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Submitting a Claim

Claims can be initiated by both internal and external users from the Shipments page within the Portal. To locate a specific order, use the Quick Search function on the right-hand side of the screen. You can search by Tracking #, WD Order #, or Customer Order #. You may also search by date range to view multiple orders at once. Once the desired order is located, click the three-dot icon (⋯) on the far right-hand side and select “Start a Claim” from the dropdown menu, as shown in the screenshot below. A new window will appear where you can enter claim details. Select the specific bottle(s) and quantity that were damaged. Optional fields allow you to: ·         Upload a photo ·         Add a description ·         Mark the shipment as lost Note: Claims cannot be submitted if the shipment is beyond the carrier’s claim window: ·         FedEx: 90 days from shipment date ·         UPS: 181 days from shipment date If the claim is outside this window, the system will automatically block submission and display a notification, as shown below:

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After Submitting a Claim

Once a claim is submitted, our team will review and file it with the appropriate carrier. As soon as we receive a response from the carrier, any approved reimbursement will be credited to your account in the form of a credit memo.

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Viewing a Claim

To view submitted claims, navigate to the Claims page in the Portal. Use the Quick Search bar on the right to find a claim using Tracking #, WD Order #, or Customer Order #. You can also apply filters to search by: ·         Account ·         Claim Status ·         Claim Type ·         Date Range To view claim details for a specific shipment, click the plus icon (+) on the far left-hand side of the entry. This will expand the claim and display the submitted details.