Submitting a Claim
It doesn’t happen often, but sometimes errors occur in the printing process. If you believe there is an issue with your order, please let us know. You may submit a claim by following the steps below.
1. Click on Orders > Submitted Orders > Report an Issue (the Report an Issue button is available for 90 days after an order has shipped).
2. Click on the button to begin the process of reporting an issue to us. You’ll then see the following screen.
3. In order for our Client Services team to accurately review your request, you’ll be asked to provide the following information:
If you select the Use A New Address option, you’ll be asked to enter a one-time shipping address for your replacement order:
4. Once you’ve complete the required information, click the Continue button at the bottom left side of the screen. You’ll then be able to review your order report:
5. If you’re happy with your order report, click the Submit button to send the report to our Client Services team.
Our client services team will review your order report and contact you within 3-5 business days.
If there is a shipping issue, keep the boxes and provide images. For large orders delivered on a skid (or a pallet) inspect the skid for any type of transit or forklift damage. If you see any, sign the freight receipt noting that the skids are damaged and describe the damage such as forklift holes in cartons or corner of cartons/skid is crushed from transit damage. If time permits, open the carton and count/note the number of damaged books. If the driver will not wait, note on the receipt there is transit damage and sign it that an inspection required to determine extent of the damage. Then check the extent of damage to get a count. When that is done, let us know and we will work to file a claim for the damage with the carrier. If it is not signed as damaged, it is virtually impossible to get a claim accepted by the carrier. You may submit a claim form (attached at the bottom of this article) and email us at email@example.com.
Viewing a Claim Replacement Order
You can view claim replacement orders in your account. Because we oftentimes place the order internally, it will not appear in the "Submitted Orders" section with your other orders; however, you can see the claim replacement orders if you click on "Search for Orders." If you have search criteria, you can enter the information, or you can just click on "Search" without entering anything at all. Replacement orders typically begin with "RO-xxxx" and will appear in the order list.
What if my order is returned to Ingram?
Lightning Source only accepts and processes returned shipments of books delivered to its facilities, where the original shipment was undeliverable as addressed, or the customer refused delivery. It is the publisher’s responsibility to confirm delivery, return, or refusal. In the event a package is routed back to LSUS due to an incorrect address or refusal, LS will hold the package for five (5) scheduled business days for publisher to provide disposition. LS is not responsible for packages remaining at our facility after 5 business days, except where Publisher has provided LS with disposition of such packages during this five-day period. Books returned by the publisher’s customer, that were originally delivered and received by the customer, must be returned directly to the publisher. Lightning Source assesses actual shipping fees per returned shipment.