Submitting a Claim to Support

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WebEarp
New Member
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Can any staff account on the Shopify account open a lost shipping claim, or does it have to be the account owner? 

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Rae
Shopify Staff
Shopify Staff
888 63 253

This is an accepted solution.

Hi, @WebEarp

Rae from Shopify here. Thanks for reaching out and posting this question! 

Any staff member with order permissions, as well as the account owner, can open a lost shipping claim through Shopify for DHL and UPS shipments. 

However, if the order in question was shipped through Canada Post or USPS, these carriers handle all of their claims directly on their end via their own websites. With this in mind, if you need to file a Canada Post claim, you can do so here. Equally, you can file a USPS claim here

When you're ready to file your DHL or UPS claim, please contact our Support team via our Help Center. That way, our team can discuss this claim with you further via email, live chat, or through a callback, and help ensure your claim is handled on our end. 

Since this information should help resolve your question, I've marked my reply as the solution to this thread. This will help other Community users who also need to file a shipping claim, as it outlines the exact steps to follow to get their claim filed, too. 

Let me know if you have any other questions or concerns! 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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Rae
Shopify Staff
Shopify Staff
888 63 253

Hi, @WebEarp

I wanted to check in with you to see if you were able to submit your shipping claim correctly? If you're running into any problems with this, please let me know and I'll be happy to continue helping out! 

Best, 

Rae | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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