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 lostNote: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 dateIf the claim is outside this window, the system will automatically block submission and display a notification, as shown below:
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.
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 RangeTo 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.
