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Enable the lost and damage service for a customer shipping account

New to the lost and damage service?

Articles within this help center detail the Lost and damage service, how the service saves customers time and money, and provide support for common customer inquiries.

The attributes for the lost and damage service are shipping account specific, and managed within the Edit shipment account page. The directions below are workflows related to arriving at this page, both from your account, and from within the customer account.

Logged into your reseller account

The directions below are specific to being logged into Share a Refund as a  Reseller user type. These steps detail the process of enabling Lost and damage service on a single carrier shipping account.

Does the customer have multiple shipping accounts?

Follow the guide below to enable the lost and damage service for each shipping account.

    1. Login to Your account.
    2. Tap on Shipping accounts on the left sidebar.
    3. Search for the Customer name or the Shipping account name within the search feature at the top of the page.
    4. Find the correct shipping account in the search results.
    5. Tap the pencil icon ( i.e.  ) on the right side of the row for the correct shipping account.
    6. Find the Lost and damage claims card on the Edit shipping account page.
    7. Tap the Enabled field, and select Y (Auto) or Manual according to the requirements specific to the customer.
      What is AutoFile?

      This feature files lost and damage claims when a shipment is lost or damaged automatically (most common).

  1. Complete the form according to the Carrier, insurance policy and customer requirements.
  2. Tap the Update button at the bottom of the Lost and Damage Claims card.

Logged into a customer account

Customers can enable the lost and damage service from inside the customer dashboard. The guide below is intended to support customers in the process on enabling this feature.

Are you supporting a customer inquiry?

Tap Users on the left sidebar, then tap the Login as user button to impersonate the customer, and see the customer dashboard.

One shipping account

The directions below are specific to one shipping account customers. This path will quickly bring customers to the Edit shipping account page where the lost and damage service is enabled.

    1. Login to your Customer Account.
    2. Tap on the name of shipping account on the Dashboard page.
    3. Tap the Update button to the right of the name of the shipping account on the detail view of the shipping account.
    4. Navigate to the Lost and Damage Claims card on the edit shipping account page.
    5. Select the options that define your account.
      Need details on each field?

      Articles detail each carrier (e.g. UPS) and insurance type (e.g. Flexible Parcel Insurance) within this help center. Learn more

    6. Tap the Update button at the bottom of the Lost and Damage Claims card.

Multiple shipping accounts

Lost and damage settings are carrier specific. As such, the directions for enabling the lost and damage service must be repeated for each customer shipping account to enable the lost and damage service on that shipping account.

Next steps

  • Read more about how the lost and damage service saves customers time and money on shipping.
  • See the recommended settings for each carrier within other articles in this help center.
Updated on April 9, 2018

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