If LABL Protect was applied to the shipment, follow these steps to learn how to submit a claim for a package that was lost, stolen, or damaged.
From the Protected Orders Dashboard, search for the shipment you are wanting to submit a claim for using the order number or customer name.
Select the shipment to start the claims process. Shipment details will display on the right side of the screen. Select file claim to bring up the claims form.
When filling out the claims form, provide as much information as possible to avoid any delays in the process. To provide supporting documentation, drag and drop the files where it says "Please Provide Supporting Documentation". You will want to attach additional documentation that is required if the order is damaged. We need photographic evidence of both the shipping box (external and internal) as well as 3-5 images of the product.
To ensure the claim is processed quickly, make sure to select the best description from the "Buyer's Package Was" drop-down and try to be as descriptive as possible. If one of the options does not describe best what occurred, select "Other" and try and leave complete details in the details section.
Once the LABL Protect claim has been submitted you can view the claim status from the claims dashboard. The claim status page will give you up-to-date information about the claim. If you have other questions about your claim status or if you need to submit additional information not provided in the original claim, you can comment directly from the claim as shown below.
If you have any questions or need assistance, please email firstname.lastname@example.org and our Support Team will be happy to assist you.