Claims

Carrier Notification
WineDirect Claims Department receives notification of a lost or damaged shipment.
Upon receipt, the 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 the 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 due to 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 whom the consumer has notified.  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 the client when we hear back 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 due to the claim, WD will issue a credit to the client's account and close the case. Credits are provided the first week of each month for the previous month.

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   Viewing Claims