IN-HOME DELIVERY: DISPUTE FAQ
Your guide to knowing what to do when things don’t go as planned.
What if my carrier is unable to reach the seller?
Client:
If the carrier is unable to reach the seller, you should verify the contact info and provide the carrier with alternate contact info if applicable. If the seller still cannot be reached, you should initiate a cancellation.
uShip:
Once you’ve initiated a cancellation, uShip will complete the cancellation and re-list the shipment.
What if there’s an address change for the pickup or delivery location?
Client:
If you notice your delivery information is incorrect after booking, please inform your carrier of the updated address. If the carrier can no longer accommodate the shipment to the new address, a cancellation should be initiated. If they are able to accommodate delivery to the new address, the carrier 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 my carrier cancels?
Client:
If your carrier cancels, you may approve or dispute the cancellation based on the cancellation reasoning.
uShip:
Your CSM processes cancellations M-F and will approve or dispute the cancellation based on the cancellation comment. Following cancellation approval, uShip will relist your shipment and perform coverage outreach to speed up the re-booking process.
What if my carrier extends the pickup dates?
Client:
If the carrier extends the pickup dates, you may view these updates on the booking confirmation page or tracking link. If you are unable to accommodate the new pickup timeframe, you should initiate a cancellation.
uShip:
Following cancellation approval, uShip will relist your shipment and perform coverage outreach to speed up the re-booking process.