Drop Ship Claim Requests
Drop Ship Claim Request Form
Please complete the below form to submit a claim request to The Gerson Companies for Return, Credit or Replacement. This form is for Drop Ship claims only. If you have a claim request for items on an order that is not classified as Drop Ship, please follow standard procedure for submitting a claim to The Gerson Companies.
You can expect Drop Ship Claims to be process within 48 to 72 hours of our receipt of the Drop Ship Claim Request form. Our Claims Department operates during regular business hours (8:00 a.m. to 4:00 p.m.), Monday through Friday. If you submit a Drop Ship Claim Request form outside of business hours, please understand that we will not receive your claim until the following business day, which will be the start of the 48 to 72 hour designated time frame for processing.
In order to process your claim properly, please complete all required (asterisk) fields in the Drop Ship Claim Request form to the best of your knowledge. We have provided additional information below, as well as a brief explanation of each question on the form here for your reference when completing the form.
Please provide your name as the Requester. Please also provide your company’s name and your corresponding drop ship account number with The Gerson Companies. For “Business Email” and “Business Contact Phone”, you may provide either the Requester’s email and phone number, or the appropriate business email and phone number. If we need to contact you regarding your Drop Ship Claim Request, this is the contact information we will use to do so.
When you are reporting defective or damaged item, or requesting to return an item, you must select one of the provided options. The answer you provide to this question will determine how your claim will be processed.
Credit: If you choose this option, we will process your claim and credit the amount paid for the defective/damaged or returned merchandise to your account with The Gerson Companies.
Replacement: If you choose this option, we will process your claim and ship the item(s) to replace the defective/damaged merchandise. If you are submitting a Drop Ship Claim Request for replacement, you are required to complete Question #7 with appropriate Ship To Location details. If you select Replacement and do not provide a Ship To Location, we will not be able to process your Drop Ship Claim Request and will need to contact you for these details. This will cause a delay in processing your Drop Ship Claim Request, and thus will extend the 48 to 72 hour processing window.
In order to process your Drop Ship Claim Request, we require one of the following identification numbers from the order placed with The Gerson Companies for the item: PO Number or Gerson Order Number, Invoice Number, or Shipment Number.
PO Number or Gerson Order Number: You may either provide the PO Number assigned by your company when you submitted your order for the item, or you may provide the Gerson Order Number assigned by The Gerson Companies when your order for the item was processed into our system.
Invoice Number: The Invoice Number can be found on the invoice you received from The Gerson Companies for your order that the item was shipped against.
Shipment Number: The Shipment Number can be found on the packing slip that was shipped with the item. This is the most common identifier we receive for Drop Ship Claim Requests. Below is an example of a The Gerson Companies Packing Slip with Shipment Number, Gerson Order Number, and PO Number, circled in red.
Please select from the drop down menu which identification number you provided in Question #3: PO Number, Invoice Number, or Shipment Number.
If you could not find any of these three (or four, including Gerson Order Number) identification numbers for your order of the item in your Drop Ship Claim Request, please select the “Other” option and specify the information provided in Question #3. We do require an identification number of some type for your order to process the claim, so please provide any information in Question #3 that will help us identify your order for the item in our system, and describe the information provided in Question #3 on Question #4.
Please provide all item information for which you are request this claim. We require all details in order to process your claim properly.
Gerson Item Number: This is the item or sku number assigned by The Gerson Companies. Please DO NOT provide your company’s designated item or sku number, as we will not be able to use this information to identify the item in our system. If you cannot find the Gerson Item Number on your order, invoice, or shipment documentation, or on the item itself, please provide the corresponding UPC Code number for the item.
Item Description: Please provide a short description of the item (30 characters or less). You may describe the item yourself, or provide the Gerson Item Description in this field.
Quantity: Denote the number of units your are claiming in the Drop Ship Claim Request form.
Unit of Measure (Sell Pack): Provide the sell pack information for the item you are claiming. The Unit of Measure denotes the number of units that are shipped in the sell pack to the end consumer (for Drop Ship customers). The Gerson Companies only sells in Pack Quantities of IP (Inner Pack) or MP (Master Pack), but most often, the answer to this question for Drop Ship Claim Requests will be “Each”. If you are looking at a Packing Slip, the answer to this question is listed under the “PCs per Pack” column for the item your are claiming.
