IN-HOME DELIVERY: DISPUTE FAQ
Your guide to knowing what to do when things don’t go as planned.
What if the pickup location was misrepresented in the listing (e.g. stairs)?
Client:
If the pickup location was misrepresented, your carrier may request additional compensation.
uShip:
Once additional compensation has been agreed upon with your carrier, notify your CSM so they can process a COMP listing.
What if the item is not ready for pickup?
Client:
If an item is not ready for pickup, the carrier may or may not be able to accommodate a later pickup. If they are unable to accommodate a later pickup, you should initiate a cancellation. If they are able to accommodate a later pickup, they may request additional compensation.
uShip:
Once you’ve initiated a cancellation, uShip will complete the cancellation and re-list the shipment. Alternatively, once additional compensation has been agreed upon with your carrier, notify your CSM so they can process a COMP listing.
What if the item was misrepresented in the listing?
Client:
If an item was misrepresented in the listing – ex: the item is larger or weighs more than noted in the listing, the carrier may or may not be able to accommodate the shipment. If they are unable to accommodate, you should initiate a cancellation. If they are able to accommodate, they may request additional compensation.
uShip:
Once you’ve initiated a cancellation, uShip will complete the cancellation and re-list the shipment. Alternatively, once additional compensation has been agreed upon with your carrier, notify your CSM so they can process a COMP listing.
What if the item is damaged at pickup?
Client:
If the item is damaged at pickup, you should notify your CSM. Additionally, if uShip protection is purchased, you may file a case at this time. Alternatively, a claim may be filed through the carrier’s insurance (if applicable). A negotiation may also be made between you and the carrier for a payment reduction of the transportation costs on uShip, or the carrier may agree to pay out additional funds to you outside of uShip via check, PayPal, etc.
uShip:
Your CSM will mediate the damage dispute process between you and your carrier and will assist with gathering any supplemental documentation such as photos, a signed BOL, a repair estimate, etc. until the dispute reaches resolution.