A little help.
A smoother shipment.

How to upload your purchase invoice

Your purchase invoice is the receipt or order information from the store where you bought the item.

1. Sign in to your account

   Open the OCA portal and enter your email or username and password.

   Open the customer portal

   Forgot your password? Use “Forgot password?” on the sign-in screen.

2. Choose Packages

   Open the navigation menu and choose Packages.

   

   Important: the separate Invoices menu shows your OCA bills. Upload your store purchase invoice inside the relevant package.

3. Find the correct package

   Match the tracking number or waybill in your warehouse email with the package in your account. Use the package search box if needed.

   If a package is not showing yet, check that you are signed in to the correct account. Contact OCA for help if it is still missing.

4. Open the package and find Attached files

   Tap the package card to open its details. Scroll down until you see Attached files.

   

5. Tap Upload File and choose your invoice

   Tap Upload File. Choose your purchase invoice or a clear order screenshot from your device. Depending on your phone, you may need to open Photos, Gallery or Files.

   Select the correct file and complete any confirmation shown on your device. Allow the upload to finish before closing the package.

   Make sure the image is clear and readable. Include the item description, price and order details. Keep unrelated sensitive payment details out of the image.

6. Check that your file is attached

   Look for your file under Attached files. If it does not appear, reopen the package and check again before assuming the upload is complete.

   Repeat these steps for each package. If the upload does not work, contact customer service with your waybill or tracking number and explain what happens.

Already received your warehouse email?

Your Package Received email contains a blue Upload Invoice button. Open the email and tap that button, then follow the link to add your invoice. Sign in if prompted.

If you cannot find the email, use the package upload steps above.

How to report a package problem

Use a ticket to keep your package details, supporting files and OCA’s replies together.

1. Choose Tickets, then Open a ticket

   Sign in to the portal, open the menu and select Tickets. Tap Open a ticket.

2. Enter the package details

   Enter the tracking number. Add the waybill and delivery date if available. Check the number carefully.

3. Choose the category and explain the issue

   Select the category that best describes the problem. In Description, say what happened, when it happened and what help you need.

   For example: “The seller marked my order delivered on Monday, but it is not showing in my account. Please help me confirm whether the warehouse received it.” Add your actual tracking number in the tracking field.

4. Attach relevant evidence

   Use Upload receipt image for delivery evidence or Add merchant invoice for the purchase invoice, as appropriate.

   

5. Review and submit

   Check your information and tap Submit ticket. Keep the ticket number for follow-up.

Claims and compensation: what you need to know

A ticket helps us investigate a problem. A claim is a request for compensation for eligible loss, damage or missing contents. Reporting a problem does not guarantee compensation.

See how to upload your invoice

When must I report a package problem?

Please report problems immediately wherever possible. OCA’s reporting timeframes are:

• Visible damage or tampering: report it at collection or delivery, before leaving or completing the handover where possible.
• Damage or missing contents discovered after opening: report within 7 calendar days of collection or delivery.
• A package suspected missing or incorrectly delivered: report within 7 calendar days of becoming aware of the problem. Do not wait for the package to be formally confirmed lost before reporting it.

Your first report counts. The ticket submission date, or the date your first report is logged by OCA staff, establishes the reporting date. Keep your ticket or reference number. You do not have to complete the investigation within seven days; provide additional evidence when requested.

Invoice timing is separate. The reporting window does not extend the requirement to upload an acceptable purchase invoice before Customs clearance in Jamaica.

Exceptional late reports: management will review the circumstances and available evidence case by case rather than automatically rejecting every late report. Review does not guarantee compensation.

These operational reporting timeframes do not limit any rights available under applicable law.

How to get help with a possible claim

1. Report the problem promptly

   Open a Ticket for the affected package and explain what happened. Use the same ticket for follow-up. Visible damage or tampering should be reported at collection or delivery, before leaving where possible. Report damage or missing contents discovered after opening within 7 calendar days of collection or delivery. Report a package suspected missing or incorrectly delivered within 7 calendar days of becoming aware of the problem.

2. Keep your supporting evidence

   Have your tracking number or waybill, store purchase invoice and any relevant delivery evidence ready. For damage or missing contents, keep the packaging and take clear photos of the package and affected contents for the investigation.

   Your purchase invoice or order document should clearly show the merchant, item description, quantity, purchase value, order date and order or invoice number, plus purchaser details where available.

3. Check Claims in your account

   Open the portal menu and choose Claims to see claim records, status information and any available filing option.

   

   No online filing option? If the Claims page says claims cannot be filed online, open a support ticket instead. Customer service will guide you through the next steps. Please do not open duplicate tickets for the same issue.

   Open Claims in your account

4. Cooperate with the investigation

   Provide any additional information requested. OCA reviews receiving records, package photographs, movement history, weights and other relevant evidence to determine responsibility. Investigation times vary.

5. Check the outcome and follow up

   Return to your ticket for messages and requested information. Check Claims for any claim record or status made available in your account.

Before expecting compensation

• The incident must have occurred while the package was under OCA’s responsibility.
• The invoice, reporting period and other eligibility requirements must be met.
• OCA’s investigation must confirm responsibility for the eligible loss, damage or missing contents.
• Approved compensation is generally limited to the lower of the verified purchase value and US$100 (or its Jamaican-dollar equivalent), under the policy.
• Approved claims are normally settled through account credit or repurchase where practical. Cash refunds are not normally provided.

Not every problem is covered. For example, manufacturer defects, inadequate merchant packaging and delays outside OCA’s control may be excluded. Read the full policy for the conditions and exclusions.

Read OCA’s full claims policy

How to find replies and follow up

1. Return to Tickets

   Sign in to your account, choose Tickets and open the ticket you submitted.

2. Read OCA’s update and reply there

   Provide any information requested in the same ticket. This keeps the investigation history together.