LOST PACKAGE/S:

Number of items missing:

Merchandise description:  (Please be specific and provide descriptions - Read more about UPS Merchandise Description)

       Part # :

          Serial # :

            Model :

             Color :

               Size :

Merchandise value:

If a replacement shipment has been sent, please provide the tracking #: 

Also, please attach the original copy of invoice.

What best describes the issue with the package?  (Please select one)

• Marked as delivered but it wasn't
• .Delivered to incorrect address
• Delivered to a neighbor and can’t be retrieved
• Not signed by me
• Couldn’t collect from retail store
• Signature was required but not provided

DAMAGED PACKAGE CLAIM

Tracking number:

Description of problem: DAMAGED

DAMAGED PACKAGE/S:

Number of items damaged:
Merchandise description:  (Please be specific and provide descriptions - Read more about UPS Merchandise Description)

      Part # :

         Serial # :

           Model :

            Color :

              Size :

Merchandise value:
Photos of packaging and content: ( Please attach in the email -  Photos of the damaged item and packaging in different angles)
Date damage was discovered:
Current location of the damaged package: Shipper'/ Recipient'/ Other, (Provide complete address)

Could this merchandise be replaced for your customer? Yes/No

If damaged, is the merchandise repairable? Yes/No

Are there any items missing?: Yes or No

Does your package contain Hazardous Materials/Unknown Chemicals and/or Firearms?: Yes or No

Can the package be sealed and transported safely? Yes or No 

How was the package sealed? [Cable, Cap, Clasp, Hinge, Glue, Latch, Nails, None, Staples, Stitch, Straps, String, Tape, Ties Twist , Zipper, Other (Indicate)]

What material was used for packing: [Airbags, Wrap, Corrugated, Double box, Foam, Loose Fill, Paper, Peanuts, None, Other (Indicate)]

All Photos Required

During the photo documentation process, seven different photos will be requested:

• A photo showing the damaged item and how it was packaged inside the box

• A photo of the damaged item

• A photo of the packaging material used

• A close-up photo of the shipping label with tracking number (generally starts with 1Z)

• A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)

• Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)

Also, please attach the original copy of invoice.

Your own UPS account linked to Rollo Ship

If you need to file a claim for damaged or lost packages and you used your "Existing UPS Account" to purchase the label through Rollo Ship, claims must be submitted directly to UPS, namely their UPS Claims website via the following link:

https://www.ups.com/us/en/support/file-a-claim.page

USPS Claims

If you purchased your label using the default USPS account on Rollo Ship, please complete the information below and submit to Rollo Customer Support:

USPS Tracking #: 

Shipping Date: 

Reason for Claim - Lost/Damage

Insurance Fees Paid - $.XX.XX

        Provide  the insurance fees paid for this package and  proof that it was insured.

        If you shipped using Priority Mail® or Priority Mail Express®, enter $0.00 unless extra insurance was added.

        If extra insurance was added, enter the added insurance fee only (not the value of the insurance coverage).

Receiver's information:

       Name:

       Shipping Address:

       Phone #: 

       Email address:

Item Information

       Describe your package contents and upload any associated proof. You can add up to 10 items as long as they're included in the same tracking number.

       For the amount requested, include only the cost or value of the item mailed. Do not include the postage or shipping cost.

      *Item Name:

      *Item Type:

      *Item Description:

      *Purchase Date:

      *Amount Requested:

Proof of Value (file type - .gif, .jpg, .pdf or .png files under 2 MB)

      Proof of Value includes:

      A sales receipt.

      A paid invoice or paid bill of sale.

      Statement of value from a reputable dealer.

      Estimates of repair costs from a reputable dealer. 

      A credit card billing statement.

     Receipt of costs incurred for the reconstruction of non-negotiable documents.

      Printouts of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of item   purchased, and assurance that the transaction status is completed.

FedEx Claims

Since you can only add an Existing Fedex Account on Rollo Ship, all claims should be filed online through the Fedex Claims Website. You may reach out to Fedex Support or Rollo Support if you have questions or need assistance. 

https://www.fedex.com/en-us/customer-support/claims.html