UPS File a Claim

REMINDER:

There’s an Idle Time Limit when filing a Claim. If idle for more than 10 seconds, it will ask you to start from the beginning so make sure to gather all necessary data first before you start.

IMPORTANT:

Please DO NOT promise a replacement or refund until we get an update from UPS. If the package is located or a proof of delivery is provided by UPS, they will NOT issue us the claim, hence we won't get paid.

In some cases, we can file a dispute with UPS. If the claim is declined but we feel that the customer should still be getting a replacement or refund, escalate to L2 to get approval from our clients.

WHEN TO PROCESS

Notify UPS of a lost or damaged shipment within sixty (60) days of the actual or scheduled delivery.

UPS must receive notice of claims within sixty days after Delivery of the Package or, in case of failure to make Delivery, within sixty days after the date of scheduled Delivery.

Claims beyond this(60 days) will not be allowed by UPS. Customers are receiving tracking information of their orders and should also be responsible in notifying us if they do not receive their orders.

NOTE:

For UPS claims (damaged where the customer is not at fault but UPS declined our claims due to packaging, we can go ahead and process a replacement.
Medify is aware that our filter box does not pass UPS requirements but it is still worth trying to file a claim and dispute as needed.

HOW TO CLAIM

1. Always make sure to login to UPS website by clicking on the face icon found at the upper right corner then entering username and password.

2. Once logged in, click on the Support tab found at the upper left corner, then click File a Claim. It will then remind you to make sure you are logged in. Click on Log in to File Claim

3. START A CLAIM

Enter Tracking Number.

Note: For multiple items, it may show multiple tracking numbers, choose which package you are filing a claim for.

4. What is your relationship to this package?

For damaged items and the package is still with the customer, choose I am the recipient of the package.

UPS might need to go to the customer’s place to check the damaged item and/or investigate further.

For lost, choose I am the shipper of the package

For : Did you ship the package through a third-party eCommerce site?"

Leave it as is. Don’t tick the box

5. What problem are you trying to report?

Choose ‘this package is lost’ if filing claims for lost package
Choose ‘this package is damaged’ if filing claims for damaged item

Then click NEXT.

6. Choose which best describes the issue with the package.

Package was left at the address and it cannot be located.
Delivery was to an incorrect address
Delivery was to a neighbor or alternate address and cannot be retrieved
The receiver is disputing the signature obtained at delivery and does not have the package
Customer attempted to collect from an Access Point or retail location and the package was not there
Signature was required at delivery and no signature is provided

7. Add supporting documentation as needed, tick on the box and attach files.

PHOTO DOCUMENTATION

Circular Stamp (Merchant Certification)

Medifyair Packing.pptx

FILES FORMATS ACCEPTED:

.JPG
.JPEG
.TIF
.TIFF
.BMP
.PDF
.DOCX
.PNG

8. Add Merchandise Description following this format:

For claims filing/ merchandise description should be:

FOR UNITS: 1 QTY OF MA-40/ MA40 2 PACK AIR PURIFIER WHITE
FOR FILTER: 1 QTY OF MA-40 REPLACEMENT FILTER 1 SET

Note:

If we put like MA-40E-1, though we attached the documents, it will most likely be declined due to lack of information.

9. Add quantity and Cost (including taxes)

Do not tick ‘this package contained personal items’

Add another merchandise description only when needed

10. Always leave this No even if we already shipped the replacement to make sure UPS proceeds still with the investigation.

11. Put Dimensions of the box as additional information and leave the ‘reimburse transportation charges’ unticked

12. Enter Order # as the Reference Number and follow the same format below:

13. Hit Next and it will then ask you to Review Claim before clicking the Submit

14. Once all information is confirmed, click the Submit at the bottom of the page.

REMINDERS:

If you need to make any changes, just click on Edit found on each of the questions
You won’t be able to file a claim if status doesn’t show Delivered. Make sure to check status before filing a claim

For more information, you may visit File a Claim FAQs

WHEN TO PROCESS

Notify UPS of a lost or damaged shipment within sixty (60) days of the actual or scheduled delivery.

UPS must receive notice of claims within sixty days after Delivery of the Package or, in case of failure to make Delivery, within sixty days after the date of scheduled Delivery.

Claims beyond this(60 days) will not be allowed by UPS. Customers are receiving tracking information of their orders and should also be responsible in notifying us if they do not receive their orders.

NOTE:

For UPS claims (damaged where the customer is not at fault but UPS declined our claims due to packaging, we can go ahead and process a replacement.
Medify is aware that our filter box does not pass UPS requirements but it is still worth trying to file a claim and dispute as needed.

CHECK STATUS OF UPS CLAIMS

Enter tracking number, then hit view claim to check status
It will then route you to this page. Make sure to check if the Tracking number is correct. You may either check by Tracking Number (TN) or Claim Number then hit Continue

It will then route you to the Claim Detail page

CLAIMED ISSUE

Proceed with the processing for refund or replacement depending on the customer's request

PACKAGE SEARCH IN PROGRESS

UPS is still investigating. Advise accordingly.

PACKAGE SEARCH CANCELLED

See delivery date. UPS found the package.

CLAIMED NOT APPROVED

Educate the customer that the claim was denied based on UPS reason and escalate to L2 when needed.

HOW LONG DOES THE CLAIM PROCESS TAKE?

Once your UPS claim with supporting documentation has been issued, processing takes on average 8-15 business days.

IF: LOST OR DAMAGED AND CLAIM STATES THAT THERE IS A "CLAIMED ISSUE"

THEN:

The package cannot be located and therefore considered lost. UPS will refund us the money and we will have to send the customer a replacement unit or process refund.

IF: PACKAGED IS DAMAGED

THEN:

UPS will then send the damaged unit/filter back to the sender. We will then send a replacement or process a refund depending on the customer’s request and what the policy states.

WHAT DOES MY CURRENT CLAIM STATUS MEAN?

Claim Issued:

The claim was issued and paperwork was sent to the shipper of record. If you are the shipper, payment documents are required. Select View Details from the claims dashboard and select upload payment documents.

Shipment Inspection Scheduled:

UPS has scheduled an inspection of the damaged package. Updates to the inspection status will be on your dashboard as they become available.

Claim Reported – Supporting Document(s) Received:

Your submitted documents or photo shave been successfully uploaded to your claim.

Claim Review in Progress:

Your claim is being reviewed by our claims department.

Claim Review Complete:

Your claim investigation has been completed, and the results of the investigation are forthcoming.

Claim Not Approved – Insufficient Merchandise Description:

UPS needs a detailed merchandise description to complete the investigation. You will see an icon in the dashboard alerting you to further action needed.

Claim Not Approved – Unable to Contact Receiver:

UPS needs accurate receiver contact information to complete the investigation. You will see an icon in the dashboard alerting you that further action is needed.

Payment has been processed for your claim: Payment details are available on the dashboard to the authenticated shipper or shipper’s appointed representative.

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