting the product category and describing the issue, the shopper needs to choose the damaged item from the list (if the order comprises of multiple products) and provide proof.

Once the claim is submitted, shoppers can check the claim progress by clicking the View claim button on the branded tracking page

The merchant may review the claim before sending it to the insurance company (UPS Capital Insurance Agency, Inc.) which generally takes 2-5 business days to verify the claim. There will be 3 scenarios, once the insurance company is done checking the claim request.

Scenario 1: Once the claim is approved, the merchant will contact the shopper to ask whether they would like to have reshipment of the product or a refund.
Scenario 2: If UPS Capital Insurance, Inc. needs more information to check the claim request, it will contact the merchant to relay the message to the shopper.
Scenario 3: If UPS Capital Insurance, Inc. rejects the claim request after the evaluation and gives an invalid reason, the shopper can contact the merchant and tell why he/she isn’t satisfied with the given reasons so that the latter can ask the insurance company to reconsider the claim.

If you have any questions, please connect with our support team.

Updated on: 20/02/2023

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