Rollo Support

If a package shipped with a Rollo Ship label is lost or arrives damaged, the claim is filed with the carrier through Rollo. Contact Rollo support (or use Open Claim on the shipment in Rollo Ship), and the team will prepare and submit the claim to the carrier for you. The carrier investigates and decides the outcome, so approval and payment are never automatic. 

If you used UPS by Rollo (check Connections, then Shipping Carriers in Rollo Ship if you are not sure), Rollo is the shipper of record. UPS closes claims filed directly by customers and refers them back to the shipper. Filing directly also means Rollo cannot see or track that claim. Start with Rollo support, and the team will file and monitor the claim with UPS on your behalf.

If you connected your own UPS account to Rollo Ship, file with UPS directly using your own shipper (account) number, which appears on your UPS invoice.

1. Log in to Rollo Ship and go to the Shipped tab.

2. Find the shipment and click the 3 dots on the order.

3. Select Open Claim and fill out the form. This submits the claim details to the Rollo team.

Carriers require detailed documentation before they will review a claim. Have this ready:

1. Tracking number and the type of problem (lost or damaged).

2. Number of items affected and a specific merchandise description (part number, serial number, model, color, size where applicable).

3. Merchandise value, plus an invoice as proof of value. If you do not have an invoice, support can send you a blank invoice form to fill out.

4. Shipper and recipient names, addresses, phone numbers, and email addresses.

5. For damaged packages: photos of the damaged item and the packaging from different angles, the date the damage was discovered, the current location of the package, whether any items are missing, how the package was sealed, and what packing materials were used.

For damage cases, keep the damaged item and all packaging until the claim is finished. UPS may inspect them, and missing documentation can delay or sink a claim.

* Lost package (UPS): UPS will not accept a lost claim until at least 24 hours after the scheduled delivery date has passed. Once opened, the investigation to locate the package usually takes about 8 days or more.

* If UPS asks for more documents (for example, proof of value), send them to Rollo support quickly. The claim does not move until they are received.

* Approved UPS claims are typically paid by check. If a payment is routed to Rollo as the shipper of record, contact support and the team will coordinate getting the payment to you.

* Coverage limits: UPS liability is up to 100 dollars per package plus the shipping charge unless you purchased a higher declared value when creating the label. Claims are paid up to the declared value, not automatically the full merchandise value.

Knowing these up front can save you a denied claim:

1. Improper packaging. This is the most common denial reason for damage claims. UPS inspects the packaging and will deny claims where the internal or external packaging did not meet its guidelines.

2. Perishable goods. UPS does not cover damage arising from the perishable nature of a shipment (for example, food spoilage), and it may dispose of damaged perishable shipments.

3. No declared value. Without added declared value, payment is capped at the default liability amount. 

A package that arrives late but intact is not a lost or damaged claim. Refunds for late delivery fall under the carrier's service guarantee rules, which only cover certain services, and UPS processing can take 30 to 60 business days. Contact Rollo support with the tracking number, and the team will check whether your service qualifies and file the request with the carrier. 

1. Log in to ship.rollo.com and go to the Shipped tab.

2. Find the shipment and click the 3 dots on the order.

3. Select Open Claim and fill out the form. This submits the claim details to the Rollo team.

Still stuck? Start a chat with Rollo support, and we will file and track the claim with the carrier for you.