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Carrier Claims

WineDirect provides carrier claim services for lost or damaged shipments.  Once your Account Coordinator is alerted to a lost or damaged package, either by you, or the carrier, a claim will be submitted. 

Please note: Carriers have recently updated their timeframes and all lost or damaged packages need to be reported no later than 60 days from the ship date. 

Below is the process for handling carrier claims:

Carrier Notification

WineDirect Claims Department receives notification of a lost or damaged shipment.

Upon receipt, WineDirect Claims Department will:

  1. Open an investigation and create an invoice based on the order information found in the Portal. 
  2. Submit the required forms to the carrier and track the claim until a resolution is received.
  3. Notify client when we get confirmation from the carrier.  If a claim is denied on unsubstantiated grounds, we will appeal until a final resolution is achieved. 
  4. If payment is received as a result of the claim, WineDirect will issue a credit to the account and close the case. Credits are provided the first week of each month for the previous month.

Please note: Carriers have a standard claim coverage of up to $100 of retail value. At this time, extended coverage on claims coverage is not available. 

Consumer Notification

WineDirect Claims Department receives notification of a lost or damaged shipment from the winery who has been notified by the consumer.  The consumer must report damage within 60 business days of delivery or the carrier can deny the claim.  Please submit claims via email to csoperations@winedirect.com

Please note: Carriers will not approve claims based on weather damage. As per the UPS 2018 Service Guide: " 55.3 Exclusions from Liability UPS shall not be liable or responsible for: loss or damage to Perishable Commodities to the extent the loss or damage results from exposure to heat or cold or the perishable nature of the item"

WineDirect Claims Department will:

  1. Open an investigation and create an invoice based on order information found in the Portal or, submit an invoice, if provided by the client.
  2. Submit the required forms to the carrier and track the claim until a resolution is received.
  3. Notify client when we hear back from the carrier.  If a claim is denied on unsubstantiated grounds, we will appeal until final resolution is achieved. 
  4. If payment is received as a result of the claim, WD will issue a credit to the client account and close the case. Credits are provided the first week of each month for the previous month.

Viewing Claims:

Use this page via the WineDirect Fulfillment Portal to find claim(s) information associated with shipments for which a claim has been submitted to the carrier. 

Check the status of your from the View Claims page or via the Shipments page.

  • You can search for by Account, Shipped Date, Claim Status (optional), and/or Tracking Number (optional).
  • Exporting your results via 

 

  • Excel 

  • You can also opt into claim processing emails HERE

    • As a claim is processed, from start to finish, you will be notified of each occurence.