Unit Cost: Provide the cost you paid for the item on your invoice for the order. Please make sure you are providing the cost for one unit of the item, not the cost for the sell pack (if more than one unit is shipped in the sell pack).
If you are submitting a Drop Ship Claim Request form for more than one item against a single order, invoice or shipment, please use this field box to provide all additional item(s) details. In order to process your claim, we will require all information from Question #5 for each additional item. Please provide all additional item information line by line. An example has been provided below:
Gerson Item Number: 38626EC
Item Description: 10ft LED String, Warm White
Unit of Measure: Each
Unit Cost: $8.00
Gerson Item Number: 38627EC
Item Description: S/2 10ft LED String, Cool White
Unit of Measure: Each
Unit Cost: $16.00
The above information is an EXAMPLE only. Item Information provided, such as cost or Unit of Measure, may not be accurate to the Gerson Item Number.
If you are requesting a replacement and have selected this option under Question #2, we will require you to complete Question #7 in order to process your claim properly. Please see FAQ for “How Is a Drop Ship Claim for Replacement(s) Processed?” for more details on replacement claims below.
For this question, please provide all shipping details for where we should send your replacement item including: Full Address (Number and Street), City, State, and Zip Code. We also ask that you provide the Recipient’s full name, and their contact email and phone number. We require the Recipient’s information in case there is a problem with delivery of the replacement. Please DO NOT submit your contact information as the Requester.
We will not contact the Recipient of the replacement unless there is a problem during shipment and/or delivery of the replacement.
If you have any additional comments, concerns or special instructions regarding your Drop Ship Claim Request, please provide that information here.
For instance, if you are submitting a Drop Ship claim for replacement and your customer has a specific time frame they will be available for delivery of the replacement merchandise, please input that information here.
Or if you have specific comments about the damaged/defective item(s) on your Drop Ship Claim Request form, you may input those details here.
If you would like to return the merchandise in your Drop Ship Claim Request, please complete the form and designate that you would like to return the merchandise within the field box on Question #8 for Additional Comments. Our Claims Department will reach out to you for further details.
When completing the below form for replacement(s), please select the “Replacement” option for Question #2. Please also complete all fields for Question #7, or we will be unable to ship the replacement(s) merchandise.
If you are submitting a Drop Ship Claim for replacement(s), please be aware that The Gerson Companies may require the defective and/or damaged merchandise from your original order to be returned to our Distribution Center. If the product you are requesting to replace is from The GG Collection®, we will require the return of any defective and/or damaged merchandise. When your claim is processed for a Return and Replacement, we will issue a Return Authorization number and labels for shipping the return back to our facility.
Once your Drop Ship Claim request for replacement(s) is received and processed, the email address listed under Question #1 will receive an email notification from The Gerson Companies with an Order Acknowledgement attachment for the replacement(s). This email notification confirms that the Drop Ship Claim request has been processed, and the replacement(s) order has been entered into our system.
Please be advised that we will charge your business’ account for the replacement(s) merchandise based on your pre-approved Payment Terms if a Return is required. Once the returned defective and/or damaged merchandise from the original order has been received at our location and processed, we will then credit your business’ account for the cost of the replacement(s) as detailed on the Order Acknowledgement provided. We will not be able to credit the amount for the replacement(s) until the returned merchandise from your Drop Ship Claim request has been received and processed at our location.
For any Drop Ship Claim of $150.00 or more for one item, we require an image of the item to be sent to firstname.lastname@example.org. If your Drop Ship Claim Request form includes an item with a value of $150.00 or more, please attach the corresponding image in an email and provide the details supplied on Question #3 of the below form (PO Number, Invoice Number, or Shipment Number). Please also confirm the date and approximate time that the Drop Ship Claim Request form was submitted, and provide the same Requester Contact Information as supplied on Question #1 of the below form.
When reporting a defective or damaged item, or requesting to return an item, please complete the corresponding form, then email the completed form to email@example.com. You can find the forms located here:
Please fully complete the appropriate form with all the requested details before submission otherwise the request cannot be processed. Please allow 7 – 10 business days from date of submission for your request to be processed.
If you are requesting a return, please keep the original box as the shipping carrier may need to review it. Please do no submit requests multiple times as this will create duplicate credits. If you would like to know the status of your claim, please contact Customer Service at 1.800.444.8172.