Dispute Resolution

Updated

We work hard to make sure every shipment is seamless, but we’re also here to help when problems arise. We encourage both parties to find a solution that works best for everyone involved. However, reporting a "Dispute" is appropriate when:

  • A problem arises after services have been performed (in part or in full)
  • Before feedback is left for the transaction
  • The other party is unwilling to work toward a solution with you

Whether you’re a shipping customer or a service provider, you can reach out to Support via email for help regarding a dispute, and include the following:

  • A brief summary of the problem
  • Supporting documentation (BOL, photos, previous correspondence, etc)
  • A proposed solution

You may have followed our Safe Shipping Guide to a T, but not every shipment goes as planned. The following are common areas where we can help:

  • Issues contacting the other party
  • Damages to items on the original listing or BOL
  • Payment for misrepresented shipments or services
  • Delays beyond a week past the original dates

As a neutral marketplace, our role is limited. When appropriate, we encourage you to report disputes involving fraud, theft, or other criminal activity to the appropriate law enforcement agencies. However, uShip can help open communication between both parties, provide website/app support, and issue refunds where appropriate. If you haven’t already done so, please try contacting the other party with their contact information provided at booking confirmation.

The following issues are often best resolved by both parties on their own:

  • Cancelled shipments or those not booked through uShip
  • Items not included on the BOL or original listing
  • Payment for insurance deductibles
  • Payment issues for goods and services not booked on uShip (e.g. customs, sale of items)

For situations where a resolution simply cannot be reached, we’re also happy to offer our Ship With Confidence Guarantee. Still have questions? Get in touch!

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