On this page
- Errors and Unauthorized Transactions
- Investigating Disputes
- Liability for Unauthorized Transactions
- Resolving Receiving Problems
- Resolving Inventory Problems
- Resolving Shipping Problems
- Resolving Product and Packaging Problems
- Resolving Problems Beyond Receiving, Inventory, Product, Packaging and Shipping
This disputes policy (“Policy”) is incorporated into the Shipwire terms of service as published on the Shipwire website (“Terms”). In the event of any conflict or inconsistency between this Policy and the Terms, the Terms shall control. All capitalized terms not otherwise defined in this Policy will have the meaning given them in the Terms.
1. Errors and Unauthorized Transactions
1.1. Identifying Errors and/or Unauthorized Transactions. You can inspect your transaction history at any time by logging in to your Account on the Shipwire website and clicking the “History” tab. It is very important that you immediately notify Shipwire if you have reason to believe any of the following activities have occurred: (i) there has been an unauthorized transaction from your Account; (ii) there has been an unauthorized access to your Account; (iii) your password has been compromised (collectively called “Improper Account Access”).
1.2. Notifying Shipwire of Errors and/or Unauthorized Transactions. To notify us if you believe there has been or will be an error or Improper Account Access on your Account, contact us by going to www.shipwire.com, clicking the Contact Us link on the bottom of the page, and selecting the Other option.
1.3. Review of Reports of Errors and/or Unauthorized Transactions. We will advise you of the results of our investigation within 10 Business Days after we receive your notice (or 20 Business Days for transactions done at a point of sale terminal or outside the United States). If we have made an error, we will correct it promptly. If we need more time, however, we may take up to 45 Days to investigate your complaint or question (and 90 Days for transactions made at a point of sale terminal or outside the United States). If we decide that we need more time, we will provisionally re-credit your Account for the amount you think is in error within 10 Business Days after we receive your notice; so that you will have use of the money during the time it takes us to complete our investigation. If you initially provided information to us via the telephone and we do not receive your complaint or question in writing within 10 Business Days after your oral notice, we are not required to provisionally re-credit your Account.
2. Investigating Disputes
At the end of our investigation, we will advise you of the results within 3 Business Days. If we determine that there was no error, we will send you a written explanation and we may debit any provisional credit that we previously credited to you in relation to the alleged error.
3. Liability for Unauthorized Transactions
If you report and we verify that there has been an Improper Account Access related to your Account, we will reimburse you in full for all unauthorized transactions sent from your Account that occur within 5 Days of the time that you knew or should have known about the Improper Account Access. If you do not report the Improper Account Access to Shipwire within 5 Days of the time that you knew or should have known about it, we will still reimburse you in full for all unauthorized transactions that took place within or before that 5-Day period, but you may be liable for all unauthorized transactions resulting from the Improper Account Access that occur on Day 6 and beyond (if we can demonstrate that we could have avoided any losses if you had notified us in a timely manner).
If we discover a processing error, we will rectify the error. If the error resulted in your Account Balance displaying less money than you were entitled to, Shipwire will credit your Account for the difference. If the error results in your Account Balance displaying more money than you were entitled to, Shipwire may debit the extra funds from your Shipwire Account. If the error resulted in our not completing a shipment with the proper quantity, we will reship the additional items at no charge, unless:
4.1. Through no fault of ours, you did not have enough available funds to complete the transaction,
4.2. our system was not working properly and you knew about the breakdown when you submitted the Order, or
4.3. inventory not being available due to inventory count inaccuracies.
4.4. Circumstances beyond our control (such as fire or flood or loss of Internet connection) prevented the transaction, despite our reasonable precautions.
5. Resolving Receiving Problems
Receiving problems must be resolved through inbound shipping insurance. In the event of inventory loss due to inventory count inaccuracies, inaccurate inventory counts during receiving or inventory count inaccuracies at any time that Shipwire is in possession of inventory, or if there is any discrepancy between what is expected, and what is actually received, you agree that filing a claim with your inbound shipping insurance provider is your only recourse, and that Shipwire has no liability therefore. A discrepancy may be in quantity, condition of merchandise, or otherwise. Shipwire does not offer inbound shipping services. Third parties that handle inbound shipping are independent of Shipwire. Shipwire is in no way liable for inbound shipping.
6. Resolving Inventory Problems
Inventory problems must be resolved through off-site inventory insurance. If you dispute the inventory as described in your Account, you agree that filing a claim with your off-site inventory provider is your only recourse, and that Shipwire has no liability therefore. Shipwire is only a broker of inventory services. Third parties that handle inventory services are independent of Shipwire. Shipwire is in no way liable for inventory services. Shipwire specifically disclaims liability for any project activities conducted at your request that results in modification, damages, changes or errors to your inventory or product packaging. Receiving and shipping delays may result as project work is being completed. The limit of our liability for project related tasks is the hourly charge for the project work. We highly recommend that you request and pay for a project sample before requesting bulk modifications to your inventory.
7. Resolving Shipping Problems
Shipping problems for loss or damage must be resolved through outbound shipping insurance. Once a tracking number is listed in your Account, you agree that your only recourse for loss or damage is to file a claim with Shipwire’s designated outbound insurance provider, and that Shipwire has no liability therefore. In the event a shipment is mislabeled, or mis-shipped and consignee receives incorrect merchandise, Shipwire will at its discretion issue a call tag at no charge or credit your Account for the estimated cost of a return shipping label, provided that Shipwire is notified within 30 days of shipment. It is your responsibility to ensure the inventory is returned. If the consignee fails to return the inventory, Shipwire’s maximum liability shall be as stated in our Terms, and Shipwire shall have no liability for damages due to the consignee’s acceptance or use of the inventory. Orders are no longer editable or cancelable when they are submitted to a warehouse. It is your responsibility to manage Orders, and hold, edit or cancel Orders prior to submission to a warehouse. If Shipwire, at its sole discretion, attempts to edit or cancel an Order on your behalf after submission to a warehouse, this effort is done on a best effort basis, may incur an additional fee, and may result in the Order being reported canceled but still shipping out. Shipwire reserves the right to edit dimensions and weight at its discretion, in Order to ensure accurate shipping fees are billed to your Account. Shipwire is only a broker of outbound shipping services. Third parties that handle outbound shipping are independent of Shipwire. Shipwire is in no way liable for outbound shipping.
8. Resolving Product and Packaging Problems
Inventory and packaging-related problems must be resolved through the manufacturer. If there is a problem with your inventory or packaging, you agree that filing a claim with the product’s manufacturer is your only recourse, and that Shipwire has no liability therefore. Shipwire recommends new merchants send samples to themselves before shipping to their customers, to confirm there are no inventory or packaging problems. Lick ‘n Stick® service is available to provide merchant with complete control over the product and packaging. Again Shipwire is in no way liable for inventory and packaging problems under any circumstances.
9. Resolving Problems Beyond Receiving, Inventory, Product, Packaging and Shipping
If a dispute arises between you and Shipwire, our goal is to learn about and address your concerns and, if we are unable to do so to your satisfaction, to provide you with a neutral and cost effective means of resolving the dispute quickly. Disputes between you and Shipwire regarding our Services may be reported to Shipwire online by signing into your Account, and visiting the Help Center, or by calling (888) SHIPWIRE during normal business hours.