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Supplier Guide: Claims & Support
Jair Sian avatar
Written by Jair Sian
Updated over a month ago

For all support relating to collections, re-booking shipments and damage or losses, you can contact shipping@sellar.io which is monitored full-time.

UPS Claim Information

Key Info

  • Claims for damage must be submitted within 14 days of receipt

  • Claims for loss must be submitted with 60 days of loss

  • UPS can take up to 21 days to respond to a claim

  • Sellar will process the claim on your behalf and apply the full sum of successful claims to your account balance with us

  • Compensation will be paid as a credit note against future Sellar Shipping invoices

For damages, please take a look at the guidance for photo evidence below. This will significantly improve the chances of a successful claim.

📷 Photo documentation info

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 (starts with 1Z)

  • A close-up photo of the box manufacturer’s certificate (round stamp on the outside of the box)

  • Two photos showing all six sides of the parcel (one showing the top and two sides, another showing the bottom and opposite sides)

Dimensions of the box, including the parcel height, length and width will also be needed.

Before submitting the claim details to Sellar, please make sure you have the following info to hand:

  • UPS tracking number (can be found on Sellar → Tracking and stars 1Z21W)

  • For damaged goods, please provide photos to support your claim

  • Invoice for sale of goods (can be found on Sellar)

Supporting information requested by UPS regarding a claim must be returned to us within 12 days of the request

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