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Handling Shipping Issues on ShareGrid
Handling Shipping Issues on ShareGrid

What to Do If an Item Is Damaged or Lost During Shipment

Dave avatar
Written by Dave
Updated yesterday

While shipping issues on ShareGrid are rare, it's crucial to know how to address them if they arise. Follow these steps to navigate any shipping-related problems effectively:

For Buyers:

  1. Reporting Shipping Issues:

    • Alert ShareGrid support immediately if you encounter a shipping problem. Ensure you report it within the 48-hour review period after the sale.

  2. Damaged Items:

    • Documentation: If the item arrives damaged, take multiple photos showing the damage from different angles.

    • Return: Send the damaged item back to the seller. Use a different box if the original is compromised, following our Shipping Guide.

    • Support: Once notified, ShareGrid will communicate with the seller to prompt them to file a claim with their shipping carrier or insurer.

  3. Lost Items:

    • Tracking: Monitor the delivery status using the tracking number provided. A 'package exception' status may indicate a delivery issue.

    • Report: If you notice a problem, please contact ShareGrid support immediately. We'll coordinate with the seller to start a claim.

For Sellers:

  1. Shipping Precautions:

    • Minimize issues by following best practices. Review our Shipping Guide before dispatching any item.

  2. When Issues Are Reported:

    • If a buyer reports a shipping problem, ShareGrid support will contact you. The claim process depends on your chosen shipping coverage:

      • ShareGrid’s Shipment Coverage: File a claim with Shippo. Note that Shippo requires a 20-day waiting period before you can submit a claim.

      • Direct Coverage from Carrier/Insurer: File a claim with the respective company. Quick links for popular carriers:

        • USPS: Claims must be filed within 60 days.

        • FedEx: Claims must be filed within 60 days.

        • UPS: Claims must be filed within 60 days.

        • DHL: Claims must be filed within 30 days.

        • OnTrac: Claims must be filed within 30 days via claims@ontrac.com or by mail to OnTrac, Attn: Claims, 2501 S. Price Road, Suite 201, Chandler, AZ 85286.

Disclaimer: ShareGrid does not directly manage package delivery. The responsibility for any delays, damages, or losses lies with the shipper, carrier, or insurer.

We're here to help and guide you. If you have any questions, please contact our support team for prompt assistance. Safe shipping!

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