At Flexport*, we understand that issues like lost, delayed, or damaged orders can occasionally occur. To help resolve these situations quickly, you can submit an order claim directly through the Seller Portal. This guide explains the types of claims supported, the submission process, and more.
Submit a Claim for Damaged or Lost Delivery:
Submit a Claim for Packages Still in Transit:
Types of Order Claims Supported
You can submit claims for the following scenarios:
- Order Delivered but Lost: The order status shows "Delivered," but your customer reports they have not received it.
- Order with No Tracking Movement: The package has had no tracking updates for at least 7 calendar days (12 calendar days during Peak Season) and was not delivered on time. Note: the timeframes are extended to 21 days for international shipments.
- Order Delivered Damaged: Your customer reports that the product(s) arrived damaged.
- Missing Product: Your customer reports that a product is missing from the package they received. (Not eligible for Parcel only merchants)
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Incorrect Product: Your customer reports receiving a product they did not order. Not eligible for Parcel only merchants)
Order Claim Policy
Submission Window
You have 30 calendar days after the Promised Delivery Date (PDD) to submit claims for:
- Damaged orders
- Lost in transit orders
- Delivered but lost orders
- Incorrect product orders
- Missing product orders
The "Submit Claim" button will appear in your Seller Portal 3 business days after the Promised Delivery Date (5 business days during Peak Season, 11/15–01/15).
Credit Value
Approved claims will be reimbursed based on the Terms of Service. Reimbursement credits will be applied to your account and reflected on your next invoice.
How to Submit Order Claims
To file a claim with Flexport, you’ll need to provide specific documentation. Additional documents may be requested depending on the claim type.
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Proof of Customer Communication (not required for Lost in Transit claims):
- If your customer reports non-delivery or damaged products, we require proof of communication with them. Examples include screenshots of emails or messages showing their claim.
- If your customer reports non-delivery or damaged products, we require proof of communication with them. Examples include screenshots of emails or messages showing their claim.
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Images of the product (if applicable)
- For damaged or incorrect product claims, include clear photos showing the issue.
- For damaged or incorrect product claims, include clear photos showing the issue.
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Proof of Cost (this includes but is not limited to):
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You must provide documentation showing the cost of the affected item(s) and enter the exact amount into the Seller Portal claim submission page. Acceptable forms include:
- Wholesale/Commercial Invoice from your supplier or manufacturer.
- Retail Price/Customer Invoice from your website or sales records.
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You must provide documentation showing the cost of the affected item(s) and enter the exact amount into the Seller Portal claim submission page. Acceptable forms include:
Proof of Cost Requirements
We require proof of the total cost of the affected item(s). Flexport will consider reimbursement in line with the Terms of Service and reimbursement is based on the lower of these two costs:
- Wholesale Cost: Full reimbursement based on supplier/manufacturer invoices.
- Retail Value: Reimbursed at 40% of the total retail value (final sale cost is considered).
Customer Proof of Communication Requirements
If your customer is claiming that they have not received their order and tracking indicates that it has been delivered or that the products arrived damaged, we require detailed proof of the communication. Please refer to the Help Center article: What is Flexport’s Order Claim Policy for further details. Proofs can be uploaded in the form of images (.jpg, .png), data tables (.csv), and documents (.pdf, .doc, .docx).
Review and Reimbursement Process
Claim Review
Once your claim is submitted:
- Our team will review it for approval based on the Terms of Service.
- You can track your submission in the Order Details page of your Seller Portal.
Reimbursement Credits
If approved:
- Credits will be applied to your account and reflected on your next invoice. Any remaining credits will carry over to future invoices.
- The claim decision will be visible in the claim window on the order page.
Important: Claims related to removal orders, order status inquiries, returns, stockouts, or late orders should be submitted directly to our Support Team—not through the Seller Portal. Submitting these issues through the Portal may result in claim rejections. For more details, review our Removal Order Help Center article.
FAQs
What if my customer claims they didn’t receive their order?
If tracking shows "Delivered" but your customer reports non-receipt, provide detailed proof of communication with your customer (e.g., emails or messages). For more details, refer to Flexport’s Order Claim Policy.
How are reimbursements calculated?
Reimbursements are based on the Terms of Service. Wholesale costs are reimbursed fully, while retail value is reimbursed at 40% (excluding shipping charges). We will reimburse retail value at 40% of the final sale price (excluding shipping charges) if sale price is indicated as proof of cost at the time of purchase.
How long does it take to receive reimbursement credits?
Credits are applied within 1–2 billing cycles after claim approval.
Have More Questions?
If you have additional questions about submitting order claims or need further assistance, please submit a request to our Support Team.
*Flexport operates Deliverr as a subsidiary; legal agreements are entered into with Deliverr as the contracting entity.