Managed Markets / ShipStation Claims Issues

Shopify Discussion
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1

We’ve been using Managed Markets since it came out a few years ago.

In the past, when there was an issue with a shipment, there was a dedicated Managed Markets support team that was knowledgeable and incredibly helpful. All MM issues have moved to the general Shopify help center which has led to frustrating circular conversations and often no resolution.

We have always shipped all Shopify orders through ShipStation. Although we purchase the Global-e labels in line with Managed Markets, Shopify support won’t help with lost package claims. ShipStation says you have to go through the carrier, and the carrier says that because it’s shipped on Shopify’s account, they must initiate any claim. Rinse and repeat.

We’ve had more lost packages than normal recently, and we can’t keep doing this. Has anyone else had a similar experience and found a resolution?

3

who ever owns the account has to initaite the claim from my experience because if you ship threw a 3rd party. the account is not under your business. You are using there account to ship.

4

Hello @APIntlMusic

This is a frequent source of confusion when Managed Markets, ShipStation, and carrier liability intersect. The simplest workaround is: stop splitting label ownership. Move MM shipments completely to Shopify labels so Global-e remains the responsible party, or bring ShipStation over to your own carrier accounts so you can file claims directly. In the meantime, create a claims packet template with proof of pickup, tracking, and order export, then go straight to the carrier under your account details to escalate, and hopefully bypass the loop.